RESOLVED: Intermittent Service Degradation

[brianrepp]

All - We are currently experiencing intermittent degradation in our services that might impact creation, open and viewing of files within Fusion 360 and A360.  If you experience a failure, we suggest retrying until it succeeds.

UPDATE as of 2:12pm PT - We resolved the issue affecting creation and open of files, but are still experiencing issues with the viewing of new models on A360 and the creation of version thumbnails.

**RESOLVED** as of 4:36pm PT - All services have been fully restored and you should not be experiencing any issues.  If you are still having problems, please let me know.  Thanks again for your patience as we worked through the problem.

[21652157]

Ok thanks you

[kevinwatts]

Is there a time frame as to when we should expect the system to be stable? Please keep us posted.

[brianrepp]

@kevinwatts Just posted an update.  We solved a large portion of the problem, but are still seeing some lingering issues.

[brianrepp]

Updated - Resolved

[Anonymous]

I don't think this is resolved, I'm still having major issues.

I can open a model and move, rotate, etc but once I click on any icon or tab everything freezes but the modle can still be rotated, zoomed, moved, etc.

I have a light colored background box when I open browser.

Browser and comment box floating and not locked to anything.

Bill

[NicolasXu]

Hi Bill,

Thanks for reaching out to us. The browser can be moved to anywhere, but the freeze is a problem.

Would you send us the Diagnostic Log Files for investigation? (My email address: lixiong.xu@autodesk.com). You could also try resetting the UI to default layout and see if it makes any difference.

Best Regards,

[PhilProcarioJr]

@brianrepp

@NicolasXu

Files created yesterday and today are not uploading properly. Any ideas on whether or not this is server related?

[brianrepp]

@PhilProcarioJr Would you mind providing your logs so we can investigate?  Also, when you say they aren't uploading properly, are you seeing them in the upload dialog (but nothing happens), or do you click Save (with apparent success) yet see nothing in the Data Panel?

[PhilProcarioJr]

@brianrepp

I restarted Fusion yesterday and noticed the problem, it shows uploads in progress one for each version of my file. this ran for 4 hours yesterday and never finished. I went home, now I am back at work I fired up Fusion and two of them seems to have uploaded successfully. I will wait about 10 min to see if the other one finishes. It seems like they are going to finish but they are taking way longer then they should and I know it's not my internet connection.

[kevinwatts]

I have had similar problems with the save/upload hanging yesterday.

This morning: the login was faster but when I opened the Data Panel it was simply a blank area. No files visible. Loged out, closeed and restarted the application. Then the Data Panel was visible. Tired opening a small files, saved a new version and closed.

[PhilProcarioJr]

@kevinwatts

I tried that this morning and it didn't work new saves just sat in limbo. Since I wasn't worried about the model I cleared my cache files and reopened Fusion now everything is working fine. The problem I see here is if your going to force people to use the "cloud" you need to make sure it works. If this had been a paying job I would have been very unhappy. The servers that hold my website don't have these problems, other cloud apps I use don't have these problems so it begs to question, why does Fusion's cloud have so much downtime and problems. Other cloud apps I run never take the cloud offline to run updates to the servers, they switch users to cloud servers that are not being updated then do the updates on backend servers and switch the users over after the update rolls out. You never experience the dreaded "servers will be offline from X to X sorry for the inconvenience message". I used to be a network admin for a very large company and if we had taken stores offline to run updates the company would have hung us out to dry.

Just my 2 cents

[brianrepp]

@PhilProcarioJr@kevinwatts thanks for the details, I believe this could be a lingering hiccup from the outage, but we will let you know once the team investigates.

[saketsatta]

Hi Phil,

I had a look at your diagnostic logs and there was a problem with uploading version 5 of your file called RedAstrayLaserGunrev1.0.STEP.f3d yesterday. That version seems to have been uploaded okay now and versions 1 through 9 also look okay in our backend system. But there seems to be a problem with the latest version (v10) in the cloud. If you delete that file from your cache and try to download it, its possible that the download will fail.

To get around this potential problem, I would recommend that you save a new version of that file (v11) or promote v9 to be the latest version. 

Regards,

Saket Satta

Fusion 360 Engineering

[PhilProcarioJr]

@saketsatta

I have already tried the deleting the cache method you described and it seemed to fix my problem, but at the end of working yesterday it happened again. 3 files failed to upload after deleting the cache and working from version 9. Then when I opened Fusion this more it crashed to desktop with no option to send report.

[Anonymous]

This issue is not RESOLVED as the header indicates.  I still have no use of Fusion360.

This is what my screen looks like - No selection tabs.

This is what it should look like.

I've done everything suggested by the Fusion team and even did a complete restore on my computer.

Any suggestions?

Fusion did work on the computer priot to the "Intermittent Service Degradatin".

GG67

[saketsatta]

Hi @PhilProcarioJr,

I examined the latest logs that you posted above and I can confirm that your upload problems were related to the server side issue and solution mentioned in this post from Matt: http://forums.autodesk.com/t5/design-validate-document/optimized-file-transfers-encountering-errors/...

Let us know if you continue to have any problems.

Regards,

Saket Satta

Fusion 360 Engineering

[innovatenate]

@Anonymous Could you try the suggestions in the below links? This should help manually reset the UI and get those ribbons back.

Reset to default layout view:

https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/Reset-to-Default-Layout-Fusion-360.html

Manually reset UI settings:

https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/Fusion-360-crashes-while-entering-a-new-environment-e-g-sketch-model-patch-etc.html

Also, I note that you can dock or undock and collapse the browser. I made quick screencast that may help explain.

Most report of the ribbon missing are resolved upon restarting the application. I'm not sure what is meant by doing a complete restore on the computer means.  Does that mean restarting the computer? 

Thanks,