Fail to initialise after install (MAC)

[Aitilis]

Dear Community,

I am experiencing significant issues with Autodesk Fusion on my MacBook Pro (M1, 8 GB RAM) running macOS 14.6.1. Below, I have detailed the problems I'm encountering along with the troubleshooting steps I have already taken to try and resolve the issue.

Issue Description:

1. Installation and Launch Problems:

   • I successfully installed Fusion 360, but when attempting to launch the application, it becomes " Not Responding"  while the initialising progress bar is midway and fails to fully load.
   • During the installation process, there were multiple warnings and errors related to file permissions and the inability to extract or remove certain files which where solved using Terminal commands. It is now correctly installed.

2. Excessive Memory Usage:

   • Upon launching Fusion 360, the application quickly consumes an enormous amount of memory (upwards of 40 GB), which far exceeds the available physical RAM on my system. This leads to a "Your system has run out of application memory" warning, forcing me to quit applications, including Fusion 360, to free up resources.
   • This also even happend when running the "GATHER SYSTEM INFO" from Fusion´s Service Utility menu, and thus cannot create a zip file with all documents due to crashing.

3. System Performance Degradation:

   • The application’s behavior causes the entire system to slow down, and Fusion 360 appears as "Not Responding" in Activity Monitor. Even when other applications are closed to free up memory, Fusion 360 still fails to launch properly.

Steps Taken to Troubleshoot:

1. Reinstallation:

   • I have uninstalled and reinstalled Fusion 360 multiple times, ensuring that I remove all associated files and caches before reinstalling.

2. Permissions and Ownership:

   • I verified and corrected the permissions on the directories involved using chmod and chown commands to ensure that my user account has full access to the necessary files.

3. Running with Rosetta:

   • I made sure to enable the "Open using Rosetta" option to ensure compatibility with my M1 Mac.

4. Safe Mode Launch:

   • I attempted to launch Fusion 360 in macOS Safe Mode to eliminate potential conflicts from third-party applications and services, but the problem persisted.

5. Console Logs and Activity Monitor:

   • I monitored the Console logs during the launch attempts and noticed the following recurring message: Ignoring memory limit update because this process is not memory-managed.
   • Activity Monitor consistently shows excessive memory usage by Fusion 360, which leads to the system running out of available memory.

6. System Updates and Rosetta 2:

   • My macOS and Rosetta 2 are fully updated to the latest versions available. I also ensured that the system is not under heavy load from other processes when attempting to launch Fusion 360.

Request for Assistance:

Given the steps I have already taken, I am still unable to get Fusion 360 to run properly on my Mac. The excessive memory usage and the application's inability to launch are major roadblocks for me.

I would appreciate any guidance or solutions you can offer, such as potential patches, configurations, or advanced troubleshooting steps that might resolve these issues. If this is a known issue with M1 Macs or macOS 14.6.1, please let me know if there are any specific updates or workarounds I should be aware of.

Thank you for your support.

All Logs and a few screenshots have been attached.

Best regards,
Ger.

[RajkumarIlanchelian]

@Aitilis Thank you for the great details that you have provided here. Let's start with a couple of things to try out and see which direction this goes. 

1. Make sure your system clock is set correctly. This sometimes leads to launch problems

2. Are you connected to multiple monitors? If so can you disconnect them and see if Fusion launches correctly? 

3. Regarding the log files here is a link that calls out on how to collect them manually and attach - https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/How-to-manually-co...

[Aitilis]

*Hi RajkumarIlanchelian,*

Thank you for the prompt response and the suggestions. Here are the details
regarding your recommendations:

1.

*System Clock:*
- I’ve double-checked my system clock, and it’s set correctly,
synchronized with Apple's time server.
2.

*Multiple Monitors:*
- I’m not currently connected to any monitors or any peripheral at all.
Fusion fails to initialize even when nothing is connected on my
MacBook Pro.
3.

*Log Files:*
- I’ve partially collected the requested log files as per the
instructions in the link you provided. Please find them attached for your
review.
- Installation Log files:
macOS: Macintosh
HD>Users>(username)>Library>Logs>autodesk.webdeploy.streamer.log
*ATTATCHED*
Application Log Files
Macintosh HD>Users>(username)>Library>Application
Support>Autodesk>Autodesk Fusion 360>(Alphanumeric Folder)>logs *NOT
FOUND (Alphanumeric Folder not found in this path)*
Macintosh HD>Users>(username)>Library>Application
Support>Autodesk>Autodesk Fusion 360>logs *ATTATCHED*
Service Log Files
macOS: ~/Library/Application Support/Autodesk/Identity
Services/Log/IdServices.log *NOT FOUND ("Identity Services" Folder
not found in this path)*
- Additionally, after searching for these missing Log Files via
TERMINAL, they are definitelly not there.


Thank you for your continued support. Please let me know if there are any
further steps I should take or if the log files provide any additional
insights.

*Best regards,*
German
[image: Screenshot 2024-08-19 at 16.35.27.png]

germanandresnavarrobetancourt@GermyPro2021 ~ % date


Mon Aug 19 16:34:10 CEST 2024

germanandresnavarrobetancourt@GermyPro2021 ~ %

[Aitilis]

Hi RajkumarIlanchelian, Brief reply message jsut to confirm you have received my extended reply. I did replied, attaching the files but after rechecking the thread, my reply os gone. Thanks.

[RajkumarIlanchelian]

@Aitilis I have not seen any replies to this thread with files attached. 

[Aitilis]

Hi RajkumarIlanchelian,

Thank you for the prompt response and the suggestions. Here are the details regarding your recommendations:

1 System Clock:

◦I’ve double-checked my system clock, and it’s set correctly, synchronized with Apple's time server.

2 Multiple Monitors:

◦I’m not currently connected to any monitors or any peripheral at all. Fusion fails to initialize even when nothing is connected on my MacBook Pro.

3 Log Files:

◦I’ve partially collected the requested log files as per the instructions in the link you provided. Please find them attached for your review.

◦Installation Log files:
macOS: Macintosh HD>Users>(username)>Library>Logs>autodesk.webdeploy.streamer.log ATTATCHED
Application Log Files
Macintosh HD>Users>(username)>Library>Application Support>Autodesk>Autodesk Fusion 360>(Alphanumeric Folder)>logs  NOT FOUND (Alphanumeric Folder not found in this path)
Macintosh HD>Users>(username)>Library>Application Support>Autodesk>Autodesk Fusion 360>logs  ATTATCHED
Service Log Files
macOS: ~/Library/Application Support/Autodesk/Identity Services/Log/IdServices.log NOT FOUND ("Identity Services" Folder not found in this path)

◦Additionally, after searching for these missing Log Files via TERMINAL, they are definitelly not there.
 

Thank you for your continued. Please let me know if there are any further steps I should take or if the log files provide any additional insights.

Best regards,
Ger

[Aitilis]

Im attaching the file in this message. thanks.

[RajkumarIlanchelian]

@Aitilis Thanks for the logs. Here are a few things we are going to try and see what direction the results directs us to. 

1. Make sure that Fusion is not running in Activity monitor
2. Make sure that adexmtsv is not running in activity monitor (close it if it is)
3. Restart your machine (important)
4. Go to Launchpad - Run uninstall Fusion 
5. Now go to Finder - Go 0 Go to Folder - type this exact thing -    ~/Library/Application Support/
6. Delete the Autodesk folder in there
7. If you created a shortcut for launch Fusion, please delete that as well
8. Now please install Fusion again 

Let me know what you see. 

If the same problem continues, at this point would certainly like log files again. 

If the above is not working here is one more test to figure something out;

1. Quickly create a new user account on the Mac
2. install Fusion on this user account
3. Does it successfully launch? 

[Aitilis]

Hi,

thanks again, followed your first proposal once more and nothing different happened as from previous attempts. It doesnt initialize for the first time and eventually after 1h, i Force quit the app.

Attaching log files.

On the other hand, i did created a new user and ran the intaller there and managed to get it running and logged in. 

Checked the amount of folders within "Autodesk" folder in Library on the new account just to compare if there was any difference, and there are way more than in my regular account.

Hopefully this might give you an idea of what might be happening to my regular User account. 

Thanks a lot for following up.

Ger.

[Aitilis]

Sorry, the Updated log files are these ones.

Thanks.

Ger.

[RajkumarIlanchelian]

@Aitilis thank you for the new logs and good to know that a new user account is working. This now has narrowed it to the user account that is causing the issue. 

1. If possible send me an image of the extra files on the other user that you are not seeing in the original user
2. Own the original user account check for firewall and permissions issues on the macOS settings. 

I am going to look at the logs to see if it shows any other information. 

[Aitilis]

Hi Rajkumar,

Thank you for the follow-up. I’ve compared the Autodesk folders between the original and new user accounts and noticed a significant difference in the number of files and folders.

Attached are the images showing the contents of the Autodesk folder from both accounts.

Additionally, I’ve checked the firewall settings and ensured that Fusion 360 has the necessary permissions on my original user account. However, the issue persists.

Please let me know if there’s anything else I should check, or if the logs and screenshots provide further insights.

Thanks again for your continued support.

Thanks,
Ger

[RajkumarIlanchelian]

@Aitilis Thanks for the folder images. This is normal since you have not yet logged into Fusion on the original account meaning , once Fusion completely launches those folders will be available on this account too. 

Here is the next step to dig deeper into what is happening here:

1. Launch Fusion and when it is hanging go to Activity monitor and select Fusion and can you please collect the sample from activity monitor and post? 

The logs are not reaching far enough for us to get good information on the failure and hence we will go to the macOS samples in this case. 

[Aitilis]

Hi Rajkumar,

I’ve followed your instructions and collected a sample of the Fusion process from Activity Monitor while the application was hanging (As seen in pic, it just "hangs" mid way through the initialization bar). Please find the sample report attached.

The application was hanging for approximately 1 minute before I took the sample.

Let me know if you need any further information or if there are additional steps I should take.

Best regards,
Ger

[RajkumarIlanchelian]

@Aitilis Thank you for the sample. Checking with our engineering team now. 

[RajkumarIlanchelian]

@Aitilis It seems like something is wrong with the materials library on this machine. Can we please recheck that when Fusion is in the hung state does activity monitor show a process name "adexmtsv"?

[Aitilis]

Hi Rajkumar,

Thanks for following up. Definitely "adexmtsv" process is not running upon hangup. 

Please see attached Video and file.

Thanks.

Ger.

[RajkumarIlanchelian]

@Aitilis hmmmm. Ok. So let's close Fusion, go to the folder location and you will see under Autodesk a common folder. Under here do you see a Material folder? If so what are the content in that older or rather how large is that folder? Can you back that folder up (and then delete it) and now restart Fusion?

[Aitilis]

Thanks, ill follow your recommendation no... In the meantime Fusion was "running" in hang for a very loooong time, until it crashed and "Fusion Quit unexpectedly" window appeared.

If its useful, ive copy the crash report in this text file.

Will reply soon on the pending test.

Thanks

Ger.

[Aitilis]

Hi,

Moving on... Yes, i found the  folder and you will find attached an image of its content and weight (172 MB). 

I also backed up and erased "Material Library folder" and restarted the app:

1. Hung up in the same spot, Activity Monitor immediately reported Not responding.

2. Checked the Common folder afterwards and its still empty, did not regenerate " Material Library" after restarting the app.

Awaiting further insights.

Thanks.

Ger.