Can't go online after updating to latest version (V.2.0.16009) on Mac

[lsi8PXFWR]

For the past few days Fusion has been launching in offline mode and when I try to switch to online mode I get a "Going online..." message which never is successful...

As you can see in the screenshot above, the Autodesk Health Dashboard shows that the servers are up and there is no scheduled maintenance. I also get these messages all the time...

I haven't been able to work on my research projects because of this. Please help me get this fixed.

[RajkumarIlanchelian]

@lsi8PXFWR Here is one thing that will likely help:

1. Close Fusion 360
2. Go to ;launchpad and launch Fusion 360 service utility
3. Do a repair of Fusion 360 and this should get you back 

We have had a few customers that got into this situation and the repair or a complete uninstall/reintall has helped. 

If that does not help, launch the service utility again and then run the gather system information and please attach the dilsgnosticlogs.zip file that it generates. 

[lsi8PXFWR]

@RajkumarIlanchelian I tried to repair as you instructed and it didn't help. I also tried restarting my computer and repairing but it still didn't help. I ran the "Gather System Info" but this forum doesn't allow uploading of zip files. How do I share the files with you?

[lsi8PXFWR]

I uninstalled and reinstalled afterwards and this fixed the issue for a day until I restarted my computer. It is broken again now. I think that the way that Fusion 360 is caching my user data is probably to blame. I remember having an issue similar to this over a year ago and someone told me to delete or modify a Fusion 360 user file to fix it. Their solution worked for me until a recent update. However, for some reason I can’t find any record of my interaction with that person. Hopefully I’ve given enough information that someone knows how to help me now? I’ve gone almost a month now without any CAD access.

[RajkumarIlanchelian]

@lsi8PXFWR Sorry for the late reply. You can attach the zip file (diagnostic logs.zip) and send it to me at raj.kumar.ilanchelian@autodesk.com

If the repair did not help and you are still offline,. it's possible that we are not able to get connected to some of the networks needed. The logs will help but if possible do a reset of your router and see if that helps. 

[lsi8PXFWR]

I’ll email you the requested zip folder later today when I have access to my computer.

Also I can’t reset the router as I’m on campus internet. I don’t think a router config is the issue though, because my labmate’s MacBook is successfully running Fusion 360 right now.

[lsi8PXFWR]

@RajkumarIlanchelian I just emailed you the requested zip file. Let me know what it tells you please.

[RajkumarIlanchelian]

@lsi8PXFWR Thank you. Got your files. Checking now. 

[RajkumarIlanchelian]

@lsi8PXFWR The logs shows that the credential cache is missing. So here is what we can do and this should fix the issue.

1. Close Fusion 360
2. Go to launch pad - launch Fusion 360 service utility - run the "Reset Fusion 360"
3. Go to Finder - Click on Go - Now click on Option - you should see a library option come up - click on Library
4. Go to Application Support - Autodesk - Delete two folders

Identity services
Web services 

5. Now start Fusion 360 again and login 

Does this address your issue? 

[lsi8PXFWR]

@RajkumarIlanchelian I ran the Reset Fusion 360 service utility without keeping offline user data or credentials, but I only see the Identity Services folder in the specified directory; there is no Web Services folder...

Do you think it will be enough to just delete the one folder?

[RajkumarIlanchelian]

@lsi8PXFWR 

Do you think it will be enough to just delete the one folder?

Yes - please delete this one folder. 

[lsi8PXFWR]

@RajkumarIlanchelian I don't think it was enough to just delete the one folder. Now Fusion 360 will not launch at all. Was I supposed to restart my computer before launching?

[RajkumarIlanchelian]

@lsi8PXFWR Restart is not necessary. When you say you cannot launch as in nothing happens or does it error out? Also I see that you have AutoCAD 202o on that machine (per the folder snapshot you attached0. Are there any other Autodesk products that you are logged on currently? If so can you sign out and then try to launch Fusion 360?

[lsi8PXFWR]

@RajkumarIlanchelian It was just freezing at the launch screen. I restarted my computer and attempted to launch the software again; it gave me the crash report which I've attached to this message.

I tried launching one more time and it worked. I closed out and relaunched and it worked. I restarted my computer and tried launching twice more and it worked both times. I think that fixed the issue for now. I think I now recall solving this issue the same way almost a year ago but the customer support person told me that it would just be a temporary work-around until the next update provided a permanent fix. I guess that update never came?

[RajkumarIlanchelian · Accepted solution]

@lsi8PXFWR We have certainly fixed problems like this in the past. I am glad that this is working but on the next update would like to know your experience and dig deeper if this is not working again. 

[lsi8PXFWR]

It is back to the same issue. I don't want to have to do this fix every other day. Can you help me identify a more permanent solution please?

[RajkumarIlanchelian]

@lsi8PXFWR @Can we start with what other Autodesk products you use daily? I just want to make sure if the single sign on is not the issue here. 

[lsi8PXFWR]

I do not have any other Autodesk software installed. I was fine for a while until a few days ago when this exact issue came back. I've been dealing with this bug off and on since December 2022.

I am trying to finish my thesis project in the next few months and can't be dealing with perpetual issues like this.

Is there a way I can get one-on-one focused support from Autodesk? Who should I contact?

[RajkumarIlanchelian]

@lsi8PXFWR Are you currently not able to launch Fusion? If so would you be able to provide the current log files? 

[lsi8PXFWR]

I am able to launch it but it wouldn't go online or let me sign out (same as before in this thread). I applied the same fix you suggested several months ago and was able to get back in but, due to the Fusion 360 Reset, I'm currently waiting on all my files to load so I can work on them... It is taking more than a hour.