Freezing after update

[Critter_Carla]

Hi all,

When I'm drawing something, it regularly happens I have Fusion do something that asks too much from my computer making it calculate endlessly. When that happens, usually I do a ctrl-alt-del to close Fusion and restart it again.

That never has been a problem, until yesterday's update.

Now when Fusion was not closed properly, it will not start again. It tries to start, login, load things.. then I get the spinning wheel forever.  Restarting my computer does not help. The only thing that works is removing Fusion and installing it again.

I had to do that 3x already today.

Please note that I am not some technical expert, so digging deep in my registry is not something I am particularly fond of. 

Any ideas?

[karina.harper]

Hi @Critter_Carla 

Can you collect and share diagnostic log files? 

Thanks,

Karina

[Critter_Carla]

Well, no, that is not possible. When the problem occurs at startup, freezing at some point you don't get to the stage you can click the question mark. As we speek the wheel is spinning and spinning on startup and I get a "not responding".

Only solution is to remove the program and re-install, which makes the log file empty again.

[Critter_Carla]

[karina.harper]

@Critter_Carla 

Ok - a couple other ways you could gather the needed logs:

• "gather system info" from the service utility
• manually collect log files - if you can barely launch, we should look at the installation and application log files.

In the meantime though, please try the solutions in this article. 

Karina

[Critter_Carla]

I just had this popping up when I tried to start Fusion

[karina.harper]

@Critter_Carla 

That error may be graphics card related: https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Resolving-Cx-Freez...

Karina

[Critter_Carla]

Soo, My brother took over my pc by remote control and did some test. Unfortunately he could not fix the problem. He did update my graphic card driver, an NVIDIA 1030 with 2GB memory.

It looks like something is going wrong with  closing the program. I keep getting that error as shown before and it will not open again properly after that. (hangs)

Not sure why it shows d:\jenkins while everything is installed on my c drive. 

He added the diagnostic file, I hope this helps.

[karina.harper]

Thanks @Critter_Carla 

A couple of things to try based on your log - 

1. Explicitly allow Fusion and Fusion endpoints through your firewall (Windows defender and any other antivirus software you have installed on your machine) - https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Configuring-anti-v... 

2. And proxy if you use it - https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/How-to-modify-prox...
3. There are some errors about DNS resolution in your applogs. Likely the firewall/proxy changes will fix this, but if there is a generic problem with your DNS, you could try changing it: https://syncromsp.com/blog/how-to-change-a-dns-server-a-step-by-step-guide/

4. Once that is done, Manually uninstall / reinstall Fusion - when you do the manual uninstall, in particular you want to make sure the webdeploy folder is removed completely. I think the error you're seeing 'no module named: adsk' means that the adsk module in that folder is missing or incomplete. So hopefully deleting it and writing a new one (particularly with improved permissions) will help.

If Fusion still fails to launch after that, please collect logs again and let me know.

btw, I think the "D:\" doesn't have to do with your local machine path, that is part of the streamer filepaths.

Cheers,

Karina

[Critter_Carla]

I completely disabled my firewall/anti-virus, that did not fix the problem. 

I am not using proxy.

I already uninstalled/deleted/installed again 😞

[rich]

I'm also seeing this on my Windows machine. A workaround for me is to clear user credentials via the Fusion Service Utility -> Reset fusion (ensure "Keep user credential" is unchecked).

[karina.harper]

@Critter_Carla 

Sorry for the delay on this - if you're still seeing the issue, when you try opening Fusion and it fails can you try going to this URL in a browser: https://js.prd.fusionapi.autodesk.com/hds/fusion360.json

That is one of the URLs that is failing to connect. Based on the error in your logs, your network is blocking that call. You should see an error when accessing that URL in the browser (from a firewall, or your network provider maybe). 

Additionally, try accessing a different network (like a hotspot) and see if Fusion will launch.

Cheers,

Karina

[karina.harper · Accepted solution]

Hey @Critter_Carla 

We have continued to investigate this internally and others have reported similar behavior. Our team found that this issue is specific to dual core, 2 thread CPUs. Fusion is able to make it through an initial launch, but after the cache is written, subsequent launches don't complete. 

If this matches up with your machine specs, we are looking into getting a fix out soon. But be aware that 2 threads doesn't meet our system requirements, and you might consider upgrading your machine if you want to continue using Fusion. 

Cheers,

Karina

[rich]

Yeah, I kind'a figured that was the issue for me.  My machine is a two core, two thread "beast." 

[Critter_Carla]

Yeah, that is exactly what I did. I was able to upgrade my machine and my problem is solved now.

It's annoying though, if something is working and stops working after an update. If only updates were optional...

[karina.harper]

Hi @Critter_Carla @rich 

We just released an update today that includes a fix for this issue. If you're still using the machine where this was an issue:

• If you are able to launch Fusion once, you should be able to consume the update.
• If you can't launch Fusion, you can run Repair from the service utility and that will download the latest update.
• Otherwise you can uninstall (from the service utility or manually)/reinstall Fusion completely to download the latest version.

Cheers,

Karina