FEA simulation will not progress, cannot cancel

[mlatcha]

I started a very simple linear, static FEA simulation in Fusion 2 days ago.  Similar jobs have taken around 5 minutes to solve and return results, but this was during the latest AWS debacle (which I was unaware of at the time).  The job is stuck, either at 9% or 52%, there doesn't seem to any pattern of where it is, but bounces back and forth between these two numbers.  I have tried to cancel the job many, many times, always getting a message that the cancel failed and to try again.  I have tried multiple times to clear the cache (a suggestion from the AI chat), have even uninstalled/reinstalled Fusion.  And it's still there, stuck.  I cannot ignore it, nor can I submit another FEA until this one is somehow resolved.  Whenever that might be.

How can I either get this this job to finish or cancel this job and get on with my work, and move on with my life?

Help?

[henderh]

Hi @mlatcha,

The job(s) submitted during the outage may be in an inconsistent state on our back-end.

Would it be possible to send us the Fusion Diagnostic Log Files? We can then engage the back-end folks to clear the stuck jobs.

1. With Fusion open > Help pull-down > Support and Diagnostics > Diagnostic Log Files
2. A zip file will be created called FusionDiagnosticLogs.zip
3.  Email the file to [email protected]

We apologize for the inconvenience this is causing.

Sincerely,

[henderh]

Hi @mlatcha,

We've remediated the 'tangled wires' earlier this week. However, if you're still experiencing what appears to be a stuck job sent on Monday, October 20th please try the following:

1. Update to the latest Fusion client
   • Older clients were more susceptible to fallout from outage
2. In the simulation browser > Right-click on the stuck study > Clone study
3. Right-click on the stuck study browser node > Delete
4. Send the clone to re-solve

I sincerely apologize on behalf of the Simulation Engineering team for the inconvenience this has caused. Please let us know if you're still having issues.

Best regards,

-Hugh

[mlatcha · Accepted solution]

On Oct 23 I was able to reach out and connect to Customer Support.  Gabriele was very helpful, and spent the better part of an hour trying various ways to get around this issue.  We finally deleted the model within Simulation, which seemed to cancel the existing, stuck analysis, which did not respond to any other attempt to cancel or abandon.  She then patiently waited on the line as I quickly rebuilt the model and submitted a new simulation, which completed in a minute or two.  Massive kudos to Gabriele!