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How To Use The 3DEXPERIENCE Troubleshooting Machine

This guide explains how to run and interpret diagnostics using the 3DEXPERIENCE Troubleshooting Machine tool, helping you identify and resolve platform issues quickly.

NOTE: 

The Troubleshooting Machine (TSM) tool is only supported on Windows environments.

It does not run natively on macOS.


Prerequisites

Before you start:

  • You must be signed in with a user account that has access rights to run diagnostics on your 3DEXPERIENCE platform.
      • First, use the link below to download and install the troubleshooting machine. 
      • Download Platform - Dassault Systèmes
      • Click on the pop-up in your browser, or navigate to your downloads folder to extract and run the Troubleshooting Machine
      • Confirm that the you have the required access (some diagnostics may require local admin rights on your computer).

Initiating the switch

Once the installation step is complete, proceed with below steps

  • Step 1: Launch the Troubleshooting Machine
    • Click on the Troubleshooting Machine icon to launch the program.
    • If prompted, log into the 3DEXPERIENCE platform with your credentials and accept the terms.


  • Step 2: Configure the Diagnostic Run
    • Enter your company's Platform URL. You can find this by logging into your Platform, then copy and paste the URL into the TSM. 
    • Chose your Web browser, Chrom or Edge (Firefox is not supported at this time).
    • Select the recording area; a full screen is recommended for visibility of related popups, but do be careful of sensitive data.

  • Step 3: Execute Diagnostics
    • Click Open Browser
      • This opens a new in-private browser session automatically directed to your platform URL.
      • Log in with your 3DEXPERIENCE ID and complete 2FA if prompted.
      • A small pop-up will appear in the lower-left with controls to start, pause, and finish the recording (Similar to SOLIDWORKS Rx problem capture).
    • Once you’re logged in, you’ll land right on the page with the issue.
      • Hit the play button in the pop-up, and you’ll see a blinking red-and-yellow border indicating  your recording area (around the browser you opened).
      • Reproduce the 3DEXPERIENCE issue inside that border, showing all the relevant details and your access level in the collaborative space (leader, author, owner, etc.).
      • When done, stop the recording and click Close Browser.
  • Step 4: Review Results
    • Once the diagnostic run completes:
      • The tool presents a summary view showing: Passed checks, Warnings, Failures; Each item will include a short description and severity.
      • For issues flagged, click the detail (often via a “View Details” or “i” icon) to see error messages, logs, and suggested fixes

  • Step 5: Take Remediation Actions
    • Based on the diagnostic output, apply any configuration fixes recommended by the tool.
    • Restart affected services if advised.
    • If logs point to deeper issues (e.g. database connectivity, permissions, corrupted files), engage the appropriate teams (e.g. network, server, DB).
    • After corrections, rerun diagnostics to confirm that issues are resolved.
  • Step 6: If necessary, gather your logs and send them to your Value Added Reseller (VAR) for further assistance
    • Once the Troubleshooting Machine is complete, it will automatically zip up a summary file.
      •  The default location is C:\users\<your username>\AppData\Local\Temp\TSM

 

Notes: 

  • Some diagnostics require elevated privileges; if errors occur, verify you have correct permissions.
  • Running full diagnostics in a production environment may temporarily degrade performance.
  • If the tool fails to detect or resolve an issue, collect the diagnostic report at the above file path and contact 3DEXPERIENCE support or your Value Added Reseller (VAR) with the report attached.

 

FAQ

Q: Can I stop a diagnostic run once it’s started?

A: Depending on where the run is, you may be able to cancel; however, some checks can’t be halted mid‑execution.


Q: Are the diagnostic reports saved automatically?

A: Yes, the tool archives completed runs in Diagnostics History for review and audit.


Q: Can I share a diagnostic report with support?

A: Absolutely. In fact, many support requests require attaching the full report so engineers can analyze the raw data.