Unable to open because of sync

[FabLabAutodesk]

I'm trying to open a file that I work on at home and at work.

I get, "unable to open", and a exceedingly helpful instruction to "restart and try again". This has happened twice now, with absolutely no indication of why, when, or where this desync is happening. I start up, work, and close down fusion in the exact same way every time - so, what's the problem?

1) How do I prevent this from happening, or how can I check that once I finish work on one computer, it's not an absolute gamble if the Fusion gods will let me open it on another?

2) Is there anyway to fix this on my current computer? What's it not syncing with?

[RajkumarIlanchelian · Accepted solution]

@FabLabAutodesk We are aware of the wrong message we are showing here. This is nothing to do with the sync issue but you are opening a file that was saved in a newer version that you currently are in. 

The file was saved in 2.0.15509 and you are on 2.0.15050. Now the real error is that we are not showing the right message which should read something like : Forward compatibility is not supported:2.0.15509 - The file you are trying to open was last saved in a newer version of the software. It cannot be opened!

The reason we suspect that you are not seeing the new update available to you is the short cut. Can you please do the below for us?

1. Close Fusion 
2. Delete the Fusion 360 short cut you have
3. Go to C:\Users\USER ID\AppData\Local\Autodesk\webdeploy\production\a folder that shorts with 6a0c961*\Look for the FusionLauncher.exe
4. Run Fusion from here

Now 2 things should happen:

1. When you open the same file it should tell you the right message that this was saved in a newer version AND also you should start seeing a new version being downloaded. 

Please let us know what you see. 

Ideally you will need to be on the newer version and this file will open. 

[FabLabAutodesk]

Hey Rajkumar, 

Thank you for your quick response! I had just found the little in-app support option after posting, and was connected with an agent Tom B. who was also very helpful. 

His diagnosis was the same (file saved on a computer using a newer version of fusion, the problem computer is using an older version) and his recommendation was "repairing fusion 360". Done through this link: https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Overview-of-Fusion... which in summary is holding ctrl + shift when opening Fusion, then selecting the repair option. 

I followed his recommendation before I got the chance to follow yours, and it worked for me. You are correct in that I have been opening my fusion from a taskbar shortcut - I will delete that and link another one from the pathing you sent. 

Just as a PSA for anybody who's overlooked it (like me)... there is an option for you to "get help" within the app, and you get the option to chat with a live support agent, through the app (for paid subscriptions). I was searching for this on the Autodesk site, and everything referred me to the forums. But alas, there is live chat support through the app.

I also edited my original post to be a bit more concise (and... professional 🙂), and added some new relevant tags. Hopefully this'll be a helpful post for anybody else with this "unable to open" / syncing error, which is actually a version error. Or helpful to those searching for live agent chat support... because I've used Fusion for many years and I think today is the first time I've ever noticed or clicked on that little symbol. 

Thank you Rajkumar and Tom B. !

 

[RajkumarIlanchelian]

@FabLabAutodesk Thank you and glad that you got the help needed. We do apologize that this was a bad experience for you. 

one thing that I would suggest is to still delete your old Fusion launcher if you still have it and use the ones that gets generated as part of the install. This will ensure that you are always kept up to date with Fusion and not hit this issue again.