topic Re: Unable to update - Help? in Fusion Support Forum

Unable to update - Help?

emisnug — Mon, 10 Aug 2020 21:04:13 GMT

Hi All

I'm not able to update Fusion 360 to the latest version. I've attached the log, restarted my computer several times and still am not able to update. I have just joined a Fusion Team for the first time, and this version disconnect means that we're not able to work together. Would someone be able to help me out?

Thanks!

Re: Unable to update - Help?

jhackney1972 — Mon, 10 Aug 2020 21:40:05 GMT

You have the following error is your log file.

You can search the web for listings of the error related to Fusion 360 installation. One of them is here.

Message 3 in this forum post was the solution to one user.

Re: Unable to update - Help?

RajkumarIlanchelian — Mon, 10 Aug 2020 21:48:57 GMT

Can you confirm which version of Fusion you are on? Help -> About

The SSl certificaten error could be that you are on a very old version of Fusion. If that is the case then , uninstall/reinstall of Fusion will be your other option since we know we will fail on older builds (The real key in that case is why were you not updated earlier on in the first place).

Re: Unable to update - Help?

emisnug — Mon, 10 Aug 2020 21:57:10 GMT

I am on V2.0.7830

I'm not sure why it's throwing up an SSL Cert error, but I can assure you that I did an extensive search of both these forums and the general web before reaching out for help.

Re: Unable to update - Help?

RajkumarIlanchelian — Mon, 10 Aug 2020 22:00:28 GMT

2.0.7830 is our March update and we have since did about 10 updates. I will continue looking at the logs for details but if you can follow the AKN articles for fixes (or an uninstall/reinstall). Would be great. Once you reinstall, I am positive that you will be picking up the live updates moving forwards.

Re: Unable to update - Help?

jhackney1972 — Mon, 10 Aug 2020 22:08:15 GMT

Be sure you use the Fusion 360 Uninstall tool

Re: Unable to update - Help?

emisnug — Mon, 10 Aug 2020 23:59:14 GMT

Well, I followed all the steps (a complete uninstall, using both the uninstall tool and manually deleting libraries etc as stated here: https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/How-to-do-a-clean-uninstall-of-Autodesk-Fusion-360.html?_ga=2.235280961.1716046939.1597010126-648364996.1593615432)

I now cannot install Fusion 360. Exactly the same problem as before, but now I don't have an older version of Fusion to continue designing on.

Log attached, I await responses with baited breath

Re: Unable to update - Help?

RajkumarIlanchelian — Tue, 11 Aug 2020 00:06:57 GMT

Are you presented with the same error as called out in this AKN? This is the one previously posted by @jhackney1972 . Did you try the uninstall after trying out the solutions on this AKN? If not can you try to see if any solutions listed on the AKN help? Going to find more in the logs now.

Re: Unable to update - Help?

emisnug — Tue, 11 Aug 2020 00:18:37 GMT

Yes, I tried all options presented to me by that AKN article. Please bear in mind that I am also on a Mac

I get a slightly different error code, but still comes down to SSL Certificate error.

After some investigation, it seems the installer cannot pull a valid security certificate from here: https://dl.appstreaming.autodesk.com/production/97e6dd95735340d6ad6e222a520454db/73e72ada57b7480280f7a6f4a289729f/full.json

However, I have checked that link and a certificate comes up fine. I have downloaded the CRL if that helps at all.

Re: Unable to update - Help?

jhackney1972 — Tue, 11 Aug 2020 00:22:51 GMT

If you know the certificate, why not go in and delete any of the offending ones.

Re: Unable to update - Help?

emisnug — Tue, 11 Aug 2020 00:29:59 GMT

When it comes down to it, I'm out of my depth when it comes to SSL Certificates. I don't particularly want to screw with anything that could screw up everything else.

However, with that said, all of the Certificates in Keychain Access are valid and up to date: the earliest expiration date in Feb 21, 2023.

Re: Unable to update - Help?

RajkumarIlanchelian — Tue, 11 Aug 2020 00:38:52 GMT

Any firewall that you run that you can disable?

Re: Unable to update - Help?

emisnug — Tue, 11 Aug 2020 00:47:45 GMT

The only thing I can't disable is our company-installed Zscaler. I've turned off everything else.

Re: Unable to update - Help?

RajkumarIlanchelian — Tue, 11 Aug 2020 02:12:45 GMT

I have been asking around internally about the logs and there are a couple more suggestions based on the logs:

Here is what I got:

That error typically means either a proxy server is intercepting the call and presenting an unexpected SSL certificate or the cert store on the computer is out of date and needs updating. ( like cacert.pem)

First recommendation would be for the user to see if any os updates are pending, second would be to double check proxy settings"

Re: Unable to update - Help?

emisnug — Tue, 11 Aug 2020 12:42:05 GMT

Hi

So I did the pending system OS update (I am now running Mac OS Catalina V10.15.6).

Exactly the same problem on install.

As far as proxies go, no proxies are checked.

Again, did the system wipe and attempted a clean install.

Same problem again.

All the certificates are in date, all systems are the latest and greatest, and still no luck installing.

Re: Unable to update - Help?

RajkumarIlanchelian — Tue, 11 Aug 2020 16:47:34 GMT

Looking more in to log files, here are a few other information that our development teams feels will help:

They anticipate that this could be related to python certificate . Couple of things:

1. Can you please go to

~/Library/Application Support/Autodesk/webdeploy/meta/streamer/*****/certs.pem

Note what is the date on this?

2. Run

python3 -m certifi

python -m certifi

This should print where python gets the certificate from.

Re: Unable to update - Help?

emisnug — Tue, 11 Aug 2020 18:45:38 GMT

I actually don't have the option to go to that folder: there's only the "register" file in the Meta subfolder.

Re: Unable to update - Help?

RajkumarIlanchelian — Wed, 12 Aug 2020 02:55:32 GMT

Apologies that it is taking longer than expected to identify what the issue could be. We are still trying out various possibilities internally to see what could be the issue.

In the meantime, can you please some manual deletes for me per this article?

1. Go to AKN

2. Go to the "Manual Clean Install for Mac OS"

3. You already completed Step #1

4. Can you try to go over all the other folders in there and see if there are anything left behind? If yes, please clear those folders?

Also, let me know if you can access this link:https://dl.appstreaming.autodesk.com/production/97e6dd95735340d6ad6e222a520454db/73e72ada57b7480280f7a6f4a289729f/full.json

Re: Unable to update - Help?

emisnug — Wed, 12 Aug 2020 20:06:17 GMT

Hi

I have triple-checked - everything that is listed in the AKN article has been deleted, the Trash emptied, the computer restarted several times.

I can access the URL absolutely fine.

Tried again to install, same error

Re: Unable to update - Help?

RajkumarIlanchelian — Wed, 12 Aug 2020 20:17:43 GMT

Can you please share what you got when you accessed the URL? I have a few other things to try out that I will post shortly.