Cannot upload files anymore

[m.britovsek]

Hello all,

as the title says i am getting errors in F360 when saving/uploading files for 3 weeks now.

any insight?

 

[RajkumarIlanchelian]

@m.britovsek Can you please collect the log files for us? 

1. Go to Help - Support and diagnostics - Fusion service utility 
2. Run the gather system info 
3. Attach the Fusion diagnostics log.zip file here please

a.Also, do you use multiple machines to work on Fusion? 
b. Most of these kinds of failures are due to network issues. Can you run a network speed test on your machine and let me know what you see? 

[m.britovsek]

Thank you for the quick reply.

I only use F360 on this PC. Ive loggeda few times into F360 from home but that was 5-6 months ago.

Ookla test Showed 50 mb/s download and 8mb/s upload.

The diagnostics log is 71MB (.zip)and is too big to be uploaded on the forums.🤔

EDIT: I also suspect that the problem is in out networking/firewall.

[RajkumarIlanchelian]

@m.britovsek 

That is a rather large log file. Keep this zip file handy and I can ask you to run a couple more things. I am sure we can track this down but at the same time also afraid we may lose some of the versions in the process. 

As for the logs one way you can share is to create a tmp project in Fusion and add this log in there and invite me to that project (rajDOTkumarDOTilanchelianATautodeskDOTcom).

1. In the Fusion service utility please also run the "Reset Fusion" and then launch Fusion again and see if that helps to clear the files stuck in the queue. 

2. To determine if it is the network, would it be possible to connect your network to a hotspot (say from your mobile for example) and then see if you can upload small files or have issues opening the designs etc? 

[m.britovsek]

Ive tried "Restet Fusion" but it didnt work/function so i tried to repair F360 and it said that the client is open on a other PC(?) proceeded and it also didnt work and asked me to go to task manager and force close node.exe and after closing couldnt proceed, so i simpy uninstalled and reinstalled and now i cant acess the any of the files that i have on the cloud the same for the tool library.

[m.britovsek]

Closed F360 and unplugged the internet cable and restarted the PC i can now access all my projects but it seems that ive lost al changes and 3D models that werent "uploaded".

any fix??

[RajkumarIlanchelian]

@m.britovsek 

What is likely happening is that the latest version of these files were not uploaded the cloud and now it cannot find the latest version to open it. 

Can you invite me to your project if that is possible? rajDOTkumarDOTilanchelianATautodeskDOTcom? 

For one of the model , can you expand the versions in the data panel, open the one that is last available in there, and then save that as the latest version? Does that fix the problem as in you are able to save new versions (this will mean that the versions that did not make it to the cloud will be lost). 

We still have to get to the bottom of why this happened in the first place. The fact that you got the message that Fusion was running on another machine concerns me. Do you and any other collaborate on these models? 

[RajkumarIlanchelian]

@m.britovsek 

"it seems that ive lost al changes and 3D models that werent "uploaded".

Unfortunately no. Are you now able to open a design that you had trouble with and able to make a new version save of it? 

[m.britovsek]

No, no one else on the project except me, and i cant seem to invite as i am not an admin or moderator of my own project?🤔

Normally on start F360 would prompt that the account is being used on a other PC but this didnt happen since i havent used f360 at home.

For the lost 3D models it is not  a big worry since there were only a few prototype Fixtures, the bigger problem lies in the CAM programs and tool library since ive lost all the changes and speeds and feeds that were running great.😑

[RajkumarIlanchelian]

@m.britovsek 

hmmm. looks like a lot of things to fix here so that you don't experience this again. 

First things first, I want to understand why you are not able to invite. If you go to the drop down in the data panel as shown , how many hubs do you see in there? Can you also please direct message me the email ID that you used to register Fusion? I can check in the backend to see what could be happening.

[m.britovsek]

Only one. (If i am looking at this correctly)

I should also mention that on startup i get this message

EDIT: i cant find the direct message option.

EDIT 2 : ive messaged you the email address

[RajkumarIlanchelian]

@m.britovsek 

1. The backend shows that the hub of course does belong to you and that you are an admin to the project. I am going to check with out backend team to see what could be happening here. 

2. Regarding the certificate, is this something that just started appearing? Can you confirm that your OS is up to date? 

[m.britovsek]

I think the warning started to appear some time before the upload problems.

It seems ive lost the whole tool library, can anything be done about this??

[RajkumarIlanchelian]

@m.britovsek Regarding the tool libraries I am going to have another engineer from our team reach out to you. 

For now please keep that Fusiondiagnosticlog.zip file with you as a back up. I am not sure yet but it could be possible that that zip file could have the file. 

Someone should respond here after I have had the internal conversation. 

[seth.madore]

@m.britovsek can you go to this location and share a screenshot of what you find?
%localappdata%\autodesk\autodesk fusion 360\<userid>\W.Login\M\Backup

For example, I see this:

This directory is your offline cache of all your cloud libraries; tools, posts, machines, etc. 

[m.britovsek]

@seth.madore 

@RajkumarIlanchelian 

The OS is also up to date.

[RajkumarIlanchelian]

@m.britovsek  It is thanksgiving holidays here in the US and Seth likely won't be able to respond for a couple of days and so will I. 

As Seth called out can you go to the M folder and also not in the unknown user - It should be in a folder that has unique characters. 

Yesterday you captured log files, do you still have them? 

[m.britovsek]

Yes i still have the diagnostics zip.

I followed the path that Seth wrote down and that is the end result(unless i am doing something wrong which i dont think i am) See The Pictures.

[RajkumarIlanchelian]

@m.britovsek @In the image you scraped out an ID right go into that folder to find the M drive. 

[m.britovsek]

All folders are empty.