Login failed, restored from backup, can't go online

[Anonymous]

Autodesk login forced me to create a new group. I didn't realize I was relinquishing my existing account, but I can no longer log into it. I've recovered my data locally by replacing my content with a backup of the Fusion folder. The backup has the data I want to access. It's a Mac, so it's in 

~/Library/Application Support/Autodesk

Now I need to find out how to sync the active local instance with the network instance so that I no longer receive the following message when attempting to view online progress:

"View Job Status
Working Offline: Outage Detected
• We've detected an unexpected outage.
Fusion is temporarily in offline mode. This is affecting all online workflows. We're working on bringing Fusion back online ASAP."

[RajkumarIlanchelian]

@Anonymous 

1. I assume when you said you were forced to create a new group that it asked you to create a new team hub? 

Note that in the data panel at the top corner there is a dropdown that you can use to get to your older hubs. 



2. Regarding the Fusion not going online, can you try this one? Logout of Fusion. Close Fusion. restart your machine and now get back into Fusion. Does that establish the connection? 

[Anonymous]

Thanks. There's no other team hub available in the dropdown, just the one that was created by mistake shortly before I posted the question. I tried to reset Fusion using the Service Utility, then I couldn't successfully launch Fusion. I removed the folder I had restored from local backup, then allowed service utility to reset and start with a clean slate, but it appears that I have lost all access to or ability to recover my previous data. I blame this on the Fusion login method at accounts.autodesk.com. It had obviously cached some information about the previous account on my local system that became corrupted through use or maintenance, and when I logged out and back in (although I have done that many times without any problem) determined that my account needed to be created again, but in a way that closed access to my previous work.

[RajkumarIlanchelian]

@Anonymous Can you confirm that you have been using Fusion for a few days/months now and then you were asked to create a new hub? 

Can you also direct message me your email that was used to register Fusion? I hope you did not create multiple accounts with different email? 

[Anonymous]

I have been logging into Fusion with my current email address for several months. June 27 was the first day I was directed to create a new account team name. It appears that a new account was created that supplanted the existing account because after first logging into the account with the new team hub, my educational license was gone, and I went to the edu portal to re-request it. I’m not sure how to identify the email that you have requested by way of direct message, but I will search for it. Thanks.

I see now that you were asking for my email address, not an email message. Thanks again.

[Anonymous]

I’ve been considering your last question. I do believe that’s exactly what happened, that I have created multiple accounts (only 2) with multiple email addresses (2). But I did so unintentionally only by following the direction to create the new team hub. The email address associated with my previous account was changed months ago, but no new team hub name was required until yesterday.

[RajkumarIlanchelian · Accepted solution]

@Anonymous Two email will lead into two separate/different accounts. Can you login to your other email account and see if all your files are back where it needs to belong? 

[Anonymous]

That's the first thing I tried of course. Yesterday, it gave me an error. Today, it lets me log in. I need to try to launch my local instance of Fusion while logged in this way to see if my previous team hub can be accessed. Please tell me how to do that. Remember, I'm using macOS. Thanks again.

This reply was made in error. The browser appears to have substituted the cached credentials for my current account, which allowed me to log in. Clearing caches and trying to log in  with original credentials again has not been successful. I am not able to use the "Forgot?" feature because I can no longer receive email at that address. But, as I said, the email for this login was changed months ago, and I've been logging in using the updated address with browser caches emptied with no issues until yesterday when I was directed to provide a new team hub name.

[Anonymous]

Although I logged into accounts.autodesk.com using the account name that had previously been associated with the team where my previous content was created, the team hub is still the same as the one created yesterday, the team for which no production data yet exists. I'm still not able to access the previous team hub using the menu that is named for the new (empty) team hub.

[RajkumarIlanchelian]

@Anonymous Can you direct message me both the emails involved then? We have to check in the backend to see what is happening. 

[Anonymous]

Direct message sent. Thanks!

[RajkumarIlanchelian]

@Anonymous @Check and reply will be delayed going into the weekend but I am certainly checking with our internal team. 

[Anonymous]

Thanks a million!

[RajkumarIlanchelian]

@Anonymous @I don’t see the direct message. Can you please send it directly to me Raj.kumar.ilanchelian@autodesk.com and yes I meant the two email IDs 😃

[Anonymous]

Sent.

[Anonymous]

Thanks!

[Anonymous]

Old email address still works, although I had been informed by the email administrator that it would be disabled. I was, after all, able to successfully execute the "forgot password" function.