RESOLVED: Fusion 360 Service Outage

[keqingsong]

UPDATE DEC 8, 2;22 A.M. PST -

All, tests on our end have shown that we are back online. You should now be able to log in and access your data and use Fusion 360 as you normally would. Things are still ramping up, but if you continue notice any sluggishness or issues, please let us know. Thank you for your patience, sympathy, words of encouragement, and continued support. It meant a lot to all of us!  

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UPDATE DEC 7, 9:17 P.M. PST -

All – A quick update on the outage.  We are close to a resolution.  We have started testing Fusion in our internal staging environment.  Once we are sure everything works, we will go live and bring Fusion online. I know this has been very painful for all of you and all of us in the fusion team feel your pain.  I really appreciate your patience as we work the problem.  Once we get thru this and you are all up and running, I will update you on the work we are doing and are doubling down to make Fusion resilient and more importantly make sure that you have access to your data all the time.

In case you are wondering what the current issue is why it is taking so long to address it, here are the details.  Fusion 360 is a network of services and one such service is what we call ACM (Access Control Manager) Service.  The purpose of ACM is to govern project level access to all data resources (items, projects, folders…) and its derivatives (views, comments, …).  We periodically optimize our Fusion Item Access Control Database, based on changing application needs and usage of ACM.  An optimization done on Dec 6 made calls to ACM getting locked up in the database and never return. Ultimately, we had to bring our ACM service down to roll back the changes and make sure all the services operate normally.  It is an involved effort and hence the delay.

Prabakar.

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UPDATE DEC 7, 11:05 A.M. PST - We are now estimating to have the outage resolved by 1pm PST.  I will keep this thread updated if anything changes.  Thanks for your continued patience.

UPDATE DEC 7, 7:19 A.M. PST - We are making progress on battling the outage. We have been having issues with our Access Control System that governs project level access to all data resources (items, projects, folders...) and its derivatives (views, comments, ...) in Fusion for creators and collaborators.

Our Operations and Engineering Team is engaged ferociously since midnight Dec 6 to address this issue. We expect a speedy resolution of this issue soon.

Right now we just deployed a banner in-product that will take you into offline mode if you haven't already done so. More details to come, and again apologies for the downtime.

Hey all, 

We are experiencing an outage that is impacting all data access interactions.  These include but not limited to Open, Save, Upload, Export and Viewing. We recommend that you work in offline mode for the time being. We are working actively to correct the problem and will update this thread once it is resolved.  We apologize for the inconvenience and appreciate your patience.

You can also keep track of the status via the health dashboard. 

Here's how to switch to offline mode to continue working while we dig into the issue. 

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

If you restarted Fusion without going into offline mode before, it may seem like fusion is hanging at the launch screen. Wait a few minutes and you should be able to get in. As soon as you get in, switch to offline mode. Then you should be good to go while we fix the downtime.

[cekuhnen]

You guys noticed that they constantly give you an update about the current problem?

they will fix it guys, stuff just happens.

[Anonymous]

"They have proven to be incredibly responsive to customer requests and suggestions except in this area. Here's hoping! "

Really, I'm STILL waiting for bugs to get fixed in Fusion from July. I call that horribly responsive, but who am I.

In any event, It is times like this, where I thank to greater power that be, that after every major change to a part, I export a *.f3d

Yeah, it breaks links in assembles and other stuff, but who cares.

I can open my last rev and keep working no matter what Autodesk does. Unless they pull the plug on the whole thing.

Which is why I also export everything to a STEP file as well. At least then I don't lose the solid body.

It only takes about 30 seconds to do the exports, well worth the time.

Not as convenient but even if its not Autodesk, if someone takes out the pole in front of the shop and no internet, same result.

Sorry, I trust no one but myself with my data, period.

Wait until the day they come back and say, Um sorry folks, everything went to that big bit bucket in the sky.

Oh, and read our EULA, can't hold use liable, so sorry. Never say Never

I do think you should call it what it is though, not "Fusion is currently updating cloud services" if that is true you sure picked one heck of a time to take everyone out in the middle of the work week.  How about "Fusion is currently broken, we are pulling out our hair trying to fix it".

[bmxjeff]

I wish I could click an option that let me store all files of a project locally. That could get into a grey area if Autodesk is charging for Storage. Is it local? or is it being stored in the cloud? You pay either way?

Fusion is build for the cloud. I can't open any files from solidworks, or Creo, Catia, because all the converting goes on up in the clouds. There is no way around this one. Outages are in our future.

[daniel_lyall]

I find it interesting people use a cloud program with there eyes closed, it's advertised as a cloud program.

[cekuhnen]

@Anonymous Trolling really does not help. Ever found a web service that 100% flawless?

they respond to a lot of bugs - but they cannot fix all at once. No software company can.

a tick of healthy realistic attitude can really be useful.

eula here or there - we users know that we use a cloud service.

[Anonymous]

Not trolling

Just offering up my method to mitigate the risk of cloud outage, yes I'm aware.

Some of my parts don't even go to the cloud. I work on them unsaved, pray for no crash, and export them every so often.

Hope they don't change that work flow on me.

And for the bugs, I found a simple bug in the chamfer tool path, it is more then likely a one variable word fix (I'm a software architect), still not fixed.

Sorry for being a bit bitter about support.

How many times have you had operations just up and disappear?

Sorry, this last round with the object naming, the hot keys stay live. If you hit backspace it deletes the object your trying to name.

Oh, and that is still not fixed over a month later, come on, its cloud based! 😉

If I let stuff through that bad at my work, I would not have work.

[Oceanconcepts]

Hi Bankim,

Your workaround for the "you have been offline for more than 2 weeks" error did not work for me. I changed the Web services folder name, and was able to log in to Autodesk from the splash screen, but got the same error, clicking OK quits Fusion- it appears to be a loop. 

[sstephe1622]

I think this proves the need to be able to sync the models with a secondary server/services such as Dropbox, Google drive etc.  When the outage hit the most recent version of the file was at home were I had put the finishing touches on it last night.  Upon arriving at work The last saved version was at least 2 versions behind. 

Also is there a way to get an step file or any of the other files types into fusion without the cloud?

[prabakarm]

All – A quick update on the outage.  We are close to a resolution.  We have started testing Fusion in our internal staging environment.  Once we are sure everything works, we will go live and bring Fusion online. I know this has been very painful for all of you and all of us in the fusion team feel your pain.  I really appreciate your patience as we work the problem.  Once we get thru this and you are all up and running, I will update you on the work we are doing and are doubling down to make Fusion resilient and more importantly make sure that you have access to your data all the time.

In case you are wondering what the current issue is why it is taking so long to address it, here are the details.  Fusion 360 is a network of services and one such service is what we call ACM (Access Control Manager) Service.  The purpose of ACM is to govern project level access to all data resources (items, projects, folders…) and its derivatives (views, comments, …).  We periodically optimize our Fusion Item Access Control Database, based on changing application needs and usage of ACM.  An optimization done on Dec 6 made calls to ACM getting locked up in the database and never return. Ultimately, we had to bring our ACM service down to roll back the changes and make sure all the services operate normally.  It is an involved effort and hence the delay.

Prabakar.

[scottmoyse]

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@sstephe1622 wrote:

Also is there a way to get an step file or any of the other files types into fusion without the cloud?

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[arnou-verfaillie]

So, back at work.. Guess I will have to find something else to do...
Most annoying part is, all I need is 2 cloud simulations to finish my work 😞

Hopefully they get back online asap

[andersEQHR7]

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@arnou-verfaillie wrote:

So, back at work.. Guess I will have to find something else to do...
Most annoying part is, all I need is 2 cloud simulations to finish my work 😞

Hopefully they get back online asap

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Have you tried doing a local simulation, or is in not possible to do that in Fusion 360.

[O.Tan]

Hmm..just realised I'm unable to export some of my parts into STEP file. Hopefully the issue will be resolved in a few hours time.

This got to be the worst Fusion cloud issue for 2016. What a way to end the year 

[Coscor_NPL]

@keqingsong or other Fusion Team

It would really be nice to have a better offline mode for when stuff like this happens..

I know sometimes things like this will happen, that's life, but what we need is that better offline mode

as an example I have a project with 10 folders in (imported Construction from Vietnam version 1, imported Construction from Vietnam version 2, etc.)

in all the folders I have the same file with the same name or some long name with a date in the end

Problem is when in offline mode all of it is jumbled together, and can't even see the end of the name of every file, there's no info whatsoever like dates or last saved

Why not let us have the folder structure as normal? or something simmilar... or at least more info on the files, like where they belong (project/folder etc.)

Anyways, know you are hard at work, I don't want people to be able to work offline all the time but I would just wish that offline could be better for when things like this happen

[brianrepp]

We're getting closer to resolution @O.Tan!  And yes, it's actually the worst we've ever had.

[scottmoyse]

Yup, the offline mode data panel is horrible. Truly horrible.

[brianrepp]

Hey @Coscor_NPL - you're absolutely right.  @prabakarm will be making a post in the AM talking about what we're doing to make sure you have access to the data you need, when you need it.  This also means the experience of things such as how we handle the transition to offline during outages, along with improvement in how we show your data when in offline mode.

[mslatem]

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@O.Tan wrote:

This got to be the worst Fusion cloud issue for 2016. What a way to end the year 

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This may be the worst "cloud issue" I have seen, period.

I don't previously recall any other cloud related service outage lasting this long. I work in IT and read most of the Cloud 'disaster porn' post-mortems, and this may be up there with the best of them 😉 

[Coscor_NPL]

@brianrepp

Thanks for the feedback! good to hear that it get focus, not only to prevent unfortunate outages like this, but also more importantly better functionality when it happens.

We look forward to learn more about this, again thanks.

[bjpirt]

Just wondering if there's any further update on this issue as it's been affecting people for a day now. (edit: just spotted it's due to be sorted in a couple of hours)

I do hope that Autodesk will finally listen to people when they have been voicing their concerns with being cloud-only. It was my first concern with the product and although I'm really pleased with the modelling aspect, this is crippling the software (well that and the constant crashes). I don't know anybody (even fewer businesses that depend on your software for revenue) that just wants all their precious files to live in a cloud somewhere on the internet. People love Dropbox but that's because it doesn't get in the way and you always have your local copy. I would much rather sync my Fusion files in the same way; to a local folder which is then kept updated with versions from the internet.

Just my 2 cents, but I hope somebody at Autodesk listens. The cloud features are great, but they shouldn't be at the expense of plain old files.

Cheers,

Ben