topic Re: Sign in failure in Fusion Support Forum

Sign in failure

Anonymous — Sat, 30 May 2020 12:23:43 GMT

I cannot sign in to my account on fusion 360 and keep getting sign in failure error. The error pops up after 2 step verification. I have tried everything I can find on the internet. I don't use any proxy, I don't have any antivirus, even Windows defender is off. My windows firewall is set to off. My time and time zone is set to automatic, and clock is properly synced with internet. I can also log in to this link https://myhub.autodesk360.com/g/all_projects/active without any problem.

log file is attached.

Re: Sign in failure

Phil.E — Sat, 30 May 2020 14:53:44 GMT

Hi,

Sorry to hear this. Please try this remedy.

In windows explorer, go to this location:
1. %appdata%\Autodesk\Neutron Platform\Options
Delete NMachineSpecificOptions.xml file
Try to start Fusion again.

Please let me know if this helps.

Thanks,

Re: Sign in failure

Anonymous — Sat, 30 May 2020 15:09:13 GMT

Thank you very much for your assistance, your solution works flawlessly. I can't believe it was that simple.

cheers.

Re: Sign in failure

Phil.E — Sat, 30 May 2020 15:13:09 GMT

Thanks glad to know it helped.

This is definitely something you should not have to face, we want to fix it so that never happens again. Thanks for your patience in the meantime.

Regards,

Re: Sign in failure

Anonymous — Sat, 30 May 2020 19:50:15 GMT

I have the same problem as the user above.

I have gone through the sign in failure article that the message directs to.

I deleted the file suggested here.

I turned off my firewall. I can't sign in.

What other solutions are there?

Re: Sign in failure

Phil.E — Sun, 31 May 2020 15:41:25 GMT

Please try this remedy.

In windows explorer, go to this location:
1. %appdata%\Autodesk\Neutron Platform\Options
Delete NMachineSpecificOptions.xml file
Try to start Fusion again.

Please let me know if this helps.

Re: Sign in failure

marcokoeppl2904 — Wed, 03 Jun 2020 18:58:21 GMT

@Phil.E schrieb:
Please try this remedy.

In windows explorer, go to this location:
%appdata%\Autodesk\Neutron Platform\Options
Delete NMachineSpecificOptions.xml file
Try to start Fusion again.

Please let me know if this helps.

Hello,

I also have trouble to get Fusion started.

I shows always the Sing in Failure.

I did delete the xml file you mentioned, but whenever I restart Fusion the file shows up again.

Re: Sign in failure

Phil.E — Wed, 03 Jun 2020 18:59:45 GMT

That is expected.

Are you able to log in?

Re: Sign in failure

Anonymous — Wed, 03 Jun 2020 19:21:29 GMT

Following these instructions worked for me. Question is why did the problem occur in the first place. It has taken me days to find this solution. lost time, and a lot of frustration. Why isn't this advice, that works, provided in the help article that the warning message links to?

Re: Sign in failure

Phil.E — Wed, 03 Jun 2020 19:36:20 GMT

@Anonymous

Why did this happen? Not sure, but it's treated as a bug and the desire is to fix it asap. It's software, bugs happen. They get fixed and we improve the software to hopefully never have the same bug again.

The advice is included in the article. The article advises a "clean uninstall/reinstall", I hope you saw that. A full clean uninstall removes the same file.

Re: Sign in failure

Anonymous — Wed, 03 Jun 2020 20:07:34 GMT

I did see the do a full clean install advice. Thing is that involves significant time and messing around on my part.

Deleting a single file takes a minute and fixed the problem - how is reinstalling the whole package comparable to that?

I don't want to spend my time uninstalling and reinstalling software if there is a simple fix available.

I don't have infinite time. when I discover Fusion is broken, again, I need the quickest possible fix because I need to use the software.

Re: Sign in failure

Phil.E — Wed, 03 Jun 2020 20:59:26 GMT

I don't disagree, these are workarounds, not workflows.

The reason that article advises clean uninstall (which can be done with this tool) is that product support has determined that more than one problem can result in this state. Therefore the advice is general, not specific. And generally speaking, wiping everything out gets customers up and running faster. This is all based on data from thousands of customer interactions.

What is happening to customers that can recover by wiping out machine options, and maybe you, may be related to changing networks or proxy servers. Do you often take your computer onto different networks? Like home/school/work travels? I'm curious how it happens so often for you that you feel like it's a constant problem, and also want to make sure we fix the right problem here.

Re: Sign in failure

Anonymous — Wed, 03 Jun 2020 21:24:48 GMT

Thank you for the clarification.

Yes, I travel a lot. Small business with three employees, work at office, work at home, work at contractor sites during equipment builds, work at Customer sites during installation, and hotels, and sometimes even coffee shops - though no coffee shops for the last few months. And sometimes places where there is no connection (usually Customers who don't want strangers using their WiFi) - which has caught me out a few times when fusion has decided that it won't start because it can't call home - at least I assume that's why it isn't starting.

Most recent issue involved travel between time zones - I left my computer on home time zone (eastern) but I was located in Central time zone - at a Large Customer, who likely had quite sophisticated firewalls and what not set up on their Guest network (example: I use some software via RDP - this was blocked at the Customers site). But couldn't get fusion to start at the hotel either - which likely has very little network infrastructure set up. Once broken stays broken until fixed?

And then when I got home - still not working. Luckily I didn't really need CAD functionality while I was away. Instead I had to dig up pdf's of the drawings I had emailed earlier and work from them.

Re: Sign in failure

Anonymous — Sun, 21 Jun 2020 00:52:58 GMT

Thanks for helping,

but this did not fix the problem. I tried again, uninstalling Fusion, deleting the autodesk folder in app data, and reinstalling. The sign in failure continues.

Re: Sign in failure

Phil.E — Mon, 22 Jun 2020 22:53:10 GMT

@Anonymous

If there was a folder after doing an uninstall, you might not have done a full clean uninstall. This is why I was trying to get people to delete the problem file (not an entire folder) rather than uninstall, it's just easier.

Can you please try all the steps listed here and let me know how it goes?

https://knowledge.autodesk.com/support/fusion-360/learn-explore/caas/sfdcarticles/sfdcarticles/How-to-do-a-clean-uninstall-of-Autodesk-Fusion-360.html

Re: Sign in failure

Anonymous — Sat, 19 Sep 2020 17:29:57 GMT

Just as a follow up, I experienced the same problem listed above Sep 19, 2020.

I wasted a lot of time trying to add things through firewalls and open ports on my computer based on the autodesk support article listed here:
https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/complexsolutions/complex_solution_path/message-sign-failure-there-was-error-while-logging-fusion-360.html?utm_source=Sign%20In&utm_medium=Error%20Message&utm_campaign=Fusion

It would be very helpful if the know solution to delete the file mentioned above were added to the help article above, especially since when the error occurs a link to the above article is displayed.

If it helps at all, my own unique circumstance happened only after my licence expired and I had to renew with a new startup license.

Re: Sign in failure

Phil.E — Mon, 21 Sep 2020 17:08:45 GMT

Hi,

Thanks for the feedback. As explained earlier in this thread, there are a few ways to encounter this. The help article is designed to walk you through your situation to reach the correct suggestion.

In this case, the instructions to delete the file is two choices away from the start point. I have asked the author of this page to check on the order that options are presented as you work your way through the choices.

In your situation I would assume you made these choices, but somehow ended up with advice for setting your firewall and ports.

Here's what I tried:

Thanks for the feedback. We hope experiences like this become a thing of the past as we work to fix these issues. Your feedback helps this process.

Re: Sign in failure

Anonymous — Mon, 30 Nov 2020 23:26:09 GMT

I have the exact same problem, (Sign-In Error) as you do except mine is on a new MacBook Pro. Any suggestions

Re: Sign in failure

Phil.E — Mon, 30 Nov 2020 23:48:35 GMT

Have you tried this?

Re: Sign in failure

talhaqureshi65 — Sun, 17 Sep 2023 16:05:17 GMT

hey there im having the same issue how ever as suggested in the solution when i go to option folder im unable to find any such file all ive tried almost everything and nothing seems to work i was just about to teach fusion to many of my friends given how bugged this software is first their were other errors now after reinstalling i cant even sign in i had a lot of data in the cloud which cant acess right now