Time Service Certificate Fail

[Anonymous]

I am trying to run Fusion 360 on my Surface Pro4, I have used it before I had to reimage my PC.  I am now getting an error when launching that is not listed on the forums. 

2017-10-11T16:47:33.698Z [Fusion360:9672, 3064] [AdWebServices.TimeService INFO] Getting time from server https://time.akamai.com
2017-10-11T16:47:33.779Z [Fusion360:9672, 3064] [AdWebServices.TimeService ERROR] TimeService::SslError: CertificateSignatureFailed (4): The signature of the certificate is invalid. Certificate:

I can manually browse to the time server without issue, I have checked and the Verisign Root certificate is enabled 

I have attached the complete WebServices Log file 

[paul.clauss]

Hi @Anonymous

Thanks for posting! I am sorry to hear that you are unable to access Fusion 360.

As you recently re-imaged your PC, I am wondering if Fusion is trying to pull a cached certificate when opening. Have you performed a clean uninstall and reinstalled Fusion 360 since the re-imaging? I would begin troubleshooting by doing so. 

If this does not resolve this problem, I would like to have a look at all your log files. Please gather them using the procedure at this link and email them to me directly at paul.clauss@autodesk.com - I am happy to have a look! 

I would also like to have a look at the error message you are receiving when opening Fusion - would you mind attaching a screenshot of this message to this forum thread?

Please let me know if you have any questions.

[Anonymous]

Paul,

Attached is the Screenshot.  After re imaging (actually it was a full format and reinstall of the OS) I did a fresh install of Fusion360 as it was as if it never existed.  I will send an email with all the logs in a minute.

Robert

[Anonymous]

Paul, 

The re-image was really a full format and reinstall of windows, so technically Fusion never existed when I installed it.  I am sending the log files now. the error is attached.

[Anonymous]

I have just tried doing a full removal (using your tool) and reinstall.  It installs without error, then when it tries to load i get the same error again.  Looking through the install log there are warnings about the network. Specifically regarding the SSL commands used in the python installer.  

[paul.clauss]

Hi @Anonymous

Thanks for the response and sending the files over! 

The first thing I noticed was that you are receiving the generic "sign in failure" message - this can be triggered by a number of factors. Often this message is due to network issues and I would begin troubleshooting by looking through the links below to ensure that your network is all set up correctly. I did notice that you are working on a proxy server - please pay special attention when checking your proxy settings.

• How to configure proxy server and firewall for Fusion 360
• Troubleshooting network connectivity issues for Fusion 360
• Time mismatch with server warning Fusion 360

One specific server that the proxy appeared to be blocking in your log files is the https://js.prd.fusionapi.autodesk.com/hds/fusion360.json address. Please ensure that the *fusionapi.autodesk.com domain is whitelisted by your proxy and firewall/antivirus.

If none of this works, we could try deleting the loginstate.xml file - this often resolves log in failures in Fusion. To delete the loginstate.xml file;

• Close Fusion 360
• In windows explorer, browse to %localappdata%\autodesk\web services
• In the Web Services directory, right lick on the LoginState.xml file and select delete
• Restart Fusion 360

Hopefully this helps! Please feel free to send over the new installation log showing the SSL command errors - I am happy to have a look.