topic Re: Unable to even use the software in Fusion Support Forum

Unable to even use the software

weihao_wei — Fri, 14 Jun 2024 05:17:08 GMT

Blank screen no matter what. At best time I managed to got into the UI and then the software just crashed.

"can't find a solution" is what I got from the crash report.

Software were stable few updates ago and now I can not even ask my manager to renewal it since this is no usable .

So far tried:

Uninstall and reinstall 50 times at least

Restarting PC many times.

Tried updating graphic card driver many times, tried different versions. (RTX4080)

Tried clean install with all hidden folders deleted 10 times.

Tried Registry deletion many times.

Tried every single function on the utility tool.

Re: Unable to even use the software

RajkumarIlanchelian — Fri, 14 Jun 2024 14:46:11 GMT

@weihao_wei Can you please provide us the log files?

Close Fusion

Go to add/remove programs

Select Autodesk Fusion - Modify

This will launch the Fusion service utility

Run the "Gather system info"
This will generate two zip files

6. We will need the Fusiondoagnosticslogs.zip

Re: Unable to even use the software

RajkumarIlanchelian — Fri, 14 Jun 2024 14:47:51 GMT

@weihao_wei Can you also try another workflow?

1. On this same machine quickly create another admin account and Install Fusion there and see if it launches successfully?

2. On this current install, if you right click on the launcher and do a "Run as Admin" does it make any difference?

3. Is it possible that a Windows defender settings or firewall block could be stopping the software from running?

Re: Unable to even use the software

weihao_wei — Fri, 14 Jun 2024 15:11:09 GMT

I tried, however "Run the "Gather system info"" only activate the program for a split second and then the whole thing just closed down.

Re: Unable to even use the software

RajkumarIlanchelian — Fri, 14 Jun 2024 15:12:35 GMT

@weihao_wei

1. Can you manually collect all three files called out in this article? https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/How-to-manually-collect-the-log-files-for-Autodesk-Fusion-360.html

2. Also I posted another post above with a few other workflow to test out.

Re: Unable to even use the software

weihao_wei — Fri, 14 Jun 2024 15:18:46 GMT

Network seemed fine

I tried a different email, personal account

I get passed to the UI, but then it crashed.

report ID is 768642216

maybe the minidump file can help?

Re: Unable to even use the software

RajkumarIlanchelian — Fri, 14 Jun 2024 15:22:38 GMT

@weihao_wei Can you look at message #3 and #5 from this post above?

So your commercial account is not showing any UI but your personal account login is ok with UI but crashes after a while, right?

Re: Unable to even use the software

weihao_wei — Fri, 14 Jun 2024 15:23:54 GMT

1. On this same machine quickly create another admin account and Install Fusion there and see if it launches successfully?

Not working at the moment

2. On this current install, if you right click on the launcher and do a "Run as Admin" does it make any difference?

Not working at the moment

3. Is it possible that a Windows defender settings or firewall block could be stopping the software from running?

It should not be because the app were running fine 2 weeks ago before the update, been using the app on the same PC for 2 years.

Re: Unable to even use the software

weihao_wei — Fri, 14 Jun 2024 15:25:18 GMT

Yes

The commercial account is basically white screen after show "Connecting to data" after login

Personal account goes sudden crash 100% of the times after UI loaded (new update features pop up)

Re: Unable to even use the software

RajkumarIlanchelian — Fri, 14 Jun 2024 15:28:01 GMT

@weihao_wei

Can I take not working at the moment means that you tried it and you are seeing the same result?

Also, can you disable windows defender and see if that helps? Windows often makes updates as well that can make changes.

Please also follow the link to he article to collect manual logs.

Re: Unable to even use the software

weihao_wei — Fri, 14 Jun 2024 15:32:56 GMT

Oh crap! reset the firewall and now the personal account can be entered.

I can open file now.

Only thing I noticed

This area is blank

Re: Unable to even use the software

weihao_wei — Fri, 14 Jun 2024 15:42:42 GMT

Alright firewall reset did something (Autodesk service are all allowed)

Trying the commercial account now, I know it is trial for now (if it works then yes I can request the purchase)

Commercial account stills shows blank screen, but the utility tool is working now

here are the automatic generated files.

Hopefully we can know what happened!

Re: Unable to even use the software

RajkumarIlanchelian — Fri, 14 Jun 2024 16:13:50 GMT

@weihao_wei OK. We are heading in the right direction here. The logs shows that I am not seeing some of the folders I want to see. Let's do this.

1. Login to your personal account

2. Now properly logout

3. Close Fusion

4. Go to the service utility - Run the "reset Fusion"

5. Now go to C:\Users\(username)\Appdata\Local\Autodesk
6. Delete "Autodesk Fusion 360 Folder"
7. Go to %localappdata%\Autodesk\
8. Delete the "Identity Service" folder
9. Now start Fusion
10. It should ask you to login
11. Use your trial account

12. If the same problem happens NOW please collect logs and send again

Re: Unable to even use the software

weihao_wei — Fri, 14 Jun 2024 17:13:35 GMT

Alright done the exact step by step

Still have the blank screen on trail account, the "gather system info" function now again, crashes/automatically closed.

However I followed the previous post and gathered all manual logs here, see attachment.

Thanks!

Re: Unable to even use the software

RajkumarIlanchelian — Fri, 14 Jun 2024 22:09:27 GMT

@weihao_wei Can't find all the information I need in the logs as they are not even registering it. I am actively looking at it but will be a bit slow over the weekend.

When you Go into the Autodesk Fusion 360 folder are you seeing a unique value folder? This gets created asa result of your login per your account. Are you seeing this?

Re: Unable to even use the software

weihao_wei — Fri, 14 Jun 2024 22:48:08 GMT

No worry by end of next week should be ok

This is what I see

Re: Unable to even use the software

weihao_wei — Tue, 18 Jun 2024 15:07:09 GMT

Any updates?