Fusion Infinite Blank Screen for New Users.

[hinckant]

Autodesk Fusion locks up when a new Autodesk user account tries to log on. In the case below a new user is someone who created an AutoDesk account within the last 24 hours or so. The next day the same person with the same account is able to use and login to Fusion. Autodesk Fusion locks up and remains on this white screen indefinitely. Attempting to use any of the menu bar items for Fusion will else cause the application to crash, and open up the Autodesk Fusion Error Report or do nothing. If you close the application it will make you sign in again, and the process will repeat if you attempt to sign in again. The next day the user will be able to sign-in and use Fusion like normal. This is while using Autodesk Fusion Admin Installer. Image of Fusion after logging in is below.

[RajkumarIlanchelian]

@hinckant I assume from the context that this machine is used by multiple users at different times. Not properly logging out or being logged in on the web etc could cause conflicts in such situations. 

The next time you have a new user can you try this first to see what happens?

1. Log into https://login.autodesk360.com/login
2. Then launch Fusion and login there

If it fails at that point, (from the image it looks like you are on a Mac) can you go into Launchpad - Fusion service utility - gather system info - attach the Fusiondiagnosticslogs.zip file here please? 

[hinckant]

Hey @RajkumarIlanchelian this is a lab using the installer from the following link on a Mac computer "https://dl.appstreaming.autodesk.com/production/installers/Autodesk%20Fusion%20Admin%20Install.pkg." I followed your instruction and a new problem appeared. When I initially signed in to https://login.autodesk360.com/login and opened fusion to sign in it almost immediately crashed, after reporting it I tried again and the following screen appeared on my screen. I was unable to do anything with this page and was forced to force quit. After that fusion would always open to this screen and I was still unable to use anything on the screen. After it failed I went into Launchpad and was unable to find Fusion Service Utility, and it was located in the Application folder of my User, nor the application support folder for my user does the version I installed need a special flag for the Fusion Service Utility.

[RajkumarIlanchelian]

@hinckant Since this is the admin install. Let's do a few things. 

1. Close Fusion
2. Go to ~/Library/Application Support/Autodesk/
3. Delete three folders from here 
4. ADPSDK, Autodesk Fusion 360 and Identity service

Now start Fusion. Fusion should ask you to login and should give correct results. 

Now the next time you have a problem with the login of a new account please follow this article to manually collect log files. We will need the application logs and the service logs. 

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

[hinckant]

@RajkumarIlanchelian I tried the instruction and still was not able to sign in with a new Autodesk account the error was the same as the error before with users logging in, getting to the data preference page, and then being stuck on a white screen. Below I've attached bot the App logs and the service logs.

[hinckant]

Looking at the log it repeatedly tries to call the file /Users/Shared/Jenkins/Fusion/client-delivery/Core/Neutron/UI/Base/Adaptations/QT/WebBrowser/QTWebBrowser.cpp looking for that folder it appears I don't even have a Jenkins folder in the Shared folder

[RajkumarIlanchelian]

@hinckant Thank you for the logs. It's showing some interesting data. 

1. How are you creating the new accounts? Are you creating this on the same machine? 
2. When you create a new account does it complete the team hub creation? 
3. Can you direct message me the email ID used to create the latest new account? 

[hinckant]

1. The first couple of errors came from reports from multiple lab machines, but the tests are coming from my desktop.
2. No it does not, there is no team creation until the next day when the user attempts to sign in again.

3. Of course, thank you for your help

[hinckant]

I attempted to send the message, and I was sent a message about reaching the maximum amount of messages I can send, because I don't mind sending the test email, I'm just going to directly email you it fusiontestthree@gmail.com.

[RajkumarIlanchelian · Accepted solution]

@hinckant Thank you for posting the email. The problem seems to be that when you create a new account, the page that should come up to create your team hub and finish the new account creation seems to be not reachable and that seems to be the source of the issue. So to get to more of exactly where it is hitting it lets do this:

1. Close Fusion and make sure that it is not running
2. Restart your machine
3. Go to https://login.autodesk360.com/login
4. Create a new account using this link
5. Tell me if you are able to complete the full experience including creating a team hub for this account
6. If that completes then launch Fusion
7. Login using the new account 

Let's see if this is successful. Based on what we see I will suggest one more test and that should help us further into identifying where this is causing the problem and hopefully why. 

[hinckant]

@RajkumarIlanchelian, I tested as you suggested above, and it allowed me to go through the full team hub creation for the new account, I then launched fusion and logged in. It worked perfectly, so it seems for some reason in just the first 24 hours you need to create or join a team before logging in. Thank you very much, you're a life saver

[RajkumarIlanchelian]

@hinckant @Glad to know this worked. There is still some issue happening if you are creating the account directly with Fusion. We can take a shot at what that could be when you have some time.