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Fusion is stuck in offline/maintenance mode

Technical Support

Issue:

Users reported that Fusion is stuck in offline/maintenance mode and will not connect to the internet despite no outages. The following warning messages might appear: 

  • "You have been working offline mode for more than the allowed period of 2 weeks. Application will go online now."

You have been working in offline mode warning in Fusion

  • "Cannot switch to online mode either. Please check your internet connection. Application will exit now."

Cannot switch to online mode either warning in Fusion

  • "We've detected an unexpected outage.

Fusion is temporarily in offline mode due to an unexpected outage. This is affecting all online workflows.

Please avoid restarting Fusion currently. We are monitoring recovery progress, and will bring you back online as soon as possible. Follow our progress on the Health Dashboard." 

We've detected an unexpected outage in Fusion

  • "Working Offline: No Connection

Working offline: No connection in Fusion

  • "You are not connected to the internet."

  • "Connection problem.
    It seems that some services are not available. Fusion is trying to reconnect. You can work with offline mode until the connection is restored."

The following symptoms may occur:

  • When switching to online mode the program may close immediately.
  • When opening a project the program may close immediately.
  • Some files may be dimmed and unable to be opened. 
  • Unable to create project and/or folder.
  • Network diagnostics show that nothing can connect. 

Causes:

Access issues can be caused by various factors:

  • Server Issues.
  • Network Configuration.
  • OS Settings or Environment.
  • 3rd Party Background Processes.
  • AntiVirus Software.
  • LavaSoft Web Companion (protection against malicious websites).
  • Malware.
  • Using Fusion offline for more than 2 weeks.

Solution:

Note: If a file needs to be saved first before relaunching Fusion, see this article: How to create a crash recovery back-up file manually in Fusion.

Restart the machine

Restart the machine and launch Fusion again. 

Check internet connection

  • Make sure that there is a stable internet connection. If there is an unstable WLAN connection, connect the computer to a LAN cable before starting Fusion, and then reconnect to WLAN network.
  • Restart Fusion by closing and reopening the program (restart the PC if necessary).
  • Sometimes, temporarily connecting to another network (such as a cellphone hot spot) and then back to the network, will fix the issue.

Run a Repair

Work through the following article to open the Service Utility and run a repair: Overview of Repair Fusion Command from Fusion Service Utility

Clear the sign in credentials

Clear the sign in credentials for Fusion.

Check if the time and date are correct on the computer

  • Windows OS
    1. Right-click the time and date on the Windows taskbar.
    2. Select Adjust time/date.
    3. Turn the Set time automatically option on.
    4. Optionally choose to Set the date and time manually.
  • macOS
    1. Click the Apple menu.
    2. Go to System Preferences.
    3. Choose Date & Time (Note: If the lock at the bottom left is locked, click it to unlock the preference pane).
    4. Click Date & Time and adjust it automatically or manually.
    5. Click Time Zone and set it automatically or manually.

      Apply updates to system and Fusion

      Uninstall and reinstall Fusion

      1. Manually uninstall Fusion.
      2. Disable all Antivirus and Firewall on the system.
      3. Reinstall Fusion from your Autodesk Account.
      4. Re-enable Antivirus and Firewall on the system.

      Change the permission of the Autodesk folder (Windows)

      A permission issue could occur in the folders in the following path. Change the properties for the Folder:
      1. Enable hidden files and folders for Windows
      2. In Windows File Explorer, browser to: %localappdata%\Autodesk
      3. Right-click Autodesk.
      4. Selecting properties.
      5. Deselect "Hidden" and setting "Read-Only" permission.

      Refresh the Browser cache

      Try manually refresh any browser cache/options that could impact the Authentication Process.

      • Windows OS
        1. Enable hidden files and folders for Windows
        2. In Windows File Explorer, browser to: %appdata%\autodesk\neutron platform\options\{alphanumeric folder name}.
        3. Delete NGlobalOptions.xml.
        4. Browse to %appdata%\autodesk\neutron platform\options.
        5. Delete NMachineSpecificOptions.xml.
        6. Browse to %temp%\autodesk\.
        7. Delete the BrowserCache folder.
        8. Browse to %localappdata%\autodesk\Autodesk Fusion 360\{alphanumeric folder name}
        9. Rename the OfflineCache.xml folder.
        10. Start Fusion.
        11. If it is still in offline mode, try to switch it from offline mode to online mode, manually. It should trigger the Data Panel to go back into the online state. 
      • macOS:
        1. Enable hidden files and folders for macOS.
        2. In macOS Finder, browse to: ~Library/Application Support/Autodesk/Neutron Platform/{alphanumeric folder name}.
        3. Delete NGlobalOptions.xml.
        4. Browse to ~Library/Application Support/Autodesk/Neutron Platform/.
        5. Delete NMachineSpecificOptions.xml.
        6. In a Terminal Window type the command open $TMPDIR.
        7. Browse to ~T/Autodesk/.
        8. Right-click the folder named BrowserCache and select Move to Trash.
        9. Start Fusion.
        10. If it is still in offline mode, try to switch it from offline mode to online mode, manually. It should trigger the Data Panel to go back into the online state. 

      Resolve DNS related causes

      • Flush, Renew, and Release the DNS
        • Try unplugging the router, waiting a few minutes, and then plugging it back in and letting it fully reset. This can clear up DNS-related issues.
        • To manually do this with a Command prompt or Terminal, review the following websites:
      • Reconfigure DNS
        1. Check if online mode works when connected to a hot spot or different network. If the behavior is isolated to a specific network, it can indicate a DNS issue. 
        2. Gather the diagnostic logs: How to manually collect diagnostic log files for Fusion.
        3. Go to the following folder: Autodesk Fusion 360\(Alphanumeric Folder)\logs
        4. In the app logs, search for error 28 codes which indicate a DNS issue, it should look something like this:  
          • E   3968 GET 28 https://ui-dls360.autodesk.com/fusion/version.txt dt=12.03 Resolving timed out after 5000 milliseconds
        5. Change the DNS server to 8.8.8.8, which is a Google managed public DNS server. 
        6. If Fusion can successfully work in online mode using the Google DNS, reconfigure the network DNS. 
          • The steps to reconfigure very much depending on the network configuration. Typically the DNS configuration would be coming from the base wifi router, and you can modify the configuration there.
          • Note: It is possible to use and monitor Google's public DNS server, but it is not recommended as it may be removed at any time by Google

      Run a system scan

      Configure Network, Proxy, AntiVirus, Ports, and Domains

      Products:

      Fusion;

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