Fusion 360 freezes at launch

[j.han97]

Hi all,

My Fusion 360 is experiencing issues at launch. The startup could not be completed successfully. For reference, I have performed clean reinstallation and gone through the troubleshooter but no luck for me.

The application froze on this view:

For troubleshooting, the log files (application log & web service log) are attached because I am not sure which part has gone wrong. Appreciate if any Fusion 360 staff can help inspect the log files and tell me what to do.

[Phil.E]

This looks like the issues described here:

https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/Fus...

• Connect to only one monitor
• Update your graphics drivers (go to the manufacturer, do not use Windows diagnostics for graphic updates)
• Did you recently update your Anti Virus?
• The article above has several lines of diagnosis for your situation, please look at all the options.

Let me know how it goes.  I am looking at your logs but do not yet see any issues that would cause this.

[j.han97]

Hi @Phil.E ,

Thanks for your reply. Following your suggestions, I have disabled the second monitor and installed the latest driver for my graphics card. I believed that there was no change to the antivirus software recently. I have also followed most of the instructions in the link for troubleshooting. But as I observed, it did not bring much changes to the situation.

I have noticed a few interesting things in the past few days. I repeated this action launch Fusion 360 --> It freezes --> Click on the application window --> Windows prompt to kill this application --> Launch Fusion 360 multiple times.

Occasionally (1 out of 10 times, perhaps) Fusion 360 is able to complete its launch.

Aside from that, Fusion 360 is able to complete launch on another computer, with my Autodesk account & Windows user account.

I hope this information could give your some hint on what's wrong. I'm sorry if the information in this message is too scattered -- I am quite busy recently and do not have time to systematically rule out the possible error(s).

Thank you very much, once again, and I appreciate your help in future too.

[Phil.E]

The fact that you can launch Fusion on another machine shows it's a problem with your computer.

Did you check this? (from the linked article)

Troubleshoot network connectivity issues:

• Restart Internet router.
• Work through this article: Troubleshooting Network Connectivity Issues for Autodesk Fusion 360.

Or this?

Check installation, graphics drivers, and remove restrictions:

1. Perform Clean Uninstall Fusion 360.
2. Restart the system.
3. Check for the recommended latest graphics card drivers installed.
4. Check for any AntiVirus or Firewall restrictions.
   • If present, allow permissions for Fusion 360 or disable AntiVirus / Firewall. 

[Phil.E]

If the launch works 1/10 times, this indicates another process is interfering. This could include:

• 3dconnexion drivers
• Graphics drivers

Is there anything like this on the difficult machine that is not found on the one that works correctly?

Also, do you have other Autodesk software installed? Do you use more than one login ID?

If none of that applies to you, please zip up everything that’s in the below article (including the installation log files) and attach in a response.
https://knowledge.autodesk.com/support/fusion-360/learn-explore/caas/sfdcarticles/sfdcarticles/How-t...

This article is a good troubleshooting step as well to try.

https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/Dia...

[j.han97]

Hi @Phil.E ,

I am certain that there is no 3dconnexion driver on either machine. On the bad machine (i.e. on which Fusion 360 can't launch properly), the graphics driver is updated to latest version but the problem still persists.

I do not have any other Autodesk application on either machine. As for the user id, there was actually a user (other than me) using Fusion 360 on the bad machine previously. Several months ago the user left our team and her Windows account was removed from this machine.

Here with this reply I attached two zip files which contain the log files when Fusion 360 freezes at launch/able to complete launching process. Hopefully they are useful for you to identify the problem(s).

I am not sure if the following information has been delivered before, but this freezing at launch problem started when I tried to switch from Offline mode -> Online mode. Fusion 360 stated it was switching but it took forever and stayed offline until I was frustrated and killed Fusion 360 instance. I thought this was the main cause of the problem, and I mainly suspected some errors in the connection (to Autodesk server).

Thank you very much for your help!

[j.han97]

I have noticed something uncommon (to me) during a successful launch of Fusion 360. In the text command window, this message is printed:

/*
 * This file is for the server to provide logic that
 * will run on the client and determine whether it should
 * be prevented from executing.
 */
(function (na, nd, ni) {
    // EDIT:  This should be updated when we want to provide
    // a block.
    var requiredVersion = [2, 0, 9938];
    var blockVersionList = []; // the list should be like [[2, 1, 1], [2, 1, 2]]
    var requiredOSVersions = {"Windows":[6,1], "Macintosh":[10,10]};

    var os = "";
    var osVer = "";

    function isblockedVersion() {
        // Utility to handle padding short arrays
        function nthval(ver, i) {
            return i < ver.length ? ver[i] : 0;
        }

        var verinfo = na.getSoftwareVersion();
        if (typeof verinfo === "string") {
            verinfo = JSON.parse(verinfo);
        }
        var ver = verinfo["version"];
        var blocked = false;
        var len = Math.max(requiredVersion.length, ver.length);
        for (var i = 0; i < len; i++) {
            var vi = nthval(ver, i);
            var ri = nthval(requiredVersion, i);

            if (vi < ri) {
                // Actual version is less than required
                blocked = true;
            }
            if (vi != ri) {
                // By now we should know if the block
                // should happen or not.
                break;
            }
        }

        if (!blocked) {
            ver = ver.toString();
            for (var j = 0; j < blockVersionList.length; j++) {
                if (ver == blockVersionList[j].toString()) {
                    // Actual version is in the block version list
                    blocked = true;
                    break;
                }
            }
        }
        return blocked;
    }

    function isblockedOS() {
        // userAgent could be "Neutron/2.0.XXXX (Macintosh; Intel Mac OS X 10.X)"
        // or "Neutron/2.0.XXXX (Windows NT 6.X)"
        var userAgent = ni.getUserAgent();
        var blocked = false;
        // 5 version number would be returned. The first 3 number is app version.
        // The last 2 number is OS version.
        var versionInfo = userAgent.match(/[0-9]+/g);
        var len = versionInfo.length;
        if (len > 2) {
            var requiredOSVersion;
            if (userAgent.search("Windows") !== -1) {
                requiredOSVersion = requiredOSVersions["Windows"];
                os = "win";
            } else {
                requiredOSVersion = requiredOSVersions["Macintosh"];
                os = "mac"
            }
            var maj = versionInfo[len-2];
            var min = versionInfo[len-1];
            osVer = [maj, min];
            if (maj < requiredOSVersion[0]) { // if major version less than required one
                blocked = true;
            } else if ((maj == requiredOSVersion[0]) && (min < requiredOSVersion[1])) {
                blocked = true;
            }
        }
        return blocked;
    }

    // If blocked, return some information reguarding what to present to
    // the user. Else "false".
    if (isblockedOS()) {
        return JSON.stringify({
            // This url is relative to the current script and should be 
            // normalized by the client (remove ".."), not the server
            "messageURL": "../../../dashboard/blocked_os_startup.html?timestamp=" + (new Date().getTime()),
            "messageSizeHint": [520, 270]
        });
    } else if (isblockedVersion()) {
        // Don't do draconian update for Mac 10.10 - 10.13
        if (os === "mac" && osVer && osVer[0] == 10 && (osVer[1] == 10 || osVer[1] == 11 || osVer[1] == 12 || osVer[1] == 13)) {
            return false;
        }
        return JSON.stringify({
            "messageURL": "../../../dashboard/blocked_client_startup.html?timestamp=" + (new Date().getTime()),
            "messageSizeHint": [510, 241]
        });
    } else {
        return false;
    }
})(neuApplication, neuDev, neuInternal);
 
false

 I have no idea if this is related to my problem or not. Just pointing this out in case it helps.

[j.han97]

A little update here: I have spent some time looking into the guide for troubleshooting the network connectivity issues. I have now used a manual proxy server and applied the same settings in Fusion 360. Besides that, the domains are added to the exception list, and the requested executables have been given permission through the firewall.

I almost thought this solved the problem successfully when Fusion 360 completed its launch twice consecutively. However, it froze on the third time, which proved that this problem remains unsolved till now.

[Phil.E]

Thanks for taking the time and providing these excellent details. We're looking into it, sure seems like a timing issue and these are tough to sort out, as you're finding. But I'm glad it's working at least more regularly for you.

Just curious, when it freezes, have you ever let it sit for more than a minute or two? If it's a server issue, those can have 1 minute timeouts that can be a full minute of unresponsive behavior. 

[j.han97]

Hi @Phil.E ,

Good to hear your reply.

I have tried (a few times) to let Fusion 360 sit on its frozen interface, hoping the running process (whatever it is) could somehow end. The longest time I have waited was about (more than) an hour.

Normally, I would also wait for several minutes (~5 minutes I expect) before deciding to kill the application, and then launch Fusion 360 again.

Thank you for your help!

[j.han97]

Hi @Phil.E ,

I am not sure if you (and perhaps your team) are aware of the origin of this problem. I have this post recently here (Fatal error after checking Application.userId - Autodesk Community - Fusion 360) which described the actions right before the freezing problem. 

In short, I was trying to call some code to get the user id.

app = adsk.core.Application.get()
app.userId

 I executed the code, then Fusion 360 froze. I terminated it, and the freeze-at-launch problem started afterwards.

Hope this information could somehow help to identify the problem.

[j.han97]

I have been inspecting all three log files to see if I could find any useful information. In an attempt which I successfully launched Fusion 360, I tracked them to see the updates.

Inspecting the log files in real time, I found something unusual in the app log file. Every minute it constantly writes a line:

20211223T085005 I   3792 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/59410421 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61c3c7bc-23f7446848e94d6798df34db dt=0.69

 which I absolutely did not understand. Naturally, to understand it better, I copied and navigated to the url in the log message (https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/59410421 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61c3c927-df434d568d8d46379812c21a)

It showed a Missing Authentication Token message:

While it still does not mean anything to me, I am expecting that it might help to diagnose the problem. All three log files are attached with this reply, in case anyone is interested.

Besides that, I tried to reproduce the freezing problem by calling: 

app = adsk.core.Application.get()
app.userName

in the text command window. (I believed that this action triggered the whole freeze-at-launch thing). The time of this action was around 0849a.m. on 23rd December 2021 (20211223T0849xx in app log file time format). 

However, there was nothing special in the log file (specifically, app log file). It still updates the same message (Missing Authentication Token) every minute, with occasional Runtime Error messages.

[zxynine]

In case you did not know, Should you run into a problem with fusion freezing on start, and you know it is from one of your scripts, you can easily access your scripts/addins folder here:

Add-Ins

Windows – %appdata%\Autodesk\Autodesk Fusion 360\API\AddIns

Mac – $HOME/Library/Application Support/Autodesk/Autodesk Fusion 360/API/AddIns

Scripts

Windows – %appdata%\Autodesk\Autodesk Fusion 360\API\Scripts

Mac – $HOME/Library/Application Support/Autodesk/Autodesk Fusion 360/API/Scripts

From there you can either open the .manifest and change 'Run on Startup' to false for addins

OR

Open the script/addin code file and remove the lines causing the errors. 

From there, save the changes and fusion should boot up normally now.

[j.han97]

Hi @zxynine ,

Thank you for your comment. I have disabled all add-ins (and disabled Start at Launch option) and unfortunately this did not help solve the problem.

[zxynine]

Hey, I believe the authentication token is something fusion uses to verify who you are/who the app belongs to. This might mean its directly linked to fusions internet access and ability to connect with servers (complete speculation on my part). If your token was corrupted in some way by maybe causing a crash while in the middle of reading it, i could see this being the result. 

I would try first: Disabling internet access and loading it in offline mode.

If that does not do anything, I would next give Uninstalling it another try. You will need to ensure all relevant residual data gets removed too, as your account info may not be deleted just because you delete fusion (because a user may have multiple autodesk products). I typically use IOBit uninstaller, but if you want to go the manual route, go to your appdata (both local and roaming) and there should be an autodesk folder with all the relevant info inside.

[j.han97]

Hi @zxynine ,

Thank you for your suggestions. I have disabled internet on my computer, and Fusion 360 is able to launch normally. I guess there is something wrong in the communication process between this computer and Autodesk server as you suggested.

[j.han97]

Hi @Phil.E ,

I am not sure if you are following this post or not. If not, here is a summary of the current situation:

1. If Fusion 360 is launched with internet access, the success rate (of complete launch) is about 1/10. At most cases, the application log file constantly output messages similar to this:

20211224T084728 I  30372 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/59410421 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61c5189f-b9cd06cb863a418785f47a9e dt=0.36

The url leads to a webpage with a message: Missing Authentication Token

2. Following advice from @zxynine , I tried to disable internet connection and launch Fusion 360. In this case, Fusion 360 is able to launch without problem.

It seems like a communication issue between my computer and Autodesk server. Does this information help you to identify the problem better? 

Thank you for your help!

[Phil.E]

Thanks for all the details. I have sent this to a team that looks at issues like this.

[j.han97]

Hi @Phil.E ,

A little update here: I cannot launch Fusion 360 at all (Slight correction: Able to launch if disconnects the internet) today, so I decided to do a clean reinstall (again) and see if helps. Unfortunately it still won't launch properly. I have noticed a slight change in the application log file. Now it prints a 'Missing-Content-Repair' message as below:

20220104T135227 I  20744 [Missing-Content-Repair] Attempting repair
20220104T135227 I  20744 Workflow start: missing_content_repair 1-61d3e09a-1215d5d299cf47408a477cfb
20220104T135257 I   2876 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/60509924 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61d3e0b8-05e742a079d2436d8befb268 dt=0.30
20220104T135358 I   2876 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/60509924 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61d3e0f4-67cc3eedcdbc49e3bbd49f2c dt=0.74
20220104T135458 I   2876 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/60509924 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61d3e131-9f5dd915c0c443bf884e7163 dt=0.81
20220104T135559 I   2876 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/60509924 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61d3e16e-caf058571ea944eaab740faa dt=0.28
20220104T135659 I   2876 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/60509924 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61d3e1aa-5b56414237cb43c6a443d7e3 dt=0.40
20220104T135800 I   2876 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/60509924 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61d3e1e7-f09d55cc45bf4aef9bbdc869 dt=0.36
20220104T135900 I   2876 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/60509924 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61d3e223-d12b670b49424b589750084c dt=0.35
20220104T140000 I   2876 PUT 200 https://f360sc-p-ue1.api.cosv2-p-ue1-dn.autodesk.com/api/v1/sessions/60509924 - workflow:SLM_heartbeat attempt:0 requestId:f360_SLM_heartbeat__1-61d3e260-1c6d662fca96411e972a69b5 dt=0.28

The PUT 200 messages afterwards contain a url that returns 'Missing Authentication Token' message as introduced previously. 

I hope this helps the troubleshooting. This problem with Fusion 360 is getting more and more frustrating to me.

[Phil.E]

At this point the logs aren't showing what the problem is. 

You are on a proxy server, according to the logs, which might be interfering. At this point I need to ask you to install Fiddler and take a look at which network requests are failing. This should help find the issue.