Servers Down?

[Anonymous]

Dear Support.

Our Fusion 360 went offline on on Friday and it still will not load today. I can confirm everything was working fine on Thursday. (We are based in the UK.)

Are you performing any system maintenance or made any changes that would effect our system?

Any update would be appreciated.

Many thanks

Jason

[lichtzeichenanlage]

AD's health dashboard only mentions problems in Russia. 

[pawel.potyrala]

Hi @Anonymous,

thanks for posting! We have had a few reports of Fusion 360 stuck in offline mode, but no service outage was confirmed - Fusion 360 worked fine for me over the weekend and today.

1. Clear the history in all of the web browsers you use and go to http://myhub.autodesk360.com. Are you able to log in and see your projects?
2. Please collect and send us over your diagnostic log files for Fusion 360: How to manually collect the log files for Autodesk Fusion 360. I would first like to check if you are running the latest version of Fusion 360.

Thank you in advance!

Best regards,

[Anonymous]

Thanks Pawel

I have forwarded that onto the DT teachers who will give it a try.

I have included the screen shot of what we see once logged on.

Many thanks

[Anonymous]

Hi Pawel

OK, still no luck but we have some more information.

I have tried 3 new installs with you most recent installer package and still have the same issues.

Please see the 2 screen shots. With the latest version, Fusion 360 stayed open so I was able to generate the diagnostic files. The uploaded facility when posting does not allow me to add the files though, so please let me know how best to get them to you.

I have a feeling that the server addresses hosting Fusion may have changed and are being blocked by our schools filtering device.

Do you have a list or URL's or IP's that Fusion 360 relies on when connecting please?

It may be as easy as adding these new addresses.

Many thanks in advance for your help.

Kind regards

Jason

[Anonymous]

Strange - Your system does not like the second screen shot so I cant post it.

[Anonymous]

I'm having issues as well.  I haven't been able to log in to any of my systems' Fusion360 since last week Wednesday.

[Anonymous]

Any updates on this yet please Pawel?

We have teachers that have structured lessons around Fusion and not having it work is causing problems.

Please let me know.

Thanks

Jason

[pawel.potyrala]

Hi @Anonymous,

thanks for the information! I missed the fact that you are actually running a Lab Installation of Fusion 360 - apologies for that.

If you are not able to attach the log files here, an idea is to:

1. Go to http://myhub.autodesk360.com
2. Log in
3. Upload the archive with the diagnostic files to a Fusion 360 project
4. Send me the link to the file.

The list of Ports and Domains required by Fusion 360 has not changed - please make sure all the addresses mentioned in the linked article are whitelisted.

I have a few additional questions:

• Is a crash error report generated before the software closes?
• I assume you are trying to log in at the university from within a student Windows account. Does it work when someone logs in from the Admin account on the same machine?
• Which OS version is installed on the machine?
• Are you able to try logging in using a laptop?

Just as a side note - to collect the log files, you don't necessarily need to log in to Fusion 360. The manual procedure is described here: How to manually collect the log files for Autodesk Fusion 360.

Thanks a lot in advance!

Best regards,

[pawel.potyrala]

Hello @Anonymous,

thanks for posting. I noticed that you participated in a few threads over the last week. Although the behavior you are experiencing seems to be similar, its cause is not necessarily the same. To troubleshoot it further, I would also like to ask you for the following information:

• your operational system and its version
• your diagnostic log files - even though you cannot log in to Fusion 360, they can be collected manually from the following directories:

Windows:
%localappdata%\Autodesk\autodesk.webdeploy.streamer.log
%localappdata%\Autodesk\Web Services\Log\WebServices.log
%localappdata%\Autodesk\Autodesk Fusion 360\ (copy the entire folder)

macOS:
Macintosh HD>Users>***>Library>Logs>autodesk.webdeploy.streamer.log
Macintosh HD>Users>***>Library>Application Support>Autodesk>Web Services>Log\WebServices.log 
Macintosh HD>Users>***>Library>Application Support>Autodesk>Autodesk Fusion 360> (copy the entire folder)

Please create a ZIP package of the files mentioned above and either attach it to your post or upload them to a project in the Cloud (see my post above) and share the link with me. Thanks a lot!

Best regards,

[Anonymous]

Hi Pawel,

we're having the same identical problem (we're based in Italy).

It seems that:

• api.autodesk.com
• appstreaming.autodesk.com
• fusionapi.autodesk.com
• notifications.api.autodesk.com
• services.autodesk.com
• ui-dls360.autodesk.com
• autodesk360.com

are not pingable either from our company's network nor from my own mobile.

Please find attached the last logfile.

Thanks in advance

L.

[Anonymous]

Hi Parwel.

I have uploaded the zip file to our school website - Here is the link

Windows 7 and 10, both same problems. Admin and student account - Same problems. No laptops involved.

As per the previous poster, we also can't ping the addresses he has provided.

[Anonymous]

HI Pawel

I have an update. A teacher has taken a school system home and Fusions works from there. That seems to indicate my theory of our filter blocking something on Fusion may be correct.

Please email me a full list of URL's and Server IP's that Fusion 360 uses for authentication and running correctly.

I can then add everything to our filter device and see if that corrects the problem.

May thanks

Jason

[pawel.potyrala]

Hi @Anonymous,

I submitted your logs to my colleagues - they contain a few lines I need help interpreting. As I mentioned, the list of Ports and Domains used by Fusion 360 has not changed. A step by step instruction is available here: How to configure proxy server and firewall for Fusion 360 (Windows)

I was also wondering if you can work in Fusion 360 offline and enter the Preferences Tab -> Network. If so, could you go to Preferences -> Network and send me a screenshot of the settings?

Thanks in advance!

Best regards,

[pawel.potyrala]

Hi @Anonymous,

thanks for sending the logs! In your case, this behavior might be rooted somewhere else. Firstly, I can see that the version of Fusion 360 you are using has not been updated. There are also multiple instances of the following log in the file:

E CloudBrowser failed request - exception: WinHttpSendRequest: 12029: A connection with the server could not be established

Can you open the following URL in your web browser https://developer.api.autodesk.com/wipdata-serv/storage/v3/system and let me know what it returns? Could you also try to perform a clean uninstall and reinstall of Fusion 360 with our Fusion Cleaner Tool to force the update?

Let me know if that helps. Thanks!

Best regards,

[Anonymous]

HI Pawel

I have attached the screen shot.

We do not use a proxy on site.

Please delete 2 posts below this - Not sure why that happened!

[Anonymous]

HI Pawel

I have attached the screen shot.

We do not use a proxy on site.

[Anonymous]

HI Pawel

I have attached the screen shot.

We do not use a proxy on site.

[Anonymous]

Hi Pawel,

everything is now working fine! Thank you so much!

Best regards,

Luca

[Anonymous]

Any update on our query please Pawel?

Screen shot was attached last week of the proxy settings.

Thanks