Autodesk 360 System Tray Icon Disappear / Crashes

Using windows 8 64-bit in conjunction with Building Design Suite Premium 2014

Every time autodesk 360 is launched, the system tray icon will display for a few seconds then disappear. If I right-click and go to preferences within this few second window, I can get the preferences window to display, but the program just crashes almost immediately. Essentially I cannot run autodesk 360 without the tray icon crashing.

The user had just experienced problems with the ribbon in Autocad Architecture 2014, so we reset ACA.cuix via the CUI window. I was setting up the users autodesk 360 account, and syncing settings for autocad to restore some of the custom settings when I noticed that autodesk 360 wasn't showing up in the system tray.

Here is the not responding error:
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  • Hi Chad,

    Thanks for posting your question to the Autodesk 360 feedback portal. Can you tell us how you are launching Autodesk 360 on this computer? It should start automatically when you start the computer and be running even when AutoCAD is not running. Take a look at Task Manager and see if AdSync.exe is still running. My guess is that it's not.

    Not sure if this will make any difference at all, but it's worth a try...

    Go to Autodesk Sync system tray icon and right click to select preferences.

    Uncheck the "Start Autodesk 360 when I log on to Windows".

    Sign out of Autodesk 360

    Close all running applications and shot down the computer for about 60 seconds.

    Now start the computer up again and go to the %TEMP% folder and delete all the files. Note that you may not be able to delete everything but make sure as much as can be deleted gets deleted.

    Now re start the computer one more time. Go back to the Autodesk 360 icon and log into sync. Then set the "Start Autodesk 360 when I log on to Windows".

    Let us know if that makes any difference at all. If not we will want to capture the log and DB files to see if there is a hint there.

    Thanks again for posting what your seeing.

    Bud Schroeder
    Autodesk Inc.

    >>>Every time autodesk 360 is launched, the system tray icon will display for a few seconds then disappear. If I right-click and go to preferences within this few second window, I can get the preferences window to display, but the program just crashes almost immediately. Essentially I cannot run autodesk 360 without the tray icon crashing. <<<
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  • Bud,
    Autodesk 360 is indeed set to start w/ windows, and you're correct it should be running even when autocad is not running. The problem is as soon as it starts, it crashes and no more tray icon. If i right click and go to preferences, it crashes before I can do anything (including start with windows), so I cannot disable this feature. In my descriptions, I was running it from the start menu to get it to reappear, so I could try and click preferences - which is how I found out that it was crashing. Otherwise, the program would appear briefly then disappear from the system tray with no error.

    I'll try clearing the temp folder and see what happens, and I'll try to be quick enough to uncheck start with windows before the preferences window crashes.
    • Hi Chad,

      Thanks for the update and let me know how it goes with the %TEMP% folder. Sometimes a full temp folder can cause strange issues. Also take a look in your event viewer and see if it gives any hints there.

      Also see if you can kill the service before it crashes. Start Task Manager and kill AdSync.exe. Then let everything finish loading. Wait maybe 5 or 10 minutes and see if you can then start Sync from the system tray icon.

      Lets go ahead and grab the LOG files and DB files for me if you can. Then zip them up and eMAIL me direct. Send it to my first name "." last name "@" autodesk.com so first.last@autodesk.com just replace that with my name.

      Thanks in advance for all the help sorting this out.

      Bud Schroeder
      Autodesk Inc.

      =============================================================
      Log file locations for Sync:

      C:\Users\\AppData\Local\Autodesk\Autodesk Sync

      AdSync.log
      AdSync.log.1
      AdSync.log.2

      ... and all the AsSync.log.* files.

      Also grab the AdSync.db file.

      Put all these into a zip file with your name on it.

      Also grab the Cache DB file...
      NOTE: This file will be located in a folder that represents your Autodesk 360 login account.

      C:\Users\\AppData\Local\Autodesk\Autodesk Sync\Cache\

      Grab the AdSyncCache.db file.

      Note that this may not be possible unless you disable sync from startup, log out of sync and then re boot your system.

      You can do that the following way...

      Right click on the Sync icon in your system tray.

      Click on Preferences

      From the Autodesk 360 Preferences dialog uncheck the Application dialog.

      Start Autodesk 360 when I log on to Windows

      Now sign out of Sync

      Re start your computer and then grab the AdSyncCache.db file. You can add it to the same zip file as your log and other DB files.
      =============================================================
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  • Ok, sorry for the delay - I'm back in the office now.

    Clearing the Temp folder didn't help. With task manager open, I can see autodesk 360 appearing very briefly before disappearing with the tray icon. Adsync.exe does not appear.

    I found this in the event viewer:

    Faulting application name: AdSync.exe, version: 4.7.0.802, time stamp: 0x5208d354
    Faulting module name: ntdll.dll, version: 6.2.9200.16579, time stamp: 0x51637f77
    Exception code: 0xc0000005
    Fault offset: 0x0000000000059933
    Faulting process id: 0xf8c
    Faulting application start time: 0x01cecbf6040f3b47
    Faulting application path: C:\Program Files\Autodesk\Autodesk Sync\AdSync.exe
    Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
    Report Id: 44344f32-37e9-11e3-beb4-74d02bc4db1d
    Faulting package full name:
    Faulting package-relative application ID:

    There are a few of those with the same faulting module.

    I'll send the log / db files now, but I can't click on preferences / uncheck start w/ windows option because the dialog crashes too quickly.
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  • Hi Chad,

    No problem on the delay. And thanks for sending the logs. We can continue over eMAIL and once we have this sorted out can circle back here to post what we find.

    Thanks again for sending the files and the details.

    Bud Schroeder
    Autodesk Inc.
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  • Just wanted to post an update that Chad is back up and running. It looks to be something related to the user profile but we are not 100% sure. I asked Chad to re name the DB file and we have not seen a crash since. So marking this as solved and thanks Chad for all the great details on the issue and working with us to resolve this. It is much appreciated.

    Bud Schroeder
    Autodesk Inc.
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  • Bud,

    Yes I had the same problem, I renamed the adsynccache.db that didn't help, the adsync.db file was locked, with a program called unlocker I unlocked it and renamed it after that I've started 360 and it worked like it supposed to again with sync errors, but no crashes anymore.

    gr. ivo
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