RESOLVED: Fusion 360 Service Outage

[keqingsong]

UPDATE DEC 8, 2;22 A.M. PST -

All, tests on our end have shown that we are back online. You should now be able to log in and access your data and use Fusion 360 as you normally would. Things are still ramping up, but if you continue notice any sluggishness or issues, please let us know. Thank you for your patience, sympathy, words of encouragement, and continued support. It meant a lot to all of us!  

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UPDATE DEC 7, 9:17 P.M. PST -

All – A quick update on the outage.  We are close to a resolution.  We have started testing Fusion in our internal staging environment.  Once we are sure everything works, we will go live and bring Fusion online. I know this has been very painful for all of you and all of us in the fusion team feel your pain.  I really appreciate your patience as we work the problem.  Once we get thru this and you are all up and running, I will update you on the work we are doing and are doubling down to make Fusion resilient and more importantly make sure that you have access to your data all the time.

In case you are wondering what the current issue is why it is taking so long to address it, here are the details.  Fusion 360 is a network of services and one such service is what we call ACM (Access Control Manager) Service.  The purpose of ACM is to govern project level access to all data resources (items, projects, folders…) and its derivatives (views, comments, …).  We periodically optimize our Fusion Item Access Control Database, based on changing application needs and usage of ACM.  An optimization done on Dec 6 made calls to ACM getting locked up in the database and never return. Ultimately, we had to bring our ACM service down to roll back the changes and make sure all the services operate normally.  It is an involved effort and hence the delay.

Prabakar.

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UPDATE DEC 7, 11:05 A.M. PST - We are now estimating to have the outage resolved by 1pm PST.  I will keep this thread updated if anything changes.  Thanks for your continued patience.

UPDATE DEC 7, 7:19 A.M. PST - We are making progress on battling the outage. We have been having issues with our Access Control System that governs project level access to all data resources (items, projects, folders...) and its derivatives (views, comments, ...) in Fusion for creators and collaborators.

Our Operations and Engineering Team is engaged ferociously since midnight Dec 6 to address this issue. We expect a speedy resolution of this issue soon.

Right now we just deployed a banner in-product that will take you into offline mode if you haven't already done so. More details to come, and again apologies for the downtime.

Hey all, 

We are experiencing an outage that is impacting all data access interactions.  These include but not limited to Open, Save, Upload, Export and Viewing. We recommend that you work in offline mode for the time being. We are working actively to correct the problem and will update this thread once it is resolved.  We apologize for the inconvenience and appreciate your patience.

You can also keep track of the status via the health dashboard. 

Here's how to switch to offline mode to continue working while we dig into the issue. 

https://knowledge.autodesk.com/support/fusion-360/troubleshooting/caas/sfdcarticles/sfdcarticles/How...

If you restarted Fusion without going into offline mode before, it may seem like fusion is hanging at the launch screen. Wait a few minutes and you should be able to get in. As soon as you get in, switch to offline mode. Then you should be good to go while we fix the downtime.

[susibiker]

Gotta love these always-connected 'Cloud' applications...

I thought I was going to have a heart attack when the service went down 15 mins or so ago - right in the middle of a major edit!!

Thanks for the hint to switch to Offline Mode. I'm new to Fusion, so was not aware that the service can/does occasionally fail.

VERY much appreciation for the 'heads up.'

Best Wishes,

Susi xx

[burnandreturn]

Fusion won't open.  It goes to not responding.   Is it a known issue if you don't log out of Fusion before closing the program you can't work offline if the cloud is down?

[keqingsong]

Try again. You should be able to get into the tool and switch to offline mode if you didn't do that before restarting. 

[keqingsong]

It's also worth mentioning that once you do get it, immediately go into offline mode. 

[susibiker]

As keqingsong says, just wait a few minutes and control will be returned to you.
As soon as it is, select Offline Mode.
You will then be able to save your active file(s) locally.

Hope this helps.
Susi xx

[keqingsong]

Updated post to include instructions on how to switch to offline mode. 

[Willa1980]

Any idea how long this will take? Working in offline mode is good, but not if you need to work on data from the cloud... X-(

[mslatem]

May I suggest that you guys make an official statement about this outage on the Fusion 360 Twitter account: adskFusion360

There are probably tens of thousands of people troubleshooting their applications at the moment and perhaps an official notification can save some of them from pointlessly uninstalling/installing.

Thanks for working on this guys, I know your team must be under incredible pressure at the moment. 

[keqingsong]

I wish I hold to key to our Twitter account or else I would have already done it :). I'm having our team get something out on Twitter asap. We have a ton of people battling the outage right now, and I still don't know how long it'll last. I'll let you giys know as soon as I know.

[keqingsong]

Bump

[krunoslav_knezic]

As isn't bad enough that tomorrow is deadline, now this 

Oh well I'm going to prepare a lot of coffee, another sleepless night, nothing strange in engineering life 

[rumpelstielz]

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@krunoslav_knezic wrote:

As isn't bad enough that tomorrow is deadline, now this 

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yes, same here, deadline coming up and unable to work in Fusion. Offline mode is no help at all since only a handfull of all my files are available, but of course not the one i need for the deadline.

I would strongly recommend that Autodesk rethink this whole cloud thing, unexpectedly not being to able to work at all with a professional tool is just ridiculous !!!

[andersEQHR7]

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@rumpelstielz wrote:

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@krunoslav_knezic wrote:

As isn't bad enough that tomorrow is deadline, now this 

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yes, same here, deadline coming up and unable to work in Fusion. Offline mode is no help at all since only a handfull of all my files are available, but of course not the one i need for the deadline.

I would strongly recommend that Autodesk rethink this whole cloud thing, unexpectedly not being to able to work at all with a professional tool is just ridiculous !!!

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I agree with you guy's. It is not a very good solution this cloud thing. One simple solution that could be quite easily implemented would be that all of your own file's always was downloaded to the computer that you are currently working from. In that way you would always be able to work offline. Just my thoughts..

[arnou-verfaillie]

A system like Dropbox implies?
The files are always on your computer, even when you have no internet, as soon as you connect, everything synchronizes.

[LSchlesiona]

Hey Guys,

encountering the same issue as most of you right now, I can not find my latest files in offline mode.

An advice for everyone for the future (sorry for today its too late)

Always export your latest files as backup files locally.

As far as your components are not referenced, you can then easily open your files in offline mode by clicking "New Design From File".
I hope that will help for the next time server is down or just if you have no or a bad internet connection.
I am lucky I did just this last night and can keep working today.

I would also love to see a more easy synchronisation to my hard drive and not to have to do all manually as I described.
Neither I do not know if you can work on referenced (linked components) files in a backup file.

[NYC_CNC]

This is beyond frustrating.  We have an urgent job shop job to run.  Christmas orders to fill.  We have people at our facility doing on-site CNC training.  

[MartinMajewski]

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@arnou-verfaillie wrote:

A system like Dropbox implies?
The files are always on your computer, even when you have no internet, as soon as you connect, everything synchronizes.

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Yep, there are already open source projects available for this purpose...


I have no imminent deadline ahead, but 3D printers to feed for my Master Thesis... without Fusion I cannot iterate further. So I try to do other work now...
Still this is very unpleasant and the whole cloud system was one reason why my boss rejected the Fusion 360 revolution in the company. You cannot argue anything in front of your partners, if you are not lord of your own data.

[rumpelstielz]

I agree with you guy's. It is not a very good solution this cloud thing. One simple solution that could be quite easily implemented would be that all of your own file's always was downloaded to the computer that you are currently working from. In that way you would always be able to work offline. Just my thoughts..

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'not a very good solution' is a bit of an understatement. Here's my current situation: i'm preparing a prototype for a client, the client has a deadline and absolutely needs this model to be in his hands tomorrow. He's needs this for a presentation of his submission to a contest. If he doesn't have this model ready his submission is going to be rejected. If he doesn't have the model from me tonight i'm not getting paid. "Sorry it's out of my hands, Autodesk servers are down and i can't work until they fixed it" as an excuse did not go down well with the client, needless to say this is the last time he will order anything from me, he just told me so on the phone. since all my files are hijacked by the Autodesk cloud i have absolutely no way of finishing the proto on time. I'm now redoing the whole job in Rhino/Rhinocam but i doubt i will be able to finish it by end of business today.

[andersEQHR7]

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@arnou-verfaillie wrote:

A system like Dropbox implies?
The files are always on your computer, even when you have no internet, as soon as you connect, everything synchronizes.

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Yes exactly.

The file's can be at Autodesk as they are today, but sync to the computer so that you always have the latest version at least ont some of your computers.