topic Re: Document stuck uploading in Fusion Support Forum

Document stuck uploading

adamsa — Mon, 29 Jul 2024 19:01:54 GMT

I have a document that is "still uploading" per the screenshot below. When I check the queue and look online, I don't see the document anywhere. I have also check on other computers and shows the same thing from within the app.

Issue is that it's counting against my editable documents? Any idea how to clear this?

Re: Document stuck uploading

RajkumarIlanchelian — Mon, 29 Jul 2024 19:57:35 GMT

@adamsa I am checking with our engineering team on how to dismiss this download. By any change do you work on multiple machines or is this is a lab machine where multiple accounts log in on the same machine at different times?

Re: Document stuck uploading

adamsa — Mon, 29 Jul 2024 20:03:05 GMT

I work on multiple machines. I believe the issue stemmed from my desktop falling asleep (i failed to close fusion). Then picking up the work on my laptop. I got the notice of fusion running on my desktop and I suspended the session. but seems to have gotten stuck somehow.

Re: Document stuck uploading

RajkumarIlanchelian — Mon, 29 Jul 2024 20:09:20 GMT

@adamsa Can you also please provide log files?

1. Go into Fusion - help - Support and disgnostics
2. Service utility
3. Run the gather system info
This will generate two zip files
4. We will need the Fusiondiagnosticslogs.zip file

Re: Document stuck uploading

adamsa — Mon, 29 Jul 2024 20:34:18 GMT

Does it matter which computer I do this from?

Re: Document stuck uploading

RajkumarIlanchelian — Mon, 29 Jul 2024 20:35:15 GMT

@adamsa From both would be very helpful. Since we do not know which machine triggered this problem.

Re: Document stuck uploading

adamsa — Mon, 29 Jul 2024 20:43:30 GMT

Here you go. This is from my desktop where I believe the issue started from.

Re: Document stuck uploading

RajkumarIlanchelian — Tue, 30 Jul 2024 14:31:43 GMT

@adamsa The log files unfortunately did not give us enough information. Here is a way to reset the editable documents in your queue. The below steps will remove all the editable documents and you will have to start marking things editable but this will remove the stalled ones.

Launch Fusion
Go Offline (manual switch)
Close Fusion
Rename the %APPDATA%\Autodesk\Neutron Platform\Options\<User ID>\login__ActiveDocuments file
Launch Fusion
Editable Document list should be empty
Mark a single document editable
Go Online
Please let us know if this worked for you.

Re: Document stuck uploading

adamsa — Tue, 30 Jul 2024 14:54:37 GMT

i followed the steps up to here:
-Launch Fusion
-Go Offline (manual switch)
-Close Fusion
-Rename the %APPDATA%\Autodesk\Neutron Platform\Options\<User ID>\login__ActiveDocuments file
-Launch Fusion
-Editable Document list should be empty

Now my entire project shows no documents.

Re: Document stuck uploading

RajkumarIlanchelian — Tue, 30 Jul 2024 14:55:54 GMT

@adamsa That is likely that nothing else was cached locally. Now if you go online in Fusion you should see all your documents and make each one editable.

Re: Document stuck uploading

adamsa — Tue, 30 Jul 2024 15:01:02 GMT

that looks to have worked. everything seems normal again and no hung up documents.

Re: Document stuck uploading

RajkumarIlanchelian — Tue, 30 Jul 2024 15:01:45 GMT

@adamsa Thank you for confirming that this is working.

Re: Document stuck uploading

diablozoe — Tue, 06 Aug 2024 19:20:46 GMT

can you give the steps to do this on a Mac?

Re: Document stuck uploading

RajkumarIlanchelian — Tue, 06 Aug 2024 22:11:34 GMT

@diablozoe The Mac equivalent would be in

/Users/Mac USER ID/Library/Application Support/Autodesk/Neutron Platform/\Options\<User ID>\login__ActiveDocuments file

Re: Document stuck uploading

chemixt — Wed, 07 Aug 2024 18:08:31 GMT

Thanks, I had the same problem and your solution worked.

Re: Document stuck uploading

diablozoe — Wed, 07 Aug 2024 19:30:51 GMT

Thanks. I have fixed the issue. Thanks to this post.

Re: Document stuck uploading

christian_collins — Fri, 09 Aug 2024 13:14:23 GMT

Bonjour @adamsa

Je me suis inspiré de votre méthode pour supprimer les documents éditables.

J'ai bien lancé Fusion et activé le mode hors ligne avant de refermer Fusion

Etant sous Windows 11 je n'ai pas trouvé la variable suivante : %APPDATA%\Autodesk\Neutron Platform\Options\<User ID>\login__ActiveDocuments

Je l'ai donc recherché sur le disque système et je l'ai trouvé à cette adresse : "C:\Users\<User ID>\AppData\Roaming\Autodesk\Neutron Platform\Options\VL6DM49L2SV9\login__ActiveDocuments"

Je l'ai renommé en ajoutant une lettre : "login__ActiveDocuments" est devenu "login__ActiveDocumentss"

J'ai relancé fusion la liste des projets n'était pas vide mais tous les documents étaient en lecture seule.
J'ai donc supprimé les documents à l'exception de l'un d'entre eux.
J'ai rendu ce dernier éditable et je l'ai rendu éditable.

J'ai fermé Fusion et je l'ai relancé : il était comme neuf !

Merci beaucoup vos informations précieuses.
J'espère que cela aidera d'autres personnes et qu'elles n'auront plus de soucis avec un chargement bloqué.

Re: Document stuck uploading

RajkumarIlanchelian — Fri, 09 Aug 2024 14:09:06 GMT

@christian_collins Glad the solution worked for you.

Re: Document stuck uploading

Grx3D — Fri, 09 Aug 2024 14:37:11 GMT

Merci !
Problème résolu merci a toi 🙂

Perso j'ai mis en Read only tout mes projet avant de faire la manip.

Le projet que j'avais supprimé est revenu dans ma liste, j'ai pu le supprimer définitivement 🙂

Re: Document stuck uploading

Ulrich-Dibbern — Fri, 23 Aug 2024 13:14:11 GMT

it works!