topic Re: Cant access fusion 360 in Fusion Design, Validate & Document Forum

Cant access fusion 360

Anonymous — Fri, 08 Jul 2016 18:34:21 GMT

I guess that I have been working in offline mode and did not even know it. Today I tried to log in and get the following message " You have been working in offline mode for more that the allowed 2 weeks. Please log into your A360 account to contiune." The next message I get is "Unable to connect to internet, please check you network connection and login to your autodesk account to start fusion 360." I am able to login to A360 and see my drawing however when I login to my autodesk account it shows that I need to download fusion 360. Keeps sending me in the same loop, any ideas on what to do?

Re: Cant access fusion 360

innovatenate — Fri, 08 Jul 2016 20:55:11 GMT

The link below explains a bit more about offline mode:

How to work offline mode

Are you explicitly going into offline mode, or is Fusion 360 automatically going into offline mode? It will do this automatically when it cannot detect an internet connection. This can occur for a number of reasons: anti-virus software, proxy servers, firewalls, bad internet connections, etc....

Do any of the above explanations sound like a plausible cause?

If you are switching networks, it may help to review the below link and follow the suggestions there.

https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/Fusion-360-is-slow-or-fails-to-launch-after-switching-between-proxy-or-non-proxy-network-environment.html

This can help to restart the hand-shake process when signing in.

I hope this helps! Please keep me updated on your status. I am happy to help!

Thanks,

Re: Cant access fusion 360

innovatenate — Mon, 11 Jul 2016 16:15:47 GMT

I hope that last suggestion helped. Please let me know if you have any questions.

Thanks,

Re: Cant access fusion 360

Anonymous — Mon, 11 Jul 2016 20:59:42 GMT

Sorry, I have been out on a extended weekend. Read through the comments that you suggested and removed the LoginState.xml file however now i get "unable to connect to internet please check your network connection and sign into your Autodesk Account to start fusion 360 and try again later." I don't know how I can access fusion 360 from my autodesk account as it shows that it must be downloaded.

Re: Cant access fusion 360

innovatenate — Mon, 11 Jul 2016 22:55:49 GMT

Can you post a copy of the Diagnostic Log files?

If you cannot get Fusion 360 to launch, you can manually collect the log files using the instructions in the below link.

knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/How-to-manually-collect-the-log-files-for-Autodesk-Fusion-360.html

I'm very interested in obtaining the application log files from your system if at all possible.

I suspect that there is a problem with network connectivity. Even if you have internet access, Fusion 360 does not seem to be able to communicate.

If you browse to the below websites, are there any issues connecting to the website?

Does the webbrowser look like:

Or does it look like:

If it looks like the former (red x), could you try adding the websites to the trusted sites list or to the proxy server exception list?

The below link contains some general tips intended to help with network connectivity.

https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/Network-Configuration-for-Fusion-360.html

Otherwise, is there a firewall or proxy server or some other network restriction that could be impacting Fusion 360?

I hope this information is helpful and I look forward to your reply. Please let me know if you have any questions.

Thanks,

Re: Cant access fusion 360

Anonymous — Tue, 12 Jul 2016 17:45:48 GMT

Hi Nathan,

I am having the same problem. I can't even open Fusion... Everytime I prompt to start Autodesk Fusion it always ask "Sufficient data not found to switch to offline mode. Please login to your A360 account to continue." I did have login to A360 from Autodesk's website. I DO NOT want to do an offline mode... I just wanna open Fusion.

So here are my log files. Please Help.

Brian

Re: Cant access fusion 360

innovatenate — Tue, 12 Jul 2016 19:45:46 GMT

@Anonymous Are you able to log into your personal Autodesk 360 hub?

In the log files, I see there are some warnings about network connection:

0160713T004333 E MessageBox Error: Unable to connect to Internet

Please check your network connection...

Is there your home network or a company/school's network? I'm wondering if a proxy server, firewall, or 3rd party application (anti-virus software) could be blocking Fusion's access to the internet. The log files don't really give a reason why the connection is blocked. They just let me know that it is unable to connect.

If you browse to the below website:

https://ui-dls360.autodesk.com/fusion/version.txt

What does web page look like? Can you upload a screenshot?

Thanks,

Re: Cant access fusion 360

Anonymous — Tue, 12 Jul 2016 22:28:42 GMT

Here are the screenshots for the websites you asked for, as well I have attached the stream log. Hopefully this can explain why I cant access anymore. Thanks in advance

Re: Cant access fusion 360

Anonymous — Tue, 12 Jul 2016 22:35:12 GMT

Sorry here are those file

Re: Cant access fusion 360

innovatenate — Wed, 13 Jul 2016 01:25:24 GMT

The screenshots revealed the issue is different from what I was thinking the issue was. There does not appear to be any certificate issue with our website, as far as I can tell. The log file that you uploaded last, which is the installation log file, doesn't reveal any problems. It confirms the current release of Fusion 360 was successfully installed.

If at all possible, could you look for the application log files (different log files) stored in:

C:\Users\<USERNAME>\AppData\Local\Autodesk\Autodesk Fusion 360\<ID\logs.

If you can share the latest application log file with me, it may help to reveal more about the error.

There are a couple of suggestions below that may help if this is a network connection issue. Please keep in mind these are blind guesses, but they have proven helpful in previous cases.

Reset the Internet Options (Windows Only):

1. Clear the browser cache (CTRL + SHIFT + DELETE while in web browser)
2. Browse to Control Panel\All Control Panel Items\Internet Options
3. In the Advanced tab, select the Reset button to reset Internet Explorer's settings to the defaults
4. In the Security tab, select Reset All Zones to Default level
5. In the Content tab, select Clear SSL state
6. Select Apply

Note: In the Advanced tab, it may be helpful to note if the options for SSL and TLS are enabled.

Check the Automatically Detect Proxy Server Settings:

1. Browse to Control Panel\All Control Panel Items\Internet Options
2. In the Connections tab, select LAN settings
3. Try to Enable/Disable a Automatically detect settings option
3. Apply the changes and retest.

If none of this is working, it may be worthwhile to perform a manual clean uninstall of Fusion 360 and then re-install the program from the Autodesk Website (select download free trial to get started).

I hope these suggestions help. Please keep me posted on your progress. I'm interested to learn more about this issue.

Thanks,

Re: Cant access fusion 360

Anonymous — Wed, 13 Jul 2016 11:54:39 GMT

Hi Nathan,

Thank you for your fast reply. Sorry I replied late

I am able to log into my personal autodesk 360 hub (I included the screenshot in my attached files) Those are the files that I created a few months ago.

I am at home, using personal network, there is password for the wifi but no proxy. I have turned off the firewall but still unable to connect. I have turned off my avast antivirus but still no luck.

I can open the link you provided, the screenshot is in my attachments.

Thanks for helping Nathan!

Best,

Brian

Re: Cant access fusion 360

Anonymous — Wed, 13 Jul 2016 17:35:11 GMT

I tried everything that you recommended and still no luck. I wasn't able to find those log files but I did find this attached log file, can see there is errors but don't know how to fix

20160713T112222 I 1468430542256 1468430542261 GET https://ui-dls360.autodesk.com/fusion/version.txt 5 Could not resolve proxy: http=127.0.0.1
20160713T112222 I login start
20160713T112222 I login end 0
20160713T112222 E login failed 1.7292
20160713T112222 E MessageBox Error: Unable to connect to Internet

Re: Cant access fusion 360

innovatenate — Thu, 14 Jul 2016 18:31:37 GMT

@Anonymous Hey Brian! Thanks for the update! In the not too distant past, I recall an issue where Avast Antivirus was quarantining some Fusion 360 installation files and removing them from the install directory.

I can't help but wonder if the connection issue is somehow related to this. I would have expected this issue to manifest in a different way, but this may also be a slightly different issue.

If Avast has quarantined some files, it may be helpful to first add some exceptions:

In the below link, there are some suggestion for adding exception to the Avast Anti-virus software.

http://www.getavast.net/support/managing-exceptions

Can you add the below exceptions?

For FilePaths:

C:\users\USERNAME\appdata\local\Autodesk

C:\users\USERNAME\appdata\roaming\Autodesk

For URLs:

Theres a long list on this web page

ui-dls360.autodesk.com
autodesk360.com
services.autodesk.com
api.autodesk.com
fusionapi.autodesk.com
a360-statusdashboard.s3.amazonaws.com
accounts.autodesk.com
api.autodesk.com
fusionapi.autodesk.com
appstreaming.autodesk.com
*.amazonaws.com
notifications.api.autodesk.com
myhub.autodesk360.com – For personal hub access
<hubID>.autodesk360.com – For team hub access
uploads.protolabs.com
www.mcmaster.com

I'm wondering if adding these or any of the URL's from the log files might help.

After the expectations have been added, it may help to do a manual clean uninstall and then re-install Fusion 360. Please let me know if this helps or if there are any questions.

Re: Cant access fusion 360

innovatenate — Thu, 14 Jul 2016 18:36:14 GMT

@Anonymous Can you help me out by letting me know some more details about the network you are using? Could there be any anti-virus software working against us?

I'm a bit stumped too! I'm not sure why the connection is failing!

One other thing I can think of is that the time/date stamp, regional settings, or the daylight savings time settings are inaccurate on the computer. There's a suggestion in this link to update the time server. Perhaps this may help?

Please let me know if there are any questions. I am happy to help!

Re: Cant access fusion 360

Anonymous — Thu, 14 Jul 2016 22:47:10 GMT

[SOLVED]

Hi Nathan,

Thank you so much for helping me. The problem is resolved by 2 steps: Enabling A360 from Task Manager's Startup Tab, then a clean Uninstall and re-Installing Fusion 360.

I will tell you what I did.

First I did add the 2 folders you told me into my exclusions list of Avast Antivirus.

Then I thought that I might have messed something with my startup application. So I opened Task Manager, then I clicked the Startup tab, there I found a little mess, that the A360 was disabled! Then I enable it. (I might have disabled it to make my Windows boot faster)

Then I did the manual clean uninstall you told me. I followed all steps in How to do a clean uninstall

Then I install again my Fusion 360. Voila! It ask me to sign in again! Now I can use my Fusion 360 again.

Well I think the most important one is the clean uninstall part. I didn't know that link previously, so I did uninstall only from Control Panel and deleting the folders in Program Data only, while there are lots of other folders need to be deleted before I re-install Fusion 360. Thank you so much Nathan. God bless you!

Brian

Re: Cant access fusion 360

innovatenate — Thu, 14 Jul 2016 23:26:00 GMT

Awesome news! Thanks for the update! Hopefully this will help others as well!

Thank you!

Re: Cant access fusion 360

brucesdad13 — Mon, 07 Nov 2016 16:26:46 GMT

I'm also running Avast and Fusion 360 for the last week or so. I have an old laptop with a graphics card that doens't really support Fusion 360 but it's all I have. Anyways, I had lots of issues and eventually came to notice that it might be related to the AV program since Fusion is cloud based. I followed the Autodesk solution above adding exclusions to the file paths and URLS (e.g. McMaster) and I ran DNS Query Sniffer and came up with this list as of 2016-Nov-07 which I also added to fill in the blanks. Seems much better.

Host Name

--------------
918-fod-433.mktoresp.com
a360-statusdashboard.s3.amazonaws.com
accounts.autodesk.com
assets.uvcdn.com
assets0.uvcdn.com
by2.uservoice.com
cdnjs.cloudflare.com
crypto-js.googlecode.com
developer.api.autodesk.com
device-control.ff.avast.com
dl.appstreaming.autodesk.com
login.autodesk360.com
munchkin.marketo.net
myhub.autodesk360.com
notifications.prd.fusionapi.autodesk.com
pages.autodesk.com
pstatic.autodesk360.com
pubsub.pubnub.com
raas-assets.autodesk.com
ui-dls360.autodesk.com
ui-dls360.autodesk.com
viewing.api.autodesk.com
widget.uservoice.com
www.appstreaming.autodesk.com
www.autodesk.com

Fusion 360 opens MUCH faster now. Hopefully I haven't opened a gaping hole in my system security 😉