unable to log in to Fusion app on macOS

[msk_takagi]

I am unable to log in to Fusion and receive the following error message:

Sign in Failure:
There was an error while logging in to Fusion.
Follow this Support Article for possible solutions to this login issue.

My operating system is macOS 15. Fusion was working fine until a few days ago, but I have been unable to log in since yesterday.

I have already tried uninstalling and reinstalling Fusion, but the issue persists. However, I can log in via the web and iOS app, so it does not seem to be an account-related problem.

I have attached logs for reference.

Any help would be greatly appreciated.

Thank you!

[RajkumarIlanchelian]

@msk_takagi Can you please try the below?

1. Close Fusion
   2. Go to Finder  - Go – Goto folder
   3. Type ~/Library/Application Support/Autodesk
2. Delete the Identity Service folder
3. Now restart Fusion – login

[msk_takagi]

Thank you for your response! I tried the suggested solution, but I still get the same error.

I have attached the log files from the Identity Services folder that was regenerated after restarting Fusion.

Any further assistance would be greatly appreciated.

Mistaken post. Please ignore this, sorry.

[msk_takagi]

Thank you for your response! I tried the suggested solution, but I still get the same error.

I have attached the log files from the Identity Services folder that was regenerated after restarting Fusion.

Any further assistance would be greatly appreciated.

[RajkumarIlanchelian]

@msk_takagi This error is usually related to that folder OR related to a time mismatch between your machine and your actual time. If the folder delete did not help, just make sure that the time is in sync on the machine (so that we can eliminate that one). 

Do you have other Autodesk products installed on this machine? 

[msk_takagi]

The "Set time and date automatically" option is checked, and I have confirmed that the correct time is set.

Also, there are no other Autodesk products installed on this machine.

[RajkumarIlanchelian]

@msk_takagi One more before we go another route.

1. Close Fusion
2. In Activity monitor - make sure Fusion is not running
3. In Activity monitor - make sure anything Identity is not running
4. Now restart machine
5. Launch Fusion and login 

[msk_takagi]

Thank you. I tried that procedure, but I still can't log in.

By the way, the timestamp on the file name is 3/25 9:48 because it is JST.

[RajkumarIlanchelian]

@msk_takagi Do you happen to have Fusion Insider installed by any chance? 

IF you dont then let's do this. Install AdSSO from here and now Run Fusion. 

[msk_takagi]

I haven't Fusion Insider installed yet.

Now I have joined Fusion Insider and installed AdSSO-v2.pkg, but I still can't log in.

[msk_takagi]

@RajkumarIlanchelian In the Privacy & Security settings, under the Accessibility section, I found that AutoDesk Fusion was set to Off, so I turned it On and restarted Fusion. After that, a message appeared during login stating that there was an old session. However, no matter which option I chose, I still couldn't log in.

The system name 'mtkgMacbookPro' is the same computer that is currently experiencing the issue.

[RajkumarIlanchelian · Accepted solution]

@msk_takagi Apologies for the delayed response. 
Can you please go to this article https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Stuck-in-Sign-in-l... and run the section - 

Clear AdskIdentityManager and idservices.db on macOS

[msk_takagi]

@RajkumarIlanchelian

Thank you so much! I can log in by following the steps in the link. Thank you, indeed!