A360 Unexpected Server Error

[Anonymous]

Is the vault server down? I can't load any of my models currently. It's becoming an issue and is one of my biggest fears moving to a cloud based system!

[brianrepp]

@Anonymous Apologies, but yes, we are currently experiencing service degradation and are investigating.  I'll update as soon as I have more details around fix / ETA.

[Anonymous]

Please this is a major PITA, and I've got collaborators looking over my shoulder!

[Anonymous]

Yup, I can't open anything from here.  I can see everything in my Data Panel but get a "Failed to download file from A360" error.

[brianrepp]

UPDATE - The majority of tasks related to accessing your data on the cloud are possibly going to be impacted at the moment.  The root cause has been found and you should be back up and running within the next10mins.  I'll update again to confirm a fix has been made.

[casperhofstede]

Thanks for the quick update and letting us know a solution is in the works.

However, I have spent the last 10 minutes trying to get this work, restarting etc. this is a loss of time ie money.

Then there is my worst fear actually being realized, apparently when Autodesk has a server fault I cannot access my models. Wow! This is super scary!!! Offline mode does not seem to help much either.

[Anonymous]

This situation was my biggest fear moving switching to this type of software.

[Anonymous]

Just got into the model I was wanting to work on!  Try it now boys and girls!

[brianrepp]

@Anonymous Good to hear you were able to access it.  While we have rectified one issue that was causing the broader outage, we are still working on another issue that could cause intermittent failures.

[casperhofstede]

I was also once again able to open my models. Thank you for the updates Brian.

[Anonymous]

Accessing files works now, but saving or uploading of new files results in a failed operation.

[AmishSolanki]

F360 seems to hang while opening one of my files. It's been like this for 30 mins now.

After a few minutes I get a "Failed to download file from A360"

[brianrepp · Accepted solution]

UPDATE - thanks everyone for the patience today.  We believe we have fully restored all cloud services and you should be back to normal.  If you're still experiencing any issues, please let me know.

[Anonymous]

Hi Brian,

Is there anything that you guys can do that will keep this from happening again? As you know sometimes the work we do is mission critical, and this kind if disruption inevitably comes when we are in the greatest states of panic.

[brianrepp]

@Anonymous - We take downtime incredibly seriously and have teams constantly working to improve every aspect of our infrastructure.  The team is monitoring 24-7 to catch when something is happening (or looks like it might happen), and if it does, engages the appropriate teams to rectify as fast as we can.  Unfortunately we still run into hiccups that make it all the way to you, the end user, and our only goal at this point is to fully restore all of our services ASAP.  We recognize and feel the pain this causes, and always hold retrospectives to understand why the particular outage happened and how to help prevent it in the future.

[Anonymous]

Hi,

It is pherhaps one hour my work is completely stopped: Fusion is unable to upload my last two drawings and it is not possible to open any other one. Is this happening just to me or are there service troubles?

Thank you

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@brianrepp wrote:

@Anonymous Apologies, but yes, we are currently experiencing service degradation and are investigating.  I'll update as soon as I have more details around fix / ETA.

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[matt.pooley]

Hi,

There are some issues occurring, primarily in the European region. We are continuing to investigate, with the current diagnosis being an intermittent problem around authorization. Since the issue is intermittent, retrying after an error is the current recommendation.

Regards,

Matt Pooley

On Behalf of the Fusion Dev Team