topic Re: Application freezes when switching to online in Fusion Support Forum

Application freezes when switching to online

vishnumaiea — Thu, 26 Apr 2018 12:27:52 GMT

I was working on my design yesterday in online mode with active internet connection. Then after a while I lost the internet connection and had to work offline for the rest of the day. I worked that day offline without manually switching to offline mode. After saving that day's modifications, I closed the application and shut down the computer. Today I started Fusion 360 but again I was having internet connectivity issues. So had to continue working for about two hours offline, but I was unable to save my modifications. The "Save", "Save As" etc options were disabled and feared I'd lose my modifications if I have to close the application for any reason. So I kept it running. Later my internet connectivity was resolved and computer went online again. But when I clocked the "Job Status" button on the upper right, the application window suddenly frozen (Screenshot_1). It was not responding, even the close button did not work. So I had to terminate the application from Task Manager.

Then I restarted the application and it showed there was a backup of the design I was working available for recovery. Then I tried to recover it but the application showed an error saying it couldn't recover it. Frustrated, I searched on the web how to locate the backup files and then came to know that it was saved in the "Crash Recovery" folder. So I saved the folder to a different location, renamed the backup file and opened it using the "New design from file" option. It was successfully opened and and all my last modifications were available. So that saved me. But the current problem is I'm unable to switch to Online mode (it's now in Offline mode). When I activate Online mode, it'd show "Going online.." but would eventually freeze and show the Screenshot_1. I tried deleting the "LoginStatus.xml" file and and then signing in again but it's not helping. I'm able to sign in, but can't activate Online mode.

Re: Application freezes when switching to online

paul.clauss — Sun, 29 Apr 2018 16:24:29 GMT

Hi @vishnumaiea

Thanks for posting. I'm glad to hear you were able to find the recovery files!

In your screenshot, I see a white area near the center that looks like an error message should be there. Are you seeing any error messages? If so, please try to get another screenshot or include the text from the message you see.

We've seen some similar issues to this with anti-virus/firewall programs (particularly Norton ConnectSafe) - will Fusion switch back to online mode if you disable any antivirus/firewall programs on your system? It sounds like this may be an internet connection issue, so please check your network against our guide (linked here) to ensure Fusion is able to connect.

I hope this helps! If you continue to experience problems, please try to confirm an error message and gather your diagnostic log files to attach to this forum thread - I'm happy to have a look. Please let me know if you have any questions.

Re: Application freezes when switching to online

vishnumaiea — Mon, 30 Apr 2018 18:42:41 GMT

Hello Paul,

Regarding that white area, I also thought the same. There should've been an error message. But I'm sure that I couldn't see any error dialogues anywhere on my screen, and it always appeared like that.

After posting this issue here, I downloaded the latest version, uninstalled existing version (not sure if it was the latest) and reinstalled Fusion 360. That solved the problem for now. But I'm still not sure whether this will happen again, so I kind of have become hesitant to work offline!

My internet was working fine when I tried to switch to Online mode. I use Avast Free antivirus. I had saved the diagnostic file when it happened. I'll attach it.

Thanks for the reply 🙂

Re: Application freezes when switching to online

artistic_revolution — Wed, 09 May 2018 02:35:25 GMT

I am having this exact same freezing issue. This is a super frustrating bug.

Brand new Fusion 360 install on newly formatted laptop with no other programs installed (no firewall or anything to mess things up). Installed Fusion 360 last week and now I cannot go online (same crash) or save STLs (no window opens when I right click body > save).

This is pretty bad cause I can't send my project over. Having some doubts about this program and its cloud-based model. 😕

Re: Application freezes when switching to online

paul.clauss — Wed, 09 May 2018 02:58:58 GMT

Hi @artistic_revolution

Thanks for posting! This is not common behavior, so I bet we can get this issue resolved.

Have you confirmed that your network is set up properly to work with Fusion 360? Most new computers do come with some antivirus/firewall programs already installed - I would recommend having a look through the link above to ensure everything is set up correctly.

I did have a look at your crash reports and did not see any under the email address associated with your forum handle - have you been given the option to submit crash reports?

I also wonder about your graphics card, mostly due to the mention of STL files. New computers often come out of the box with out of date graphics drivers - please ensure you are using the most recent drivers available for your hardware.

We've also seen this issue corrected with a clean uninstall/reinstall - this forum thread gives some detail on this.

Having a look at your logs may help identify the cause of this problem - please send them over using this procedure if you continue to see problems. I hope this helps!

Re: Application freezes when switching to online

artistic_revolution — Wed, 09 May 2018 07:16:27 GMT

As my post stated, I am using newest updates graphics drivers.

A clean reinstall / download finally fixed it. Very annoying since I just got a fresh install one week ago. This was a really bad bug, and makes me wonder what the support is like for this product on Windows 7 64-bit.

Not being able to bounce my own design was really frustrating. I hope Autodesk does better in the future.

Re: Application freezes when switching to online

themetricguy — Wed, 23 May 2018 21:42:03 GMT

Having exact same issue with this errors in the log:

2018-05-23 16:33:50 [10016] Executable: "C:\Users\moe\AppData\Local\Autodesk\webdeploy\production\8b78d040dfea4f390bf2e76efd15ae50511bb0\Fusion360.exe"
2018-05-23 16:33:51 [10016] Library: "C:\Users\moe\AppData\Local\Autodesk\webdeploy\production\8b78d040dfea4f390bf2e76efd15ae50511bb0\Chronicle.dll"
2018-05-23 16:33:51 [10016] IPC Startup
2018-05-23 16:33:51 [10016] IPC Pipe Event: "com.autodesk.chronicle.control.event"
2018-05-23 16:33:51 [10016] IPC Pipe: "\\.\pipe\com.autodesk.chronicle.control"
2018-05-23 16:33:51 [10016] IPC Pipe NOT OPENED (2)
2018-05-23 16:33:51 [10016] IPC MISSING VALUE "Command" in "HKEY_LOCAL_MACHINE\Software\Autodesk\Chronicle\IPC"
2018-05-23 16:33:51 [10016] IPC Startup FAILED (183)
2018-05-23 16:33:51 [10016] IPC Shutdown
2018-05-23 16:33:51 [10016] IPC Shutdown
2018-05-23 16:33:51 [10016] IPC Startup
2018-05-23 16:33:51 [10016] IPC Pipe Event: "com.autodesk.chronicle.control.event"
2018-05-23 16:33:51 [10016] IPC Pipe: "\\.\pipe\com.autodesk.chronicle.control"
2018-05-23 16:33:51 [10016] IPC Pipe NOT OPENED (2)
2018-05-23 16:33:51 [10016] IPC MISSING VALUE "Command" in "HKEY_LOCAL_MACHINE\Software\Autodesk\Chronicle\IPC"
2018-05-23 16:33:51 [10016] IPC Startup FAILED (183)
2018-05-23 16:33:51 [10016] IPC Shutdown
2018-05-23 16:33:51 [10016] IPC Shutdown

Re: Application freezes when switching to online

paul.clauss — Wed, 23 May 2018 22:46:43 GMT

Hi @themetricguy

Thanks for posting! It looks like a clean uninstall/reinstall of Fusion resolved this issue for most other users on this thread - have you tried working through this procedure?

I've also seen some issues related to the error message in your logs from a problem with Google Analytics - if you enter your preferences and navigate to the "Data Collection and Use" tab, does disabling Google Analytics help resolve this problem?

I hope this helps! If you continue to experience issues, please attach the entirety of your logs to this forum thread - I'm happy to have a look.

Re: Application freezes when switching to online

themetricguy — Thu, 24 May 2018 21:48:43 GMT

In my case, running web-installer did the trick. Thanks for your help.

Re: Application freezes when switching to online

Anonymous — Fri, 12 Oct 2018 05:17:43 GMT

I have same terrible problem. My laptop have Internet connection. But after running Fusion 360 I got that small glitchy centered white window which locks all Fusion 360.

I'm noticed that it's some WebBrowser (integrated) window. By some random combination I can close it, but after that all Fusion 360 will be closed too :(.