Photobooth - will not complete download and stuck at spinning circle

[trancethereal]

Hi,

Issue: Photobooth from within the Environment Library will not download... stuck at spinning circle.

Weird  - all other default environments download and install fine - only the Photobooth environment fails (actually, it never gets past the spinning circle, so there is never an actual error message). I noticed a few existing support requests with the same issue ... and I attempted to resolve by one of the mentioned suggestions clearing the cache. Unfortunately, this has not resolved the issue.

Further, none of the previous solutions actually identified the root cause of the issue and only had two suggested options: are either a  full "clean install" or clearing the cache. 

I have fears of losing work and files associated with a full "clean install" ... so would like to understand why this is happening (appears not to be an isolated issue and somewhat a recent issue) and if there are further troubleshooting steps or solutions I can take that are not as drastic.

Thanks

[paul.clauss]

Hi @trancethereal

Thanks for posting! I have also seen this issue occur from time to time and it does usually appear to be resolved by either a clean uninstall/reinstall or clearing the local cache. While I am unsure of why the scene setting/photo booth is stuck getting stuck downloading, I would recommend performing a clean uninstall, as it seems that you have already tried clearing the local cache.

As long as you have been working in online mode and have successfully saved all your open files to the Data Panel (meaning they have been uploaded to the cloud), you should not be at any risk of losing any work with the clean uninstall. You can even choose to keep your local cache when using the clean uninstall tool linked in the last paragraph. The clean uninstall/reinstall procedure should only take you about 15 minutes. 

If you have been working offline or have files that you have not been able to save to the Data Panel (meaning upload to the cloud), you can ensure those files are backed up by exporting a local archive copy of them before running the clean uninstall tool - this will ensure they are saved locally to your computer and will not be removed by the clean uninstall.

As I have seen this issue occur a few times and agree that it can be an inconvenience, I have reached out to the visualization team to see if they can provide any thoughts on what may be triggering this behavior. I will keep you updated as I have any new information to share about this - in the meantime, a clean uninstall/reinstall should keep you moving forward with your designs. Please let me know if you have any questions - I am happy to help!

[trancethereal]

Hi Paul,

I attempted to perform the recommended solution (clean uninstall) and was
not successful. The Photobooth environment continues to "download" and
never completes.

I performed two "clean uninstall" ...

1) first choosing the "do not deleting my local cache" option ... this did
not resolve the problem (the other environments downloaded fine).
2) attempted a second clean uninstall - then selecting the "delete my local
cache" ... this also did not resolve the problem.

Not sure what is happening ... but it would be nice to get the photobooth
environment. I liked it for showcasing my product renders.

Thanks,

Chris

[paul.clauss]

Hi @trancethereal

Thanks for the response - I am sorry to hear that the clean uninstall/reinstall did not allow you to download the Photobooth environment.

On my end, I noticed that, after Fusion 360 updated for me this morning, only the environments that I had already downloaded were shown - I was briefly "missing" the Photobooth environment. When I restarted Fusion 360, however, the Photobooth environment was shown and I was able to download it with no difficulties.

One thought is that your internet connection could be preventing Fusion from downloading the material. Are you certain that your antivirus/firewall softwares are allowing Fusion to download scenes? It seems like you have been able to download other settings with no issues, so this does appear to be specific to the Photobooth environment, but I would recommend checking to ensure that all the URLs in this article have been added to your firewall/antivirus white list.

Hopefully this helps! I have reached out to our visualization team to look into why you have been unable to download that particular environment and see what we can do to get you the Photobooth setting - I will keep you updated here with any new information I have to share. Please feel free to reach out if you have any questions.

[paul.clauss]

Hi @trancethereal

Thanks again for posting! I just heard back from our development team, who let me know where downloaded materials are locally stored. I have attached two Photobooth environments to this post - you should be able to get the Photobooth environments into your Fusion 360 design by using the "Replace Custom Environment" button and selecting either the .EXR or .HDR files attached to this post. EDIT: It looks like I cannot attach that these format files to the forum thread, I have emailed them to you at the email address associated with your Forum account.

Hopefully this helps! Please let me know if you have any questions.

[paul.clauss]

Hi @trancethereal

Thanks again for posting! I just heard back from our development team, who let me know where downloaded materials are locally stored. I have attached two Photobooth environments to this post - you should be able to get the Photobooth environments into your Fusion 360 design by using the "Replace Custom Environment" button and selecting either the .EXR or .HDR files attached to this post. EDIT: It looks like I cannot attach that these format files to the forum thread, I have emailed them to you at the email address associated with your Forum account.

Hopefully this helps! Please let me know if you have any questions.

[21652157]

Hi Paul:

Since one month ago I have the same problem.

Can you send me a HDR FILE by email? 

I have unistalled/installed twice even without firewall but the problem continues. 

Thanks in advance

Gilberto

[paul.clauss]

Hi @21652157

I have sent the HDR/EXR file to the email address associated with your forum handle - hopefully this helps! Please let me know if you have any questions.

[21652157]

Hi Paul,

I have received the files and they work on. I like hdr umbrella. It is ideal for office product render.

thank you very much 

Gilberto

[trancethereal]

Hi Paul,

Sorry for the late follow up. I was able to get both environment backgrounds to work (thank you - and these are both very nice and useful). 

Question - is there a way to add these to the default Fusion background selection list? I assume these are official Fusion .hdr files, so I am curious if I can update or copy to a default directory on my computer so that they are both available and show has having been downloaded.

Again - thank you for you help... much appreciated.

[lucasproko]

Hey @trancethereal,

Currently, the only way to add custom hdr images is by attaching the custom environment on a file by file basis. You are correct that the Fusion 360 Library of hdrs is not editable, and thus you cannot upload custom hdrs and have them display with the rest of the library. It is our hope to offer a similar experience to Appearances down the line where you have the ability to create your own custom cloud library of environments, but for now that is not an option. 

I'm glad the environments @paul.clauss sent you worked out. Please let me know if you have any additional questions.

Best,

[Anonymous]

can you send me the photo booth environment files?

i have the same problem

[paul.clauss]

Hi @Anonymous

Thanks for posting! I have sent the files over to the email address associated with your forum handle - please feel free to let me know if you have any questions.

[Anonymous]

thanks for your kind help

 but when i add the files using (add custom environment) the program crashs!!!

hope to know how to add the files to fusion environment library

[paul.clauss]

Hi @Anonymous

Thanks for the response - I am sorry to hear fusion crashed! I did not see a crash report from you - were you given the option to submit one? If so, please do submit your crash reports, as they provide valuable information for us to troubleshoot these issues. 

Is this crash repeatable? If so, please create a screencast illustrating the behavior you are experiencing - I am happy to have a look. I have had no issues with adding these files to Fusion using the "Attach custom environment" button. If you have only tried adding the environment once, it is possible that the crash was unrelated to the environments.

I look forward to hearing from you!

[Anonymous]

Hello,

Unfortunately, I have got the same issue. I tried these things:

1. Clear user cache

2. Clear local cache (in C:\Users\[MyUserNam]\AppData\Local\Autodesk\Autodesk Fusion 360\[MyKey]\W.login)

3. Uninstall and re-install

Changing the Anti virus or firewall settings will not work, since I was able to download all other environments (from Crossroads to Snow Field environments). 

I would like to try deleting all environments. I need the location of those files to do so, maybe that will help?

So this is a strange issue. Maybe you could provide me with the files of the Photobooth environment as well? And it might be a good idea to post a dropbox link to it, so other people who Google for this issue can download them directly?

Best regards,

Twan Keizer

[paul.clauss]

Hi @Anonymous

Thanks for posting! I have added the appearances I have been emailing out to a public Google Drive page linked here. Let me know if you have any problems with access.

I went searching for the file location for downloaded materials and found it at the filepaths below:

Mac:  /Users/<Username>/Library/Application Support/Autodesk/Common/Material Library/<Numerical Time Stamp>/slib/resource/cloud/resource/1

Windows: C:\Users\<Username>\AppData\Local\Autodesk\Common\Material Library\<Numerical Time Stamp>\slib\resource\cloud\resource\1

While I am unsure of if this will help get the environment downloaded, you could try deleting any .HDR or .EXR files out of the folders above to remove previously downloaded rendering appearances.

It may help us look further into why the particular appearances are not downloading if you could attach the log file from the locations below to this forum thread:

On OSX,  adexmtsv.log exists in /Users/<user name>/Library/Application Support/Autodesk/Common/Material Library/17081601<or latest date on user machine>

On Window, adexmtsv.log exists in  C:\Users\<user name>\AppData\Local\Autodesk\Common\Material Library\17081601<or latest date on user machine>

Hopefully this helps! I look forward to hearing from you.

[trancethereal]

Hi Paul,

I am still following this issue hoping to stumble upon a solution - seems like it continues to happen to others. Obviously, this is not an isolated issue - and may appear to be related to a problem communicating with the remote server. I did a little amateur sleuthing... My guess: Is it possible the local machine (user) is waiting on the remote server to respond before it can send the download command? (Basically - the download routine is in a perpetual "wait" state). This might explain why we see the "spinning circle" ... as the download routine is in an infinite wait ... and there is no session "timeout" or log of the communication attempt to note that failure. For me - the spinning circle continues forever... at somepoint, it should know that something failed and stop. There is no feedback other than the spinning circle that it is still attempting to download.  This will continue until I close the program and restart.

On a hunch - I followed the path you provided for Windows users... in my case, the Field.exr.exr was the only file in that location (it was downloaded previously when I wanted to confirm I could download other environments and the problem was isolated to just the Photobooth.exr.exr file). I see the "adex*.log" file has three rows - two "fetch" and one "download".

With that path and log confirmed - I tried to download another environment and it also populated ... including an updated folder timestamp matching the latest file activity. The "adex*.log" was also updated with the three fields (two fetch, one download). 

So I searched the log for "download file: /slib/resource/cloud/resource/1/" to see if there was a similar mention of the "photobooth" from any previous attempts... Nothing... only the log entries for the two environments (Field and Drylakebed)

So - this makes me think there might be an issue communicating with the remote server. I am not sure if the photobooth.exr.exr permissions to grant download access is corrupt on the local machine - or remote server is not responding - but I would assume you would have a log of the initial communication attempt (like the other environments) - since there is nothing in the log, it might be a failure within the routine prior to a log event being written. Not sure if this helps to isolate - but let me know and I can dig further.

Just my .02

[paul.clauss]

Hi @trancethereal

Thanks for looking into this - I appreciate the input! At this time, I am unsure of why the photobooth environment specifically is failing to download. It could certainly be related to permissions or access to a remote server, but I would be surprised that it is only occurring with one of the possible environment downloads, as the others seem to be working fine.

With that said, I am really not sure what process Fusion uses to download these materials, so I have reached out to the rendering team directly to see if they can provide any insight. I'll keep this thread updated with any new information I have to share - we apologize that folks are still experiencing this issue.

[Anonymous]

 Hello,

Great, thanks for the fast reply and possible solutions!

First I tried to delete all folders in C:\Users\<Username>\AppData\Local\Autodesk\Common\Material Library\ exception of the latest version. This did not solve the problem.

Then I deleted the folder in C:\Users\<Username>\AppData\Local\Autodesk\Common\Material Library\<Numerical Time Stamp>\slib\resource\cloud\resource\1 this removed the environments I previously downloaded, there were no files that are related to the Photobooth. Yet the Photobooth 'thumbnail' still does not work (maybe that is part of the problem)? The image below shows what I mean.

After this, I tried downloading the Photobooth environment again. Without success. It keeps on loading, as seen in the image below (older image).

Next, I tried was to use the photobooth.exr from the Google Drive page and insert them into the folder C:\Users\<Username>\AppData\Local\Autodesk\Common\Material Library\<Numerical Time Stamp>\slib\resource\cloud\resource\1. This also does not work. It shows the Photobooth as downloadable in Fusion 360.

After every change I made I restarted Fusion 360.

When I open the photobooth.exr file in Photoshop it shows a smaller image then the crossroads.exr of skylight.exr file? Is that correct?

So next thing I did is change the image in the skylight.exr to the image that is inside of photobooth.exr with Photoshop, then I opened Fusion 360 and used the Skylight effect. I got the Photobooth as a result, so that is a somewhat hacky solution. Maybe the problem could be solved if the Photobooth download is upload under a new file name since I don't have any trouble downloading other environments. (I attached the skylight.exr.exr files to this post, just change the .jpg extention to .exr I could not upload .exr files. If you think it is a good idea to provide it to other users, you could upload it to the Google Drive folder?)

I attached the adexmtsv.log file so you can debug this.

Best regards,

Twan Keizer