Can't open file

[SGoldthwaite]

I'm trying to open a file, but when I do I get the error message below.  I'm not currently savng this file so I don't know why Im getting this error.  I shut down Fusion and tried again.  I do have Fusion on other computers, but I'm not currently using it on any of them.  I've tried several times to open the file.  

[saketsatta]

Hi Scott,

When you try to open a file in Fusion, we first do a sanity check to ensure that the file was uploaded to the cloud correctly. We specifically look for a flag on the meta data of the file which is only set when the file has been completely uploaded. If the flag has not been set we assume that the file is still being saved to the cloud and assume it will be set pretty quickly after the check was made.

In your case it appears that something went wrong and the flag was never set. Please send us your log files using the "Diagnostic Log Files" command in the Help menu so we can investigate this further.

In the meantime, if you want to continue working,  you can click on the option that allows you to open the previous version of the file. I realize that this will result in lost work for you but it will help you get unstuck and working on that design again. We should be able to get the lost version of the file for you from the backend based on what's in your log files.

Thanks,

Saket

on behalf of Fusion360 Development

[SGoldthwaite]

Attached are the log files.  This is not the first time I've had this problem.  I had it with a different file the other day.

Just now I went to a different computer (my macbook running Windows 7) and tried to open the file and I was able to open it without any problem.  Then I closed Fusion on the macbook and went to my mac mini and opened Fusion and tried to open the file, no luck - get the same error.  The attached log files are from my mac mini.  In my original post, I was using a Lenovo Windows 7 laptop.  I'm not sure which computer was the one I was using the last time I saved the file in question.  It may not even have been any of these three (yes I have a lot of computers).   I think it's strange there is an issue with the cloud file, yet it does open on my macbook.  From your description I would expect all computers to get the same error unless there is some local caching that's making a difference.

[saketsatta]

Hi Scott,

We skip this sanity check if the version of the file that you are trying to open is already in your cache. So one explanation I have for what you are seeing is that your macbook running Windows 7 tried to save a version of the file that for some reason didnt make it to the cloud completely. That's why your other machines can't open it.

If you are okay with the version of the file you have on your macbook being the latest, the quickest way out of this situation I can suggest right now would be to do a dummy save of that file from your macbook (any small change that makes Fusion thinks the file needs saving). Assuming you dont run into the same error again, your other machines should be able to open that file again, once the version with no real changes makes it up to the cloud.

Let me know if that doesn't work and apologies for the problems you are facing.

Regards,

Saket

on behalf of Fusion360 development

[SGoldthwaite]

I went to my macbook and saved the file.  Now I can open it from the other computers.  Since this has happened to me twice in the last couple of days, I hope it's a bug you fix soon.

[saketsatta]

Hi Scott,

I'm glad to hear that you can open the file from other computers now but I'm sorry that you've run into this problem so frequently recently.

I went through the log files you posted earlier (thanks for that!) but didnt find much information about the file that was failing to open so I'll try to diagnose this problem another way. 

In the past when you've seen these problems do you remember if you were primarily saving from that macbook? If so, do you recall if you hit save on the file and then immediately shut the lid of your macbook at any time? Or did you have to force quit or shut Fusion down very soon after hitting save? Usually in these cases Fusion will try to upload the file again the next time it starts but it might be getting into a bad state somehow and not completing the upload.

Thanks,

Saket

[SGoldthwaite]

I don't remember what computer I was using the first time I saw the problem.  I didn't force Fusion to shutdown.  Sometimes I try to close Fusion too quickly after a save and Fusion warns me.  When this happens I always choose to not close Fusion and let the file finish saving.  I don't close my macbook cover too often, but it's possible.  I'll try to pay closer attention so I have more info if it happens again.

[SGoldthwaite]

Happened again.  I tried to open from my Windows 7 laptop, but couldn't.  So I went over to my iMac (OSX 10.9.5) and opened up the file okay.  I made a small change, saved it, closed the file.  Then went back to my Window 7 laptop and was able to open the file.

[saketsatta]

Hi Scott,

Thanks for following up on this. I'll try diagnosing the problem using your logs again and if that fails, I will ask you for some more detailed information via PM.

Please send the diagnostic logs from the Windows 7 laptop where your file failed to open to saket dot satta at autodesk dot com.

Regards,

Saket

[saketsatta]

Hi Scott,

I got your new log files and at this point it looks like the file was correctly uploaded from your iMac but Fusion and its backend services failed to update the flag with this information.

We dont know why this happened yet but we are actively investigating it. 

Thanks for bringing this to our attention so we can improve our product. I will update this thread when I have any new information.

Regards,

Saket

on behalf of Fusion360 development