Updated to Fusion 2604.1.25. All Projects and Files Missing

[jamestowle69]

Hi 

I updated to Fusion 2604.1.25. 3 days ago and now my data panel in Fusion in completely empty. All my folders, projects and designs are missing. I've tried the obvious restart, confirm logged in, my account is active and so far nothing has helped retrieve a single file. It's like I've never used the program before and I'm starting as a new user. 

Can someone please assist in pointing me in the right direction as I've lost so many projects that unfortunately were not backed up anywhere else other than the Fusion hub.

Many thanks in advance

James

[karina.harper]

Hi @jamestowle69 

Check the suggestions in this article. Usually when this occurs, a new account has accidentally been created. 

After looking through that article and it's still not solved:

• go to the folder at this file path, screenshot it and share the image here.
• Collect diagnostic log files and share them here.

Cheers,

Karina

[jamestowle69]

Hi @karina.harper 

Thank you for the reply. I've followed the article but haven't yet resolved the issue. I was reluctant to start the Fusion Utility Tool as I was concerned it may make matters worse.

Please find attached the screenshot and file you requested.

Thanks in advance for the help you're providing

James

[karina.harper · Accepted solution]

Hi @jamestowle69 

Thanks for providing those. It does look like a different account was in use on your computer, last accessed on September 26. The email associated with that user ID looks like j....76@gmail.com  . The one you have most recently signed in with is j...69@gmail.com  . Can you try signing in with the 76 email and see if the data you're looking for is there?

Cheers,

Karina

[jamestowle69]

Well, I've not let out a sigh of relief that big in quite some time. Thank you so much for helping me in resolving this matter, I wasn't aware I used my old Gmail account for setting up Fusion when I originally signed up. May I ask one last question? Is it at all possible to transfer my details from my old 76 account to my in use email 69 account? If it's too convoluted I'm happy to resurrect and have my 76 email running in the background for the purpose of Fusion.

May I say thank you very much for your help. Enjoy your day.

James 

[karina.harper]

No problem @jamestowle69 , I'm glad we were able to get it figured out!

There are ways to transfer data between accounts, but it is easier to just change the email associated with your account if that's possible. I'm not certain if it will work if the new email is already associated with an existing account.

Some articles that may help:

How to change an email address for Autodesk Cloud Products

How to transfer files and projects between Team Hubs in Fusion

Cheers,

Karina