Load Help failure message

[etfrench]

How does one reinstall this product?

[innovatenate]

I apologize for the error message. 

I'm not familiar with that error message, but I do know how to re-install (instructions below). I only mention this because there may be another solution. It seems like it may be related to the tool library. Do any other tools work correctly?

If at all possible could you attach the diagnstic log files to this forum post or e-mail them to nathan.chandler@autodesk.com before doing any re-installs? The diagnostic log file command is located under the help drop down menu on the upper right hand side of the application window.

To re-install the product, the best thing to do is to do a clean uninstall via the instructions in the below link.

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

Next, go to the below website and select download free trial to being the install process.

http://www.autodesk.com/products/fusion-360/overview

Let me know if you have any questions.

Thanks,

[etfrench]

email sent

[innovatenate]

It doesn't look like there a "refresh the tool library" button (which is what I was hoping). The log files didn't help me much, either. Please try the clean uninstall/re-install and let us know if it helps to resolve the issue. 

Thanks,

[jeff.pek]

Hi -

Sorry you're running into this issue.

The message that you're seeing won't be fixed by reinstalling. I assume that you're getting it when you try to use "F1" to bring up help.

Unfortunately, for this particular dialog, the help access has not been properly hooked up, so you're getting a standard failure message when the help cannot be found.

We'll get this reported and fixed.

Meanwhile, to access help regarding the tool library, you can access the following URL:

  http://fusion360.autodesk.com/resources/akn/view/NINVFUS/ENU/?query=tool%20library

Best Regards,

  Jeff

[etfrench]

The error message is/was occuring when I opened the tool library and edited a tool.  I didn't hit F1.  Currently, F360 will not open on my machine.  I'll post this in the thread with the same issue.

[innovatenate]

It sounds like you may be having some difficulties specific to the computer based upon the below post. 

http://forums.autodesk.com/t5/general-fusion-360-questions/fusion-360-ceased-to-run/m-p/5551663#M852...

Do you ever get an error message or a crash, or does Fusion 360 just seem to hang after launch? Have you tried restarting the computer?

Have you tried the clean uninstall and reinstall procedure recommended in that thread?

Do you know if the display drivers have been updated on the machine? I posted some recommendations in the below that may help resolve the issue if it is graphics related.

http://forums.autodesk.com/t5/general-fusion-360-questions/work-area-and-project-disappears/td-p/542...

Note if you are using an NVIDIA graphics card with dual graphics, there is a procedure outlined in the below link to launch a program with the NVIDIA card instead of the integrated card.

http://knowledge.autodesk.com/support/infraworks-360/troubleshooting/caas/sfdcarticles/sfdcarticles/...

This is pretty rare, but it could be a conflict with your anti-virus software. You may try temporarily disabling the anti-virus software on the computer. You may also try right clicking on the launch icon and choosing Run as Administrator. 

I hope these suggestions help. Please let me me know if this helps or if we should keep troubleshooting.

Thanks,

[jeff.pek]

That "help"-related message is very unlikely to be caused by a failed/invalid installation -- I think it's just an issue with the particular workflow.

If you're not requesting help -- via F1 -- something is. We'll have to figure out how to reproduce this. Looking through the system, I don't see any way, other than an F1, that the help could be being requested (resulting in this error message).

Jeff

[etfrench]

It looks like the failure to start was caused by an orphan icon on the taskbar, probably from the last update. Running F360 from the Start Menu is working correctly.

We could do a Remote Assistance session if that would help debug the help error/