Login via browser fails for Premium account, but not for trial account?

[Laura_Luong]

Hello

I am the IT admin for my company and trying to install Fusion360 for one of our engineers.

We have a fully paid premium licence for them,

however after successfully installing Fusion360 to dekstop, it asks to login via browser (Chrome/firefox).

So I log in as them, and click to return to the desktop app.

But desktop app freezes, come up with an error (see attachment) and returns to the browser, saying you've logged out.

Despite choosing to try login again, this keeps looping and not ever letting me into the desktop app,

even though the login is successfull, correct name/password/everything OK.

I've read through numerous support articles for this glitch, but nothing that correctly addresses the problem.

Moreover, I created a basic trial account for myself, and attempted to login with that,

and it worked!

Fusion360 desktop app started up fully and I was able to draw and use the program.

I then log out, and try to swap to the PAID account, and get the same error as below.

So bottom line:

its not the problem of browser,

not the problem of my PC (tried this on 3 different PCs, same issue)

not an issue with Fusion360 desktop app - proven to work

not an issue with the account - fully paid account that I can access as a full premium member...

And no, we don't have any proxy server/firewall settings prohibiting login.

Please help!

[RajkumarIlanchelian]

@Laura_Luong Would you be able to send log files from this machine? Here is what you can do:

1. Go to add/remove programs - Find Autodesk Fusion 360
2. Click on change/modify and this should launch the Fusion 3360 service utility (another way to launch it is while Fusion 360 is launching you can click on Ctrl+Shift)
3. in here please first run the reset Fusion 360
4. Now close the Fusion service utility 
5. Open Fusion 360 and use the account that you are having trouble with and perform the loop workflow
6. Now close Fusion 360 
7. Launch the service utility again and this time run the gather system info
8. This should generate two zip files. The diagnostic logs.zip is the one that we will need

Please attach the zip files here. 

One other thing to try is 

1. Go to https://login.autodesk360.com/login
2. use the login that you are having trouble with to login 
3. Once you are logged in - try to start Fusion 360 and does that help to establish any connections? 

[Laura_Luong]

Hi

thanks for your reply / advice

please find below the logs generated after performing another loop of the login attempt.

I have no trouble logging into the Autodesk site/portal or user profile of this person.

[RajkumarIlanchelian · Accepted solution]

@Laura_Luong Can you please Close Fusion 360, restart your machine and login again? This time it should work. You had a hub that was not active. We have made the change in the backend and this should help you login. 

[Laura_Luong]

Hi Rajkumar,

thankyou kindly for your support - I can now confirm the Fusion360 app works correctly for the intended user.

Could I please enquire as to what the fault was?

you said "made change in the backend" - was this related to anything we could have done from our side? or for that matter could have CAUSED from our side?

What exactly does "hub not active" mean in the context of this software?

[RajkumarIlanchelian]

@Laura_Luong @Glad to know it is working now. What we found in the backend was a state where you created the account and a hub was created for you but has not completed verification (as in an email with a verification link is sent and if that is not yet clicked it falls into this state). Do you remember receiving an email and completing verification?

[lrames]

Hello,

I am having the exact same problem when trying to use my fully validated education account. Please could you assists?

Many thanks,

Luke

[RajkumarIlanchelian]

@lrames Can you direct message me your email ID that was used to register the account?