Fusion 360 hangs on startup

[elmer.brannstrom]

I've recently installed fusion 360 after I reset my mac. When I try to launch it just gets stuck on the splash screen, the cursor becomes a rainbow spinning wheel and fusion doesn't actually startup. I've tried waiting on this screen for half an hour without anything happening. I've also tried using Autodesk Fusion Service Utility to both reset and repair the installation individually and combined. I've tried doing a clean uninstall and installation of fusion multiple times but to no avail. I've found some guides that seemingly have the same problems as me but when I try to follow their solutions, I find that the files they are referencing don't exist on my system, almost as if the installation is incomplete. I'm also on the latest version of macos and I've tried restarting the computer. Im really stuck and i need fusion for an assignment in school. Any help or ideas would be appreciated.

[RajkumarIlanchelian]

@elmer.brannstrom @Please collect the log files for us. 

1. Go to launchpad 

2. Run Fusion service utility 

3. Gather system info 

4. Please attach the Fusiondisgnosticslog.zip

[elmer.brannstrom]

a

[elmer.brannstrom]

I tried twice, restarted my mac and tried again. All three times resulted in a memory leak. See the attached image

[RajkumarIlanchelian]

@elmer.brannstrom 

1. Are you on multiple monitors? If so can you disconnect and see if that helps? 

2. For the logs you can get them manually:https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/How...

We will need the install, application and service logs. 

[elmer.brannstrom]

1. I do not have any connected screens I have a MacBook Air.
2. There were no service logs. The folder directed to by the support page didnt exist. The install log and the latest application log are attached.

[RajkumarIlanchelian]

@elmer.brannstrom Thanks for the logs. Can you do a couple more tests, please? 

1. Can you connect to a different network, like a cell phone hotspot and see if Fusion launches? This will show us that it is likely a network issue. 

2. Are you able to successfully login to - https://login.autodesk360.com/login

[elmer.brannstrom]

1. I've now tried launching on school wifi, home wifi and hotspot. None work and I have a stable connection in all three cases. What makes you think it's a network issue? I've attached the log of the latest attempt using hotspot in case it's relevant.
2. I am able to log in using the provided link.

[asa_nyrenR6VAM]

I'm the teacher of this student. I have two students with the same problem. We don't know what to do next.
/Åsa

[RajkumarIlanchelian]

@elmer.brannstrom Its good to know that different networks cause the same issue. This is a test we run to make sure that network is not involved. Typically Fusion getting stuck like this is either graphics or network. 

1. Multipl monitors - No
2. Network - NO


Here are a couple more tests we need (since the logs are not even reaching a point where it registers anything). 

1. Can you please quickly create a new user account on the same machine and try to install Fusion and see if that launches? 

2. Also , in the current machine, can you go into your settings - accessibility and disk access - can you make sure that Fusion has access? It could be possible that these impact the permissions for Fusion to launch. 

[elmer.brannstrom]

1. I uninstalled my current installation of fusion, created a new account, logged in and dowloaded the installer. The installation process was the same as before and fusion still did get past the splash screen.
2. Before creating a new account and reinstalling I tried giving fusion full disk access. It didnt work before reinstalling or after resintalling with a new account.

[RajkumarIlanchelian]

@elmer.brannstrom Not user specific, not network specific and not multi monitor. From the logs since it is not even hitting the point where we can write data to the logs, something is blocking it from launching. 

1. IF you disconnect from Internet and launch Fusion, is it getting at least further from where it is getting stuck? 

2. If you go back into the Fusion service utility and run the network diagnostics - Is it reporting any failures? 

[elmer.brannstrom]

1. Disconnecting from the internet and trying to launch did not get any farther than before. I checked the logs and it stops at the same point.
2. Most of the network tests passed, the only one that failed was to mcmaster.com/shell.aspx, an image of the results is attached. I am able to connect to their website normally through the browser.

[RajkumarIlanchelian]

@elmer.brannstrom hmmm. So this is really interesting that even in the offline you are having the same experience. Regarding the failure in network diagnostics the failure that you saw was ok. It is not related to the issue we are seeing. 

1. Just to get another one out of the way, is the system time correct? Just sometimes if the system time is not in sync we could see Fusion launch failures. 

[elmer.brannstrom]

Thats an interesting quirk, but no. My system time is correct.

[RajkumarIlanchelian]

@elmer.brannstrom Wow. this is really starting to get interesting. Since there are no meaningful logs it is getting difficult to get to where the issue is. Couple more things:

1. Apple menu > System Settings, click Network - then click Firewall - can you turn off the firewall and now launch Fusion? I want to see if anything in the firewall is preventing it from going? 

2. macOS: Macintosh HD>Users>(username)>Library>Logs>autodesk.webdeploy.streamer.log - do you see the install logs in this location that you can share? 

[elmer.brannstrom]

1. Firewall has been off for all attempts.
2. The log is attached. Ive shared the log from an earlier install attempt in an earlier reply.

[RajkumarIlanchelian]

@elmer.brannstrom Thanks for the logs. I am checking it but can you tell me where are you launching Fusion from? 

[elmer.brannstrom]

I am launching fusion from the launchpad and sometimes spotlight. I've tried launching it both normally and through the service utility. 

[RajkumarIlanchelian]

@elmer.brannstrom Well that is not it either. Just to get this also out of the way

Go - go to folder - type ~/Applications/ - can you launch Fusion from here?