topic Re: Outage Detected message but no real outage. in Fusion Support Forum

Outage Detected message but no real outage.

caddzeus — Tue, 21 May 2024 01:05:35 GMT

I keep getting the message that I'm working offline because of an unexpected outage, (see attached image) but there's no outage reported from Autodesk, and if I launch Fusion from a different computer, I can access my online files as usual. This seems to be a sporadic error, as I can be working for minutes to hours before it shows up, and I can no longer access my files from another computer. I haven't noticed any specific trigger to the "outage".

Re: Outage Detected message but no real outage.

RajkumarIlanchelian — Tue, 21 May 2024 01:10:02 GMT

@caddzeus Can you please collect log files for us?

1. Close Fusion
2. Go to add/remove programs
3. Select Fusion - Modify

4. This launches the Fusion service utility

5. Run gather system info

6. This will generate two zip files - please attach the Fusiondiagnosticcslogs.zip

7. Now in the service utility - run the reset Fusion

8. Now launch Fusion and does it go back online?

Re: Outage Detected message but no real outage.

caddzeus — Wed, 22 May 2024 00:32:42 GMT

See attached for the file you requested. Also, after following your instructions I was unable to launch fusion and received the message below. According to the linked support article, I'll have to reset fusion and LOOSE all my cached offline data.

Re: Outage Detected message but no real outage.

RajkumarIlanchelian — Wed, 22 May 2024 01:42:29 GMT

@caddzeus The logs shows that you have one file on disk that is still waiting to be uploaded to the cloud.

If you connect to a different network (say a mobile hotspot) does that log you in?

Re: Outage Detected message but no real outage.

caddzeus — Wed, 22 May 2024 03:06:59 GMT

I have stable, hardwired internet service and no other means to connect to the internet. I use a desktop workstation with no wifi card. At this point, I performed the "Reset Fusion" that you recommended and lost the ability to login. I then reset again, losing my cached offline data, but was able to login, open a file, make some changes, and hopefully it saved to the cloud. I exited Fusion, re-launched Fusion, and now I'm back to the original problem of "detecting an unexpected outage" that's not really happening, and I have no access to my online files. I've attached a current diagnostic log.

Re: Outage Detected message but no real outage.

RajkumarIlanchelian — Wed, 22 May 2024 03:52:54 GMT

@caddzeus Can you please run this in a browser and post the result? https://js.prd.fusionapi.autodesk.com/hds/fusion360.json

Also, if you go to https://login.autodesk360.com/login and login, then select a design and "open in desktop" does it launch Fusion and if it does, does it come back online?

Re: Outage Detected message but no real outage.

caddzeus — Wed, 22 May 2024 06:06:04 GMT

the results from the link:

{
    "id": "fusion360",
    "name": "Fusion 360",
    "previous_status": "degraded_performance",
    "restore_delay": {
        "commercial": 60,
        "free": 720,
        "trial": 120
    },
    "since_time": "2024-05-17T12:34:51.180-07:00",
    "status": "operational",
    "status_badge": "Operational",
    "updated_at": "2024-05-17T12:34:51.180-07:00"
}

"open from desktop" from the link provided did launch Fusion, but it still shows as an unexpected outage.

Re: Outage Detected message but no real outage.

RajkumarIlanchelian — Sat, 25 May 2024 01:10:00 GMT

@caddzeus Can you please try this?

1. Close Fusion
2. Go to C:\Users\<USER>\AppData\Local\Autodesk\Identity Services\idservices.db

Can you delete the iservices.db file and then restart Fusion?

Re: Outage Detected message but no real outage.

caddzeus — Sun, 26 May 2024 02:34:15 GMT

I have done as you requested, and at least for now, it is working. I'll keep an eye on it and update if it remains connected.