Fusion constantly crashing on start-up

[mark.johnsonAN52R]

Fusion is constantly crashing for me on startup when using a particular email address, my other email address works fine.

I have repaired, reset and reinstalled maybe 50 times to no avail. I am going mad!

[RajkumarIlanchelian]

@mark.johnsonAN52R Ok. Lets get back to some of the basics for this one:

1. you mentioned that you often have multiple monitors to this machine. Do you still have access where you can connect the machine to such a multi monitor setup? If you do does it still crash on launch? 

2. Please try this: 

Close Fusion
Go to Finder - Go - Go to Folder
~/Library/Application Support/Autodesk/Neutron Platform/

Delete the Neutron Platform folder - Now try to launch Fusion. 

[mark.johnsonAN52R]

Sadly it did not work.

Using a different email address on the same computer does work though.

[RajkumarIlanchelian]

@mark.johnsonAN52R It certainly is a cache sitting somewhere on that machine that is causing this. Reconnecting the monitors did not help I assume? 

[mark.johnsonAN52R]

No.

I just can’t work out what is going wrong for it to work on one account and
not another.

[RajkumarIlanchelian]

@mark.johnsonAN52R It is likely a machine setting cache that is what we are trying to find out which one here. 

1. The user account does not work on this machine but other accounts do
2. The same user account works on another machine

This points to one particular cache on the machine and specific to the user that is causing this issue. Typically deleting the folders that I called out should address this considering that most of these are deleted in that process. 

Which time zone are you in? We can try to see if we can have a zoom call and see what is happening. 

[mark.johnsonAN52R]

That'd be great, thank you.

I am in the UK, so it is currently 21:42.


Best wishes
Mark

[RajkumarIlanchelian]

@mark.johnsonAN52R Please direct message me your email. I can try to set up a time around 2PM your time tomorrow? I can try to dig in a bit more on what could be happening on your machine.  In the mean time, just to be sure, make sure that the macOS is all updated. 

[RajkumarIlanchelian]

@mark.johnsonAN52R Involved more engineers and here is one thing to try out. 

1. On another machine login to the account that is causing issues
2. Go to preferences - General - Electronics - Miscellaneous- Uncheck "Enable GPU rendering" 
3. Save the preferences and logout of that machine and close Fusion
4. Now restart the machine having the issue
5. Log in to Fusion 

What happens. 

[RajkumarIlanchelian]

[HelenChen-ElectronicsQA]

Hi @mark.johnsonAN52R,

In order to investigate this issue, could you please do us a favour to gather the graphics info by following the help doc here? Thank you!
https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/How-to-obtain-Dire...

Best regards,

Helen

[HelenChen-ElectronicsQA]

Hi @mark.johnsonAN52R ,

Our developer double checked the crash report and think it may be related to the Graphics Driver setting for that account in that machine.

Looks like you selected the DirectX 11 for that account earlier while that machine cannot work well.

Could you please try below step?

1. On another machine login to the account that is causing issues
2. Go to preferences - General - Graphics driver > It maybe set as DirectX 11, please change it to Auto-select
3. Save the preferences and logout of that machine and close Fusion
4. Now restart the machine having the issue
5. Log in to Fusion 

If it works in that problematic machine for that account, please also notice this info:

https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Graphics-driver-su...

Maybe you need to upgrade your graphic card in that problematic machine later.

Looking forward to your feedback.

Thank you,

Helen

[mark.johnsonAN52R]

This didn't work unfortunately.

[mark.johnsonAN52R]

I am using MacOS so this isn't applicable.

[karina.harper]

Hi @mark.johnsonAN52R 

Can you try changing the preference @HelenChen-ElectronicsQA recommended again, but change it using the method described in this article? This worked for another user with the same problem.

Cheers,

Karina

[HelenChen-ElectronicsQA]

Hi @mark.johnsonAN52R ,

Hope all is well!

Are you still have the problem to launch Fusion?

Our developer team investigated this issue further and we think below workaround should work.

Do you mind having a try? Hope it helps a little bit and looking forward to your feedback.

Workaround (Mac):
Open Terminal, execute the following:

launchctl setenv NEUTRON_CHROME_DISABLE_GPU 1

Undo the workaround:

launchctl unsetenv NEUTRON_CHROME_DISABLE_GPU