3DEXPERIENCE platform R2016x

on Cloud

Cloud Support Experience

Version 3.1 - 2/2/2016

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Table of contents

Get assisted on your first steps within the 3DEXPERIENCE on cloud ................................... 3

Get Support on 3DEXPERIENCE platform ............................................................................ 4

Central axis: Communities ................................................................................................. 4

Support Hours of Operation ............................................................................................... 4

More about Cloud Communities ............................................................................................ 5

How to access Online Support Communities? ................................................................... 6

1. Directly from the 3DEXPERIENCE platform on cloud..................................................... 6

2. From the cloud-onboarding DS Support Web page ........................................................ 6

3. Directly from DS Communities platform: Swym.3ds.com ................................................ 7

Important notice .................................................................................................................... 8

What Can I find in these communities?.............................................................................. 9

How to Get Support?........................................................................................................... 10

Support Tab details ......................................................................................................... 10

General information to provide to DS for Cloud issues .................................................... 13

How to access information during platform outage .......................................................... 16

Key Troubleshooting Best Practices .................................................................................... 18

3DEXPERIENCE Deployment ......................................................................................... 18

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Get assisted on your first steps within the

3DEXPERIENCE on cloud

Your first contact with the 3DEXPERIENCE platform on

cloud will probably be this invitation mail.

Within this invitation mail we provide you with a link to an

onboarding area that aim in assisting you along your

initial first steps with this new cloud experience.

Let’s see what this onboarding page offers you:

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Get Support on 3DEXPERIENCE platform

Central axis: Communities

We have launched several dedicated

SwYm.3ds.com Communities to support

you throughout the 3DEXPERIENCE

R2016x on Cloud Program.

In these communities you can find and

share knowledge about the product, best

practices, helpful tips/hints, and general

information. You can also ask questions

to all community members and submit

Service Requests (SR’s) directly to

Dassault Systèmes Technical Support.

As always, you can still contact the support

center referenced here: http://www.3ds.com/support/contact-support/

Support Hours of Operation

Using those communities, you will experience the strength of the community platform

that means you may receive support from anywhere around the globe, from

DASSAULT Systèmes teams to your 3DEXPERIENCE R2016x peers.

Meanwhile, we provide locally the same standard business hours operations for both

traditional support and 3DEXPERIENCE R2016x.

For details, please see http://www.3ds.com/support/contact-support/

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More about Cloud Communities

The 3DEXPERIENCE platform R2016x on Cloud is dedicated only to cloud customers and

the access to the related communities is also restricted. As a cloud customer, you are

granted access to the community that you need, depending upon the user experience you

are using.

As a cloud customer of the 3DEXPERIENCE platform, you can have access to the official

community of the 3DEXPERIENCE platform: the 3DEXPERIENCE platform on Cloud

Community

Other communities are covering your Brand Apps experiences

*Community access provided in addition to 3DEXPERIENCE platform on Cloud depending on your

3DEXPERIENCE Roles. No direct access request possible

Communities

Thumbnail

Target

3DEXPERIENCE platform on Cloud

For ALL customers of the 3DEXPERIENCE platform

SolidWorks 3DEXPERIENCE Solutions

For SolidWorks customers and users of the associated SIMULIA optional Apps in SolidWorks Context

CATIA on Cloud*

For CATIA Customers and users of the associated SIMULIA optional Apps in CATIA Context

ENOVIA on Cloud*

For ENOVIA Customers

DELMIA on Cloud*

For DELMIA Customers

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How to access Online Support Communities?

1. Directly from the 3DEXPERIENCE platform on cloud

From the 3DEXPERIENCE platform, you have a direct access to the Support community. In

the Services menu , click on the Help icon and click on Support

Community . You will be redirected to the 3DEXPERIENCE platform on

Cloud community.

When you are on the 3DEXPERIENCE platform on Cloud community, you can access the

brand cloud communities you are a member of, by clicking on these thumbnails bellow.

2. From the cloud-onboarding DS Support Web page

Among the assistance information you can find within the Cloud-Onboarding page you can

retrieve the links to the “Mothers” Cloud communities

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3. Directly from DS Communities platform: Swym.3ds.com

1. Go to www.SwYm.3ds.com

2. Access to 3DSwym by login in with your user name/email and your password

The same information used to login into 3DSwym is used to connect to the

3DEXPERIENCE platform

The 3DSwym login name is the login that you used to create your 3DPassport

The email is the one that you used in your 3DPassport creation

Your password is the one you chose when you registered for your 3DPassport

3 Clicking on Login, you will arrive on 3DSwym Homepage

By Clicking on the globe you will see communities you belong to. Click on the

thumbnails to access to the community.

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Important notice

New 3DEXPERIENCE platform members or members who have been granted new roles are

regularly added to the Online Support Communities. However, because it is not an automatic

process, you may need to request the access to the community. If so, mention in the request

form that you are a user of the 3DEXPERIENCE platform and we will grant you the access.

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What Can I find in these communities?

1. Home

The Home Tab, documents the purpose of the current community, and different links to

relevant information.

2. Blog

Blogs keep you informed and connected. You will discover all the post written by community

expert. Reading the blogs regularly, keeps you informed about the latest information and

news.

3. Media

In the Media tab, you can retrieve all the Media upload and available within this community.

4. iQuestions

You are welcome to ask all your questions concerning the product in the iQuestions tab.

Our team will make every effort to respond quickly to all your queries.

5. Wiki

Prime information about the 3DEXPERIENCE platform is collected and shared within the

Wiki.

The Community Wiki indexes the most valuable knowledge so you have quick and easy

access to information. This helps you stay informed, and increase your skills with the

3DEXPERIENCE platform.

6. Members

This tab gives you information on all members of the community.

7. Support

On the Support tab you will find all information to access Support.

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How to Get Support?

Support Tab details

Knowledge Base: This is a direct portal to the Dassault Systèmes Knowledge Base. You

can directly browse and discover articles concerning Bug Report, Guide for Users, Guide for

Admin, Guide for Developers, Q&A, SR and White Papers.

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Ask an iQuestion: you are welcome to ask any question about the product. Our team will

make every effort to respond quickly to your inquiry. This button is located in both the

IQuestion tab and the upper right section of the Support Tab.

When to Ask an iQuestion?

You can use an iQuestion to:

Get information about an issue you experienced

Get ideas about how to work around an issue

Figure out how to do something

Leverage the knowledge of the community for ideas

When you post iQuestions, the 3DEXPERIENCE platform team gains valuable insight into

what the user community is experiencing as a whole. Every iQuestion posted is reviewed

by the 3DEXPERIENCE platform team and monitored to identify trends, and functional

gaps. The 3DEXPERIENCE platform team also monitors which types of iQuestions are not

being answered by community members. This provides information that can be used to

drive the development of the product to match user requirements as well as stronger

product documentation and training.

To ask an iQuestion:

1. click the iQuestions or Support tab,

2. then in the upper right had corner of the screen,

3. Your redirected to the iQuestion tab if you are not currently there

4. Type in your question in the open text field near the top of the screen

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Report a problem: From the support tab, you have the ability to report a problem directly

to our technical support team from the community.

If you are encountering a problem and believe a correction will improve the quality,

usability, and performance of the current or future releases, use the Report a

Problem button (see Contacting Support section below for more details).

To report a problem:

1. Click on the Support tab located near the top of the page

2. Click on the Report Problem Button, located in the 3DEXPERIENCE platform

community on the right side of the Support tab’s page.

3. You will see a textual input form appear in the center of the screen requesting you to

describe the issue and provide other technical details.

4. Fill in the Report a Problem form, being sure to choose the Application with

which you need help.

5. Click on the “Send” button

6. Once the “Send” button is selected a Service Request (SR) is automatically

generated in our bug tracking system and assigned to Technical Support.

Technical Support will investigate the Service Request and reply to you via an update in the

Service Request (visible in “My Service Requests” area).

Read more on the 3DEXPERIENCE platform on Cloud community

“Report a problem” function is the easiest way for you to submit your

support requests to the Dassault Systèmes support team!

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General information to provide to DS for Cloud issues

For all type of Web issues, we need the following information from user:

1. Tenant ID (visible in 3DSwYm URL for instance). Exemple: R1132100000797 2. Scenario step by step 3. Browser used and version 4. Screen capture of About 3DEXPERIENCE Platform (go to ? Menu in top right of your

application) 5. Screen capture OR video of error 6. Is it reproduced by all users?

a. Yes b. No => provide login and email address of user impacted

7. Is it reproduced systematically? a. Yes b. No

i. please record “Fiddler” traces when scenario is reproduced. See this Q&A for how to proceed: QA00000038204 How to use FiddlerCap to collect network traces for Cloud issues?

ii. Mention precisely when issue is reproduced: date and hour

For issues in the Rich Client, such as search issues, import issues, we need the Client/ Server traces. See this Q&A for how to proceed: QA00000038262 How to record traces of transactions between Client and Server?

For Online Installation issues, we need specific information. See this Q&A: QA00000038359 What information to send to support in case of online installation issue?

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My Service Requests: This section is available at the bottom of the page displayed from

the “Support” tab.

Here inside, you will see all your service Requests and you will be able to follow their

lifecycle and interact on them.

The example above shows you a closed Service Request.

By clicking on the SR line, a new panel is opened and allows you to interact by sending a

message to the support team to:

- Answer information queries

- Ask for a status

- Provide your feedback on the information provided

- Etc…

“My Service Requests” widget is your follow-up zone to get informed about the

last evolutions of your incidents and interact on them with the support team.

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Cloud Program Directory and Cloud

Documentation:

The Cloud Program Directory is intended for any

user who wishes to install or maintain the system,

or access product data. This information is

provided as an addition to the official

documentation.

Cloud Documentation is designed as a single entry

point to all Dassault Systèmes app and brand help.

DS User Assistance covers all brands. It can be

viewed using Internet Explorer, Chrome, or Mozilla

Firefox by clicking “Cloud Documentation” section

in the right column of the “Support” tab

You can access guides and the glossary rapidly via the table of contents on the left side of the page. You can also search for a topic, a specific term or phrase directly via the full-text search

engine.

Platform availability Status: Platform status is displayed within the “Support” tab in the

right side column. This panel allows you to follow detailed status of the platform and Planned

maintenance that concerns all GEOs. You can access to this panel here

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How to access information during platform outage

The Cloud support team supports you during an outage. As mentioned previously,

you can verify the status of your GEO platform directly on this panel here.

In case of an outage, you will see your platform in red status.

To see more details for the platform incident, click on the details button beside the platform

status.

You can see even more details for a platform incident in the blog section of the

3DEXPERIENCE platform on cloud community where the Cloud Support team publishes

detailed information regarding incident updates.

If you want to get instant notification for a platform incident, you can choose to subscribe to

your Cloud Environment Health RSS Feed. For this, select your environment between

Customers, Academia & Partner Portal and click on the RSS icon to subscribe to its RSS

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feed and receive instant notification directly within your mailbox or within your RSS feed

application.

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Key Troubleshooting Best Practices

3DEXPERIENCE Deployment 3DEXPERIENCE Launcher

Possible issues that could prevent 3DEXPERIENCE Launcher from working

A- The 3DEXPERIENCE Launcher was not installed

Check if you see this icon in the Windows system tray:

If you don't see it, this means that the 3DEXPERIENCE Launcher was not installed. Check that you

have run the 3DEXPERIENCE Launcher msi installer after having downloaded it.

B- The 3DEXPERIENCE Launcher is not running

To check if 3DEXPERIENCE Launcher is running, right click 3DEXPERIENCE Launcher icon in the

Windows system tray and click About:

There will be a balloon saying if 3DEXPERIENCE Launcher is running or not. Example:

If it is not running, you have to open a command prompt and launch services.msc. Then start

3DEXPERIENCE Launcher service:

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C- Firewall or anti-virus software may be blocking the 3DEXPERIENCE Launcher

Right click 3DEXPERIENCE Launcher icon in the Windows system tray and click “About”. You will

see the port number being used. Example:

Check that your firewall/antivirus doesn't block the port number.

D- The proxy may be blocking the 3DEXPERIENCE Launcher

3DEXPERIENCE Launcher is installed and running. When user selects an app, there is a popup

window to install the 3DEXPERIENCE Launcher. When user clicks to continue, after a few seconds,

the same popup appears.

The issue might be on customer’s proxy configuration. The customer’s proxy configuration does

redirect all requests to the proxy even if it’s bound to loopback addresses (127.0.0.1 / ::1 ). There is a

work around by adding an exception “dslauncher.3ds.com” on browser setting. A permanent fix

consists to configure the user's proxy server correctly.

In Google Chrome

1- Go in Chrome Settings, in the Network paragraph click on Change proxy settings..

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2- In Connections tab click on LAN settings button

3- In the Local Area Network Settings, Check Use a proxy server for your LAN and Bypass proxy server for local addresses. Then click on Advanced button.

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4- In the Proxy Settings windows, add in the Exceptions field the address “dslauncher.3ds.com”. Use semicolon (;) to separate entries.

In Internet Explorer

1-Go in Internet Explorer options: Tools>Internet Options. In Connections tab, Local Area Network(LAN)Settings click on LAN settings button.

2- As Chrome open Internet Explorer settings, next step is similar to step 3-4 from Chrome proxy configuration above.

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In Mozilla Firefox

1- Go on Firefox Options in Tools>Options in Network tab, Connection paragraph click on Settings button

2- In Connection Settings windows choose Use system proxy settings

Note: It is recommended to set Chrome or Internet Explorer configuration before setting Mozilla Firefox.

Click on OK to validate settings modifications for each browser.

E- The port number changed

During the installation, the 3 defaults port numbers were in use and the installer has been forced to

choose a random one.

If the port number used by the 3DEXPERIENCE Launcher is not among: 20300, 33200, 40600 then

enter the port number in the Troubleshoot panel:

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F- Internet Explorer settings

If you are using Internet Explorer 11 on Windows 8, make sure that the “Enable Enhanced Protected

Mode” option is deactivated. To do this, you can go to Internet Options, Advanced tab:

Still not working? Open a Service Request with 3DEXPERIENCE Launcher logs

If after these steps, you still face an issue, open a Service Request to support with 3DEXPERIENCE

Launcher logs which can be found in this folder in R2016x:

C:\ProgramData\DassaultSystemes\3DEXPERIENCELauncher\logs

If there is nothing in 3DEXPERIENCE Launcher logs, Dassault Systèmes Support will need msi

traces. For this, please refer to QA00000035710

MSI file installation failure:

MSI file type is used to install the 3DEXPERIENCE Launcher.

This file may encounter installation failure and file corruption. So trace of the MSI installation needs to be generated for analysis.

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Trace setup:

Inside a command window (cmd), type the following sentence:

msiexec /i "the_directory_where_you_have_downloaded_the_msi>\3DExperienceLauncher.msi" /L*v c:\temp\installlog.txt

Change the highlighted sentence by your own directory

Then get the traces generated inside c:\temp\installlog.txt

What is a MSI file?

Files that contain the .msi file extension store installer files for the Microsoft Windows operating system. When a user installs a Microsoft application onto his computer, the software uses a Windows Installer package to install the software onto their hard drive. The MSI file is what tells the computer which files to install and where to install the files on the user's system.

The MSI file format is actually structured like a miniature database that is laid out in a structured storage file.

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Native Apps Installation

If you are facing issues installing your updated Native applications, please consider the

following troubleshooting steps.

As you switch to the new 3DEXPERIENCE R2016x, it’s recommended to remove all

3DEXPERIENCE R2015x code previously installed on your machine, and to cleanup of your

system.

Remove previous thick client installation(s)

1) Remove all the previous installation from the Add/Remove Programs function

available from Start > Control Panel > Programs and Features. (you can remove

Prerequisites as well)

Or

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2) Delete the installation directory if it was not removed by the Uninstall process

Example default installation directories include:

C:\Program Files\Dassault Systemes\3DExperience SolidWorks

C:\Program Files\Dassault Systemes\B417

C:\Program Files\Dassault Systemes\<x>417<Dxx> (with any other letter)

Note : If your installation failed, think about deleting the installation keys in the Windows registry (only

after execution of the other steps!) :

Open the registry

Windows Start menu > Run > “regedit”

At this step you are strongly invited to perform a Backup before going any further on the clean process. For that,

use File / Export and save the file locally.

Locate the installation registry key

HKEY_LOCAL_MACHINE > SOFTWARE > Dassault Systèmes > V6

Remove the “B417” entry and all its sub-keys

Or Remove the « <x>417<Dxx> » in case another naming was used

3) Remove 3DExperience R2015x client shortcuts created on desktop, if some exists.

Application launch and use

In case that you experience issues while using the application please consider the following

steps:

Empty the working cache– Make sure to empty all Browser/Java cache, CATTemp and CATSettings before launching new setup

Browser / Java Cache:

Clear the Cache using the Java Control Panel available from Windows Control Panel >Java

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For all other problems

If, despite all previously provided troubleshooting, you are still facing issues, we propose you

to go forward in your troubleshooting experience through the following support experiences.

1) You can first consult our Dassault Systemès Knowledge Base and cloud support

resources.

Either from our Cloud Support Communities:

https://swym.3ds.com/#community:715

Or directly from our knowledge base

http://www.3ds.com/support/knowledge base

Our Cloud Support Communities and Knowledge Base contains contents such as Q&A, Bug

Reports, Documentation references, White Papers that may answer your questions.

Most of the troubleshooting information provided in previous paragraph has been extracted

from this support resource.

Also from the Cloud Support Communities you will be able to ask your questions to your

peers and share with others your own knowledge.

If you don’t find your answers navigating through the shared knowledge, you can report us a

problem description and it will be handled by our Support teams.

2) You can also contact your Dassault Systèmes Support Center