---
title: How to Resolve the 'Unable to retrieve install data' Message in 3DEXPERIENCE
description: This guide walks through troubleshooting steps to resolve the 'Unable to retrieve install data' error that appears when attempting to launch SOLIDWORKS Connected or other native applications on the 3DEXPERIENCE platform.
---

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# How to Resolve the 'Unable to retrieve install data' Message in 3DEXPERIENCE

## This step-by-step guide walks through the steps to troubleshoot the 'Unable to retrieve install data' message when launching apps such as SOLIDWORKS Connected from the 3DEXPERIENCE platform.

There are a number of potential causes for this message. Each section below provides troubleshooting steps to attempt in order to resolve this behavior.

### Sentinel One Antivirus

If your organization is utilizing the Sentinel One Antivirus, it may be blocking the 3DEXPERIENCE Launcher from operating correctly. In order to resolve this, please carry out the following steps.

1. Add exceptions for the following executables in Sentinel One 
     1. C:\\Program Files\\Dassault Systemes\\3DEXPERIENCE Launcher\\3DEXPERIENCELauncherBackbone.exe
     2. C:\\Program Files\\Dassault Systemes\\3DEXPERIENCE Launcher\\3DEXPERIENCELauncherGUI.exe  
            1. This is based off of the default installation location. If you changed your installation from the default, you will need to use that path instead.
2. Restart your computer

### Local Intranet Security Level

Similar to the Sentinel One Antivirus, your local intranet settings may be having an affect on the performance of the 3DEXPERIENCE Launcher. In order to verify, you can take the following steps.

1. Open **Internet Options** from the Windows Start menu
2. Navigate to the **Security** tab
3. Select the **Local intranet** icon
4. Ensure the level is not set to High (i.e. Medium-Low)
5. Navigate to the **Advanced** tab (Windows 10 Only)
6. Ensure **Enable Enhanced Protected Mode\*** is turned off (Windows 10 Only)
7. Select **Apply**

### **Windows Defender Firewall**

Lastly, the Windows Defender Firewall may also impact the performance of the 3DEXPERIENCE Launcher. Carry out the following steps to confirm.

1. Open **Windows Defender Firewall with Advance Security** from the Windows Start menu
2. Navigate to **Outbound Rules**
3. Ensure there are no outbound rules set to block applications specific to 3DEXPERIENCE Launcher applications in the **Action** column, including but not limited to: 
     1. C:\\Program Files\\Dassault Systemes\\3DEXPERIENCE Launcher\\3DEXPERIENCELauncher.exe
     2. C:\\Program Files\\Dassault Systemes\\3DEXPERIENCE Launcher\\3DEXPERIENCELauncherBackbone.exe

1. If any are found, click on the rule to select it and select **Disable Rule**

 

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