topic Fusion 360 crashes when trying to open file in Fusion Support Forum

Fusion 360 crashes when trying to open file

yli8CBAL — Mon, 04 Apr 2022 04:59:16 GMT

Currently in a school environment.

Issue can be replicated.

Am on latest version 2.0.12670

When on our school WIFI which we have a Palo Alto firewall in place

Autodesk would hang when trying to open a project that is saved in the cloud

When testing it with a hotspot it would work fine.

The network diagnostic test utility that comes built in - passes with flying colour

Can anybody give me some insight into what else needs unblocking?

Attached is the logs as well

Re: Fusion 360 crashes when trying to open file

Phil.E — Tue, 05 Apr 2022 17:02:10 GMT

Please let me know if this helps:

Here are the ports and domains of Fusion 360:

https://help.autodesk.com/view/fusion360/ENU/?caas=caas/sfdcarticles/sfdcarticles/Fusion-360-cannot-...

If you are using Fusion 360 Manage:

https://help.autodesk.com/view/PLM/ENU/?guid=FMNG-ADMIN-PORTS-DOMAIN

If you are using generative design:

https://help.autodesk.com/view/fusion360/ENU/?guid=GD-REF-NETWORK-REQ

Network troubleshooting collection:

https://knowledge.autodesk.com/fr/community/collection/fusion-360-network-configuration-faq

Re: Fusion 360 crashes when trying to open file

Phil.E — Tue, 05 Apr 2022 17:08:38 GMT

And thanks for the logs. I've created a ticket for the team to see why the Service Utility Menu tools did not detect the problem. (FUS-102372). Please let me know what you find, it will help the ticket greatly to know what Fusion could have detected but did not.

Re: Fusion 360 crashes when trying to open file

yli8CBAL — Wed, 06 Apr 2022 00:04:41 GMT

Hi Phil, Thanks for getting back to me.

We have put in place all the exclusions required on a test device.

However on the test device it is inconsistently unable to open or save files.

Restarting the device and trying to open/save files, 2/4 times it would hang up.

Tracing with fiddler constantly tells me that the below two entries are failing with a 502 error.

Stac9.autodesk360.com – a call to SSPI failed, see inner exception

Developer.api.autodesk.com – Authentication failed because the remote party has closed the transport stream

As for *.akamaiedge.net that is a really huge CDN that we ideally would not like to place an exclusion for as we want to be able to inspect the packets that come through.

Is there a more specific subdomain that we can put an exception for?

Re: Fusion 360 crashes when trying to open file

Phil.E — Wed, 06 Apr 2022 18:25:21 GMT

Thanks. I've also logged FUS-102460 for the crashing issue.

I have this comment from a developer. Can you please follow up?

"possibly the network operations triggered by these calls are being blocked and causing the problem.

The server involved is d3nwea2p6rateh.cloudfront.net

Re: Fusion 360 crashes when trying to open file

yli8CBAL — Thu, 07 Apr 2022 00:48:05 GMT

Hey Phill browsing to that website d3nwea2p6rateh.cloudfront.net

I can see that we are not decrypting it at the moment as it is issued to *.cloudfront.net

However we have tried adding an exclusion to that domain as well to give it a go.

Sorry but it's still hanging 2/4 times when trying to save a project. I also tried multiple projects and restarted the device each time to give it a clean slate.

Re: Fusion 360 crashes when trying to open file

yli8CBAL — Wed, 20 Apr 2022 00:07:49 GMT

Hey Phil,

Just following up on this thread if there is any update on it.

As the school is currently on term break at the moment so it is not an immediate concern.

But am concern that the whole class will be impacted again when they are back to using Fusion.

Re: Fusion 360 crashes when trying to open file

Phil.E — Wed, 20 Apr 2022 01:09:57 GMT

Sorry I missed your reply about that one domain.

I need at this point to bring in experts with knowledge about the networking aspects of this.

Re: Fusion 360 crashes when trying to open file

Phil.E — Wed, 20 Apr 2022 18:12:58 GMT

The issue is related to cloud based materials. The problem appears to be related to opening a design that was made using materials that were downloaded in the Appearance command.

Can you confirm a couple things for me please?

Get Fusion opened (if it takes a couple tries) on the network.
Go to the modeling commands, and find the Appearances command. It's on the Design > Modify dropdown menu.

Find a material that requires download. (the little down facing arrow icon)

Click the arrow. Does this succeed? Try this with a few materials to be sure.

If you have a failure, it would point back to the problems we think you're seeing. And if you see a failure, it would be great to get fiddler logs for the Fusion 360 process when this is occurring.

If you can gather fiddler logs from a problem machine/failed workflow, email them to me at phil dot eichmiller at autodesk dot com. Thanks and sorry for any inconveniences.

Re: Fusion 360 crashes when trying to open file

yli8CBAL — Thu, 21 Apr 2022 23:20:27 GMT

Hi Phil,

Thanks for following up.

I can now consistently get it to fail if I try to open the Appearance tab.

It starts hanging straight away with the same symptom.

Did not manage to reach the material library at all.

Tried on two separate device and replicable.

Only thing I can see from Fiddler's end failing is hubid.autodesk360.com failing to negotiate https connection.

Isolated to our network as works fine on hotspot

However we need the FQDN if there are any more to explicitly put in a nodecrypt rule on our firewall.

I will send you the .saz file to your email address.

Re: Fusion 360 crashes when trying to open file

yli8CBAL — Tue, 24 May 2022 00:23:25 GMT

Hey all,

Following up on this ticket to provide some closure.

After my last reply we were liasing via email.

And we then downloaded Fiddler - a packet tracer tool to try and diagnose any network logs that were still getting decrypted.

We then found a further 4 domains that were still getting decrypted

b.6sc.co
contapi.circuits.io
evergage.com
evgnet.com

However even after adding it to decryption exclusion it seems to be inconsistent
2/4 times it would work fine and the other instances it would just crash when opening/saving or opening appearance.

Then I tried enabling https decryption on Fiddler itself which gave us more insight.

I then whitelisted two more urls

http://com-autodesk-oss-direct-upload.s3-accelerate.amazonaws.com:443
http://www.google-analytics.com:443

But still it was hanging.

We then set the network proxy setting to the below

1) Windows Default

2) do not warn when accessing through an intermediate server

However it was still hanging

We then decided to whitelist the below domains even though they were not decrypted anyway in a hunch since it had to do with saving/opening /cloud assets.

ec2-52-37-213-209.us-west-2.compute.amazonaws.com
ec2-18-179-18-167.ap-northeast-1.compute.amazonaws.com
ec2-34-201-233-179.compute-1.amazonaws.com
ec2-52-4-99-84.compute-1-amazonaws.com

But it was still crashing.

Eventually we asked the teacher to try

1) No proxy - instead of Windows Default

2) Do not warn when accessing through an intermediate server

And it seemed to have worked.

We also took a long time to troubleshoot and therefore the teacher have already finished his autodesk curriculum for the term.

But yes for now it seem to have been resolved.

We were using Palo Alto for our firewall

Re: Fusion 360 crashes when trying to open file

Phil.E — Tue, 24 May 2022 16:16:26 GMT

Thanks for the detailed update.