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Cannot Upgrade Software

19 REPLIES 19
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Message 1 of 20
billybobreams
561 Views, 19 Replies

Cannot Upgrade Software

Fusion wants to upgrade software but gives me an error box with some type of data base corruption reason.  I recently upgraded my iMac to Sonoma OS.  Can anyone help me?  I attached autodesk ewbdeploy.streamer.log

19 REPLIES 19
Message 2 of 20

@billybobreams Thank you for sharing the logs. Please follow this article for resolution - https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Unable-to-update-F...

Rajkumar Ilanchelian
Autodesk Fusion

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Message 3 of 20

I followed the link and deleted the file and rebooted my machine but fusion will still not install and gives the same error message screen. 

Message 4 of 20

@billybobreams Hmmm. This is interesting. Let's take this approach.

1. Ensure that in task manager there is no installer or Fusion.exe running
2. If there is any short cuts of Fusion present on the desktop, lets delete that
3. Go to C:\Users\(username)\Appdata\Local - Delete folder AUTODESK
4. Restart your machine (this is important)
5. Install now

Does that help?

Rajkumar Ilanchelian
Autodesk Fusion

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Message 5 of 20

I am running this on a MAC so do not have a C: Drive to check what you recommended.  I am attaching the error log file.

Message 6 of 20

@billybobreams My apologies for not paying attention to the Mac piece. Can you go into the below location and attach a screen shot of what you see in those folders?

~/Library/Application Support/Autodesk

Rajkumar Ilanchelian
Autodesk Fusion

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Message 7 of 20

I no longer have the autodesk folder under the library/application/support I thought you told me to delete it so I did.  Are there some files that should left in that folder???

Message 8 of 20

@billybobreams I did not realize that you deleted it when I called it out for the location from Windows. I assume you deleted this folder and tried to install again and got the same error? 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 9 of 20

Yes I deleted the folder and still have the same issue trying to install the application. I added an empty folder back in the library called autodesk but that did not help anything either. Where do I go from here to get fusion back installed and working on my mac. I would hate to have to restore my mac from a previous date and then try and upgrade fusion and then go through the process of upgrading the mac os to the current version which is needed for some other programs I run. Please advise…..
Message 10 of 20

@billybobreams Can you try one more thing for me to at least get you going here. Quickly create a new user account and install Fusion, does that work? This will help understand if it is an environment inside the current user account that is causing the issues. 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 11 of 20

I created a new account with a different email address and downloaded the free trial of fusion 360 and it did not install I got the same error message.. the new fusion account is breams@charter.net my current one that I have purchased fusion 360 is billybobreams@gmail.com
Message 12 of 20

@billybobreams @Sorry I should have been more specific. I meant a new Mac user account on the same machine. 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 13 of 20

OK I set up a new User Account on my Mac and downloaded and successfully installed fusion and was able to see my designs. I went back to my old original User Account and still have the same issue when I try to install fusion on that account. We are getting closer now how do I get fusion to install under my main user account on my Mac?
Message 14 of 20

@billybobreams This is progress. this shows that it is not the OS or the machine but just something in the user account and the environment that is blocking Fusion. 

Which timezone are you from? Wondering if we can arrange for a call to see how we can clean things up on your machine and get the user account operational. 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 15 of 20

I am in Texas Central Time Zone.
Message 16 of 20

@billybobreams I am pacific time zone. If you can direct message me your email and a couple of time slots that you will be available I can send a zoom request to login and screen share and see what could be happening. 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 17 of 20

Sorry, I had the stomach flue today and just saw your email. My primary email is breams@charter.net My name is Bill. I am open all afternoon Friday March 8th starting at 3pm central time. I could not figure out how to DM you so just responded here with my email. I look forward to resolving this issue.
Message 18 of 20

@billybobreams Thanks for the details. I will set up a call. 

Rajkumar Ilanchelian
Autodesk Fusion

Join Fusion Insider

Message 19 of 20

@billybobreams I have sent you an email with a zoom invite for 3Pm your time. 

Rajkumar Ilanchelian
Autodesk Fusion

Join Fusion Insider

Message 20 of 20

Thank you very much for fixing my Fusion install issue. You hung in there with me and got to the bottom of it and fixed it. Much appreciated.

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