Viewport stuck and not showing anything

[en9y37]

Hi all!

I work with two Fusion 360 accounts on my laptop. One account with paid subscription for my personal usage, and another educational account for my use as a teacher.

The 'paid' account works properly, but if I a swap to the educational account, Fusion runs with the viewport freezed, showing nothing, and there's no way to work on it. I've tried restarting Fusion, Windows and even unistalling and reinstalling Fusion, but the issue goes on.

Is there any known issue about this?

Thanks in advance.

[jhackney1972]

By swapping I assume you are simply logging out of Fusion 360 from one user ID and then logging in using your other Autodesk Id.  You did not install two instances of Fusion 360 under two user accounts?

[en9y37]

Yes, that it is.

[jhackney1972]

I do not know what you mean by your last response. 

[en9y37]

Sorry, I meant that I don't run two instances of Fusion with different accounts. I log out one user and then log in with another

[RajkumarIlanchelian]

@en9y37 I am surprised that specific accounts freeze but that also shows that it could be specific to that account. Couple of things to try:

1. When you logout, can you close Fusion , restart Fusion and then login? (is that your trpical workflow)?
2. Also if you have access to another machine can you login on that machine using your educational  account and see if you are facing any issues? This will help eliminate certain hardware/software/account combinations. 

[en9y37]

@RajkumarIlanchelian , just tested your suggestions.

1. I had already tested by logging out, closing Fusion and then restarting and logging in with the educational account, and the issue goes on.

2. Testing in another computer, the change of user works fine, doesn't mind whether I close Fusion or not.

I've also tried clearing the cache and the issue remains.

I've also tried changing the viewport to several views, then the viewport works fine, but if I return to simple view then the viewport gets frozen again.

Thanks for helping.

[RajkumarIlanchelian]

@en9y37 Very interesting that this is account specific and specific to this machine. Can you run the below for me please? 

1. Close Fusion 
2. Go to add/remove programs
Select Autodesk Fusion - MODIFY

This will launch the Fusion service utility

3. First run the "Reset Fusion"
4. Once that is done Run Fusion 360 (This should launch Fusion )
5. Assuming that this will freeze now
6. Go back to service utility
7. Run "Gather system info"

Attach the diagnostics logs.zip file it generates. 

[en9y37]

There you are @RajkumarIlanchelian . I hope that helps.

Thank you

[RajkumarIlanchelian]

@en9y37 thanks for the logs. 

1. Quick look shows that you have Autodesk Inventor on this machine as well. Do you login to this with your commercial account? IS it currently logged with the commercial account? If so can you logout of Inventor and now try to log into Fusion with the educational account? 

Wondering if a single sign on is messing up here. (just a theory at this time).

On the other machine that both accounts worked do you have other Autodesk products installed? 

[en9y37]

@RajkumarIlanchelian  I've just tested another thing.

My laptop has integrated and dedicated graphic card. If I disable the dedicated card, so I force the machine to work with the integrated one, then the viewport works properly... really strange

[RajkumarIlanchelian · Accepted solution]

@en9y37 Ok, that was a great test. So this is graphics related.

1. If you go into preferences and graphics to see if each of your account has different settings for them. Also, updating graphics drivers for the cars would also help.

I almost want to bet that the graphics choices are different for the different accounts and it is impacting on this particular hardware.  

[en9y37]

Logging out from Inventor and launching fusion did not work, the viewport kept frozen.

The set of software in the other machine is almost the same. The difference is in the hardware, the dedicated graphic card is a Quadro in the other PC instead of a Radeon RX

[RajkumarIlanchelian]

@en9y37 This is even more evidence that this is graphics related but on the same machine if two accounts are seeing differences it has to be the graphics preference between the two accounts. 

[en9y37]

@RajkumarIlanchelian I've checked the graphics preferences in both users and they are exactly the same in both of them. I've also updated the graphic card drivers, but the issue does not get fixed. 

The only thing that fixes it, is by disabling one of both graphic cards. It doesn't matter whether it is the integrated or the dedicated.

Quite a disturbing thing...

[jhackney1972 · Accepted solution]

If your two systems have different video cards, they probably should not be using the same Graphics Driver found in the Fusion 360 Preferences.  I would definitely use the OpenGL profile for the Nvidia card but perhaps one of the others would work better with your other graphics card.

[en9y37]

Finally solved by uninstalling and reinstalling drivers for both graphic cards.

Thanks @jhackney1972 and @RajkumarIlanchelian for your help.