Fusion periodically has a certificate verification issue and stops working

[mnijph]

About a week or two ago Fusion gave me a warning about a security certificate. Then it slowed down and randomly froze, would not download or save files, and issued warnings about once a minute that it was experiencing an unexpected outage.

Going offline worked, but getting back online was a disaster. I eventually closed Fusion and tried to get back in. That gave me a message that insufficient data was saved to go offline, trying online. Trying online failed, and Fusion closed. Reopening to try and gather the log files failed.

I've been struggling with this for over a week and the only reliable solution that worked until yesterday was uninstalling, running the cleaner, rebooting, and reinstalling. This also only reliably worked for a solid 24 hours before Fusion begins freezing up shortly before it issues another certificate error and the cycle begins again.

Unfortunately, I can't get Fusion to start at all anymore, so I've included the log files by hand. It looks like an SSL issue involving OAuth2. Beyond that, I'm totally lost.

1. I've done nothing different. No changes to my computer, internet access, or anything intermediate.

2. I've tried, amongst others, several different articles to find a solution, to no success and searched the forums and Googled endlessly.

3. I have checked and ensured that Fusion is allowed through Windows Firewall.

4. I use NOD32 antivirus software. I've both exempted Fusion from scanning and internet connection monitoring.

Regards,

Jon Harper

[Rushikesh.kadam]

@mnijph sorry for the inconvenience. Can you share an image of the warning about the security certificate?

Also, here are two posts with similar context. Can you check if the solution works for you?

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[g-andresen]

Hi,

Give this process a chance:

Create a new user* (WIN/MAC), install Fusion there and launch the application with your "old" account.

günther

* Avoid special characters

[mnijph]

The certificate error reads the same as the articles you shared, when it appears: "Unable to validate a security certificate. Many times this can be triggered by proxy servers, security software, or out of date OS patches. Based on your preferences, network calls are block by this error. Please visit "Network/Server Verification" preference page if you would like to change this setting."

I've previously seen the articles you linked, which is where I got a temporary fix: switching immediately from whatever proxy mode I am in (Auto, Off, or Windows Default) to any other proxy mode (as far as I can tell). This works once before the following cycle occurs:

- Fusion begins freezing for long periods

- I am unable to save or open files

- Fusion alerts that it has detected an outage

If I quit Fusion or it crashes, starting up again gives the attached errors. Speaking of which, I closed Fusion last night. On opening it this morning, it helpfully provided these errors for me to screenshot and provide.

Followup: as a test, I disabled my antivirus software, Eset NOD32, and opened Fusion. I had previously exempted Fusion in NOD32 but decided to disable it entirely. That did not help and I am still unable to start Fusion.

Lastly, I attached my most recent webservices.log file.

[mnijph]

This did not work, though I thank you for the idea.

1. Fusion asked me to close the session already running on my machine (there was no other session, as it had closed itself)

2. Fusion gave the same error sequence of trying to start offline and then online and closed. It also said my subscription was expired in the title bar (it is not).

3. Going back to my normal user account also did not work.

[mnijph]

@Rushikesh.kadam , @g-andresen :

I just received the certificate warning and dumped my log files. Hope this helps.

[mnijph]

Still ongoing. About to reboot and reinstall again. Every two days, like clockwork.

Any help?

[mnijph]

Okay, another set of log files. This is right after I received this error message:

 

This error message appears after I first start receiving the certificate error. I can trigger it by going offline and trying to go back online or by restarting Fusion (assuming it restarts; usually it goes in to the offline/online stuck mode).

[mnijph]

New behavior: 

I received this after a fresh install of Fusion after running the cleaner. Then I got a certificate error and the process started all over again.

Can someone please respond to let me know that y'all are working on this? It takes an hour out of my day every day now to get Fusion running. I don't have time to do this, particularly for something I'm paying for.

[mnijph]

Since Fusion does not work at all anymore on my desktop, I am trying to work from my laptop.

I can inform you that, yes, this issue is reproducible on another device.

[mnijph]

New error message, a slight variation on the permission error I got yesterday. Restarting Fusion begins the Offline/Online cycle. See attached for error and logs.

[matt.pooley · Accepted solution]

Hi @mnijph 

Reviewing the log files you've provided, it appears that DNS lookup is behaving unexpectedly for you. What I can see is that network calls from your system are being routed to unexpected locations (e.g. developer.api.autodesk.com is being routed to cee.irex.org in one instance)

You mention that a second computer has the same issue, which suggests a network level problem rather than an issue on your machine. Given that, the most likely ways to address this are to reboot your network router or to contact your IT support / internet service provider.

The problem may be more visible by opening the URL 'https://developer.api.autodesk.com' in a web browser.

Regards,

Matt Pooley

On Behalf of the Fusion Dev Team

[mnijph]

Matt -

Thank you so much for getting back to me. I also got an email from support. The rather obvious step of trying a different network didn't occur to me, and that solved the problem on my laptop. I've rebooted my router and it's now working on my desktop, as well. Whether or not this is a temporary fix, we'll know in 48 hours. If it's still working, I'll accept your solution. 😃

Thanks for the help,

Jon Harper