Fusion Online timeout causing data loss

[JBMGAMER2008]

Good afternoon, I was just using Autodesk fusion, and got the "your session is about to expire, please reconnect in XX:XX" Message. I reloaded the page, only to be met with a black screen. I reloaded the webpage several times, and luckily on the 4th time, I was met with something, the fusion startup. Having not saved my work, my new project was just GONE. I have experienced this in the past, and I always want to punch something when it happens. Usually, on top of the data loss, I cannot use fusion for a while afterwards as well, due to the black screen staying there. Please fix this issue, because I CANNOT deal with it anymore.

[dsouzasujay]

Hi @JBMGAMER2008 

Sorry to hear this, I understand how frustrating it is to lose work unexpectedly

This behavior maybe related to Fusion losing connection to the cloud session, which can sometimes result in the black screen and unsaved changes being lost.

To help us investigate the root cause:

Could you please share:

• A screen recording if this happens again
• Your Fusion version and operating system
• Diagnostic log files (Help > Support and Diagnostics > Diagnostic Log Files)

A few things you can try to reduce this from happening:

1. Save more frequently (local versioning)

• Use Ctrl + S regularly while working
• Fusion saves versions to the cloud, but manual saves help avoid loss during session drops

2. Watch for connection drops

• If you see the session timeout warning, try to:
  • Save immediately before refreshing
  • Avoid refreshing multiple times quickly

3. Check network stability

• Ensure you have a stable internet connection
• Avoid switching networks (WiFi ↔ hotspot) while Fusion is running

4. Try clearing cache / resetting Fusion

• Go to Help > Support and Diagnostics > Service utility > 

5. Use Fusion Desktop instead of browser (if applicable)

• If you’re accessing Fusion through a browser, switching to the desktop app provides better session stability

Quick check for recovery:

Sometimes Fusion auto-recovers:

• Check File > Open > Recover Documents
• Or look in your Data Panel for recent versions

We definitely want to understand why this is happening in your case and help prevent further data loss. Thanks for reporting it, and please share the details when you can.

[JBMGAMER2008]

@dsouzasujay 

[JBMGAMER2008]

also, the only 3 options under support and diagnostics are  get support, annotate log file, graphics diagnostics, and a greyed out clear cache data. On top of that, there is no section for auto recovery files in the file - open section

[JBMGAMER2008]

Btw, I'm using ChromeOs, and I don't have fusion installed

[dsouzasujay]

Hi @JBMGAMER2008 ,

Thanks for the details.
Can you please check by

• Reconnect the computer to the internet.

• Connect the computer to another internet source (such as mobile data).

[JBMGAMER2008]

its not an issue with the internet, It happens across different networks and Chromebooks.

[lauri_barnhart]

Hello @JBMGAMER2008,

It looks like you have received a lot of advice on this thread. Did any of the replies by @dsouzasujay answer your question? 

If you are still needing more help, please share an update here. The community will be happy to jump in and suggest more steps to help you get where you need to be.

Best,

Lauri | Community Manager

[JBMGAMER2008]

no, the problem still exists

[dsouzasujay]

Hi @JBMGAMER2008 

Apologies for the delay, I'm in contact with a development team to get a support.