Unable to connect

Anonymous · ‎11-14-2016

Morning, I'm a new user that has installed Fusion 360 Trial on my Windows 7 SP1 laptop, and get this response on opening. Have looked through previous posts, tried proxy settings, Firewall, logging onto Hub (OK) User Name showing at top right, only options below Preferences and work offline. Not sure what do do next, Thanks for any help

innovatenate · ‎11-14-2016

Sorry to hear about this issue! Thank you for including the log files.

I see that there are some connection errors connecting to the below websites.

Can you try opening these in a web browser and see if there are any certificate warnings?

If there are any warnings in the browser can you choose to always trust the certificate and then restart Fusion 360 to see if helps?

Hint: On the page with the untrusted certificate (https:// is crossed out in red), click the lock > Certificate Information.

It could also be related to incorrect system time settings. You may try resetting the time settings for time/date, timezone, and daylight savings time.

I hope these suggestions help. Please let me know if you have any questions!

Thanks,

Nathan Chandler
Principal Specialist

Anonymous · ‎11-14-2016

Thanks for responding, Both pages opened without any red or asking about certificates, however pictures attached of page, Are these correct. Also checked Computer time and it is correct and already set for synchronize on a regular basis.

Warren

innovatenate · ‎11-15-2016

Thanks for the update and sorry that last suggestion did not work. Can you try right clicking on the launch icon for Fusion and selecting Run as Administrator?

Thanks,

Nathan Chandler
Principal Specialist

Anonymous · ‎11-15-2016

Program opens as previously after getting notice that "program wants to make changes to your computer" still getting same error notice, shows user name but still offline.

Warren

innovatenate · ‎11-15-2016

Thanks for the update. At this point, I think it might help to learn a bit more about the network you're using.

Are you running Fusion 360 in a proxy environment? Are there firewalls, anti-virus software or other things on the network that could be preventing Fusion 360 from communicating with the Autodesk servers outlined in the below hyperlink?

https://knowledge.autodesk.com/support/a360/troubleshooting/caas/sfdcarticles/sfdcarticles/Network-C...

If you're not sure, it may help to show the link above to an IT administrator to check.

I look forward to your update!

Thanks,

Nathan Chandler
Principal Specialist

Anonymous · ‎11-15-2016

Thanks again,

I am on a basic home network to an Adsl modem on my phone line, I have option of wired connection or WiFi to my modem, have swapped between both, no difference. Had previously gone through all the steps in the web page you just sent and had tried them all with no difference, including turning off firewall (standard Windows) and antivirus (Avg free). just went into task manager to check if anything I can see may be running in background, cant see anything but their are 6 instances of AdCefWebBrowser.exe an AutoCAD component running.

Warren

Anonymous · ‎11-16-2016

Is there anybody out there.

innovatenate · ‎11-16-2016

Thank you for the nudge, I'm not 100% sure what could be causing this issue. I have a few suggestions below. Perhaps one of these will help. I'm also reaching out to see if I can get some help on this error.

In the Network area of the Preferences, did you make any changes to the default settings?

There is a Restore Defaults button at the bottom left hand corner of the preferences. Could you try that, apply the changes and then restart Fusion?

Some other suggestions.

Manually refresh any browser cache/options that could impact the Authentication Process:

Close Fusion 360
Delete the following files & folders:

%appdata%\autodesk\neutron platform\options\{alphanumeric folder name}\NGlobalOptions.xml
%appdata%\autodesk\neutron platform\options\NMachineSpecificOptions.xml
%temp%\autodesk\BrowserCache folder
%localappdata%\autodesk\web services\LoginState.xml

3. Restart Fusion 360 & Retest

Remove and/or Modify Environment Variables for HTTP or HTTPS (Windows):

1. Browse to Control Panel\All Control Panel Items\System
2. Click the Advanced System Settings link
3. In Advanced tab, select Environment Variables
4. Look for User or System variable named HTTP and HTTPS and edit or remove them.

Reset the Internet Options (Windows Only):

1. Clear the browser cache (CTRL + SHIFT + DELETE while in web browser)
2. Browse to Control Panel\All Control Panel Items\Internet Options
3. In the Advanced tab, select the Reset button to reset Internet Explorer's settings to the defaults
4. In the Security tab, select Reset All Zones to Default level
5. In the Content tab, select Clear SSL state
6. Select Apply

Toggle Proxy detection settings:
1. Browse to Control Panel\All Control Panel Items\Internet Options
2. In the Connections tab, select LAN settings
3. Try to Enable/Disable a utomatically detect settings option
3. Apply the changes and retest.

I hope these help! Please keep me posted on your progress!

Thanks,

Nathan Chandler
Principal Specialist

Anonymous · ‎11-16-2016

In the Network area of the Preferences, did you make any changes to the default settings? No and when checking reset button was greyed out inferring no changes had been made.

Some other suggestions.

Manually refresh any browser cache/options that could impact the Authentication Process:

Close Fusion 360
Delete the following files & folders:

%appdata%\autodesk\neutron platform\options\{alphanumeric folder name}\NGlobalOptions.xml
%appdata%\autodesk\neutron platform\options\NMachineSpecificOptions.xml
%temp%\autodesk\BrowserCache folder
%localappdata%\autodesk\web services\LoginState.xml

3. Restart Fusion 360 & Retest

Had to re-log in on program start, then program started but No Change

Remove and/or Modify Environment Variables for HTTP or HTTPS (Windows):

1. Browse to Control Panel\All Control Panel Items\System
2. Click the Advanced System Settings link
3. In Advanced tab, select Environment Variables
4. Look for User or System variable named HTTP and HTTPS and edit or remove them.

No Http or Https options to delete picture attached

Reset the Internet Options (Windows Only):

1. Clear the browser cache (CTRL + SHIFT + DELETE while in web browser)
2. Browse to Control Panel\All Control Panel Items\Internet Options
3. In the Advanced tab, select the Reset button to reset Internet Explorer's settings to the defaults
4. In the Security tab, select Reset All Zones to Default level
5. In the Content tab, select Clear SSL state
6. Select Apply

Toggle Proxy detection settings:
1. Browse to Control Panel\All Control Panel Items\Internet Options
2. In the Connections tab, select LAN settings
3. Try to Enable/Disable a utomatically detect settings option
3. Apply the changes and retest.

Tried both these, No Change, shut down computer and restarted to make sure if that was needed for any settings, No Change.

What next

Warren

Anonymous · ‎11-16-2016

Add current Logs

Anonymous · ‎11-17-2016

I appreciate the attempts to solve my problems, but I really am starting to question whether this program and it being cloud based is worth continuing with. The number of people in this forum having to spend time just keeping the program running is suprizing me. As a model maker who needs to move further into 3d design for my product design I need a program that I can put my energies into to learn for the long term. That is hard to do if there is an underlying concern or trust that the next time I want to use the program it won't work. Warren

Anonymous · ‎11-17-2016

I also find it interesting that having loaded 123D Design it connects without any issues.

Warren

innovatenate · ‎11-17-2016

I'm sorry this is shaking your confidence, but Fusion 360 is totally worth it! We just have to get past this road bump. From the log files, I have gathered that there is an ssl handshake failure that is causing the failure, but the root cause is still unknown to me. I'm working with the software architects to get a perspective on this. I will reply as soon as I have any information that can help.

Given that this is a fresh install and that the Fusion has never worked on this computer, the issue does seems to be machine specific. The initial error message indicates that problem could be triggered by out of date OS patches. Do you have any pending Windows updates? Could you try installing these if there are any to see if it helps?

Thanks,

Nathan Chandler
Principal Specialist

Anonymous · ‎11-17-2016

Checked Windows Update, it updated a couple of things, restarted Fusion 360 went into update program but still showed the same original server message. Restarted as requested after update of Fusion, still the same message and no cloud. current Logs attached.

Warren

Anonymous · ‎11-20-2016

Morning Nathan, is their any indication of a possible resolution to this issue. The program obviously can connect to the internet based on it self updating, however it's issue is still the same as a week ago. I agree that the program may be worth it, but only if we can get it to work, otherwise I have to find a different program.

Warren

innovatenate · ‎12-02-2016

Looks like we were able to resolve this one, using the below process.

Type certmgr.msc in the start menu and launch the certmgr on your Windows computer. Please then look in Trusted Root Certification Authorities > Certificates for a certificate named Verisign Universal Root Certification Authority.

If this certificate does not exist, please extract the attached zip file and then run the .CER file. You will be prompted to Install the certificate, just follow the prompts.

Last, retest Fusion 360.

I wanted to share this solution here in case anyone else bumps into this issue!

Nathan Chandler
Principal Specialist

Anonymous · ‎12-02-2016

Hello, I just wanted to acknowledge the assistance and support of Innovatenate in getting this problem solved, as I have now have a program that works and have been able to start the learning process to use the program.

Warren

chandan.singh · ‎12-04-2016

Others encountering similar problem (certificate missing) can try solution mentioned on: https://support.microsoft.com/en-us/kb/2328240

Problem occurs due to:

"...This error occurs because the Microsoft Certificate Trust List Publisher certificate expired. A copy of the CTL with an expired signing certificate exists in the CryptnetUrlCache folder..."

You can try the "Fix it for me" section mentioned on https://support.microsoft.com/en-us/kb/2328240

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