Below is a list of steps that can be followed to resolve most of these issues.
TIP: For each of these steps, it is recommended to launch from the platform in your web browser rather than a desktop shortcut. If the behavior ends up being resolved through these troubleshooting steps, but you still experience issues with the desktop shortcut, then delete the existing shortcut and create a new one to see if that resolves the unexpected behavior.
Clearing Web Browser Cache
3DEXPERIENCE relies heavily on browser cookies to retain information. These should be cleaned periodically, especially if you are having connection issues. Follow the user instructions for your chosen browser and be sure to select 'All time' for the time range.
Restart 3DEXPERIENCE PLM Services
Another cause of connection errors could be failed communication with the platform Product Lifecycle Management (PLM) Services. Restarting these services is a quick process:
- Right-click the 3DExperience PLM Services icon in your system’s tray
- Select ‘Exit 3DEXPERIENCE PLM Services
It will be restarted the next time SOLIDWORKS is launched.
Purge Temp Files
Similar to browser cookies, SOLIDWORKS Connected stores a lot of information in temporary files, and these should be cleared periodically.
- Open ‘Run’ by holding the Windows button on your keyboard and typing ‘r’.
- Type “%temp%” and click Open.
- Select all files in this location and press the Delete button.
NOTE: Some files may not be deleted, click ‘Skip’ if prompted.
Still Experiencing Issues?
If you are still experiencing issues, the SOLIDWORKS Rx tool should be used to collect logs with 'Include 3DEXPERIENCE Debug logs' turned on.
Instructions for this are available here.
The zipped log files should be provided to your Value Added Reseller (VAR) for more in depth analysis.