F360 Sign-In Loop & Hub Has Been Disabled

[friedmja]

Looking for help with signing into Fusion and Fusion Teams. I cannot reach Fusion Teams ("Hub has been disabled") and both the online and Fusion desktop applications sign me right out. Contacting customer support has been fruitless, and I am going on three weeks with this issue. I need Fusion access for my job with the school.

Attached is my full email to support outlining the steps taken and results with screenshots in a zip file. Please review my troubleshooting and let me know what's next.

[kellings]

Hi @friedmja We are looking into this. Can you try one thing please? Can you use incognito mode or in-private mode and then try to sign in to fusion.online.autodesk.com? Do you then get the same result? 

Thanks,

Kevin

[friedmja]

Hi @kellings ,

In Incognito Mode I signed into fusion.online and was redirected to "No team available" (1.png).

I clicked Join a Team and landed on "Hub has been disabled" (2.png).

I then opened my instructor's team invitation in Incognito Mode and landed on "A360 No contracts available" (3.png) 

These are the same results I saw before.

[dan.banach]

Hi @friedmja 

Please try signing into Fusion now. The team saw that you didn't have a default Hub.

Thanks,

-Dan

[friedmja]

Hi @dan.banach ,

Fusion desktop still signs me out immediately. I reset Fusion with the Service Utility and tried again. Still could not sign in.

Fusion online produces the same results as before.

Navigating to Fusion Teams still lands on "Hub has been disabled"

Following my instructor's invitation link, the Team web page constantly refreshes and no content loads (4.png).

[dan.banach]

Hi @friedmja 

Please try the following.

1. In an Incognito window, go to login.autodesk360.com.
2. Sign in.
3. You should be prompted create a team hub.
4. Launch Fusion.

Please keep us posted.

-Dan

[friedmja]

Hi @dan.banach ,

Signed into login.autodesk in Incognito. Here's as far as I got. No prompt to create a team hub. "Hub has been disabled" See 5.png

[dan.banach]

Hi @friedmja 

Thanks for confirming. I past this information to the engineering team.

I'll let you know when I hear back from the team.

Thanks for your patience.

-Dan

[dan.banach]

Hi @friedmja  

I invited you to my Educator's Team - Des 101 Project. Can you please open the invitation email and click Join Team.

The in Fusion's Data Panel you should then be able to Create your own team.

Please let us know if this works for you. The engineering team is working on the root issue.

Thanks,

-Dan

[friedmja]

Hi @dan.banach ,

I was successfully able to join your team and see folders. 

From the top right, I clicked my profile and switched to the CGAM project I have been trying to join. I can switch to the project, but once I navigate into a folder I am told, "You don't have permission to perform this operation" (6.png)

If I switch to the Project Members tab, I see myself at the bottom of the roster with the title, "High School Student"

I am not sure how or why that is there, but that's incorrect. Where can I change my Title?

I can now sign into Fusion desktop & I was able to navigate to the create a team area, although I have not made one. 

[dan.banach]

Hi @friedmja 

Thanks for the update. Can you please try the following.

1. Show Fusion's Data Panel.
2. Click on the Fusion Team Switcher - drop down arrow.

Click on "Create or join a team"

If you're not prompted to create a Fusion Team, do the following.

1. Navigate to login.autodesk360.com.
2. Sign in.
3. You should be prompted create a team hub.
4. Close and restart Fusion.

Keep us posted.

-Dan

[friedmja]

Hi @dan.banach ,

I followed the process in Fusion to create my team (7.png) & received an email confirmation as well. When I follow the email link to my Team folder online, here's what I see: 8.png

The team I just created does not show up in my list of teams in the Team Switcher drop-down within Fusion.

[dan.banach]

Hi @friedmja 

Looks like we are getting close. In the Data Panel, click on the Refresh icon and see if your Team shows up in the list.

If not, sign out and back into Fusion. This should cause your list of Teams to be reloaded.

Keep us posted,

-Dan

[friedmja]

Hi @dan.banach 

I clicked refresh, the team did not appear

I signed out & back in to Fusion, the team did not appear

I signed out again, restarted the program, and signed back in and my team still did not appear

If I click create/join team, it gives me the option to create another new team

[dan.banach]

Hi @friedmja 

I'm going to send you a Private Message.

-Dan

[dan.banach]

Hi @friedmja 

To help us determine the root cause, can you please post Fusion's log files from your computer?

1. Start Fusion.
2. On the top-right corner of the screen, click on the ? Icon > Support and Diagnostics > Diagnostic Log Files
3. In the Diagnostic Log Files dialog click Open File Location
4. Post the zip file" Fusion360DiagnosticLogs.zip"

Thanks for your help.

-Dan

[friedmja]

Hi @dan.banach ,

Here are the diagnostic logs.

[dan.banach]

Hi @friedmja 

Quick update. The engineering team is working on your issue. They found that Fusion is associated with your school and an outlook email address. They will be removing Fusion from the Outlook email address. Can you confirm that this was the old email that you used?

Thanks,

-Dan

[friedmja]

Hi @dan.banach,

Correct. Outlook email was my old account, you can remove Fusion from it. 

Thanks

[dan.banach]

Hi @friedmja 

The engineering team made a change to your account. Can you please try to make your instructor's Team/Hub  active?

If you don't see the Team in your list, please ask your instructor to re-invite you.

Please keep us posted, and thanks for your patience as we worked on your issue.

-Dan