Fusion 360 Gets stuck at the Splash screen and will not load

[pat.fraser]

Hi, Fusion crashed a couple weeks ago while using it and has failed to load since then. I spent a week with Autodesk tech support just sending me different links to try troubleshooting.  None of their suggestions solved the problem. I have read through every post I can with no luck. 

It knows when I am logged in on another computer. Reading through the logs, it appears to be loading all of my cloud data?

HP Spectre 16gb ram, Nvidia GEforce graphics card.

Here is what I have tried:

Spent a week of evening following links from Autodesk support that led me in circles.

Uninstalled/reinstalled multiple times, including clean uninstalls.

Completed several network tests

Tried Repairing Fusion

Tried running as administrator

Updated windows 11 and Nvidia graphics card. (mx150)

Turned off nvidia graphics card

Allowed access to suggested folders in mcaffee

Ensured that proxy settings are unchecked in Internet options.

Turned off Mcaffee scanning and firewall and tried launching

Installed on an inferior laptop and it runs perfectly fine short of bad graphics. 

I can attach logs if someone would like to look through them.

I'm at a loss on what to do at this point. 

Thank you for any help

[RajkumarIlanchelian]

@pat.fraser Apologies that we have not been able to resolve this issue for you. We will check with our support team on what happened here but would appreciate attaching log files here. 

If you disconnect internet and run Fusion 360 in the offline mode, does it launch? We will need to isolate the issue to see if Fusion launches? 

One another thing to try just to eliminate different aspects are, if you quickly create a new user profile and install Fusion 360, does that launch successfully? 

[pat.fraser]

Hi,

Fusion does not load with the internet disconnected.

I made a new account, it let me sign in, create a new team, and then locked up on the same white screen. 

I found some logs in the C:\Users\%%%\AppData\Local\Autodesk\Autodesk Fusion 360\FusionDiagnosticsData\Fusion360DiagnosticLogs\Autodesk Fusion 360\MDN5KZZTB8CT\logs

Folder.

Are these the correct ones? There are 6 in the folder, I have attached the top 3. 

Thank you!

[sutherland-]

Hi @pat.fraser 

Try doing this:

• Launch PowerShell (as Administrator)
• Change directory to %LOCALAPPDATA%\Autodesk\webdeploy\meta\streamer\20220920113000\ (the last bit of digits may vary depending on your version and when you're reading this post)
• Run the following:

.\streamer.exe --process update

• Reboot

[RajkumarIlanchelian]

@pat.fraser The logs did not contain information that could help with the problem. Can you please try what @sutherland- suggested and if this is still an issue can you please do the below for us? 

1. Install process monitor for Windows (Procmon)
2. Launch Procmon
3. Clear
4. Run Fusion 360
5. The monitor will start registering the events
6. Wait until Fusion hangs
7. Now you should be able to Save the process as PML.

Would you be able to attach that here or zip it up and send it to me directly at rajDOTkumarDOTilanchelianATautodeskDOTcom

I am hoping this will give us some more data on where the launch is failing.  

[pat.fraser]

I will try these steps and let you know in the morning.

Thank You!

[pat.fraser]

OK, I tried what @Anonymous recommended. When I did the process update, the black fusion window popped up, similar to doing a system repair from the control panel. I rebooted the computer and it still did not load. 

I ran Procmon and have attached the zip file. it appears that it has a few addresses that it cannot access. For whatever reason when the white splash screen comes up, my Cummins License manager starts, and as I let it hang it continues to try running that manager until I forcefully close Fusion? I have no other programs running when I started procmon. 

[RajkumarIlanchelian]

@pat.fraser Thank you for sending us the files. I am going to send this to our development engineers to see what could be happening here. I will update this post as soon as I know more. 

[RajkumarIlanchelian]

@pat.fraser First check:

Can you go to %APPDATA%\Autodesk\Neutron Platform and see if you have write access to this folder? May be create a folder in that location and see idk it lets you do that? 

[pat.fraser]

I was able to create a folder in that location, and then in the options folder. The read only box is checked for the properties on that folder. If I uncheck it and apply, it goes back to read only once I close the properties window and open it again. 

[RajkumarIlanchelian]

@pat.fraser Sorry for the late reply here but with your latest reply it does not seem to be the folder that is causing the problem as we originally thought per the logs. 

There is another thing we are looking at from a graphics perspective, but can you check the file file and let me know what the value is showing up as? 

1. C:\Users\USER ID\AppData\Local\Autodesk\Autodesk Fusion 360\200708082216087\GraphicsCardInfo.xml

What is the value of the API that shows up? is it Direct X9 or 11?

[pat.fraser]

@RajkumarIlanchelian 

My Graphics card info was in this folder:

C:\Users\Pat\AppData\Local\Autodesk\Autodesk Fusion 360\MDN5KZZTB8CT

It looks like it is set to DirectX 11.0

<FeatureLevel>Feature Level 5_0</FeatureLevel>

<DeviceName>NVIDIA GeForce MX150</DeviceName>

<DeviceID>7440:161</DeviceID>

<Driver>C:\WINDOWS\System32\DriverStore\FileRepository\nvhm.inf_amd64_ae10454e1ce27bd8\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\Fil:30.0.14.7219</Driver>

<API>DirectX 11.000000</API>

[RajkumarIlanchelian]

@pat.fraser Thanks for the confirmation. We want to see if we run this in DX9 if this will start. 

1. Edit C:\Users\USER ID\AppData\Roaming\Autodesk\Neutron Platform\Options\NMachineSpecificOptions.xml
2. Change graphics driver value from Dx11 to Dx9
3. Save - launch Fusion now 

Does it make any difference? 

(IN the previous post sorry about including the 2000*** older name, that should have read YUR UNIQUE ID but you did look at the right location 🙂 )

[pat.fraser]

These are the only details in that .xml file. 

<OptionGroups>

<BootstrapOptionsGroup SchemaVersion="2" ToolTip="Special preferences that require the application to be restarted after a change." UserName="Bootstrap">

<LastUserHubDefault UserName="LastUserHubDefault" Value="1"/>

<LastUserHubUserId UserName="LastUserHubUserId" Value="MDN5KZZTB8CT"/>

<LastUserHubUrlWip UserName="LastUserHubUrlWip" Value="https://myhub.autodesk360.com/ue2a73a2d"/>

<LastUserHubUserRole UserName="LastUserHubUserRole" Value="ADMIN"/>

<IsTOSEnabled UserName="IsTOSEnabled" Value="1"/>

<LastUserHubName UserName="LastUserHubName" Value="Pat Fraser"/>

<LastUserHubEdition UserName="LastUserHubEdition" Value="personal"/>

<LastUserHubHomeUrl UserName="LastUserHubHomeUrl" Value="https://login.autodesk360.com/login"/>

</BootstrapOptionsGroup>

<NetworkOptionGroup SchemaVersion="2" ToolTip="These are a set of options that are used for network access." UserName="Network">

<LastUserOptionId UserName="LastUserOptionId" Value="MDN5KZZTB8CT"/>

<LastFullUserNameId UserName="LastFullUserNameId" Value="Pat Fraser"/>

</NetworkOptionGroup>

</OptionGroups>

[RajkumarIlanchelian]

@pat.fraser Can you please add the below entry to the file and then save/close. Now launch Fusion 360? 

<BootstrapOptionsGroup SchemaVersion="2" ToolTip="Special preferences that require the application to be restarted after a change." UserName="Bootstrap">

<LastUserHubDefault UserName="LastUserHubDefault" Value="1"/>

<LastUserHubUserId UserName="LastUserHubUserId" Value="MDN5KZZTB8CT"/>

<LastUserHubUrlWip UserName="LastUserHubUrlWip" Value="https://myhub.autodesk360.com/ue2a73a2d"/>

<LastUserHubUserRole UserName="LastUserHubUserRole" Value="ADMIN"/>

<IsTOSEnabled UserName="IsTOSEnabled" Value="1"/>

<LastUserHubName UserName="LastUserHubName" Value="Pat Fraser"/>

<LastUserHubEdition UserName="LastUserHubEdition" Value="personal"/>

<LastUserHubHomeUrl UserName="LastUserHubHomeUrl" Value="https://login.autodesk360.com/login"/>
<driverOptionId ToolTip="The driver used to display the graphics" UserName="Graphics driver" Value="VirtualDeviceDx9"/>

</BootstrapOptionsGroup>

[pat.fraser]

@RajkumarIlanchelian 

I added your entry to the NmachineOptions.xml file and it still hangs on the white screen. I reopened the file to verify it had saved, and it had. 

I Open it With microsoft edge, I receive this error:

This page contains the following errors:

error on line 18 at column 1: Extra content at the end of the document

Below is a rendering of the page up to the first error.

[RajkumarIlanchelian]

@pat.fraser @This is getting very interesting that based on every symptom we go down a path and it is basically doing nothing to help. 

will you be open to a call and screen share? I am based in the US west coast but can accommodate anytime based on your availability to do a screen share session to take some more in-depth look. 

Don’t know if you called this out as things that you tried but in this machine if you can quickly create a new user account and install/launch Fusion does it work? 

[pat.fraser]

I’m more then open to you logging in remotely. I have TeamViewer If that is an option for you. I’m also on mountain time. 

I did create a new user with no luck. I can use my account on 2 other computers with no issues. I did add one program to my computer inbetween the last time I used Fusion and it worked, to when it crashed. Not sure if that would have anything to do with it? I really only use this laptop for Fusion and Car tuning. 

[RajkumarIlanchelian]

@pat.fraser @Let me try to schedule a zoom call with you tomorrow and see if I can have another engineer join me as well. We can be flex with the time to match your availability. 

I am very curious now as to why this won’t open on this particular machine. 

[pat.fraser]

Sounds good, just let me know.