topic Re: Can't see existing projects; can't save new designs in Fusion Support Forum

Can't see existing projects; can't save new designs

drhenderson — Sat, 17 Aug 2019 01:28:19 GMT

For a couple of weeks now, I've been unable to use Fusion 360. The data panel shows a wait cursor for a little while right after I open Fusion, but then apparently finds nothing. If I click on my user ID and open the website in a browser, I can still see all of my existing projects-- they just don't show up in Fusion.

Additionally, if I attempt to save a file, it tells me that "Fusion 360 is synchronizing the data with cloud storage. Please try again in a moment." But as I said, I've been seeing this message for weeks now. I have completely uninstalled the app, deleted the <user>/library/Application Support/Autodesk folder from my hard drive and reinstalled, but nothing changed. A moment ago, when I hit the refresh button in the data panel, a message appears briefly in the title bar area-- "Response not a JSON". Apparently, the web service is sending a non-JSON response when Fusion requests data to populate the data panel.

Any suggestions as to how I can fix this?

Re: Can't see existing projects; can't save new designs

g-andresen — Sat, 17 Aug 2019 09:08:17 GMT

Hi,

did you follow the tips for clean uninstall?

günther

Re: Can't see existing projects; can't save new designs

drhenderson — Mon, 19 Aug 2019 03:58:15 GMT

Yes, I followed the instructions and did a clean uninstall. In fact, I've done it twice. The problem persists.

I checked things on a second computer. From there, I can sign in successfully and see all of the projects on that machine, so it's definitely something about my MacBook.

Re: Can't see existing projects; can't save new designs

g-andresen — Mon, 19 Aug 2019 09:01:54 GMT

Hi,

in another thread of your "namesake" there is a hint to clean up the datapanel.
If Fusion is running on another computer, I would create another system account on your Macbook and install Fusion there.

This has already helped me because there were obvious irritations with the user folders.

günther

Re: Can't see existing projects; can't save new designs

drhenderson — Tue, 27 Aug 2019 13:13:02 GMT

The steps to cleanup the data panel are a subset of the steps for doing a clean uninstall, that really wasn't any help. I am also not inclined to create a new user account on the machine just so I can run Fusion 360. It's a pain to have to switch user accounts just to run a piece of software.

I still believe that there is some kind of server-side issue. I see an error message indicating that the server's response is invalid JSON.

@ryan.bales, @jeff_strater, @karina.harper, @Phil.E,-- any suggestions on how to get this fixed?

Re: Can't see existing projects; can't save new designs

karina.harper — Tue, 27 Aug 2019 16:25:55 GMT

Hi @drhenderson

It looks like this is an issue with the network configuration/DNS server. Have a look at this article and make sure everything is configured correctly.

If none of those solutions fixes it, please collect your log files and share them in this thread.

Cheers,

Karina

Re: Can't see existing projects; can't save new designs

drhenderson — Wed, 11 Sep 2019 01:31:44 GMT

I went through the documentation and double-checked all of the networking and firewall settings. The firewall isn't enabled on my machine and things look fine. There also haven't been any recent changes to this machine that would cause Fusion to suddenly not be able to connect.

Re: Can't see existing projects; can't save new designs

drhenderson — Wed, 11 Sep 2019 01:37:04 GMT

@karina.harper, Here are the logs...

Re: Can't see existing projects; can't save new designs

karina.harper — Wed, 11 Sep 2019 16:19:09 GMT

Thanks @drhenderson

Hm.. there is this troubling sequence of errors here:

20190829T222003 E Cloud browser API FAILED workflow name :
20190829T222003 E get_projects_list
20190829T222003 E Cloud browser API FAILED workflow parameters :
20190829T222003 E {"useCache":false}
20190829T222003 E

It looks like Fusion is unable to access your projects. I'm going to need to log an internal ticket with our cloud team to repair your account.

I'll let you know once it's created and what I hear from them.

Cheers,

Karina

Re: Can't see existing projects; can't save new designs

karina.harper — Wed, 11 Sep 2019 17:46:16 GMT

Hi @drhenderson

Can you take some screenshots of what you see in Fusion? What do you see when you go to your online hub? ( myhub.autodesk360.com )

I have started a ticket as ATEAM-23390.

Thanks,

Karina

Re: Can't see existing projects; can't save new designs

drhenderson — Thu, 12 Sep 2019 00:07:29 GMT

@karina.harper, In Fusion, I see the stuff in the data pane you'd expect a brand new user to see. When I click the refresh button on the top right of the data pane, the wait cursor shows up briefly and when it disappears, there's a message that appears just below the data pane title bar-- "Response is not valid JSON." As a software developer, it appears to me that the problem is that the response from the server is in an unexpected (non-JSON) format. Maybe an error response of some kind?

I can log into the website and see all of my projects just fine. Things look great there.

As previously mentioned, there's no problem with getting to projects when I log into fusion from a secondary laptop that I use for 3d printing. That part has me a bit baffled. If the problem were on the server, I'd expect to not be able to see my projects from either machine. If the problem is here on this machine, I'd expect the clean uninstall and re-installation to resolve the problem.

Re: Can't see existing projects; can't save new designs

drhenderson — Thu, 12 Sep 2019 00:13:59 GMT

Don't know if this helps, but here's the specs on my MacBook Pro:

And I am running Fusion 360 v2.0.6263

Re: Can't see existing projects; can't save new designs

karina.harper — Thu, 12 Sep 2019 22:16:11 GMT

I have escalated this to case # 15752990.

Cheers,

Karina