Cant access fusion 360
The link below explains a bit more about offline mode:
Are you explicitly going into offline mode, or is Fusion 360 automatically going into offline mode? It will do this automatically when it cannot detect an internet connection. This can occur for a number of reasons: anti-virus software, proxy servers, firewalls, bad internet connections, etc....
Do any of the above explanations sound like a plausible cause?
If you are switching networks, it may help to review the below link and follow the suggestions there.
This can help to restart the hand-shake process when signing in.
I hope this helps! Please keep me updated on your status. I am happy to help!
Thanks,
Nathan Chandler
Principal Specialist
I hope that last suggestion helped. Please let me know if you have any questions.
Thanks,
Nathan Chandler
Principal Specialist
Can you post a copy of the Diagnostic Log files?
If you cannot get Fusion 360 to launch, you can manually collect the log files using the instructions in the below link.
I'm very interested in obtaining the application log files from your system if at all possible.
I suspect that there is a problem with network connectivity. Even if you have internet access, Fusion 360 does not seem to be able to communicate.
If you browse to the below websites, are there any issues connecting to the website?
- https://ui-dls360.autodesk.com/fusion/maintenace_services.txt
- https://ui-dls360.autodesk.com/fusion/version.txt
Does the webbrowser look like:
Or does it look like:
If it looks like the former (red x), could you try adding the websites to the trusted sites list or to the proxy server exception list?
The below link contains some general tips intended to help with network connectivity.
Otherwise, is there a firewall or proxy server or some other network restriction that could be impacting Fusion 360?
I hope this information is helpful and I look forward to your reply. Please let me know if you have any questions.
Thanks,
Nathan Chandler
Principal Specialist
@Anonymous Are you able to log into your personal Autodesk 360 hub?
In the log files, I see there are some warnings about network connection:
0160713T004333 E MessageBox Error: Unable to connect to Internet
Please check your network connection...
Is there your home network or a company/school's network? I'm wondering if a proxy server, firewall, or 3rd party application (anti-virus software) could be blocking Fusion's access to the internet. The log files don't really give a reason why the connection is blocked. They just let me know that it is unable to connect.
If you browse to the below website:
https://ui-dls360.autodesk.com/fusion/version.txt
What does web page look like? Can you upload a screenshot?
Thanks,
Nathan Chandler
Principal Specialist
The screenshots revealed the issue is different from what I was thinking the issue was. There does not appear to be any certificate issue with our website, as far as I can tell. The log file that you uploaded last, which is the installation log file, doesn't reveal any problems. It confirms the current release of Fusion 360 was successfully installed.
If at all possible, could you look for the application log files (different log files) stored in:
C:\Users\<USERNAME>\AppData\Local\Autodesk\Autodesk Fusion 360\<ID\logs.
If you can share the latest application log file with me, it may help to reveal more about the error.
There are a couple of suggestions below that may help if this is a network connection issue. Please keep in mind these are blind guesses, but they have proven helpful in previous cases.
Reset the Internet Options (Windows Only):
1. Clear the browser cache (CTRL + SHIFT + DELETE while in web browser)
2. Browse to Control Panel\All Control Panel Items\Internet Options
3. In the Advanced tab, select the Reset button to reset Internet Explorer's settings to the defaults
4. In the Security tab, select Reset All Zones to Default level
5. In the Content tab, select Clear SSL state
6. Select Apply
Note: In the Advanced tab, it may be helpful to note if the options for SSL and TLS are enabled.
2. Browse to Control Panel\All Control Panel Items\Internet Options
3. In the Advanced tab, select the Reset button to reset Internet Explorer's settings to the defaults
4. In the Security tab, select Reset All Zones to Default level
5. In the Content tab, select Clear SSL state
6. Select Apply
Note: In the Advanced tab, it may be helpful to note if the options for SSL and TLS are enabled.
Check the Automatically Detect Proxy Server Settings:
1. Browse to Control Panel\All Control Panel Items\Internet Options
2. In the Connections tab, select LAN settings
3. Try to Enable/Disable a Automatically detect settings option
3. Apply the changes and retest.
If none of this is working, it may be worthwhile to perform a manual clean uninstall of Fusion 360 and then re-install the program from the Autodesk Website (select download free trial to get started).
I hope these suggestions help. Please keep me posted on your progress. I'm interested to learn more about this issue.
Thanks,
Nathan Chandler
Principal Specialist
@Anonymous Hey Brian! Thanks for the update! In the not too distant past, I recall an issue where Avast Antivirus was quarantining some Fusion 360 installation files and removing them from the install directory.
I can't help but wonder if the connection issue is somehow related to this. I would have expected this issue to manifest in a different way, but this may also be a slightly different issue.
If Avast has quarantined some files, it may be helpful to first add some exceptions:
In the below link, there are some suggestion for adding exception to the Avast Anti-virus software.
http://www.getavast.net/support/managing-exceptions
Can you add the below exceptions?
For FilePaths:
C:\users\USERNAME\appdata\local\Autodesk
C:\users\USERNAME\appdata\roaming\Autodesk
For URLs:
Theres a long list on this web page
- ui-dls360.autodesk.com
- autodesk360.com
- services.autodesk.com
- api.autodesk.com
- fusionapi.autodesk.com
- a360-statusdashboard.s3.amazonaws.com
- accounts.autodesk.com
- api.autodesk.com
- fusionapi.autodesk.com
- appstreaming.autodesk.com
- *.amazonaws.com
- notifications.api.autodesk.com
- myhub.autodesk360.com – For personal hub access
- <hubID>.autodesk360.com – For team hub access
- uploads.protolabs.com
- www.mcmaster.com
I'm wondering if adding these or any of the URL's from the log files might help.
After the expectations have been added, it may help to do a manual clean uninstall and then re-install Fusion 360. Please let me know if this helps or if there are any questions.
Nathan Chandler
Principal Specialist
@Anonymous Can you help me out by letting me know some more details about the network you are using? Could there be any anti-virus software working against us?
I'm a bit stumped too! I'm not sure why the connection is failing!
One other thing I can think of is that the time/date stamp, regional settings, or the daylight savings time settings are inaccurate on the computer. There's a suggestion in this link to update the time server. Perhaps this may help?
Please let me know if there are any questions. I am happy to help!
Nathan Chandler
Principal Specialist
[SOLVED]
Hi Nathan,
Thank you so much for helping me. The problem is resolved by 2 steps: Enabling A360 from Task Manager's Startup Tab, then a clean Uninstall and re-Installing Fusion 360.
I will tell you what I did.
First I did add the 2 folders you told me into my exclusions list of Avast Antivirus.
Then I thought that I might have messed something with my startup application. So I opened Task Manager, then I clicked the Startup tab, there I found a little mess, that the A360 was disabled! Then I enable it. (I might have disabled it to make my Windows boot faster)
Then I did the manual clean uninstall you told me. I followed all steps in How to do a clean uninstall
Then I install again my Fusion 360. Voila! It ask me to sign in again! Now I can use my Fusion 360 again.
Well I think the most important one is the clean uninstall part. I didn't know that link previously, so I did uninstall only from Control Panel and deleting the folders in Program Data only, while there are lots of other folders need to be deleted before I re-install Fusion 360. Thank you so much Nathan. God bless you!
Brian
Awesome news! Thanks for the update! Hopefully this will help others as well!
Thank you!
Nathan Chandler
Principal Specialist
