Fusion Freezing on Mac

[jean-michel_legoff]

With the last update (Nov 2023) 2.0.17721 the MAc version is completely freezing on a MAc M2 Max running Ventura 13.6
(either the regular version or the insider one)...

[LishuangLu]

Thanks for reporting, @jean-michel_legoff ! 

I have Mac M2 with Sonoma, Fusion latest update 2.0.17721 can be launched successfully in my side. Would you please share your Fusion log file by referring below steps? 

https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/How-to-manually-co...

Thanks for the support! 

Regards, 

-Lisa

[jean-michel_legoff]

hi,

Even the FSU is freezing...

I've launched the FSU Command in order to get the logs...

But even this is working bad.

And stay running for minutes without stop...

[jean-michel_legoff]

is it a way pour stepping back and try to install a Fusion's version before the 30 October one?

[RajkumarIlanchelian]

@jean-michel_legoff Unfortunately there is no roll back option. Can you please do the following:

1. Launch the service utility and run the Repair Fusion option - See if this helps.

2. For the gather system info it could sometimes take a while. So see if you can wait a couple more minutes for it to generate the files. From the image you attached it looks like it was compiling it together. 

3. If the system log file does not finish - here is a link to collect the logs manually - https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/How-to-manually-co...

We will need the application logs and service logs. 

4. Any change you have multiple monitors attached or 3d space mouse attached? if so does disconnecting them help?

5. Lastly, if you connect to a different network (a hotspot on your phone for example), does that launch the product successfully?

[jean-michel_legoff]

Hi,
I guess I have a clue...
My issues occurs when I'm connected to our enterprise network.
When I use our Guest Wifi network with some less security/proxy/firewall settings, Fusion looks working better.
On Mac it don't freeze and works smoothly, and on PC the files don't locks themselves anymore...
How can we diagnose what is wrong with our network?
Here is the log I've tried to grab before finding this trick.

[jean-michel_legoff]

Oups,

Bad news,

this trick don't works...
It has morked once, but I can't reproduce it.
even on an "open" wifi network, I get the issues.

Sorry

[RajkumarIlanchelian]

@jean-michel_legoff It certainly looks like a network/proxy issue from what you are describing. Can you restart your machine and connect to a phone wifi (hotspot for example and see if that works)

Also, any chance you have multiple monitors attached or 3d space mouse attached? if so does disconnecting them help?

[jean-michel_legoff]

The issue occcurs when connected to Internet…
Either with the corporate network, or a free wifi or even a shared connexion of a phone…

The only way to launch Fusion (on a Mac) is to run off line…

Could it be possible to say that the issue come from the SSO?

[RajkumarIlanchelian]

@jean-michel_legoff 

1.What other Autodesk products are installed on this machine? 

2. If you go into Launchpad -> Fusion service utility - Run network diagnostics - Does it show all checks pass?

3. If you go into Launchpad -> Fusion service utility - > Run the "Repair Fusion" - Does this help

It's still likely a proxy or an anti-virus that is blocking some of the services needed for Fusion. 

[RajkumarIlanchelian]

@jean-michel_legoff Replied wrong message ti the wrong thread. 

[jean-michel_legoff]

Hi,

but 

The issue is not solved yet, but it has been identified I guess.

The issue is between SSO en Zscaler.

for any reason when both are used at the same time the issur occurs.

When using either a personal email account, or desactivating the Zscaler app, Fusion is working fine.

[RajkumarIlanchelian]

@jean-michel_legoff 

Wrong reply to the wrong thread. 

[jean-michel_legoff]

Hi,
I'm sorry, but my issue is not linked to a particular part...
it's a general pb with Fusion.

[RajkumarIlanchelian]

@jean-michel_legoff My apologies for the previous two messages. They were meant to be on a different thread. 

From what you mentioned it looks like Scaler is the app that is blocking Fusion from launching. It looks like you have to add permissions with Scaler so that fusion can be launched.