Unable to update - Help?

[emisnug]

Hi All

I'm not able to update Fusion 360 to the latest version. I've attached the log, restarted my computer several times and still am not able to update. I have just joined a Fusion Team for the first time, and this version disconnect means that we're not able to work together. Would someone be able to help me out?

Thanks!

[jhackney1972]

You have the following error is your log file.

You can search the web for listings of the error related to Fusion 360 installation.  One of them is here.

Message 3 in this forum post was the solution to one user.

[RajkumarIlanchelian]

Can you confirm which version of Fusion you are on? Help -> About

The SSl certificaten error could be that you are on a very old version of Fusion. If that is the case then , uninstall/reinstall of Fusion will be your other option since we know we will fail on older builds (The real key in that case is why were you not updated earlier on in the first place). 

[emisnug]

I am on V2.0.7830

I'm not sure why it's throwing up an SSL Cert error, but I can assure you that I did an extensive search of both these forums and the general web before reaching out for help. 

[RajkumarIlanchelian]

2.0.7830 is our March update and we have since did about 10 updates. I will continue looking at the logs for details but if you can follow the AKN articles for fixes (or an uninstall/reinstall). Would be great. Once you reinstall, I am positive that you will be picking up the live updates moving forwards. 

[jhackney1972]

Be sure you use the Fusion 360 Uninstall tool

[emisnug]

Well, I followed all the steps (a complete uninstall, using both the uninstall tool and manually deleting libraries etc as stated here: https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/How...)

I now cannot install Fusion 360. Exactly the same problem as before, but now I don't have an older version of Fusion to continue designing on.

Log attached, I await responses with baited breath

[RajkumarIlanchelian]

Are you presented with the same error as called out in this AKN? This is the one previously posted by @jhackney1972 . Did you try the uninstall after trying out the solutions on this AKN? If not can you try to see if any solutions listed on the AKN help? Going to find more in the logs now. 

[emisnug]

Yes, I tried all options presented to me by that AKN article. Please bear in mind that I am also on a Mac

I get a slightly different error code, but still comes down to SSL Certificate error. 

After some investigation, it seems the installer cannot pull a valid security certificate from here: https://dl.appstreaming.autodesk.com/production/97e6dd95735340d6ad6e222a520454db/73e72ada57b7480280f...

However, I have checked that link and a certificate comes up fine. I have downloaded the CRL if that helps at all. 

[jhackney1972]

If you know the certificate, why not go in and delete any of the offending ones.

[emisnug]

When it comes down to it, I'm out of my depth when it comes to SSL Certificates. I don't particularly want to screw with anything that could screw up everything else. 

However, with that said, all of the Certificates in Keychain Access are valid and up to date: the earliest expiration date in Feb 21, 2023. 

[RajkumarIlanchelian]

Any firewall that you run that you can disable?

[emisnug]

The only thing I can't disable is our company-installed Zscaler. I've turned off everything else. 

[RajkumarIlanchelian]

I have been asking around internally about the logs and there are a couple more suggestions based on the logs:

Here is what I got:

"

That error typically means either a proxy server is intercepting the call and presenting an unexpected SSL certificate or the cert store on the computer is out of date and needs updating. ( like cacert.pem)

First recommendation would be for the user to see if any os updates are pending, second would be to double check proxy settings"

[emisnug]

Hi

So I did the pending system OS update (I am now running Mac OS Catalina V10.15.6). 

Exactly the same problem on install. 

As far as proxies go, no proxies are checked. 

Again, did the system wipe and attempted a clean install.

Same problem again. 

All the certificates are in date, all systems are the latest and greatest, and still no luck installing. 

[RajkumarIlanchelian]

Looking more in to log files, here are a few other information that our development teams feels will help:

They anticipate that this could be related to python certificate . Couple of things:

1. Can you please go to 

~/Library/Application Support/Autodesk/webdeploy/meta/streamer/*****/certs.pem

 Note what is the date on this?

2. Run 

python3 -m certifi

or

python -m certifi

This should print where python gets the certificate from. 

[emisnug]

I actually don't have the option to go to that folder: there's only the "register" file in the Meta subfolder. 

[RajkumarIlanchelian]

Apologies that it is taking longer than expected to identify what the issue could be. We are still trying out various possibilities internally to see what could be the issue. 

In the meantime, can you please some manual deletes for me per this article?

1. Go to AKN

2. Go to the "Manual Clean Install for Mac OS"

3. You already completed Step #1

4. Can you try to go over all the other folders in there and see if there are anything left behind? If yes, please clear those folders?

Also, let me know if you can access this link:https://dl.appstreaming.autodesk.com/production/97e6dd95735340d6ad6e222a520454db/73e72ada57b7480280f...

 

[emisnug]

Hi

I have triple-checked - everything that is listed in the AKN article has been deleted, the Trash emptied, the computer restarted several times. 

I can access the URL absolutely fine. 

Tried again to install, same error

[RajkumarIlanchelian]

Can you please share what you got when you accessed the URL? I have a few other things to try out that I will post shortly.