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Installation Issue with Fusion 360 - Log File Attached

42 REPLIES 42
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Message 1 of 43
Brandybest
930 Views, 42 Replies

Installation Issue with Fusion 360 - Log File Attached

Dear Fusion 360 Support Team,

I am encountering an issue while trying to install Fusion 360 on my system. The installation process fails, and the error message states that it is not possible to determine the cause of the issue.

To assist you in diagnosing the problem, I have attached the log file as instructed in your error troubleshooting guide.

Could you please review the logs and provide guidance on how to resolve this issue? I am eager to get Fusion 360 running and appreciate your support in resolving this matter.

Thank you for your assistance.

Best regards,

42 REPLIES 42
Message 2 of 43

@Brandybest Can you please try the below?

1. Make sure that Fusion installer is not running in task manager
2. Go to C:\Users\user\AppData\Local\ Autodesk\DELETE the following folders – Webdeploy,Web Services, Identity services, Autodesk Fusion 360 ((IF you do not have any other Autodesk products installed, delete the Full Autodesk folder) 
3. Delete the shortcut that is used to launch Fusion
4. Restart your machine
5. Do not use the same Fusion installer. Can you please download the installer again
6. Now install again

Rajkumar Ilanchelian
Autodesk Fusion

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Message 3 of 43
Brandybest
in reply to: Brandybest

Thank you for your response. I followed your instructions, but please find attached the screenshot.

Fusion opens but then freezes and becomes unresponsive, leaving me stuck.

Message 4 of 43

Thank you for your response. I followed your instructions, but please find attached the screenshot.

Fusion opens but then freezes and becomes unresponsive, leaving me stuck.

Message 5 of 43

@Brandybest The image looks like it is windows. Can you restart your machine, launch Fusion and then collect these logs to post here please? 

https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/How...

Rajkumar Ilanchelian
Autodesk Fusion

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Message 6 of 43

Following your instructions, please find the log file attached.

Message 7 of 43

@Brandybest Can you please attach the identity logs and application logs as well please? The install logs won't help since the product is successfully installed. 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 8 of 43

Sorry, please find the log files attached

Message 9 of 43
Brandybest
in reply to: Brandybest

Here is the last log file

Message 10 of 43
Brandybest
in reply to: Brandybest

sorry the last one

Message 11 of 43

@Brandybest It looks like it is struggling to find your hub. Can you direct message me your email used to register for Fusion? I want to check in the backend for your default hub. 

Also can you tell me if you can login to https://login.autodesk360.com/login

Rajkumar Ilanchelian
Autodesk Fusion

Join Fusion Insider

Message 12 of 43

franck.wystyrk@gmail.com
Message 13 of 43

@Brandybest Thank you. The backend looks good.

1.Can you let me know if logging into https://login.autodesk360.com/login works? 
2. Do you have other Autodesk products on this machine? 
3. Can you go to and add this log as well? 

  • Windows OS: %localappdata%\Autodesk\Identity Services\Log\IdServices.log
  • macOS: ~/Library/Application Support/Autodesk/Identity Services/Log/IdServices.log

4. If you connect with a different network like saw a mobile hotspot, does Fusion start now? 




Rajkumar Ilanchelian
Autodesk Fusion

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Message 14 of 43

  1. Can you confirm if logging into https://login.autodesk360.com/login works?
    Yes, it does. Please find the screenshot image attached.

  2. Do you have any other Autodesk products installed on this machine?
    No, I don’t have any other Autodesk products.

  3. Can you go to the following location and add this log as well?
    Windows OS: localappdata\Autodesk\Identity Services\Log\IdServices.log
    The log file is attached to this message.

  4. If you connect to a different network, such as a mobile hotspot, does Fusion start now?
    I tried with my cellphone, but the result is the same.

 

Message 15 of 43

@Brandybest Thank you for the details. While I look at the last log in Fusion team when you logged in if you select a file and say "Open in desktop" does that work? 

Asking a lot of questions here so that we can nail down where this issue is coming from. 

Rajkumar Ilanchelian
Autodesk Fusion

Join Fusion Insider

Message 16 of 43

@Brandybest one another question, when you launched Fusion, I assume you were asked to login and you were able to successfully authenticate and then Fusion gets stuck. Right? 

Rajkumar Ilanchelian
Autodesk Fusion

Join Fusion Insider

Message 17 of 43

I tried that, but unfortunately not. It still doesn't work
Message 18 of 43

No, there’s no login prompt. It loads, the window turns white, and then it says "Not Responding."



No, there’s no login prompt. It loads, the window turns white, and then it says "Not Responding."


No, there’s no login prompt. It loads, the window turns white, and then it says "Not Responding."






Message 19 of 43

@Brandybest Ok. That is not right and first let's try to fix that. 

Can you please try the below? 

  1. Close Fusion
  2. Go to  C:\Users\<USER>\AppData\Local\Autodesk\Identity Services\idservices.db
  3. Now launch Fusion

Rajkumar Ilanchelian
Autodesk Fusion

Join Fusion Insider

Message 20 of 43

Hello,
I'm sorry, but I don't fully understand what you mean by "Go to C:\Users<USER>\AppData\Local\Autodesk\Identity Services\idservices.db."
What exactly do I need to do with the idservices.db file, please?

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