topic Connection Problems in Fusion Design, Validate & Document Forum

Connection Problems

Anonymous — Wed, 20 Jan 2016 14:45:54 GMT

Several times a week, I'll start Fusion only to find out that it can't connect to the server for some unexplained reason. The Autodesk Health Dashboard doesn't show any problems and I have no apparent internet problems on my end. Eventually Fusion will connect, but it could be minutes or hours.

Is there anything I can do to figure out what Fusion is looking for and not finding? This is on Windows 8.

Re: Connection Problems

baribak — Wed, 20 Jan 2016 18:19:49 GMT

Hi Jason,

Thanks for using Fusion 360. In response to your issue I need to ask some clarifying questions:

When you say it can't connect to the server is it launching you into offline mode?
Or is it not launching at all?

Some things to check out:

Are you using a proxy server in your location?
Are there any environment variables that might affect network access e.g. HTTP_PROXY?
Is your Hosts file using any kind of redirection?
Is this a business network that is subject to periods of heavy internet traffic?
Could a firewall be blocking access?
Could antivirus software be interferring?

Let us know what you find and we'll figure out what's going on.

Regards,

Re: Connection Problems

Anonymous — Wed, 20 Jan 2016 19:19:37 GMT

Fusion launches, but in offline mode. I don't really have an answer for your questions other than after a period of time Fusion starts working with no intervention on my part. I think that should rule out any problems with antivirus, firewall, or proxy servers.

This is a business network, but I wouldn't expect heavy internet traffic that would last for several hours. Most of the traffic is emails with the occasional PDF attached.

Re: Connection Problems

Anonymous — Wed, 20 Jan 2016 21:31:48 GMT

I just got the attached error message despite being connected less than an hour ago.

Re: Connection Problems

innovatenate — Thu, 21 Jan 2016 00:14:50 GMT

Based upon the description of launching in offline mode, I would guess that Fusion 360 is having difficulty connecting.

Is this a laptop? Do you switch network environments very often? Is so, the below URL may help to clear up the issue.

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

If this suggestion doesn't seem to help, could you post a copy of the diagnostic log file here for further review?

Thanks,

Re: Connection Problems

baribak — Thu, 21 Jan 2016 03:32:29 GMT

Hi,

Thanks for the info. Regarding the error message, can you try the following:

If logged into Fusion, exit.
Launch Explorer.
Navigate to: c:\users\<username>\appdata\local\autodesk
Delete the folder "Web Services".
Exit Explorer and launch Fusion.
You should be prompted to login. Check to see if you're online.

Next, click on the "Username" menu and ensure the Work Offline option is not selected.

Finally, while in Fusion go to the "?" menu and select "Diagnostic Log Files". This will create a ZIP file of your log files that you can attach here so we can review them to see what may be causing issues.

Thanks!

Regards,

Re: Connection Problems

Anonymous — Fri, 22 Jan 2016 14:42:16 GMT

It is a laptop, but it never moves. I use the same wired connection everyday. Wifi is turned off.

After removing the Login State.xml file per the instructions in your link, Fusion fails to launch. I get an error message that says "The application has encountered an unexpected authentication error and must be quit".

Diagnostics file is attached. I had repeated problems Wednesday (1/20), no problems yesterday, and problems again today.

Re: Connection Problems

innovatenate — Fri, 22 Jan 2016 18:09:03 GMT

There is another URL below that may help with the unexpected authentication error.

http://knowledge.autodesk.com/article/Fusion-360-error-during-launch-The-application-has-encountered-an-unexpected-authentication-error-and-must-be-quit

In some previous cases, this error has been caused by malware being installed on a user's system and "hi-jacking" internet options and network communications. Check out the below forum discussion for an example.

http://forums.autodesk.com/t5/design-validate-document/fusion-360-crash-on-startup/m-p/6000683#M43361

If you haven't done so, you may want to run a virus scan on the system to see if anything is detected. I hope that helps!

Let me know if you have any questions.

Thanks,

Re: Connection Problems

baribak — Fri, 22 Jan 2016 18:14:24 GMT

Hi Jason,

Thanks very much for your patience as we track this down. The log did provide insight into possible causes:

On deleting the LoginState.xml file, if you haven't please delete the entire Web Services folder.

The authentication error is indicative of Fusion's inability to connect with some of our servers. Some things to check:

Is the network connection being redirected via a Hosts file (c:\windows\system32\drivers\etc)?
Is a proxy server being used? Can it be connected to another network (e.g home) and see if Fusion launches without error?
Could there be an environment variable setting that's affecting network connectivity? e.g. HTTP_PROXY?
Could there be a resident process in memory affecting connectivity? To check, reboot the system to see if Fusion launches.

I also noticed there was a file pending in your upload queue. To remove this as a possible cause do the following:

Launch Explorer and navigate to: c:\users\<username>\appdata\local\Autodesk\Autodesk Fusion 360\{alphanumeric folder}\w.login
Delete the file UploadQueuedFileList.xml.

To remove any browser cache/options issues as possibly affecting launch try the following:

Go to c:\users\<username>\appdata\roaming\autodesk\neutron platform\options\{alphanumeric folder name}. Delete the file NGlobalOptions.xml.
Go to c:\users\<username>\appdata\roaming\autodesk\neutron platform\options. Delete the file NMachineSpecificOptions.xml.
Go to c:\users\<username>\appdata\local\temp\autodesk\ and delete the BrowserCache folder.
Try launching Fusion.

Finally, if you're still seeing issues I am more than happy to contact you directly at a time/day that works for you. Feel free to send me time/day/contact number using kevin dot baribault at autodesk dot com.

Regards,

Re: Connection Problems

Anonymous — Fri, 18 Mar 2016 19:16:03 GMT

I have not seen this problem again in the 2 months since I posted (I changed nothing), but now I periodically get a message saying something about an error on update and a link pointing to the attached log file.

Re: Connection Problems

Anonymous — Fri, 18 Mar 2016 19:37:12 GMT

not sure if this will help but it is a guess.
Are you up to date with your Java client?