topic Re: NOTICE - Fusion 360 service degradation in Fusion Design, Validate & Document Forum

RESOLVED - Fusion 360 service degradation (can't get online?)

brianrepp — Fri, 14 Oct 2016 01:29:44 GMT

All – we are currently experiencing intermittent service issues that may impact your ability to login and/or return from being taken into offline mode. The issue may also affect your ability to run a cloud solve Simulation. We are actively working on repairing the problem and appreciate your patience (NOTE - we have an update planned for the evening of 10/13/16 that should fix the issue).

Below is a workaround that should allow you to return online and/or complete a cloud solve, please let me know if you have any trouble. In order for the cloud solve to re-initiate, please make an change to the affected document after removing the XML file.

Remove the LoginState.xml file and Restart Fusion 360:

Mac OS

Close Fusion 360
In Terminal, type the below command and press enter
open ~/library/
In the Subsequent Finder window (Macintosh HD > Users > %Profile% > Library), browse to
~/Library/Application Support/Autodesk/Web Services
NOTE - if you are on a version from the Mac App Store, browse to: ~/Library/Containers/com.autodesk.mas.fusion360/Data/Library/Application Support/Autodesk
In the Web Services (or Autodesk for App Store) Directory, locate the LoginState.xml file
Right click on LoginState.xml and select Move to Trash
Restart Fusion 360

Windows

Close Fusion 360
In windows explorer browse to %localappdata%\autodesk\web services
In the Web Services directory, right lick on the LoginState.xml file and select delete
Restart Fusion 360

Re: NOTICE - Fusion 360 service degradation

MATTHEW_SORRENTINO — Fri, 07 Oct 2016 17:56:57 GMT

NVM

Re: NOTICE - Fusion 360 service degradation

AdvancedResearchCC — Fri, 07 Oct 2016 18:35:47 GMT

Hi Brian, Trying to follow this on mac OSX and there isn't such a folder as you reference!

Can you please check for the file path to make sure it's correct on the mac solution?

Re: NOTICE - Fusion 360 service degradation

brianrepp — Fri, 07 Oct 2016 18:40:46 GMT

Hi @AdvancedResearchCC - Can you make sure that you're in your User Library and not the System Library folder?

In the View Menu for the Finder Window, make sure that you have Show Path Bar enabled.

The full path will look like this:

If the open library command is not working in Terminal.

You can select the Go drop down menu in Finder. Hold down the ALT (Option) Key on your keyboard.

When you do this, the Library directory will appear.

If you select Library it should get you to Macintosh HD > Users > %username% > Library..

Re: NOTICE - Fusion 360 service degradation

AdvancedResearchCC — Fri, 07 Oct 2016 18:44:28 GMT

yeah im in the right folder - but the autodesk folder isn't there - this was downloaded using the app store, could that be the issue?

Re: NOTICE - Fusion 360 service degradation

kellings — Fri, 07 Oct 2016 18:56:57 GMT

It took me a minute to figure it out on my Mac as well. After pasting in the command in the Terminal, in the next Finder window look for the folders below.

Application Support/Autodesk/Web Services

You will then delete the file named LoginState.xml

Re: NOTICE - Fusion 360 service degradation

AdvancedResearchCC — Fri, 07 Oct 2016 18:58:46 GMT

But as the screenshot above shows, no such folder exists. I'm thinking this must be because it was installed via the app store. Attempting a manual DL + install now.

Re: NOTICE - Fusion 360 service degradation

brianrepp — Fri, 07 Oct 2016 19:10:44 GMT

@AdvancedResearchCC - it sounds like you are now installing the version from our website rather than the App Store?

My apologies for the confusion, I just learned that the location for those on the Mac App Store version can actually locate the file here: ~/Library/Containers/com.autodesk.mas.fusion360/Data/Library/Application Support/Autodesk

Re: NOTICE - Fusion 360 service degradation

AdvancedResearchCC — Fri, 07 Oct 2016 19:33:34 GMT

Awesome - that worked.

OK so # 1 just for a heads up I did the following:

1. deleted the app store DL

2. Dl'ed from the website +installed the program

3. attempted to open - it failed to open correctly after asking for my login credantials (likely due to the bug which started your first post).

4. saw your email.

5. deleted the newly installed app via the remove icon.

6. pulled the original app store version out of the trash

7. followed the instructions listed. Just to be clear the file is in /users/*user*/Library/Containers/com.autodesk.mas.fusion360/Data/Library/Application Support/Autodesk/Web Services/

8. launched the application

9. logged in

10. it's working!

Re: NOTICE - Fusion 360 service degradation

AdvancedResearchCC — Fri, 07 Oct 2016 19:34:41 GMT

BTW just wanted to say thanks for staying on this and helping me to figure it out!

Re: NOTICE - Fusion 360 service degradation

brianrepp — Fri, 07 Oct 2016 19:34:49 GMT

Great additions for anyone else who goes through the same steps, thanks @AdvancedResearchCC! Glad you're back up and running, and again, sorry for the hassle this caused.

Re: NOTICE - Fusion 360 service degradation

brianrepp — Fri, 07 Oct 2016 19:35:40 GMT

@AdvancedResearchCC my pleasure, thanks for bearing with me!

Re: NOTICE - Fusion 360 service degradation

NickRossi — Fri, 07 Oct 2016 20:20:28 GMT

Hi Brian,

Thanks for posting this; I was wondering what was going on. In the folder you specified, I see two XML files. Which of these should I delete? I have attached a screenshot for your reference.

Thanks,

Nick

Re: NOTICE - Fusion 360 service degradation

brianrepp — Fri, 07 Oct 2016 20:29:50 GMT

Hey Nick - you would want to delete the loginstate.xml file. Let me know if it works!

Re: NOTICE - Fusion 360 service degradation

NickRossi — Sat, 08 Oct 2016 14:27:29 GMT

That worked perfectly. Thank you, Brian!

Re: NOTICE - Fusion 360 service degradation

keqingsong — Sun, 09 Oct 2016 17:36:38 GMT

UPDATE (Oct. 9, 2016, 10.15 A.M PST) - We've detected cases that data upload and import via the data panel isn't finishing. We recommend that you do not import any new data for the time being. We are assessing this issue and are working to get this fixed. Please follow this thread for more updates. We apologize for the inconvenience.

Re: NOTICE - Fusion 360 service degradation

Anonymous — Sun, 09 Oct 2016 17:34:07 GMT

Isn't working for me. My files don't complete the upload.

Re: NOTICE - Fusion 360 service degradation

keqingsong — Sun, 09 Oct 2016 18:43:17 GMT

Update: Data uploads and import should finish now. We're working on making sure upload speeds are back up to 100% operational.

Re: NOTICE - Fusion 360 service degradation

shrirangmoghe — Mon, 10 Oct 2016 05:27:40 GMT

Hello All,

We restored the Import/Upload performance 1.5 hrs after Keqing's resiliency post when Imports/Uploads started succeeding.

Happy Trails!.

Regards,

Shrirang Moghe

Fusion 360 Dev

Re: NOTICE - Fusion 360 service degradation

brianrepp — Mon, 10 Oct 2016 19:36:24 GMT

UPDATE - Data uploads and imports are seeing delays again. As before, our recommendation is to hold off from importing any new data for the time being, while the team is resolving the issue.