"Unable to setup Fusion 360 for your Autodesk account" error

[csherlock7TRBW1]

One of our students opens Fusion 360, then attempts to logon via his logon address (which is his valid email address) and his valid Autodesk password. He is then presented with the following error: "Unable to set up Fusion 360 for your Autodesk account. Please contact us through the Fusion 360 Help & Support forum to resolve this issue. We apologize for the inconvenience".

He has confirmed his email and we have already had him confirmed by SheerID.

Student is running a Macbook Air, runs macOS Big Sur 11.4.

We have tried to contact Autodesk about what is going on for the last four months, but all they can tell us is that they have it with an internal team. I last followed up a fortnight ago, and again today. The agent, "Vennela S" told me to register the student as "startup/hobbiest", which I am reluctant to do due to this likely making us violate various license terms.

Has anyone else had this issue?

For the record, the escalation SR number is 17602027.

[leowarren34]

Hi @csherlock7TRBW1,

Do you see Fusion 360 in https://manage.autodesk.com/ ?

If not then request Fusion 360 from https://www.autodesk.com/education/edu-software/overview.

If that fails then it's like a desync error that support has to fix as it's account side.

I don't why support would push you towards the startup version since it has a cost. Nor do I know why they'd push you towards the personal license as you wouldn't have full access as the educational version does.

[csherlock7TRBW1]

I can see that quite a few others are having this issue, which indicates that it's a problem on Autodesk's end. It would be good for Autodesk to treat these reports seriously and actively work towards a resolution. 

[leowarren34]

Hi @csherlock7TRBW1,
Reach out to educational support again and be persistent, make sure you state if Fusion appears in their profile and if not that you've been to https://www.autodesk.com/education/edu-software/overview and requested the product multiple times.

@natasha.l Can you look into this further?

[csherlock7TRBW1]

Thanks, yeah I've told them this already - Fusion appears in their profile (that's how they downloaded and installed it). Thanks for your help! I'm hoping Autodesk can give us some assistance soonish, as this has been going on for a long while now. 

[csherlock7TRBW1]

I just got the following email from support:

Hello Chris,

Thank you for contacting Autodesk education support.

Kindly refer the below link to resolve the issue.

https://knowledge.autodesk.com/support/fusion-360/learn-explore/caas/sfdcarticles/sfdcarticles/Unabl...

Now i am closing this case, If any issue comes further kindly open a new case with Autodesk we will be happy to assist you in future.
 

Best regards,

Arpit

Education Support Team

Autodesk Inc.

CaseNo: 17602027

---

This is remarkable. Does anyone have any idea what is going on here? Arpit has so far closed off three incidents with inappropriate responses.

Follow the steps below:

1. Check the Health Dashboard for problems with any Autodesk Services. - It is fine
2. If there are problems with any Autodesk services, wait until the service is back online and then try again. - n/a

Note: Click the Health Subscription button on the Health Dashboard to receive email notifications on any problems with Autodesk Services.

1. If no problems are being reported, test creating an Autodesk Account with another email address (see: Create an Autodesk Account - Account Management). - we have several hundred students, all able to logon to Fusion 360
2. If Fusion 360 fails to launch for the new account, review the suggestions from the article: How to resolve network connectivity problems for Fusion 360. - none of the suggestions are relevant

[Tiana_Y]

Hi @csherlock7TRBW1, 

I am sorry to hear that your student is having some issues with Fusion and that you are still facing this issue. I am curious - does that student get an error logging into login.autodesk360.com ? Please have them try and log into the above link and see if they receive an error. Also - could you please private message me the student's email that is having this issue so that I can look into this some more for you. 

Thank you, 

Tiana.D

[csherlock7TRBW1]

Thanks Tiana, we are in lockdown in Sydney at the moment, but I will get our student to check. I'll send you a message with his details. 

[Anonymous]

The engineering team found an issue in the backend and fixed this, albeit almost eight months after I reported the problem.