We also have a customer in the same boat where they're getting "Service Unavailable" message when they sign in. None of their files are sync'd back to their system nor any new files being sent to their A360 Drive website.
While troubleshooting, we've tried everything you have posted without success. However, if I log into A360 Drive with my account while the users is logged in, everything sync correctly. That would mean the issue is with the user's account.
I've contacted Autodesk Support a month ago, and they keep asking me to post to the forums... Can I PM you with their email address so you can review their account on the back-end?
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Darin Green
Director of Customer Support
Synergis Engineering Design Solutions
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Yes, the customer can log into the website to see and download files without a problem. The issue is not system specific. When he log into A360 Desktop, nothing is sync'd. Very strange behavior.
I'll ask the user to post to this thread.
If this information was helpful, please consider using the Accept Solution
Darin Green
Director of Customer Support
Synergis Engineering Design Solutions
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Thanks Darin and that tells us it's not an account issue, but something with the Autodesk Drive Sync Component on his system. Can you also ask him to use the attached PDF file to capture the log and DB files from his system. And feel free to point him directly at this thread, and we can go from there.
Thanks for the updates and have a great day.
I have followed the steps on the PDF you have posted. The one issue is that in the 3rd step the mentioned cloud folder was completely empty. I included a screen cap of this with the other requested files. Please advise what the next step is.
I responded with the requested information, but haven't received a reply. Please advise.
hi Robert,
Below are the steps for the logout/login process.
Please let me know after you've tried this if we still need to proceed with the next step, which would be to send your log files on to our dev team to review.
Is your A360 Desktop "sync" installed properly, and do you have the most up to date version?
If you've confirmed that you installed A360 Desktop "sync", yet it's not working properly, proceed to the below.
Thanks Robert, and no problem, I had a feeling it was frustration. While we wait to hear back from the team, I found a Knowledge Base Article, that you can try to see if it makes any difference at all.
Autodesk 360 is not syncing files:
Thanks again for all the feedback and let me know if this makes any difference at all.
Thanks Robert for trying this, it helps rule out other issues. I did hear back from the team in the early hours. We need one more log file, can you get this for us. You will find this under your user login for your computer.
"Could you please ask the Robert to get the AdWebServices.log file that is written to the following location?
C:\Users\<USERNAME>\AppData\Local\Autodesk\Web Services\Log"
Note that when uploading files, you have to do so directly in the forum, they won't show up if replying to the forum from an eMAIL notification.
Thanks again for all your help on this, we very much appreciate you doing this.
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