RESOLVED - Fusion 360 service degradation (can't get online?)

[brianrepp]

All – we are currently experiencing intermittent service issues that may impact your ability to login and/or return from being taken into offline mode.  The issue may also affect your ability to run a cloud solve Simulation.  We are actively working on repairing the problem and appreciate your patience (NOTE - we have an update planned for the evening of 10/13/16 that should fix the issue).

Below is a workaround that should allow you to return online and/or complete a cloud solve, please let me know if you have any trouble.  In order for the cloud solve to re-initiate, please make an change to the affected document after removing the XML file.

Remove the LoginState.xml file and Restart Fusion 360:

Mac OS 

1. Close Fusion 360
2. In Terminal, type the below command and press enter 
   open ~/library/ 
3. In the Subsequent Finder window (Macintosh HD > Users > %Profile% > Library), browse to 
   ~/Library/Application Support/Autodesk/Web Services
   NOTE - if you are on a version from the Mac App Store, browse to:  ~/Library/Containers/com.autodesk.mas.fusion360/Data/Library/Application Support/Autodesk
4. In the Web Services (or Autodesk for App Store) Directory, locate the LoginState.xml file
5. Right click on LoginState.xml and select Move to Trash 
6. Restart Fusion 360 

Windows 

1. Close Fusion 360
2. In windows explorer browse to   %localappdata%\autodesk\web services
3. In the Web Services directory, right lick on the LoginState.xml file and select delete 
4. Restart Fusion 360

[James.Youmatz]

Hi @Anonymous,

Good to hear it is working again! Please, feel free to reach out here if it is not and we can take a closer peek as to what might be happening.

Thanks,

[dregalia2014]

Hey guys, unable to get online for the last few days... I keep getting the unable to setup fusion 360 for your Autodesk Account...

I tried deleting the loginstate.xml file, but that didn't help. 

Also, after the Friday update, I'm not able to click on the link to open fusion 360.. I've only been able to open it by double clicking on one of my backed up F3D files.

Any thoughts?

Thanks!

[Mike.Grau]

Hi @dregalia2014,

Thanks for asking about that.

Could you may share your AppLog file with us with the link here ?

That would be great

Thanks,

[dregalia2014]

Absolutely! 

Thanks @Mike.Grau for taking the time to peek at this.  Let me know if you need anything else.. there is also a log.1 that is rather big in the same directory.  If you want me to attach that as well, I can. 

~Dan

[dregalia2014]

@Mike.Grau, also getting this as a popup now.... but it's only happening on this computer.  I can access it on my laptop.   Would it make sense to uninstall/reinstall, or do you guys want to try to track down the error. 

[Mike.Grau]

Hi @dregalia2014,

Thank you so much for sharing the AppLog files.

Yes, I would like to chase the issue down the pipe and find the root cause. 😉

I could see the following error message which is pointing to a limited permission issue.

[WinError 5] Access is denied: '\\\\?\\c:\\users\\dan\\appdata\\local\\autodesk\\webdeploy\\production

Could you may go into the following folder

C:\Users\dan\AppData\Local\Autodesk

and do a Right-Mouse click on the "Autodesk" folder and uncheck "Read-only" and hit "Apply" ?

Could you then run the Fusion 360 launcher exe within the "Run as administrator" mode?

Please, keep me updated if any of these options worked.

Thanks,

[dregalia2014]

Hey @Mike.Grau, thanks for the post.  I changed permissions, and went into "C:\Users\Dan\AppData\Local\Autodesk\webdeploy\production\1c390f736d162708dcf21ff0d9d996bd09400ac2" and ran Fusion360.exe as Administrator.  Sadly, I got the same error again...

[Anonymous]

Have you tried to redownload (not reinstall) the client and start out of the freshly downloaded client?

This somehow fixed it for me.

[dregalia2014]

I'm not sure how to download the client, only the installer.. Is there a different location to run this from?
(Thanks btw)

[Anonymous]

I meant the installer when I said client.

If you start your installer it will tell you that there is already an installation of Fusion 360 and it will ask you if you wish to run this version.

I clicked "Run" and haven't got any problems since then.

[dregalia2014]

Gotcha! I tried that but got the same error. I was really hoping that would do it. Thanks for trying tho.

[dregalia2014]

@Mike.Grau  FYI... new streamer log.  Lot shorter this time.

[dregalia2014 · Accepted solution]

@Mike.Grau.  I got it.  I Dug around the forums and I found a post by @baribak where he helped someone get re-installed.

I ended up doing a 're-install' which was this:

To allow a reinstall of Fusion:
1. Open Explorer and go to c:\users\username\appdata\local\autodesk.
2. Delete the folder “webdeploy”.
3. Exit explorer and re-launch the Fusion 360 Client Downloader executable (normally found in c:\users\username\downloads, filename may contain alpha numeric characters).

And I was able to get started again..

Looking at the difference between the folders, it looks like the upgrade didn't complete..and was left halfway done.

Thanks

~Dan

[Mike.Grau]

Hi @dregalia2014,

Thank you for sharing this with us and thanks to @baribak for add the great value.

I will go ahead and capture this in the knowledge article. Resolving permissions related issue installing Fusion 360

Therefore even more users can benefit from this post.

Thanks,