Upload hanged, probably causing other issues as well

[O.Tan]

Hi,

Recently I tried to upload a IGS file and not sure what happened but it's stuck half way, it seems there's no way for me to cancel it either. I believe this is causing Fusion 360 to fail to save new documents as well. This is the error message I got when trying to save a new drawing

Luckily I saved as .f3d, but at the moment, there's no way for me to save it into the cloud via Fusion 360.

[ahsan.autodesk]

Hi O.Tan,

Thanks for reporting the issue.

Can you please send us the last few AppLogFile*.log files from your machine? These log files may have useful data that can help us analyze the problem.

You probably already know this, but you can find them here:

    On Windows: C:\Users\<Windows User ID>\AppData\Local\Autodesk\Neutron Test Application\<A360 User ID>\

    On Mac: /Users/<Mac User ID>/Library/Application Support/Autodesk/Autodesk Fusion 360/<A360 User ID>

<A360 User ID> sub-folder name will be an alpha-numeric string with 12 characters, for e.g., EEZ9QQFUVTHM.

If you've been logging in using several A360 user accounts from the same machine, most likely you'll have multiple <A360 User ID> sub-folders. To know which sub-folder is the relevant one, I'm afraid you'll have to peek inside it and look for AppLog files with the appropriate time stamps. If you're unsure, please zip up all the ones that seem remotely relevant and send them to us.

Thx for your help
Regards,

Ahsan (Fusion 360 Neutron Data Model)

[O.Tan]

I've checked the Application Support folder but none of the AppLogFile is dated today.

[macmanpb]

About the dialog i can see you have a OSX Yosemite, right?

Is your Fusion an AppStore Version?

[O.Tan]

Yeap, I'm using Yosemite

And yes, it's the App Store version. I wonder how to retrieve the log files cause I think apps from the Mac App Store stores it in a different location or something. The timestamps I have dates before pre-App Store version.

[ahsan.autodesk]

Hi there,

For those who have installed from the Mac App Store, you can find your App Log files here:

~/Library/Containers/com.autodesk.mas.fusion360/Data/Library/Application Support/Autodesk/Autodesk Fusion 360/<A360 User ID>

Thanks and regards,

Ahsan (Fusion 360 Data Model)

[O.Tan]

Okay, this is the latest log file.

[macmanpb]

I think the issues are caused by network problems. Try to use an other DNS server (for example google 8.8.8.8 / 8.8.4.4). If you dont know how to change that, please search at google "google dns".

I hope that fixes the network issues...

[O.Tan]

Hmm, not sure if it's the DNS issue as it didn't occur when I first started using Fusion, it only happen after I used Fusion for a continuous 6 hours?

Anyhow, turning of the 2 reporting options seemed to solve it. 

[macmanpb]

Have you the reporting options turned on or off?

[O.Tan]

off and now Fusion closes properly. Though the hanged upload is still there. It only appears on my OS X side as logging in via Windows doesn't show the upload

[O.Tan]

Still unable to clear the upload, it's clearly stuck there as I've deleted the source as well. 

[ahsan.autodesk]

Hi O.Tan,

I had looked at the AppLog files that you'd sent us previously. But unfortunately, they didn't point to anything out of the ordinary. It seemed that all the uploads that got started, eventually finished properly. But clearly, there is something amiss because you continue to see pending uploads.

At this point, to get you going, I suggest that you delete the following files from your disk:

~Library/Application Support/Autodesk/Autodesk Fusion 360

~Library/Application Support/Autodesk/MAC64/JobManager360

If you'd downloaded from the Mac App Store, I believe the folders will be under

~/Library/Containers/com.autodesk.mas.fusion360/Data/Library/Application Support/Autodesk

Hopefully, that'll take care of your upload issues.

Regards,
Ahsan

[O.Tan · Accepted solution]

Thanks, though I find deleting just the JobManager360 folder seemed to do the trick 🙂

[Anonymous]

Thank you Ahsan! This actaully worked for me perfectly!