Unable to load data after signing into app (Term has expired)

[Anonymous]

Hello,

I was trying to launch the Fusion 360 app to renew my hobbyist license. However, after signing into the app, I keep getting an error, even after several attempts. This error occurs on the latest software version on both Windows 10 and Mac OSX Mojave.

The error reads:

"Unable to load data
We can't seem to connect to the server. Please try again.
If the problem persists try to sign in Fusion 360 again or contact us through the Fusion 360 Help & Support forum to resolve this issue."

For a brief moment, the app displays an error screen that reads "Server encountered an unexpected error", and then it display the screen shown in the below image:

Fusion 360 error after signing in

I'm unsure how to proceed. I would love to renew my hobbyist license, but I haven't been able to get into the app to start this process. Any help on this is greatly appreciated.

[James.Youmatz]

Hi @Anonymous ,

Welcome to the Fusion 360 Community!

Can you please manually collect your app log and web services log file and post them here? These should give a better clue as to why you are running into this error.

Thanks,

[Anonymous]

Hello James,

Sure thing. Attached are the application and web services log files.

Please let me know if there is anything else I can provide.

Thank you,
David

[James.Youmatz]

Hi @Anonymous,

Do you encounter any errors when signing into A360? If not, I'm going to recommend cleanly uninstalling and reinstalling Fusion as I see some strange errors in your app log about accessing your hub when launching.

Thanks,

[Anonymous]

Hello James,

Yes, I am seeing the same error screen that is shown briefly before the "Unable to load data" screen appears within the app:

Looking at the developer console in the browser, I am seeing this error message: 

Failed to load resource: the server responded with a status of 500 (Internal Server Error)

It seems that I don't have proper permissions to log into MyHub. Since my hobbyist license has expired, could this be the cause? My main goal is simply to renew my hobbyist license, but I can't get into the app to do so.

As for a clean reinstall, this error has appeared each time I've uninstalled/reinstalled.

Thanks again for all the help,

David

[James.Youmatz]

Hi @Anonymous ,

Thanks for this information. This is showing that there is a clear issue with your account and accessing your hub. It is unlikely related to an expired entitlement as you should still be able to access your old data (just not create new data until it is renewed).

Typically this is due to an email change in your Autodesk Account. Have you done this lately, or any other changes you can think of?

Thanks,

[Anonymous]

Hello @James.Youmatz,

Thank you for the information.

I did update my authentication settings a couple months ago. I possibly updated my email address around this time as well.

With that in mind, what is the best way to proceed?

Thanks,

David

[James.Youmatz]

Hi @Anonymous ,

I did some digging in the meantime and I think I found the root cause. I've escalated this with high priority to our back end cloud team to fix the issue. Nothing will be needed to be done on your end. As soon as I have an update I will let you know. Unfortunately, until this is fixed - Fusion will not launch.

Thanks,

[Anonymous]

Hello @James.Youmatz,

Sounds great. I appreciate all the help and support!

Thanks,

David

[James.Youmatz]

Hi @Anonymous ,

Can you try now and let me know? We believe it is fixed now.

Thanks,

[Anonymous]

Hello @James.Youmatz,

After signing into the app again, I now briefly see a different error screen before the "Unable to load data" screen appears.

It reads:

You're no longer a member of this team. Contact the Team Administration to regain access. You've already signed in with AutoDeskID davidluhr (OLD EMAIL ADDRESS APPEARS HERE).

As noted above, it seems like it's holding on to my previous email address. Thoughts on how to proceed?

Thank you,

David

[James.Youmatz · Accepted solution]

HI @Anonymous ,

Can you try now? Also what about on A360?

[Anonymous]

Hello @James.Youmatz,

That worked perfectly!

Thank you for all your help.

Best,

David

[Anonymous]

I've got the same problem.

what can I do?

Thanks

[Anonymous]

I have the same problem. When going to the A360 page, it is stuck at configuting hub.

What can I do???

@James.Youmatz 

[nishipatelJBQVS]

I have the same problem, I tried reinstalling fusion360 but it still doesn't load, what can I do?

@James.Youmatz