topic Re: Viewport stuck and not showing anything in Fusion Support Forum

Viewport stuck and not showing anything

en9y37 — Mon, 23 Oct 2023 16:48:47 GMT

Hi all!

I work with two Fusion 360 accounts on my laptop. One account with paid subscription for my personal usage, and another educational account for my use as a teacher.

The 'paid' account works properly, but if I a swap to the educational account, Fusion runs with the viewport freezed, showing nothing, and there's no way to work on it. I've tried restarting Fusion, Windows and even unistalling and reinstalling Fusion, but the issue goes on.

Is there any known issue about this?

Thanks in advance.

Re: Viewport stuck and not showing anything

jhackney1972 — Mon, 23 Oct 2023 16:52:21 GMT

By swapping I assume you are simply logging out of Fusion 360 from one user ID and then logging in using your other Autodesk Id. You did not install two instances of Fusion 360 under two user accounts?

Re: Viewport stuck and not showing anything

en9y37 — Mon, 23 Oct 2023 16:54:38 GMT

Yes, that it is.

Re: Viewport stuck and not showing anything

jhackney1972 — Mon, 23 Oct 2023 16:56:00 GMT

I do not know what you mean by your last response.

Re: Viewport stuck and not showing anything

en9y37 — Mon, 23 Oct 2023 16:59:47 GMT

Sorry, I meant that I don't run two instances of Fusion with different accounts. I log out one user and then log in with another

Re: Viewport stuck and not showing anything

RajkumarIlanchelian — Mon, 23 Oct 2023 17:58:57 GMT

@en9y37 I am surprised that specific accounts freeze but that also shows that it could be specific to that account. Couple of things to try:

1. When you logout, can you close Fusion , restart Fusion and then login? (is that your trpical workflow)?
2. Also if you have access to another machine can you login on that machine using your educational account and see if you are facing any issues? This will help eliminate certain hardware/software/account combinations.

Re: Viewport stuck and not showing anything

en9y37 — Mon, 23 Oct 2023 18:16:25 GMT

@RajkumarIlanchelian , just tested your suggestions.

1. I had already tested by logging out, closing Fusion and then restarting and logging in with the educational account, and the issue goes on.

2. Testing in another computer, the change of user works fine, doesn't mind whether I close Fusion or not.

I've also tried clearing the cache and the issue remains.

I've also tried changing the viewport to several views, then the viewport works fine, but if I return to simple view then the viewport gets frozen again.

Thanks for helping.

Re: Viewport stuck and not showing anything

RajkumarIlanchelian — Mon, 23 Oct 2023 18:23:58 GMT

@en9y37 Very interesting that this is account specific and specific to this machine. Can you run the below for me please?

1. Close Fusion
2. Go to add/remove programs
Select Autodesk Fusion - MODIFY

This will launch the Fusion service utility

3. First run the "Reset Fusion"
4. Once that is done Run Fusion 360 (This should launch Fusion )
5. Assuming that this will freeze now
6. Go back to service utility
7. Run "Gather system info"

Attach the diagnostics logs.zip file it generates.

Re: Viewport stuck and not showing anything

en9y37 — Mon, 23 Oct 2023 18:35:10 GMT

There you are @RajkumarIlanchelian . I hope that helps.

Thank you

Re: Viewport stuck and not showing anything

RajkumarIlanchelian — Mon, 23 Oct 2023 18:43:43 GMT

@en9y37 thanks for the logs.

1. Quick look shows that you have Autodesk Inventor on this machine as well. Do you login to this with your commercial account? IS it currently logged with the commercial account? If so can you logout of Inventor and now try to log into Fusion with the educational account?

Wondering if a single sign on is messing up here. (just a theory at this time).

On the other machine that both accounts worked do you have other Autodesk products installed?

Re: Viewport stuck and not showing anything

en9y37 — Mon, 23 Oct 2023 18:49:03 GMT

@RajkumarIlanchelian I've just tested another thing.

My laptop has integrated and dedicated graphic card. If I disable the dedicated card, so I force the machine to work with the integrated one, then the viewport works properly... really strange

Re: Viewport stuck and not showing anything

RajkumarIlanchelian — Mon, 23 Oct 2023 18:52:41 GMT

@en9y37 Ok, that was a great test. So this is graphics related.

1. If you go into preferences and graphics to see if each of your account has different settings for them. Also, updating graphics drivers for the cars would also help.

I almost want to bet that the graphics choices are different for the different accounts and it is impacting on this particular hardware.

Re: Viewport stuck and not showing anything

en9y37 — Mon, 23 Oct 2023 19:02:46 GMT

Logging out from Inventor and launching fusion did not work, the viewport kept frozen.

The set of software in the other machine is almost the same. The difference is in the hardware, the dedicated graphic card is a Quadro in the other PC instead of a Radeon RX

Re: Viewport stuck and not showing anything

RajkumarIlanchelian — Mon, 23 Oct 2023 19:04:36 GMT

@en9y37 This is even more evidence that this is graphics related but on the same machine if two accounts are seeing differences it has to be the graphics preference between the two accounts.

Re: Viewport stuck and not showing anything

en9y37 — Mon, 23 Oct 2023 20:22:39 GMT

@RajkumarIlanchelian I've checked the graphics preferences in both users and they are exactly the same in both of them. I've also updated the graphic card drivers, but the issue does not get fixed.

The only thing that fixes it, is by disabling one of both graphic cards. It doesn't matter whether it is the integrated or the dedicated.

Quite a disturbing thing...

Re: Viewport stuck and not showing anything

jhackney1972 — Mon, 23 Oct 2023 20:42:11 GMT

If your two systems have different video cards, they probably should not be using the same Graphics Driver found in the Fusion 360 Preferences. I would definitely use the OpenGL profile for the Nvidia card but perhaps one of the others would work better with your other graphics card.

Re: Viewport stuck and not showing anything

en9y37 — Mon, 23 Oct 2023 21:16:26 GMT

Finally solved by uninstalling and reinstalling drivers for both graphic cards.

Thanks @jhackney1972 and @RajkumarIlanchelian for your help.