unable to launch/repair/restart/signin

[Ariel]

I can not open or sign in consistently over the past 3 weeks. It tells me it will open another window to sign in and nothing happens. 

Is happening on both my desktops. 

It is also taking forever to open when it does work and the same goes for trying to save a file. It is slow or simply doesnt save it at all forcing me to shutdown and use the backup file. 

For someone who uses this day in and day out, you have no idea how frustrating it is

I am a single user

using two seperate desktop computers

single screen on both

[RajkumarIlanchelian]

@Ariel @Can you collect the logs please?

1. Add/remove program 

2. Autodesk Fusion - Modify

3. Run the gather system info 

4. Attach the fusion diagnostics logs.zip

[Ariel]

Excuse my ignorance, how do I collect logs?

[RajkumarIlanchelian]

@Ariel @It’s the four steps I listed above. 

[Ariel]

My apologies. I am unable to do that since there are some files missing since I tried to carry out a repair

[RajkumarIlanchelian]

@Ariel @Can you do the below then? 

1. Make sure that Fusion installer is not running in task manager

2. Go to C:\Users\user\AppData\Local\ DELETE folder Autodesk\

3. On your desktop or where ever the Fusion short cut is please delete that too
4. Do not use the same Fusion installer. Can you please download the installer again? (make sure that 360 is not found in the installer name)
5. Now install again

[Ariel]

I am installing now. I will let you know how it goes. Thank you

[Ariel]

It seems to be working. But I am still experiencing an extremely slow opening time for the app. 

[RajkumarIlanchelian]

@Ariel @Is it the launch that is slow or even after the launch the application is slow? 

[Ariel]

Just on launch. It takes several minutes. I have been experiencing this for at least the past few weeks

[RajkumarIlanchelian]

@Ariel @Ok. It would help with logs again but before you collect logs let’s do the following. 

1. In Fusion go to Help - support and diagnostics - Fusion service utility. 
2. Close Fusion

3. Run the reset Fusion

4. Now launch Fusion (you will experience the delay) 

5. Now go back into service utility 

6. Run gather system info 

7. Attach the Fusion diagnostic logs.zip 

[Ariel]

I just tried to log in again and now I am getting the message "check your browser to sing in" and again nothing is happening.

[Ariel]

I just tried to sign in again and it worked. I am just trying to do some work so I will try the above shortly.

False flag - it just came up with an "unexpected error" and kicked me out

[RajkumarIlanchelian]

@Ariel Is that repeating if you restart your machine and launch Fusion again?

[Ariel]

Yes it is

I am back in again now. But it is completely random and inconsistent as to when it will work

[Ariel]

Computer #1 - the slower of my 2

[Ariel]

Did you have a chance to look at the logs?

[Ariel]

I thought this would have resolved another issue I am having but I am having problems with getting the files to be saved and then they are hung with me unable to access the latest version. I have to open a previous version and go redo all my changes and hopefully that works when I save

[RajkumarIlanchelian]

@Ariel May I ask for you to try one thing please? 

1. Connect Fusion to a different network (say your mobile hotspot) and see if the launch and save issues are gone. 
2. If not then can you Put the compute in offline mode (disconnect from internet) and launch Fusion and save (the save will be to the local machine and will reconnect and upload to the cloud when you are back online). Does that launch and save work fine? 
3. Lastly, can you restart your network router and then try the launch and save? 

[Ariel]

I just went through the process for removal of the Q dorirectory and that has worked. 

Have you had a chance to look at the logs. Opening Fusion is still very slow.