"Unknown error" on Android app login

[Anonymous]

About a year ago I made the decision to download and install fusion 360 for use for a startup company been working on. I liked the idea of being able to access models across platforms and use mobile devices to show customers on the go.

However, for about the last 6 months I have been unable to login on the Android app on my cellular device. I have uninstalled and reinstalled the app numerous times, and also tried to change my login password, as well as my user ID, in hopes that anything would break it free, however with every attempt I get an "Unknown error" flashed on the screen. I have no issue logging into myhub on a web browser on a desktop or mobile device, including this one, and I have no problems with the desktop client either.

I was hopeful that someone on this forum may have had the same issue I'm having and have an answer for me. Thanks in advance!

[pawel.potyrala]

Hi @Anonymous,

thanks for posting! Does the behavior only occur for Android and for Fusion 360 Mobile App? To test that, please try the following:

• Go to myhub.autodesk360.com in the web browser and try to log in
• Install the A360 Mobile Application and try to log in.

Let me know what the results are. Thanks in advance!

Best regards,

[Anonymous]

Yes, the problem only occurs when using the app. I'm able to go to the myhub link through my chrome browser on my Android phone and login successfully.

[Anonymous]

I have also tried to use the a360 app to log in with no success, I get the exact same error.

[pawel.potyrala]

Hi @Anonymous,

thanks for the reply! Could you specify your device model and your OS version? I'll forward it to our developers to test it further. Are you aware of any third-party applications that were installed around the time the error started appearing?

Thanks!

Best regards,

[Anonymous]

Attached is a screenshot of the info that you asked for.  I can't say if there was an app that got installed at that time or not, it has been so long ago.  Also I don't always try to access the Fusion 360 app, so pin pointing something like that would be tough.  Hopefully your developers may have something.

[Anonymous]

Hello,

With the recent update to Fusion360 Android app 2.3.5, I am unable to login into my account. The error "Unknown Error Occurred" keeps popping up and ends up to start screen of the app. I tried to login on A360 Android App, still the same error pops up, rendering the app useless. I am attaching the logcat and screenshot of the error. The device is running Oreo 8.1.0 on SD430 SoC.

(the phone is rooted, but the application worked fine before the last update)

Log:

03-24 10:47:38.672 I/ActivityManager(1368): START u0 {act=android.intent.action.MAIN cat=[android.intent.category.LAUNCHER] flg=0x10200000 cmp=com.autodesk.fusion/com.autodesk.a360.ui.activities.launcher.A360LauncherActivity bnds=[22,355][281,608] (has extras)} from uid 10141
03-24 10:47:38.737 I/ActivityManager(1368): Start proc 4431:com.autodesk.fusion/u0a374 for activity com.autodesk.fusion/com.autodesk.a360.ui.activities.launcher.A360LauncherActivity
03-24 10:47:38.950 D/Module  (4431): handleLoadPackage: com.autodesk.fusion
03-24 10:47:39.365 I/ActivityManager(1368): START u0 {cmp=com.autodesk.fusion/com.autodesk.a360.ui.activities.viewpager.IntroductionActivity (has extras)} from uid 10374
03-24 10:47:39.368 I/com.autodesk.fusion(4431): android::hardware::configstore::V1_0::ISurfaceFlingerConfigs::hasWideColorDisplay retrieved: 0
03-24 10:47:39.897 I/ActivityManager(1368): Displayed com.autodesk.fusion/com.autodesk.a360.ui.activities.viewpager.IntroductionActivity: +462ms (total +1s183ms)
03-24 10:47:43.013 I/ActivityManager(1368): START u0 {cmp=com.autodesk.fusion/com.autodesk.a360.ui.activities.WebLoginActivity (has extras)} from uid 10374
03-24 10:47:43.320 I/ActivityManager(1368): Start proc 4508:com.android.webview:sandboxed_process0/u0i637 for webview_service com.autodesk.fusion/org.chromium.content.app.SandboxedProcessService0
03-24 10:47:43.315 I/autodesk.fusion(4431): type=1400 audit(0.0:28757): avc: denied { read } for name="vmstat" dev="proc" ino=4026532346 scontext=u:r:untrusted_app:s0:c512,c768 tcontext=u:object_r:proc:s0 tclass=file permissive=1
03-24 10:47:43.315 I/autodesk.fusion(4431): type=1400 audit(0.0:28758): avc: denied { open } for path="/proc/vmstat" dev="proc" ino=4026532346 scontext=u:r:untrusted_app:s0:c512,c768 tcontext=u:object_r:proc:s0 tclass=file permissive=1
03-24 10:47:43.315 I/autodesk.fusion(4431): type=1400 audit(0.0:28759): avc: denied { getattr } for path="/proc/vmstat" dev="proc" ino=4026532346 scontext=u:r:untrusted_app:s0:c512,c768 tcontext=u:object_r:proc:s0 tclass=file permissive=1
03-24 10:47:43.384 W/cr_CrashFileManager(4431): /data/user/0/com.autodesk.fusion/cache/WebView/Crash Reports does not exist or is not a directory
03-24 10:47:43.732 I/ActivityManager(1368): Displayed com.autodesk.fusion/com.autodesk.a360.ui.activities.WebLoginActivity: +679ms
03-24 10:47:53.727 D/SurfaceFlinger(549): duplicate layer name: changing com.autodesk.fusion/com.autodesk.a360.ui.activities.WebLoginActivity to com.autodesk.fusion/com.autodesk.a360.ui.activities.WebLoginActivity#1
03-24 10:47:53.940 D/SurfaceFlinger(549): duplicate layer name: changing com.autodesk.fusion/com.autodesk.a360.ui.activities.WebLoginActivity to com.autodesk.fusion/com.autodesk.a360.ui.activities.WebLoginActivity#2
03-24 10:47:54.151 D/SurfaceFlinger(549): duplicate layer name: changing com.autodesk.fusion/com.autodesk.a360.ui.activities.WebLoginActivity to com.autodesk.fusion/com.autodesk.a360.ui.activities.WebLoginActivity#1

Error

[autodeskB5RMD]

I'm getting the same error, and it looks like a lot of others are too

https://play.google.com/store/apps/details?id=com.autodesk.fusion&hl=en&showAllReviews=true

[pawel.potyrala]

HI @autodeskB5RMD, @Anonymous, @Anonymous,

apologies for the very late reply. I reported this to the responsible team and we are looking into this.

Thanks in advance for your patience!

Best regards,

[Anonymous]

I hope the issue is solved asap, it's been almost a month now!

[Anonymous]

I have had this issue for probably close to a year now and have pretty much written off being able to use the app at all.  It's a shame because it is a nice feature of the software, but at least I'm still able to use the desktop applications to meet all my needs.

[pawel.potyrala]

Hi @Anonymous, @Anonymous,

thanks for the feedback. Our developers are working on it already. Should we need any further information, I might reach out to you with some additional questions.

Thanks a lot in advance for your patience!

Best regards,

[yatendra.singh]

Hi @autodeskB5RMD, @jruppCONTRIX, @hs7397,

We apologize for the inconvenience caused to you.

We tried to reproduce the issue on our end but failed to do so, will it be possible for you to share the  email with which you are trying to access the Fusion360 / A360 android mobile app, it would help us in investigating the issue further.

Thanks in advance for your help & support.

Thanks & Regards,

Yatendra Singh

[Anonymous]

The email is jrupp@contrixautomation.com

[Anonymous]

I don't know whether the forum allows for MP4 attachments. Herewith attaching the screen record of the error.

[Anonymous]

Hello, after a lot of trials and error done with the help of the Autodesk Support Team, it was concluded that the error is device specific. After testing on 3 different devices, Redmi 5A, Samsung M20 and Yureka Black, the login worked totally fine with the first 2 devices but failed in the 3rd.

I was able to figure out the temporary work-around for the Login Issue which might also work for those are facing login issues since v2.3.5 update on Android.

1. Uninstall the Fusion360 app completely from the phone. Just double check by going to "Setting->Apps-> Searching for Fusion360
2. Download the Fusion 360 v2.3.4 from any mirror like ApkMirror or ApkPure. OneDrive Link for Fusion360 v2.3.4 apk.

   The hashes for the apk are as follows:
   MD5: 3a:1b:0a:f1:e6:05:3b:85:c7:11:7e:60:62:57:af:e2
   SHA1: 2b:0d:98:a7:e8:f7:0c:b9:bc:f6:88:00:25:6d:87:cb:5b:c4:ae:f6
   SHA256: 74:9e:89:10:25:54:ce:2e:b6:19:e4:fc:bb:a5:56:7f:ab:ba:3c:db:da:8f:10:ae:55:12:23:52:ab:ed:66:e9

3. Install the above apk (may require permission to allow the installation of external source app in android, the permission box will appear while installation if not enabled)
4. Login in the app using the valid credentials.
5. After successful login, go to the Google Playstore app and check for updates in "My Apps & Games"; there should be an update for Fusion360. Update the app and done! You can use the latest features of the app.

Notes:

• This is just a workaround for the issue. This issue, being device specific, needs a lot of testing to get solved. Please report to this forum if you are facing this issue, along with the Device Name, Android Version you are using and also specify whether it is rooted or not.
• Don't logout from the app once you update the app, else you won't be able to get past the login screen

Do like the post if I helped you solve the issue.

[Anonymous]

Still did not work for me. Attached is the screenshot of my phone's
details, it is not rooted.

[yatendra.singh]

Hi @autodeskB5RMD, @jruppCONTRIX,

Apologies for the inconvenience you are facing on login

Please can you share below info, which will help us in investigating the issue:

1. Android Device on which you are facing the issue

2. Android Device OS version

3. Is your android device rooted

3. Fusion 360 app version you are using 

4. Are you on the latest app version i.e. v2.3.5, if not please try to update the app.

5. While login, are you able to enter your email/username and password in login UI

6. Are you getting the issue after you have updated to v2.3.5 and facing issue during relogin

7. Have you tried installing the app on some other device, and are you facing the same issue there also

8. Are you able to login successfully on web https://fusionteam.autodesk.com/

Thanks a lot in advance for your patience!

Regards,

Yatendra

[Anonymous]

---

@yatendra.singh wrote:

Hi @autodeskB5RMD, @jruppCONTRIX,

Apologies for the inconvenience you are facing on login

Please can you share below info, which will help us in investigating the issue:

1. Android Device on which you are facing the issue:  Moto E4 Plus

2. Android Device OS version:  7.1.1

3. Is your android device rooted:  NO

3. Fusion 360 app version you are using:  I have tried with the most recent version (2.3.5) as well as the previously recommended v2.3.4 which was believed to be a work around

4. Are you on the latest app version i.e. v2.3.5, if not please try to update the app.  See above

5. While login, are you able to enter your email/username and password in login UI:  I am able to enter login credentials and then screen flashes "Unknown error" and goes back to a blank login screen

6. Are you getting the issue after you have updated to v2.3.5 and facing issue during relogin:  I can't login to the app at all

7. Have you tried installing the app on some other device, and are you facing the same issue there also:  I do not have any other devices to try it on

8. Are you able to login successfully on web https://fusionteam.autodesk.com/

Yes, I am able to login to autodesk through the web on this problem device

Thanks a lot in advance for your patience!

Regards,

Yatendra

---

Please see above for the answers.

[autodeskB5RMD]

Sorry for taking a while to get back to you.

Answer to you questions

1. Android Device on which you are facing the issue: Xiaomi Mi A1

2. Android Device OS version: 9

3. Is your android device rooted: Yes using Magisk

3. Fusion 360 app version you are using: 2.3.5

4. Are you on the latest app version i.e. v2.3.5, if not please try to update the app.

5. While login, are you able to enter your email/username and password in login UI: No

6. Are you getting the issue after you have updated to v2.3.5 and facing issue during relogin: Yes

7. Have you tried installing the app on some other device, and are you facing the same issue there also: Yes and No.

• Nexus 7 - Android 7.1.1 Rooted - Same issue
• Nvidia Shield Tablet K - Android 7.1.1 Rooted - Same issue
• Fire Tablet - Fire OS 5.6.4 not rooted - Works
• Motorola Moto G - Android 5.1 not rooted - Works

8. Are you able to login successfully on web https://fusionteam.autodesk.com/ : Yes

Additional Info:

I can login fine with 2.3.4 and then update to 2.3.5 but if I log out and try log back in I get the same issue