Data Panel issue

[Anonymous]

Hi Folks,

From the time of the recent outage I have seen an issue with my Data Panel.

The panel is grayed out, there are no preview images on the left side anymore.

I can open what is there, everything in the folds is there (including images).

One of the folders I spent months making the files stored there is missing.

I can find the missing folder in my cloud account.

When I try to "Refresh" nothing changes.

There are times when it works fine, then it fails again the next time I start my PC.

Anyone have a suggestion on how to fix this?

Thanks in advance.

[James.Youmatz · Accepted solution]

Hi @Anonymous,

I am sorry to hear that! Just to check - do you have any files that are NOT successfully synced to the cloud? I ask because I think a clean uninstall and reinstall is a good starting point here as the issue just started and seems to be sporadic. If you do have some files not synced - then please wait to do this uninstall until we can confirm no data will be lost. If everything is synced, please go ahead and follow these steps:

• Download our clean uninstall tool here
• Follow the instructions - when it comes to ask you about clearing cached files, there shouldn't be a need to delete these (but a full clean uninstall would include wiping these. If you have all your data backed up, deleting these shouldn't be that big of an issue). 
• Once done, please restart your computer and reinstall Fusion from this link here.
• Does the data panel issue still exist?

If so, do any error messages pop up? If it is still persistent, can you email me your diagnostic log files from the help menu within Fusion to james.youmatz@autodesk.com. 

Thanks,

[Anonymous]

Well, that did fix it, but, you have to reset all your preferences, sort of a pain but probably needed revisiting anyway.

I do have one question:

I can't recall where to get rid of the "comment" box, I have never used it and it's in the way.

Where do I find the tick box for that?

Thank you for your help.

[James.Youmatz · Accepted solution]

Hi @Anonymous,

I do agree - resetting the preferences can be a pain, but luckily the data is visible again. Luckily the clean uninstall (although perhaps a bit overkill in this situation) has been known to help these type of issues. I will dig a bit deeper to see if I can find the root cause/file and perhaps we can avoid cleanly uninstalling in the future. 

Regarding the comments section - if you go to the File menu and select View you can hide/show the comments from here!

Thanks,

[Anonymous]

Oh that's right, it's been so long I forgot that was where you turned it off.

Thanks again

[Anonymous]

I just went to open a file in that folder that was restored and the whole thing is right back where I started!

Data Panel is grayed out and the one folder is missing again.

Thoughts??

[James.Youmatz]

Hi @Anonymous,

That sounds very strange! Would it be possible to take this offline? I would love to remote in and see what might be going on first hand. Can you email me at james.youmatz@autodesk.com

Thanks,