topic (Help) Error! Account configuration has failed in Fusion Support Forum

(Help) Error! Account configuration has failed

lukexm2 — Tue, 18 Mar 2025 09:54:50 GMT

Hi I am getting this error message when i tried to login and see my team/projects. Also missing a lot of projects from my left panel... need to access them immediately and a bit lost as to what to do. Error as been appearing since yesterday (+24hrs)

Any assistance greatly appreciated!

Re: (Help) Error! Account configuration has failed

lukexm2 — Tue, 18 Mar 2025 10:12:27 GMT

I have also un-installed and re-installed without any success

Re: (Help) Error! Account configuration has failed

RajkumarIlanchelian — Tue, 18 Mar 2025 13:39:55 GMT

@lukexm2 Can you please direct message me your email used to register for Fusion?

@Andy.Spivey FYI

Re: (Help) Error! Account configuration has failed

RajkumarIlanchelian — Tue, 18 Mar 2025 20:58:40 GMT

@lukexm2 Thank you for the email. I am having our engineering team look at it as well but I noticed that you have two hubs and both of which you are guest. you do not have your own hub. Can you check to see if there were any permissions changes for your account in those hubs? Your active hub has the email ID of luk*@gmail.com

Re: (Help) Error! Account configuration has failed

lukexm2 — Wed, 19 Mar 2025 07:49:19 GMT

@RajkumarIlanchelian thanks for checking - yes I had two hubs one was personal other was a team where by we have multiple engineers working on shared projects. I have not made any permission changes personally - I tried to "find hubs" but I get the same error message as in the screen shot appearing.

The current hubs that appear are linked to my gmail account... which may explain why I can't see my other projects from the team hub... but yet I can't even find the hub due to the error messages.

I had made some changes to permission for a user of ours to gain access to a project folder (approx one week ago). But I can only recall granting them access. Perhaps I somehow removed my own permissions?

Re: (Help) Error! Account configuration has failed

lukexm2 — Wed, 19 Mar 2025 07:43:40 GMT

Here is a screen shot of my hubs when logged in to my xm2 account (which I have lately been logged in to)

I was the creator of the hubs - are you able to see why I'm a guest now? I was always the admin.

Re: (Help) Error! Account configuration has failed

lukexm2 — Wed, 19 Mar 2025 07:53:01 GMT

I noticed this message appear in the fusion notifications section

And detected this suspicious email with "wearehackerone" in the address?

I have not proceeded moving any projects until I hear back from you

Re: (Help) Error! Account configuration has failed

Andy.Spivey — Wed, 19 Mar 2025 12:08:59 GMT

Hi @lukexm2 - thank you for reaching out regarding the issue and the details above. We have found the underlying issue associated to your account / hub and the team is looking into resolving it. I will provide an update later today with a status update if it is not resolved by then.

Thank you!

-Andy

Re: (Help) Error! Account configuration has failed

Andy.Spivey — Wed, 19 Mar 2025 14:04:39 GMT

Hi @lukexm2 - the team believes things should be back in order for you - can you please check once? (there is one last remaining task on our end, but we don't believe it will cause issues going forward.)

Re: (Help) Error! Account configuration has failed

lukexm2 — Wed, 19 Mar 2025 19:45:17 GMT

Thanks @Andy.Spivey @RajkumarIlanchelian I am able to see the projects now - I really appreciate your prompt support!