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Connection status goes offline and online intermittently

11 REPLIES 11
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Message 1 of 12
nicholas_hoang
306 Views, 11 Replies

Connection status goes offline and online intermittently

Students using Fusion 360 keep on getting offline and online statuses while using the app throughout the day. I have already used the Network Service Utility to check the ports while in offline and online status. The test passes every time. Student computers do run a filter program, but I am seeing the same activity on computers running and not running the filter. The school firewall is not the culprit since students are getting the same issues at home. Teachers using Fusion 360 have not had any of these connection issues. Students and teachers are using Fusion 360 on M1 Macbook Airs with 8 GB of RAM. I attached the logs I got from one computer experiencing the connection issue.

11 REPLIES 11
Message 2 of 12
kellings
in reply to: nicholas_hoang

Hi @nicholas_hoang Has this been happening over a period of time, or just today? 

If it is just today, there have been some outages happening. You can follow the status of the systems here. 
Autodesk Product Health Dashboard | Autodesk Health Check

 

Thanks,

 

Kevin

Kevin Ellingson
Technical Specialist

If my post resolves your issue, please click the Accept Solution button.
Message 3 of 12
nicholas_hoang
in reply to: kellings

This has been happening since the school decided to use Fusion 360 for about some months now.

Message 4 of 12
kellings
in reply to: nicholas_hoang

I was working with a support person who asked if you could verify that you have everything allowed from this link. Can you verify that is the case? 


https://help.autodesk.com/view/fusion360/ENU/?caas=caas/sfdcarticles/sfdcarticles/Fusion-360-cannot-...

 

Thanks,

 

Kevin

Kevin Ellingson
Technical Specialist

If my post resolves your issue, please click the Accept Solution button.
Message 5 of 12
nicholas_hoang
in reply to: kellings

Yep, all ports and sites are whitelisted or allowed through the firewall and the filter. I found that same list and post when trying to look for solutions before.

Message 6 of 12
kellings
in reply to: nicholas_hoang

Hi @nicholas_hoang I have been trying to research into this one a bit more, but I'm not finding anything that stands out. 

You did mention that it is only the students having the issues and not the instructors. The other interesting thing you said is that the students have the same issues at home as the do on campus. Home networks usually aren't very restrictive, and as you have said, you made sure the necessary ports and services are allowed on your school network. 

 

Can we try to figure out what is different between the student computers and the instructor computers? I think the one that stands out the most is the filter the students run on their computers. Are the instructor and student computers the same except for that instructors don't run the filter? 

Kevin Ellingson
Technical Specialist

If my post resolves your issue, please click the Accept Solution button.
Message 7 of 12
nicholas_hoang
in reply to: kellings

The filter program is installed on student computers, but one of the first tests I did was to remove the filter program from the student computers, and still ended up getting the same connection issue problem. Approaching this from the side of what is different between teacher and student computers, it just occurred to me that I also have a device whitelist for certain file locations on the student computers. Teacher computers do not have this whitelist since they are not trying to run apps from non-app locations such as Desktops and such. It is set to allow everything from the Applications folder and parts of the local Library folder. Does Fusion 360 run sub-apps from hidden locations on Mac computers? 

Message 8 of 12
kellings
in reply to: nicholas_hoang

I've found out more more info regarding your question. 

"%programdata% and %appdat% has the bulk of fusion app resources. these are typically in places non admins can write but if the teacher is locking things down I expect issues."

 

I'm not sure what experimentation you can do. Do you have a computer you could set up as theirs is and try allowing the filter to access more of the file system? 

 

Kevin

Kevin Ellingson
Technical Specialist

If my post resolves your issue, please click the Accept Solution button.
Message 9 of 12
nicholas_hoang
in reply to: kellings

Those locations sound/look to be Windows based. Apple computer file structures usually run most of the App out of the Applications folder, but some things can be run out of the Library and local Library folder. I have looked in both locations to see anything Fusion 360 related and only found files in the local Library from an allowed location. Does Fusion 360 make hidden files/folders upon installation?

Message 10 of 12
dan.banach
in reply to: nicholas_hoang

Hi @nicholas_hoang 

Sorry that your students are seeing this issue. I sent a request to the Engineering team to look into your issue.

We'll keep you posted.

-Dan



Dan Banach
Sr. Technical Manager & Community Manager

If my post resolves your issue, please click the Accept Solution button.
Message 11 of 12
dan.banach
in reply to: nicholas_hoang

Hi @nicholas_hoang 

The Engineering team looked at the log files and here is what they found.

  • A range of network errors / warnings, some examples are
  • This was successful to the same server, but warned of a self-signed cert
  • This is a network connectivity / DNS issue
  • Their network security device is definitely involved (the mentions about self-signed certs and cert verification errors will be coming from it's intervention), so any insights into what they use and what it does might help.
    It also appears there are some problems with their installation, these files are having problems.
    Here are instructions on how to uninstalling and reinstalling Fusion 360.
    • AddIn: Cannot load Dll - Could not load the addin in /Applications/Autodesk Fusion 360.app/Contents/Libraries/Applications/Fusion/NaAnimationUI10.dylib
    • AddIn: Cannot load Dll - Could not load the addin in /Applications/Autodesk Fusion 360.app/Contents/Libraries/Applications/Fusion/NaAnimation10.dylib
    • AddIn: Cannot load Dll - Could not load the addin in /Applications/Autodesk Fusion 360.app/Contents/Libraries/Applications/Fusion/NaSmartObjectUI10.dylib
    • AddIn: Cannot load Dll - Could not load the addin in /Applications/Autodesk Fusion 360.app/Contents/Libraries/Applications/Fusion/NaChronicleUI10.dylib

Hope this information helps.

-Dan



Dan Banach
Sr. Technical Manager & Community Manager

If my post resolves your issue, please click the Accept Solution button.
Message 12 of 12
dan.banach
in reply to: nicholas_hoang

Hi @nicholas_hoang 

Here is a link to an article that gives more information about Server Verification Warning: Unable to validate a security certificate" appears in Fusion 360.

 

Please keep us posted.

-Dan



Dan Banach
Sr. Technical Manager & Community Manager

If my post resolves your issue, please click the Accept Solution button.

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