Fusion 360 crashes when trying to save renderings

[felipeherr]

Hi All,

I am having a hard time trying to save renderings (generated in the cloud or locally). Every time I try doing so Fusion 360 crashes and the program has to be reinitiated but I cannot save the renderings to my laptop. Bear in mind the renderings do appear on the bottom Rendering Gallery. So I do not think it is a problem there.

Also, it does not seem to be an issue with a specific 3D model/file as I have tried the same procedure with different files. I have checked for not supported characters in the components and it all looks ok.

Any tips on how to solve the issue?

Thanks,
Felipe

[felipeherr]

In addition to the latter, now I am getting the error message when trying to solve - for all types of output file:

"Alert! An error occurred while downloading this image. The server may be busy. Please try again later."

[paul.clauss]

Hi @felipeherr

Thanks for posting! I had a look at your crash reports (associated with the email used in your forum account) and did not see any reports - have you been given the option to submit crash reports when Fusion is crashing?

At what exact time is Fusion crashing? If you could create a screencast illustrating the crash, it may be helpful for us when troubleshooting. 

It sounds like this could be a permissions related issue on your system - does the issue continue occurring if you right click Fusion and select "Run as Administrator" when launching the program? Does the issue occur after a clean uninstall and reinstall of Fusion 360? 

I also wonder if your logs may give any input on this issue. Please gather your diagnostic log files using this procedure and attach them to this forum thread - I am happy to have a look.

[felipeherr]

Hi @paul.clauss

Thank you for the reply.

I have just sent over the crash report to Fusion 360/Autodesk. The number is CER_168060347. As you suggested, I have tried the "Run as administrator" but the same issue happens. Next, I will try the clean uninstall you have mentioned and update you.

Felipe

[paul.clauss]

Hi @felipeherr

Thanks for the response! I had a look at the crash report but am still unsure of the root cause of this behavior - I will pass the report along to our development team and provide more information as soon as possible. Please let me know if the clean uninstall allows you to work around this issue - we appreciate you bringing this to our attention.

There were some mentions of graphics in the crash - are you certain you are using the most recent drivers available for your system? Please update if necessary.

[felipeherr]

Hi @paul.clauss

I have done the clean uninstall/install but the issue still persists. It is not crashing anymore but I get the error message previously stated - for all four photo extensions (with and w/o transparency) PNG, JPEG, TIFF, and EXR.
The diagnostic files were saved before and after the clean uninstall. If this is of interest, it can be sent over to your email. Please let me know.

As you see I am running macOS High Sierra 10.13.4 with the latest updates. Is there anything I could do/look to check the graphics?

Lastly, I tried the "Limit effects to optimize performance" from the Graphics diagnostic but no luck with that either.

Thank you for your assistance.
Felipe

[paul.clauss]

Hi @felipeherr

Thanks for the response. I'm glad to hear the crash is no longer occurring.

To investigate the error message further, I would like to have a look at your logs. You can attach the ZIP file to this forum thread - when you use the "Diagnostic Log Files" tool, the logs are truncated to not include any sensitive information.

With the integrated graphics on the Mac, I don't believe there is anything we can do apart from ensuring you are on the most recent version of Mac OS (which you are).

I look forward to threading from you! Please let me know if you have any questions.

[felipeherr]

Hi @paul.clauss

Here are the ZIP files from before the uninstall (when the crash + error message were still happening) and after the uninstall/install (no more crash but still getting the error message).

Thanks for the help in trying to solve the issue.

Felipe

[paul.clauss]

Hi @felipeherr

Thanks for attaching the logs! I had a look and was unable to determine the cause of the error message you are receiving, but I have passed the logs along to our rendering team for further investigation. I'll keep you updated with any new information I have to share on this.

While we look into this problem, are the rendering shown in the "Overview" page for the design in a web browser at myhub.autodesk360.com? Viewing the renders here may allow you to access them while this issue is researched.

I'd also be curious to see exactly when the error message is popping up - would you mind recording and posting a screencast illustrating the workflow you are using?

I hope this helps! Please let me know if you have any questions.

[felipeherr]

Hi @paul.clauss

I have checked the Overview page and it only shows the renders done in-canvas not the cloud renders.

The screencast is as follows. If you need more information please let me know.

Thank you for the support.

Felipe

[paul.clauss]

Hi @felipeherr

Thanks for the video! The development team is discussing this issue and I will pass this thread along to them for investigation. I'll keep you updated with any new information here.

[felipeherr]

Thank you @paul.clauss

I will wait for your reply with more information.

Thanks,

Felipe

[felipeherr]

Hi @paul.clauss

I do not know if it is of any use for you but I attempted a complete macOS reinstall - including formatting the drive - but the problem still persists.

Thanks,
Felipe

[Anonymous]

Hello, 

I'm having exactly the same issue. I think that start happening after last update. Running Mac Os 10.13.4 (17E199)

[paul.clauss]

Hi @Anonymous

Thanks for posting! I believe this issue should be resolved - can you download a render after restarting your computer?

[Anonymous]

No, i have to render all again (now in the cloud) to get the files on the
browser

[paul.clauss]

Hi All!

Thanks for reaching out and sharing your workaround! Our development team has proposed another fix that I will post here for all to try - please let me know if it works for you.

1. Go to [WINDOWS] <user>\AppData\Local\Autodesk\webdeploy\production\<latest fusion version>\Neutron\Server\BatchRender\Resources\vx360.webcomponents\scripts or [MAC]/Users/<username>/Library/Application Support/Autodesk/webdeploy/production/<latestFusionversion>/Libraries/Neutron/Neutron/Server/BatchRender/Resources/vx360.webcomponents/scripts
2. there are two files vx360.webcomponents.js, vx360.webcomponents.lib.js.
3. backup these files elsewhere on your computer
4. Replace them with the files shared below: vx360.webcomponents.js, vx360.webcomponents.lib.js
5. Go to [WINDOWS] <user>\AppData\Local\Autodesk\webdeploy\production\<latest fusion version>\Neutron\Server\BatchRender\Resources\vx360.webcomponents\css or [MAC]

   /Users/<username>//Library/Application Support/Autodesk/webdeploy/production/<latestFusionversion>/Libraries/Neutron/Neutron/Server/BatchRender/Resources/vx360.webcomponents/css

6. there are two files vx360.webcomponents.css, vx360.webcomponents.lib.css.

7. backup these files elsewhere on your computer

8. Replace them with the files shared below: vx360.webcomponents.css, vx360.webcomponents.lib.css

The files are shared at this link.

Please let me know how this goes.

[felipeherr]

Hi @paul.clauss

I have managed to perform the instruction with success and place the new files in the respective folders. Unfortunately, the problem persists but there are no Alert messages anymore. I try to save the image after the cloud rendering is complete but nothing happens.

Should I replace back the old files?

Thanks,
Felipe

[paul.clauss]

Hi @felipeherr

Thanks for the response - I'll reach out to development and we will continue investigating. I apologize for any inconveniences this has caused.

[felipeherr]

Hi @paul.clauss

Thanks for the response. That is fine, we are moving towards the solution. 

I appreciate the help.

Felipe