Unable to open design, endless Refresh

[msacarny]

Fusion opens correctly, but when I select any Design to open it, the Refresh symbols spins endlessly, as well as the blue circle over the Design icon. The Design does not open.
* On Windows Version 10.0.19045 Build 19045

* Tried rebooting, uninstall, reinstall, all to latest Fusion version

* Tried clearing cache, running in Admin mode
* I _am_ able to open the Design by Open on the Web, Open in Desktop

* I _am_ able to open the design from another platform running Fusion

Thank you

msacarny

[karina.harper]

Hi @msacarny 

Can you collect your diagnostic log files and share them here?

Thanks,

Karina

[msacarny]

Attached. Thank you, Karina!

Mike

[karina.harper]

Thanks @msacarny !

Can you clarify a few things:

1. You can open the design from the web - "open in Fusion". Are you then able to make changes, save, and open again normally? 
2. You can open the design "from another platform running Fusion", do you mean like on a different computer? 
3. Where are you viewing your designs from? ("Active documents"?) If you navigate to them in the data panel in their folder, do they open as expected from there?
   1. If this is the case, try the solution in this thread.

Thanks!
Karina

[msacarny]

Karina,

1) More...

If I open Fusion desktop cold, the Refresh tool circles endlessly. I am able to open and close my test Design multiple times, however, if I edit and Save, the blue circle over the design icon circles endlessly. If I close the Design, I am unable to Open it again. No right-click menu appears.  

If I then go to "open from the Web", I can open the Design in Desktop, edit and Save. However, I still cannot open the Design in Desktop, just like the previous paragraph. I am able to repeat this sequence (Open from Web, Edit in Desktop, Save, Close.) However, when I select "Open in Desktop", the Web portal displays the message "Fusion is not installed on your system. You can download and install Fusion to continue editing this file."

If I browse my Designs "On the Web", I see them all. If I browse them in Desktop, not all the designs are present. So, I am not able to insert all the tools I would like to.

Task Manager looks like this:

2) I have no problems editing and saving designs on another Windows computer. All is well.

3) I cannot find an "Active Documents" panel, only Data Panel. Perhaps "Active Documents" does not apply to Educational License?

Thank you,

Mike Sacarny

[karina.harper]

Thanks @msacarny,

This sounds like an issue we are investigating with the data panel that some users are experiencing. We are looking into it, in the meantime you should be able to open/save designs using "open in Fusion" from the web.  I see re-reading your comment that it's not really working for you. 

"Active Documents" is just for Personal users - there is a separate issue they have that I was wondering if you were running into.

We will follow up here when we have a fix or a better workaround.

Karina

[msacarny]

Karina,

If remote access to my system would help, let me know.

 Mike

[msacarny]

Karina,

Any further developments on this issue?

Thank you

Mike

[karina.harper]

Hey @msacarny -

The team thinks they have isolated where the issue is. We're still working on a fix. We'll report back once we have a better solution.

Karina

[karina.harper]

Hi @msacarny 

The team has found that this issue may be related to computers that are only using two cores (when there may be more cores available). We are looking into resolving this more generally, but you might be able to get the data panel working if you can check your core usage and see if all cores are available or being utilized. 

I'm not an IT so I'm not exactly sure how to do that, but please let us know if that ends up working.

Cheers,

Karina

[msacarny]

Sadly, enabling cores via msconfig or advanced system settings did not fix this problem.

I may have to acquire a newer Windows laptop just to resolve the Fusion issue.

Thank you,

Mike

[karina.harper]

@msacarny 

Here's a few more suggestions to try - do any of these make any change? 

Additionally, can you share a screenshot of the CPU from the task manager when running Fusion? So we can see how the cores are being utilized?

1. Update graphics drivers
2. Verify that Fusion is fully up to date - if you go to the Help -  About view Fusion should be at version 2.0.20494 or higher.
   1. 
3. Try toggling between offline/online manually
   1. 
4. Manual reset of DP
5. Preferences - Graphics > Display > High-resolution canvas graphics on High DPI displays - Uncheck
6. Create a new design and save - In some instances this has triggered the data panel to update and then work normally

Karina

[karina.harper]

Also, @msacarny 

We released a patch yesterday that may fix this issue. If you can, try updating Fusion and see if it's fixed? Others have reported that it has worked for them.

Cheers,

Karina

[msacarny]

Karina,

Yes, that seems to help! I am able to open, insert, edit, and save multiple projects. The only problem I have seen is permanent circling of the refresh symbols. 

Mike

[karina.harper]

That's great to hear @msacarny ! It sounds like there may be some designs stuck in your upload queue. You could try the text command in this article to clear the upload queue. 

Karina