Fusion 360 not redirecting to browser for sign in

[jgmKZJ5S]

Hi all,

Hope you may be able to shed some light on this, we've just installed Fusion 360 (v. 2.0.16985) on a fleet of 20 DT PC's running Windows 10 22H2. Our student users are currently encountering an issue where they are able to launch Fusion 360 but are then not redirected to a browser to authenticate when clicking the 'sign in' button, leaving them stuck. Their default browser is currently set to MS Edge if this has any bearing on it. Accounts with admin privileges appear to be ok so could be restrictions in place on our part but just thought I'd check if it's a common issue!

Many thanks,

Josh

[RajkumarIlanchelian]

@jgmKZJ5S Can you please confirm if the students as part of the invite got an email and they accepted the link in the email to get their account active? 

Also, can you direct message me a couple of email IDs that I can check at our back end? 

[jgmKZJ5S]

@RajkumarIlanchelian Thanks for the reply, I believe that the students have been enrolled by their DT teachers (I assume they'd have gone through an email invite). I will check that with the teachers and get a couple of addresses you can check. It definitely doesn't seem to be a registration issue though as Fusion just doesn't get far enough for the students to even try to put their details in, making me think it's an issue with the software/security.

I've attached a screen recording of the issue if it helps at all.

[RajkumarIlanchelian]

@jgmKZJ5S Thank you for the video. This one is certainly not an account problem. This looks like that the browser is not auto launching because the proper permissions for Fusion is not given. 

Here is a document that call out all the access needed for Fusion 360 - https://www.autodesk.com/support/technical/article/caas/tsarticles/ts/2GO1P1KDIaLATbYJwgByp6.html

One another thing that will help is on any one of the machines:

1. Go to add remove programs
2. Select Fusion 360
3. Select Modify

This will launch the Fusion service utility

4. Run the "Gather system info"

This will generate two zip files. Please attach the diagnostics logs.zip here

[jgmKZJ5S]

@RajkumarIlanchelian Thanks for the link to the document, I will go through that first thing Monday and check our setup against it. 

Please also see the attached diagnostic files your requested, hope they help!

[RajkumarIlanchelian]

@jgmKZJ5S Thank you for the logs. These are certainly helpful. It looks like there is a single sign on issue that is blocking this. 

What other Autodesk products do you have on these machines? 

[jgmKZJ5S]

@RajkumarIlanchelian No problem at all, we do use SSO so that would make some sense.

We're not actively using any other Autodesk products on these machines at the moment.

[RajkumarIlanchelian]

@jgmKZJ5S For the time being can you uninstall the AdSSO from your machine and see if that helps? 

Once you are going to be using other Autodesk products, there is a good change that you will likely need to update AdSSO to the new one from this article - https://www.autodesk.com/support/technical/article/caas/tsarticles/ts/A785RG35hP8oUR96WrYkn.html

[jgmKZJ5S]

@RajkumarIlanchelian That sounds like a plan, are there any instructions on how you go about removing the AdSSO component?

[RajkumarIlanchelian]

@jgmKZJ5S Go into your add/remove programs and you should see an entry for Autodesk AdSSo that you will be able to uninstall. 

[jgmKZJ5S]

@RajkumarIlanchelian That's quite interesting, I've just attempted this and found that Fusion 360 (and the AdSSO component) aren't appearing in the list of programs in Control Panel. Is this a known issue?

[RajkumarIlanchelian]

@jgmKZJ5S @It’s not a known issue. So I assume you are seeing nothing related to Fusion in add/remove programs? 

[jgmKZJ5S]

@RajkumarIlanchelian That's correct, it doesn't appear in add/remove programs.

[RajkumarIlanchelian]

@jgmKZJ5S IS the install on this machine a lab install? Even then I am supposed that this does not appear in the add/remove program? 

Which time zone are you located in? Would it be possible to see if we can do a screen screen on this machine to see what could be happening ?

[jgmKZJ5S]

@RajkumarIlanchelian It's a package created using the Fusion 360 Admin Installer that gets pushed out with the --quiet and --globalinstall switches. 

I'm in the UK but a screenshare would be great. I'll be available tomorrow from 08:30 to 16:30 (UK time) if that works?

[RajkumarIlanchelian]

@jgmKZJ5S Lets go for 3.30 PM your time. If you direct message me your email ID I can send you an invite. 

[terrence.mitchem]

I'm having the same issue of not redirecting to the web browser for login.  I tried the "run as administrator" things as well as setting a different default browser.  I've attached C:\Users\terre\AppData\Local\Autodesk\Identity Services\Log\idServices.log, and one thing in there jumps out at me:

2023-09-29T20:25:14.843Z [Fusion360:30780, 36660] [IdSDKPlugin INFO] SSO process is not running. Starting it.
2023-09-29T20:25:14.843Z [Fusion360:30780, 36660] [IdSDKPlugin INFO] Launching SSO process with command line: C:\Program Files\Autodesk\AdskIdentityManager\1.10.4.0/AdskIdentityManager.exe --process_name Autodesk.IDSDK.DefaultProcess-v2 --server_name Autodesk.IDSDK.DefaultServer-v2
2023-09-29T20:25:14.856Z [Fusion360:30780, 36660] [IdSDKPlugin ERROR] Failed to launch SSO process C:\Program Files\Autodesk\AdskIdentityManager\1.10.4.0/AdskIdentityManager.exe

When I try to run that executable by hand, I get a fairly weird error:

C:\Program Files\Autodesk\AdskIdentityManager\1.10.4.0>.\AdskIdentityManager.exe
The system cannot find the file C:\Program Files\Autodesk\AdskIdentityManager\1.10.4.0\AdskIdentityManager.exe.

Looks like it's there to me:

C:\Program Files\Autodesk\AdskIdentityManager\1.10.4.0>dir AdskIdentityManager.exe
 Volume in drive C has no label.
 Volume Serial Number is 0262-D0EE

 Directory of C:\Program Files\Autodesk\AdskIdentityManager\1.10.4.0

06/26/2023  11:06 PM         1,320,736 AdskIdentityManager.exe
               1 File(s)      1,320,736 bytes
               0 Dir(s)  1,398,463,193,088 bytes free

Is this another misleading Windows error message?  Permission problem?

I've tried all the suggested fixes, and nothing has worked thus far.

[RajkumarIlanchelian]

@terrence.mitchem Few questions:

1. What are the other Autodesk products on your machine? IF you do not have any other products can you find Autodesk Identity manager in the add/remove programs and remove it and then try it again? 

2. One another issue that we have seen in the past is WebView2. Find this in the add/remove programs and remove it. Load it up again from https://developer.microsoft.com/en-us/microsoft-edge/webview2/#download-section?

Does any one of the above help?

[terrence.mitchem]

The only other Autodesk software on my machine are the Autodesk Identity Manager and the Autodesk Single Sign On Component.  Both have been installed/reinstalled multiple times, with no effect at all.

FYI, while the Autodesk Identify Manager log indicates that it can't start the executable:

2023-09-29T22:37:39.024Z [Fusion360:42544, 36136] [IdSDKPlugin ERROR] Failed to launch SSO process C:\Program Files\Autodesk\AdskIdentityManager\1.10.4.0/AdskIdentityManager.exe

I was able to start it from powershell running as Administrator, so this is likely a permission problem of some sort.  How it got messed up, I have no idea.  I'm not even sure where to start on this.

[RajkumarIlanchelian]

@terrence.mitchem If Fusion is the only product then try this:

1. Uninstall Autodesk Identity manager and Single sign on (Be sure to delete those folders on your machine as well)
2. Go to select Fusion 360 from add/remove program and select modify. 
3. This will launch the Fusion service utility - Run the repair from here

My suspicion is that since it finds the Identity folder Fusion will direct to use that first. So after an uninstall deleting that folder should do it. (At this time atlas I have no idea about what permissions could have changed on the machine )