Autodesk Identify Manager Error Report

[bissotjade]

Hello there,

For two (02) days, I kept receiving this notification when I opened the software or while I was using the software! 
Can anyone help to solve the issue of this notification?

Thank you!!

[RajkumarIlanchelian]

@bissotjade 

1. Do you have any other Autodesk software on this machine ? 
2. IF you go into your add/remove programs and delete the Autodesk Identity manager app and now restart Fusion does that help? 

If you do have other Autodesk products let's look at other ways to solve this for you. 

[bissotjade]

1. Yes, I do!
I have been a F360 user for almost 5 years now!
My monthly subscription expired a week ago, so I am using my personal use version! 

2. Let me try it!!! @RajkumarIlanchelian 

[bissotjade]

2. The Software is not found on the computer! Any other solution? I have an assistant in the office who is also complaining about the same notifications! 

[RajkumarIlanchelian]

@bissotjade 

1. When you submit the crash error report to Autodesk can you post the report ID
2. Also, if you remove, the Screencast (and restart your machine) does that help? I know there were a few customers having issues with Fusion and screencast together. 

3. If none helps, can you go into add/remove programs - select Fusion - select MODIFY (this will launch the Fusion service utility) and run the gather system info? 

This will generate two zip files. Attach the diagnostics logs.zip here please. 

[bissotjade]

Hello @RajkumarIlanchelian 

Sorry for the delay:
1. This is the report code ID: 725721079
2. I haven't uninstalled Screencast, (I have been using the software for years on this computer with Screencast without any problem, my collaborator at the office doesn't have Screencast on his computer but received the same error report! )
3. I uploaded the Diagnostic files
4. We recently changed our internet provider, we used Fusion 360, but I think it is after the second day, that we started receiving this notification error, since we are connected to the same Wi-Fi network, can it be the cause?

[RajkumarIlanchelian]

@bissotjade Thank you for the logs. I am still surprised that the Autodesk Identity manager is not showing up on the add/remove programs. This is where it is crashing. 

1. I assume you are ablate use Fusion but this crash UI keeps appears every now and then? 

2. Can you go to this page and install the Autodesk Identity manager and restart your machine and now launch Fusion ? 

[bissotjade]

1. Yes, it is still appearing and the software is not sometimes able to go online
2. I don't see the page you are directing to

[RajkumarIlanchelian]

@bissotjade My apologies. Here is the link - https://www.autodesk.com/support/technical/article/caas/tsarticles/ts/7zbgTemIhA3ltRs4eACL0g.html

[bissotjade]

Hello @Anonymous;
I am sorry but after installing the software, I keep receiving the notification, and the software cannot load! I even uninstall the Screen recorder

[bissotjade]

Hello @RajkumarIlanchelian 

Any updates, it is very annoying because, the software won't connect online!!! 

[RajkumarIlanchelian]

@bissotjade Still not sure what could be happening but can I request you try this? 

On this machine create a new user profile and install Fusion. I want to believe this will work correctly. We just need to identify what other product on that user profile is interfering to cause this issue. 

[bissotjade]

Hello @RajkumarIlanchelian 

I hope you are doing well!

I have some good news and some bad news!

1. I found the problem: Since we changed the internet service provided, the software started behaving as such for all of us in the office! We tried with another internet provider, eureka, but we don't receive the notification anymore! But:

2. We have paid subscriptions already with our current internet provider, so we can't switch for now! So do you have any idea how we can solve this problem? I am not that good at networking but may be a kind of issue with proxy, certificate, etc...

[bissotjade]

Hello @RajkumarIlanchelian 

I hope you are doing well!

I have some good news and some bad news!

1. I found the problem: Since we changed the internet service provided, the software started behaving as such for all of us in the office! We tried with another internet provider, eureka, but we don't receive the notification anymore! But:

2. We have paid subscriptions already with our current internet provider, so we can't switch for now! So do you have any idea how we can solve this problem? I am not that good at networking but may be a kind of issue with proxy, certificate, etc...

[RajkumarIlanchelian]

@bissotjade 

It seems like adding this program to the allowed list on the network side is certainly the option. I am not familiar with what options the provider has but it would be good to consult with them to see how you can add this to the allowed list to the provider settings/preference. 

[bissotjade]

Okay, I see, 
So there is nothing we can do from Autodesk's Side?
I will then try to reach the internet provider if we can have a solution!!  But I don't even know where to start, because it is not like the link on which the company can add! Or sort of Url!!!