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Stuck at login screen

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Message 1 of 41
eparcoDJYB4
2258 Views, 40 Replies

Stuck at login screen

I am stuck at the welcome screen, where i need to log in. Webbrowser won't open, reinstall doesn't help. Any ideas?

40 REPLIES 40
Message 2 of 41

@eparcoDJYB4 @Is this on windows or Mac?

Rajkumar Ilanchelian
Autodesk Fusion

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Message 3 of 41

Based on the minimize/maximize buttons in the top right, it looks like Windows. Or does it look the same on Mac and not the standard red/yellow/green?

 

Edit: Yes, I just verified, on a Mac the Fusion 360 login screen has the standard red/yellow/green in the upper left.

Message 4 of 41
eparcoDJYB4
in reply to: eparcoDJYB4

Yeah its on windows 11 

Message 5 of 41

@eparcoDJYB4 Ok. Couple of things to try and I think we will fix this:

1. Follow the instructions in this post https://forums.autodesk.com/t5/fusion-360-support/sign-in-via-browser-on-fusion-360-doesn-t-open-bro...

Please let me know if this helps.

Rajkumar Ilanchelian
Autodesk Fusion

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Message 6 of 41
eparcoDJYB4
in reply to: eparcoDJYB4

Solutions didn't work for me.

Tried to run it without admin rights, clear cache of my webbrowser and changed standard browser to edge.

I couldn't test the last option because I don't have an identity manager running

Message 7 of 41

@eparcoDJYB4 Ok. The admin was the one that I really wanted to see. There re a couple more things and this should get it done. 

1. go to Add/remove programs under the windows settings and check whether the WebView 2 is already installed. If not, then visit the Microsoft page to download it from https://developer.microsoft.com/microsoft-edge/webview2/#download-section. You should use the Evergreen Standalone Installer to resolve the issue.

2. If this does not resolve the issue - this should certainly be the one that addresses it - https://www.autodesk.com/support/technical/article/caas/tsarticles/ts/7zbgTemIhA3ltRs4eACL0g.html

Rajkumar Ilanchelian
Autodesk Fusion

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Message 8 of 41

I already have webview 2 installed and the identity manager didn't help.
Message 9 of 41

@eparcoDJYB4 Hmmm. Ok. Will have to look at your log files. I was really thinking the identity manager will do this. 

So just to take any assumptions away:

1. You launch Fusion 360
2. When you click on sign in - No browser launches, right? 

Log Files - While launching Fusion 360 if you click on Ctrl+Shift, this will launch the Fusion 360 service utility. In there can you please gather log files and attach the diagnostic logs.zip here please?

1. Run as administrator did not work
2. WinView2 is already installed
3. installing the new version of Autodesk Identity manager did not work 
4. Can you update the AdSSo component too please - https://www.autodesk.com/support/technical/article/caas/tsarticles/ts/A785RG35hP8oUR96WrYkn.html

The logs also will help see what is happening. 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 10 of 41

Updated the AdSSo component, didn't help.

Logs attached.

Message 11 of 41

@eparcoDJYB4 See this in the logs:

ERROR] Failed to launch SSO process C:\Program Files\Autodesk\AdskIdentityManager\1.9.18.0/AdskIdentityManager.exe

1. Taks manager - close Any Fusion .exe and if there is any Autodesk Identity manager.exe
2. Restart machine
3. Go to this location 
4.  C:\Program Files\Autodesk\AdskIdentityManager\1.9.18.0/AdskIdentityManager.exe
5. Run the exe
6. Launch Fusion 360
7. Click on sign in 

Now does it open up a browser? 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 12 of 41

Running the .exe end with an error.

It tells me, it could not find the AdskIdentityManager.exe

Message 13 of 41

@eparcoDJYB4 Our apologies and thank you for trying out all of this. I have passed on the logs to our engineering team. While they take a deeper look at it, here is may be a way to get this moving forward. 

1. Go to https://login.autodesk360.com/login
2. Pick a design and use the "open in desktop" 

Does this launch the application? 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 14 of 41

Alright, thanks for your help so far.

 

"open in desktop" launches Fusion360, but still ends at the login screen.

Message 15 of 41

@eparcoDJYB4 One quick look and the ask is to uninstall and reinstall WebView 2. Can you please try this one? 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 16 of 41

Didn't solve the problem.

Message 17 of 41

@eparcoDJYB4 One of our engineers is suggesting the below to check for why the identity manager.exe is not running. 

  1. Open properties of AdskIdentityManager.exe , in C:\Program Files\Autodesk\AdskIdentityManager\1.9.18.0/AdskIdentityManager.exe and see if it is blocked from running.
  2. See if User Account Control could be set to Never notify , and reinstall AdskIdentityManager just to test?
Also, is there any anti-virus programs running?

Rajkumar Ilanchelian
Autodesk Fusion

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Message 18 of 41

1. I can't start the .exe, but I don't see any option that blocks the start either.

2. It is set to never notify

 

Message 19 of 41

@eparcoDJYB4 @Which time zone are you in and would you be open to a zoom call? There is certainly some setting that we are not looking into that is not letting that exe run. Either a firewall or an anti-virus setting or some other windows setting on permission. 

Are you able to run that exe as an admin? Right click on it and run as admin? 

also to eliminate some of the other settings what happens if you create a quick new profile and install Fusion? 

 

Rajkumar Ilanchelian
Autodesk Fusion

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Message 20 of 41

i am in MEST, so its 21:21 right now

Zoomcall is possible, but i speak german normally 

i am running Bitdefender as antivirus

running it as admin also ends with an error, wich says the .exe can't be found

with a new profile u mean a new autodesk account?

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