topic Re: Fusion won't stay online in Fusion Support Forum

Fusion won't stay online

pionexYEJ5C — Wed, 15 May 2024 01:36:19 GMT

I have used Fusion for at least a year on Windows 11 and until mid April, I have never had any real problems. I was out of town for a few weeks and left my PC on - upon returning Fusion was offline and gave the error "We detected an unexpected outage". I was able to reset Fusion so that I could re login in Edge, and eventually it went online but the same error occurred a few hours later. I have since reset Fusion numerous times and even completely uninstalled and reinstalled Fusion, but it will only stay online for hours and then require resetting using the diagnostic utility. I am unaware of any specific changes to the PC while I was away (nobody was using it, but Windows and Fusion may have updated).

One oddity I did notice is that when I exported the diagnostic logs, the timestamp on the zip file and the folders within was 12 hours off from my system time (eg the system time was 1:33PM and the files had a stamp of 1:33AM). I exported several times just to make sure this wasn't a fluke. I don't understand how Fusion could have some other time besides the system time, but I'm curious if there is some kind of certificate authentication error due to mismatched times that is causing connection issues. I looked around in the logs, but I saw no entries that indicated it losing connection or not being able to connect back.

Re: Fusion won't stay online

RajkumarIlanchelian — Wed, 15 May 2024 01:54:46 GMT

@pionexYEJ5C Can you confirm that on your system how is the time synced? Is it using the Windows 11 default sync to the cloud for time?

Re: Fusion won't stay online

pionexYEJ5C — Wed, 15 May 2024 01:56:34 GMT

Yes, it is set to sync automatically using Windows 11 default sync and is set correctly

Re: Fusion won't stay online

RajkumarIlanchelian — Wed, 15 May 2024 01:58:09 GMT

@pionexYEJ5C Can you please try the below?

Close Fusion

Uninstall Fusion, then:
Go to C:\Users\user\AppData\Local\ DELETE folder Autodesk\
Delete your Fusion launcher shortcut
Download the installer again
Now install

Re: Fusion won't stay online

pionexYEJ5C — Wed, 15 May 2024 09:56:20 GMT

Thanks for the suggestion, but it did not fix the problem. After a few hours, it is offline again with the same unexpected outage error message.

Re: Fusion won't stay online

pionexYEJ5C — Wed, 15 May 2024 10:02:59 GMT

This is what I was referring to about the weird date issue

Re: Fusion won't stay online

RajkumarIlanchelian — Wed, 15 May 2024 21:26:06 GMT

@pionexYEJ5C Very interesting. In your data panel, when you save a file what is the time stamp created there? IS that still a 12 hour difference?

Re: Fusion won't stay online

pionexYEJ5C — Thu, 16 May 2024 22:58:41 GMT

No, if I save, the data panel has the correct time. It's just the diagnostic logs that have that weird time issue. I'm not sure if it's related, but just something strange that is happening.

Re: Fusion won't stay online

pionexYEJ5C — Fri, 24 May 2024 04:34:54 GMT

Are there any relevant logs that can be used to see what is going on. I had a search through myself but I didn't see anything obvious. I also tried wireshark to see if there was anything strange in the communications, but I couldn't see anything. Given that it works after resetting fusion and logging in, it seems like some kind of issue with the certificate and whatever other data that Fusion is caching to allow it to authenticate

Re: Fusion won't stay online

RajkumarIlanchelian — Fri, 24 May 2024 17:35:20 GMT

@pionexYEJ5C

Can you please try the below?

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

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

Re: Fusion won't stay online

pionexYEJ5C — Thu, 30 May 2024 09:45:58 GMT

That basically had the same temporary effect as resetting fusion. It required that I login again, but then it went back offline after a few hours

Re: Fusion won't stay online

RajkumarIlanchelian — Thu, 30 May 2024 17:07:48 GMT

@pionexYEJ5C Can you please provide with another information?

1. Clear the db file again
2. It should go online
3. The next time it goes offline can you capture the log files that that time and share it here please?

Re: Fusion won't stay online

pionexYEJ5C — Fri, 31 May 2024 03:35:27 GMT

I deleted the file about 5 hours ago, re logged in, and it went offline again less than 5 hours later. Here are the diagnostic logs. I will send you the password by private message.

It won't let me send you a PM, so the password is just your username: RajkumarIlanchelian

Re: Fusion won't stay online

pionexYEJ5C — Tue, 04 Jun 2024 04:36:01 GMT

I deleted the identity services file again and so far, fusion has been online for over 24 hours (something that has not happened in months). I will let you know if it goes offline again.