topic Re: What Is Going On With Fusion Support? in Fusion Support Forum

What Is Going On With Fusion Support?

Natranzow — Mon, 22 Sep 2025 23:21:08 GMT

Its been 6 weeks of trying to get a project transferred to a different hub. It took 4 weeks to get to a point where Fusion decided they needed to do some internal approval. That took 2 weeks for them to sort that out. Now that the options are available to transfer to a different hub, the transfer fails after 30minutes or so of it sitting at 8%. All while working with the same guy with a Thailand area code that is extremely difficult to understand. Fusion has WAY over complicated their file management system if after 6 weeks, it still cant work. Just an incredible amount of steps and hours of communication all to transfer a few hundred MBs of data. Insanity.

Re: What Is Going On With Fusion Support?

RajkumarIlanchelian — Tue, 23 Sep 2025 00:08:23 GMT

@Natranzow Our apologies for your experience. Can you please give me your support case ID can I can follow up with what is going on?

Re: What Is Going On With Fusion Support?

Natranzow — Tue, 23 Sep 2025 13:25:45 GMT

Case: 24657219

Re: What Is Going On With Fusion Support?

RajkumarIlanchelian — Tue, 23 Sep 2025 13:33:40 GMT

@Natranzow Thank you.

We have our our engineering team expert @Andy.Spivey following up on this internally. Will post update here shortly.

Re: What Is Going On With Fusion Support?

Andy.Spivey — Tue, 23 Sep 2025 14:48:00 GMT

Thank you for the tag, Raj.

@Natranzow -as Raj stated, apologies on the experience you have had regarding.

Thank you for providing the case number you have with support - I am in contact with them to understand the current status and the history on the case. I'll provide an update later today after review and investigation.

Again, apologies thus far and thank you for continuing to work with us to get this resolved for you.

Re: What Is Going On With Fusion Support?

Andy.Spivey — Tue, 23 Sep 2025 18:58:59 GMT

Hi Natranzow, I believe we have identified the crux of the issue and are working to resolve it.

Re: What Is Going On With Fusion Support?

Andy.Spivey — Wed, 24 Sep 2025 15:05:14 GMT

Hi @Natranzow - can you please attempt the project transfer again? My expectation is that it will be successful.

Re: What Is Going On With Fusion Support?

Natranzow — Sun, 28 Sep 2025 23:10:46 GMT

The transfer was finally successful. It amazing that you guys could figure it out but a team of people over the phone along with screen sharing couldn't. Thank you!

Re: What Is Going On With Fusion Support?

Andy.Spivey — Mon, 29 Sep 2025 14:34:56 GMT

Thanks for circling back here - very glad it was able to be transferred successfully!