Crashes on restart when I engaged the "spacemouse" preview feature.

[Anonymous]

Having the issue with Windows. Tried every solution possible and still getting the issue.

1. Crashes on Fusion startup. Sometimes after a clean reinstall it started up once and not again.

2. Crashes on restart when I engaged the "spacemouse" preview feature.

3. Crashed during work initially.

1. OS - Windows 10 latest update (version 21H1, build 19043.1320)
2. Did you update OS version? If so to what version did you update?
3. Does Fusion crash after it has launched or is Fusion hanging on launch?
   1. Initially crashed during work now it crashes during launch
4. Are you on version 2.0.11415 (at the time of this message) ? -> Yes
5. Can you collect webservice logs and application logs per this article and attach here?
6. Can you also please collect your system info file 
7. 1. Type in System Information in your Windows search box and Open the resulting OS application
   2. Go to System Summary -> Software Environment -> Windows Error Reporting
   3. Go to File -> Export and save it  in a location of your choice
   4. Send us the resulting file

The fact that you do not have any rollback option or older version is disqualifying for me if I'd like to start using this app commercially. Maybe the Mac issue would not be easily resolved by it but the Windows issue just might.

[RajkumarIlanchelian]

@Anonymous thank you for providing us the details. We are taking a look to see what else could be happening in this situation. The other crashes on windows seem to go away on a new install. 

Just to confirm if you do NOT enable the space mouse preview, do you still crash on start? 

Also, with any recent updates of Windows, can you please check to see if all the graphics drivers are also updated? 

[Anonymous]

Yes, I still get the crashes even after a new install and preview feature for spacemouse turned off. Sometimes after a clean install Fusion starts once and never again.

Also, my whole system and drivers are up to date.

[RajkumarIlanchelian]

@Anonymous Thank you for confirming. The logs shows us some insights into colliding python files. 

1. Can you please go to C:\Users\USER ID\AppData\Roaming\Python\Python37\site-packages\numpy

2. Remane that bumpy folder

3. now launch Fusion 360

Does it launch correctly?

[Anonymous]

In the folder [..]/Python/Python37 I do not see any folder with the name 'site-packages'. The is only a folder 'comtypes_cache'

There is on in the Folder [..]/Python/Python39 but there is no folder or file with the name numpy

[RajkumarIlanchelian]

@Anonymous Scratch the thing about Python folders. We are digging more into your logs to see what I happening. Per the initial check the logs does show that a clean uninstall should have gotten you back but we are trying to see why it did not work for you. 

[Anonymous]

I have one other thing that shows up every time after a fresh instalation

 

[Anonymous]

Can't you just rollback the update and fix the issue internally? I get it that it may be not according to your policy but is it really worth the applications trust that people put in it?

Me and many other people are unable to do anything with our projects. If I ever consider using this in a professional setting I'll have to think twice before any decision is made as the reliability is very bad.

[RajkumarIlanchelian]

@Anonymous Your logs are showing a completely different issue that we suspect is not due to the update (and if this was a simple revert of any changes we made to make this work, we would have gladly made this change and pushed out an update). 

Would you be available for an online call (a zoom call with our engineers who can take a look at your machine? If you can pass along your time zone and if you will will available, I can schedule something)

[Anonymous]

@RajkumarIlanchelianreagrding a call would be pretty good idea. Would Tomorrow (8.11.2021) at 11.00 AM Polish time be fine?

[Anonymous]

Hi @RajkumarIlanchelian 

I think I have an update in my situation. The issue is with Fusion 360 doesn't seem to be compatible with the 3DConnexions Space Mouse Enterprise after restart. F360 worked a couple of times after reinstalling. After connecting the Space mouse with the PC, F360 stopped working immediately. I've tested the older and newest drivers for the space mouse, both do not work so this is a compatibility issue with F360.

This is the most important tool to work with 3D CAD tools so fix it please ASAP.

[lance.carocci]

@Anonymous,

Your Windows error report mentions a few faulting applications that could be potential clues.

The faulting application name is 3DxProfileServer.exe, which suggests the SpaceMouse driver service is crashing. This is not something I can reproduce on my end, but as you are based in Poland, I thought I'd ask what the locale settings for this device are - is it set to Polish or any other non-English locale? I would like to try replicating your Windows configuration as closely as possible, in case it's a factor.

Next, I noticed AWCC.exe, which I believe is the Alienware Control Center. Alienware is a Dell brand, and there are known conflicts with Dell's Qt Framework-based software (usually their Backup and Restore suite) and other Qt-based apps. My first suggestion would be to try updating this application and see if it improves; if not, disable this app from auto-starting and check; finally, you might try completely uninstalling it, and see if the behavior persists, then reinstalling to see if it returns.

Next would be KNDBWM.exe and KillerAnalyticsService.exe - I believe this is the software for the "Killer"-branded Intel gaming network cards. This is crashing at the same time as AWCC.exe, again possibly pointing to AWCC, or possibly the Killer drivers themselves. I'm not sure if it's possible to run your network interface without this service running in the background, but ruling this out would also help.

Razer Synapse Service.exe is also worth updating, disabling, or uninstalling, as this is another input-management profile service that could potentially conflict with others. There are many Windows Watchdog kernel violations present, which often indicates a physical hardware incompatibility or driver issue - I wonder if Razer is reacting to the presence of the SpaceMouse hardware being plugged in, or some other driver somewhere is out of date. Do you experience any system crashes/blue screens in these scenarios, or just Fusion and SpaceMouse?

Lastly, there is pcdrsysinfosoftware.p5x, which I believe is PC-Doctor antivirus or antimalware - is it possible to disable or uninstall this for testing?

Thanks for your patience while we investigate this issue. I know there's a lot of variables here to rule out - if time is sensitive, I would check AWCC.exe and KNDBWM.exe, as these appear most frequently. In the past, we have seen gaming software (e.g. Nahemic positional audio drivers) attempt to hook into Fusion 360 by detecting its graphics system as a game, so this is my current theory until we can find more clues.

[Anonymous]

I did most of the checks. Razer Synaps, pcdrsysinfosoftware.p5x and Alienware Controll Center are not the culprits as the only time Fusion 360 dies is when 3dxware is installed (using the currently latest version 10.8.3.3389).
My whole machine is fully up to date.

Even with the newest version of Fusion the issue with the 3xdware driver persists.

[lance.carocci]

Thank you for checking. We are investigating this, though I do not have any updates to share at this moment.

[Anonymous]

There is also a very weird thing happening.

1. All 3dxware processes are shut on the machine

2. Initialize Fusion 360

3. @2 3DxProfileServer.exe processes start automatically (3DxWare 10 application still not enableed)

4. Fusion 360 crashes

I don't think there should be 2 instances of 3DxProfileServer.exe process running but they are started by Fusion 360 on startup. It may be an issue with Fusions 360 interface drivers that badly interact with the 3DxWare drivers.