HELP!!!!

[Anonymous]

I am trying to open Fusion 360 on my Mac. It prompts me on opening to Update, so I select to update. It reaches about 15% during updating, then quits! I have tried several times now, and tried opening my partners account on his computer to rule out it's my computer, and his is doing the same.

How can I get this fixed, so I can get into the program and get working?

I am losing patience with this program! I love it and really want to use it over other programs, but honestly... since installing it I am finding regular problems with using it. I have been using it and being patient with it for 5 months now, but at least 6 times out of 10, the program unexpectedly quits!!! This is enormously frustrating as I am relying on using it now to complete projects I am working on.

Can you please advise what to do in terms of the problem updating currently, and the greater problem of it quitting regularly and unexpectedly!

If I did an uninstall, would I loose all my data saved within the program? How would I reinstall? I am on a student version I downloaded. Would reinstalling the program help?

Please help as soon as possible!!!

Cassandra

[NicolasXu]

Hi Cassandra,

Sorry to hear that you have experienced the trouble.

First of all, any design files you have saved successfully will be uploaded to the cloud automatically. I will tell you know how to back up the local cache in case any files are still pending uploading.

To understand the issue during installation or update, we need to look into the installation log file. Please attach the log here so we can try to figure out the cause. Please note that in many cases it can be fastest to perform a clean uninstall and install fresh.

-How to locate the installation log file:

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

-How to do a clean uninstall of Autodesk Fusion 360:

Note: You may back up the local cache folder in case any designs are pending uploading!!!

/users/<username>/Library/Application Support/Autodesk/Autodesk Fusion 360/<accountID>   (The accoundID is a string contains numbers and characters. The local cache is under W.login sub-folder, but you could back up the entire folder.)

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

Best Regards,

[NicolasXu]

Another question, when the program unexpectedly quits, did you sent the error reports? If yes, would you let me know the email address you once typed in the error reports so I can look into the database and see if they are known issues and if we have any workaround.

Hope your Fusion can get back to normal quickly.

Best Regards,

[Helmi74]

I can confirm that there seems to be a problem going on currently.

I was prompted I can't download a downloadable material while using Fusion due to an ongoing live update. I couldn't see any update going on but ignored that for the moment. After continuing to work for about an hour Fusion crashed and didn't reopen. It looked like a failed update to I tried removing Fusion which also failed. See the streamer log here: https://justpaste.it/r5ry

Also reinstalling Fusion now fails with this Error on Mac OSX: http://pastebin.com/raw/dWpYsrFC

@Anonymous a more helpful thread title would be highly appreciated for your next thread 🙂

[Helmi74]

It looks like the clean uninstall per the knowledgebase article seems to have fixed the problem but definitely an early-morning (German time here) show stopper 😞

[NicolasXu]

Thanks for the information, Frank.

I will work with others and try to understand the problem.  

[Helmi74]

I've also just sent in quite a bunch of error reports that appeared after only quitting Fusion360 once. Should be around 10 or something.

[Anonymous]

Hi NicolasXu,

Thanks for getting back to me. Sorry for the late response! I replyed to your message via email, and only now realised it had failed to deliver, so worked out I needed to send it via here! New to this and haven't used this mode for help before!

Attached is the log file you’ve mentioned.

As for error reports, I haven’t ever sent an error report. What does this do? I will do in future when it happens if I understand what it’s for.

I don’t know if there are any designs pending uploading, and I cannot access the program to know. If you could tell me how to check I will likely make sure any are backed up before trying a reinstall. 

If I wanted to reinstall, how do I do that? 

Thanks so much for your help,

Cassandra

[Anonymous]

Duly noted about a more helpful thread title! New to this....

Thanks for your support.... 

[NicolasXu]

Hi Cassandra,

To check if there are pending uploads, just access the folder "W.login" (the location is mentioned in post #2), and there is a file named "UploadQueuedFileList.xml". Any pending uploads will be listed in the xml.

The details of the error reports could be found in the dialog. The screenshot below is for your information.

To do a clean uninstall, please follow the steps mentioned in the post #2. Then you can reinstall Fusion 360 from fusion360.autodesk.com

[Anonymous]

Hi,

Regarding note#2:

Note: You may back up the local cache folder in case any designs are pending uploading!!!

/users/<username>/Library/Application Support/Autodesk/Autodesk Fusion 360/<accountID>   (The accoundID is a string contains numbers and characters. The local cache is under W.login sub-folder, but you could back up the entire folder.)

I cannot seem to find the cache folder to back-up before I try an uninstall.

Any suggestions?

Cassandra

[NicolasXu]

It’s under the user library folder. To access the folder:

• Right click the Finder on the dock
• Go to Folder…
• Type “~/Library” (without quotation marks) then Go

[Anonymous]

Thanks! Got it.... your a star!

Cassandra

[ting.lu]

Hello,

If reinstall still doesn’t work, please do below steps.

Run below two commands separately in the terminal, and send the output to me (ting.lu@autodesk.com)

> nslookup dl.appstreaming.autodesk.com

> ping dl.appstreaming.autodesk.com

Then please try to install Fusion with below steps, please also send the log to me if it fails again.

1. Double Click “Fusion 360 Client Downloader.dmg”
2. Execute below command

> "/Volumes/Autodesk Client Downloader/Double Click to Install.app/Contents/MacOS/Fusion 360 Client Downloader" -o single -v DEBUG

BTW, you mentioned your partner also encountered the same issue, so please also send his log file to me.

Thanks,

Ting Lu

[Anonymous]

Hi Ting Lu,

I have executed a clean uninstall.

I would like to download and re-install Fusion now, but confused with the steps to take. Originally I downloaded the 'student' version. Can you please give step by step instructions how to do it again. Not sure if there is a short cut having gone through the process of downloading the student version before, and already having an account?

Where do I go to find  “Fusion 360 Client Downloader.dmg”  you've mentioned?

Also, I will follow through on getting Fusion reinstalled on my Mac, then will move onto going through the process of uninstalling it on my partners Mac and send you his log file.

Cassandra 

[ting.lu]

Hello,

Please download Fusion installer (Fusion 360 Client Downloader.dmg) from here http://www.autodesk.com/products/fusion-360/overview. Then you will be directed to the download page, which has steps about how to install Fusion.

Thanks,

Ting.

[Anonymous]

Hi,

I have followed your instructions in post#16, by going to  http://www.autodesk.com/products/fusion-360/overview  to download fusion again. 

Downloaded the dmg file, opened and followed the prompts, but 10% into installing a box is appearing stating....

Unexpected Error...

Please attach the file

"/Users/anthonystevenson/Library/Logs/autodesk.webdeploy.streamer.log  to any problem reports before closing this dialog.

Attached is the file... please advise what to do?

Also, can you confirm in downloading and installing the dmg from this location will allow me to set up the 3 year student access again? I am not sure if this is just a trial version? Will it prompt me to turn the trial into the 3 year access?

Thanks 

Cassandra

[Anonymous]

FYI.....

My partners log as requested. 

Cassandra

[Anonymous]

I have managed to reinstall!!!! Used your instructions to install with the use of Terminal. 

Thanks so much to the Autodesk team for your help in resolving my issue!!!

Will report any future problems ie. error reports in future, but fingers crossed I can get on with completing my projects! 

Thanks,

Cassandra 

[ting.lu]

Hello,

Glad to hear your issue has been solved, feel free to contact us if any other installation issues in the future.

BTW, please run below command in the terminal, and send the output to me (ting.lu@autodesk.com), so that we can further analyze the problem you encountered before.

> nslookup dl.appstreaming.autodesk.com

Thanks,

Ting.