Users unable to edit models as Fusion 360 claims other users have the model open (when this is not the case)

[rayTG333]

I manage a small team using Fusion 360 and recently we have been unable to make edits to models and assemblies because the Fusion is claiming that the model is already being edited by another user. This is not the case and even though we have tried multiple Fusion restarts and PC restarts we are still unable to edit these models. 

We are also experiencing issues where team members are unable to open drawings for parts in Fusion as Fusion is insistent that the  user is in the process of installing updates - the official line is "You are in the process of installing an update that is required to open...." The only option Fusion gives it to click "OK", this is not "OK". The users are not knowingly installing updates and as far as I am aware they have no way of deciding when or if updates happen. The updates process with Fusion has always been automatic in the past. Has this changed? 

This would not be a problem if we were hobbyist users but we are trying to complete work for commercial projects with tight timelines and we are getting close to the deadline now.

Thanks 

[gautham_kattethota]

Hi @rayTG333 

Sorry to see your team is experiencing issues related to saving designs because Fusion thinks they are being edited by others.  We introduced design reservations earlier this year, where upon editing a design, the file gets reserved to that user and others wont be able to save until the reservation is released.  The reservation is released when that user who first edited the file saves it or closes it without saving. Releasing of reservation is handled by Fusion implicitly.  In rare cases we can end up with a situation like yours, where the reservation does not get released when it is supposed to, leading to issues you are seeing where other users cant save changes to that file.

I would like some information to understand the issue better and provide approaches to help fix the issues:

• How many documents/files are exhibiting this behavior?
• For files that you are unable to save, I guess you are seeing the avatar (circle with user's initials and a small white circle on the lower right side) of the user to whom it is still reserved
• Are all the files affected reserved to the same user?
• Can you have that user to whom the file is still reserved reopen the file and close it, or reopen and make a small edit, save and close the file.  Does this step help to remove that reservation?
• Can you provide us the Diagnostic log files from Fusion for the user who has his/her reservation still stuck on the file.  If you can ask that team member to open Fusion, click on the '?' button on the top right of Fusion window and get to the diagnostic Log Files command in the dropdown as shown in the attached image, that will be a huge help for us to diagnose the issue.

If you can provide us these details, we can guide you further on steps to take to handle this issue. 

Regarding the issue related to opening drawings, i will ask someone else to reply to you.

Thanks

Gautham

[rayTG333]

Thanks for your response. The issue of user "design reservations" seems to have resolved itself. Fusion is the definition of insanity "keep doing the same thing and expecting a different result" , except Fusion will give you a different result. I am not sure how, but the files are now free to be worked on. In response to your questions:

• How many documents/files are exhibiting this behavior? - about a handful although we have many hundreds of parts in the system and we aren't aways working on them so it could have been more and we didn't notice.
• For files that you are unable to save, I guess you are seeing the avatar (circle with user's initials and a small white circle on the lower right side) of the user to whom it is still reserved - Yes this is correct that is how we know the individuals that have the parts "resevered".
• Are all the files affected reserved to the same user? - Yes
• Can you have that user to whom the file is still reserved reopen the file and close it, or reopen and make a small edit, save and close the file.  Does this step help to remove that reservation?  - As the issue has now resolved itself I think this would be of little value.
• Can you provide us the Diagnostic log files from Fusion for the user who has his/her reservation still stuck on the file.  If you can ask that team member to open Fusion, click on the '?' button on the top right of Fusion window and get to the diagnostic Log Files command in the dropdown as shown in the attached image, that will be a huge help for us to diagnose the issue. - I can ask the user to do this but now that the issue has resolved itself, would this still be of value?

A more pressing issue now are the drawings that  cannot be opened by any users. It feels as though these files may have been corrupted. The warning that comes up suggests that there is an update happening, however I refuse to believe that an update would take over a week to load. I have included a snip image of the warning. It would be good to get a resolution to this problem soon. We currently potentially at risk of creating more drawings that we are then unable to access, which is wasted time and effort.

Thanks 

[gautham_kattethota]

Hi @rayTG333 

Its good to hear that the reservation issues have resolved by themselves.  In cases where Fusion does not remove a reservation when it is supposed to, such stale reservations eventually timeout and get removed. Perhaps this is what happened in your case.  Was the reservation appear 'stuck' for a few hours or was it days?

But we would still like to investigate why your team was seeing these issues.  Since the reservation issue was happening for one user in your group, could you ask him/her to generate the log files and send it to us.  The log files are generated when Fusion is used and is maintained for some period of time on the machine.  If the logs still has data from the time the issues were happening, there could be clues we could gather from it.  When you send the log files, also give us a rough indication on the approximate dates the issue was happening.  

And, I have asked someone from the team working on Drawings to reach out to you about your drawing issues.

Thanks
Gautham

[sabadell]

Hi rayTG33,

The first question should be, is this for all drawings or just some of them?

That error is not one I have seen previously, so I am not sure what is causing it. It is a bit of a hassle, but on one of your systems you might try a "clean" uninstall, then reinstall, of Fusion, to see if that makes a difference. Here is an article on the steps to do a "clean" uninstall.

https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/How...

But before that, you might try clearing your local cache (Clear cache data). It could be that the problems you were having with the reservation system have left some problems behind that are only impacting drawings (though not sure why). I would restart Fusion after this, just to really clear things out.

Sorry I don't have a more definitive idea of the problem and solution, but let me know how it goes.

[rayTG333]

Hi, 

Thanks for your help. I have tried to clear the cache and the problem is persisting. I have also asked a colleague to access the problem drawings and they are unable to access them. It appears that all the problem drawings have either been created or edited by one specific member of the team.  I will try the uninstall and re-install option, but really wish I didn't have to mess about like this. For reference this is the warning. 

Thanks 

[sabadell]

Hi rayTG333,

Below, I am quoting another reply to a customer on the forum who had a similar issue. I do not know if this resolved their problem, but thought it might help.

There can be two issues. Automatic updates not working after August 26, 2021 hotfix in Fusion 360 

Or you are running a lab version of fusion 360. I don't know what that is.

There is another factor that I seen before. Which is you are running out of tokens for your session. If you're still on some old version and refuse to update. That can be a factor for that. Just navigate to your account?

Using Fusion 360 on multiple computers 

"Active Sessions Exceeded" warning in Fusion 360 

Let us know if you are able to resolve the issue.

---

[rayTG333]

Hi, 

A fresh install of Fusion 360 seems to have resolved the issue. I am now able to open at least a couple of the drawings (I have only tried a couple so far). It is odd as I thought Fusion was supposed to update automatically? Any way thanks for your help.

Best regards 

Ray