Frequently Asked Questions
Find here useful solutions to most common problems on Dassault Systemes Customer Support Portal. If you cannot find your solution here, you can contact us to request some help.
To request a software license key, please contact your Dassault Systèmes Sales Contact or Distributor with the necessary technical information.
For this purpose, you can download and complete the license key request form on the Software License Key page ("Obtaining Software License keys" section).
- Go to https://software.3ds.com
- Log in with your 3DEXPERIENCE ID.
- In “Download My Supported Software” section, you will retrieve and download software you are supported for
a. All software you are allowed to access through your company site's supported solutions.
b. Solution under support automatically grants you access to all corresponding releases, levels and fixes. - In “Download My Orders” section, you will access the list of Media Orders containing software download access for past Purchase Order.
- In this section software can be accessed and downloaded even if you are not supported anymore for the corresponding solutions.
We invite you to browse the software.3ds.com/help page for additional information on how to download your software.
If you have any question regarding 3DEXPERIENCE ID, please Contact your company’s Security Administrator (or Support Administrator) and get your 3DEXPERIENCE ID to login to your Dassault Systèmes Customer Account.
If you are not able to identify this person or if this person has not yet been designated, contact your Customer Support Center.
Access Support Request Management Tool: 3DSupport App
This Tool enables you to Submit Requests, Exchange with Technical Experts, Customize your Dashboard, Manage Contacts, and Download Media, Service Packs and Fixes for your Dassault Systèmes Solutions.
You first need to get a 3DEXPERIENCE ID (Dassault Systèmes Customer Account).
Contact your company’s Security Administrator to get a 3DEXPERIENCE ID. If you are not able to identify him or if he has not yet been designated, contact your Customer Support Center.
The 3DS Passport gives you access to online private content on 3ds.com/support: Knowledge Base, Documentation, Software Download.
In you need more information about how to create a Service Request, please watch our Support Tool Tutorials.
When submitting a Service Request, please ensure that among the information sent to Dassault Systèmes there is no information that You consider as confidential or which requires an export license.
You shall not disclose or exchange any data or information, the export of which is controlled, regulated or subject to any permit or license under any applicable law or regulation, with the exception of data classified EAR99 or with equivalent export restrictions.
Note that it may be necessary for you to clean the information or data of confidential or export-restricted data in order to comply with this condition.
If you need to share specific data (confidential, export restricted, etc.), please contact the Customer Success to make sure the contractual framework allows such disclosure.
For additional information on Export Controls you can go to the Wassenaar web page
Take advantage of Dassault Systèmes Support and get Technical Assistance according to your specific needs and offer.
Based on your Dassault Systèmes Support Offer, you will have the possibility to contact your Customer Support Center by different ways.
- Secure Offer: Email, Users communities and Social Media.
- Advantage Offer: Phone, Email, Users Communities and Social Media.
E-mail
Contact your Customer Support Center and ask any questions regarding your 3DS Support Portal or your Support Process and Tools.
We will make our best efforts to reply as soon as possible/in timely manner.
Users Communities
Join our Users Communities to connect with your peers and Dassault Systèmes’ experts.
Our Communities are private, so you need to have a 3DS Passport to access them.
Phone
If you have any Technical question related to Dassault Systèmes products, please contact your dedicated Partner or call your Dassault Systèmes Local Customer Support Center from Monday 9AM to Friday 5PM (all time zones included).
Here are the links to all the self-help sections of the sites:
- Support Search: Use our Support Search on our Homepage! Enter your keywords and navigate through our different sections (Documentation, Knowledge Base, Software Download)
- New Customer: Access Dassault Systèmes New Customer section. It provides the essential information to help you plan, deploy and maintain your 3DS solutions.
- Documentation: Find here Dassault Systèmes online User's Guides which cover all V6 & 3DEXPERIENCE Platform Applications.
- Knowledge Base: Use our Knowledge Base to search through all kind of Knowledge sources: Bug Reports, User’s Guides, Developer’s Guides, Questions & Answers, Service Requests, and Best Practises.
- Communities: Join our Users Communities to connect with your peers and Dassault Systèmes’ experts.Find answers to your questions, share projects and ideas.
You need to have a Dassault Systèmes Customer Account.
Thanks to your 3DS Passport credentials, you can connect to your Dassault Systèmes Customer Account, which gives you access to online private content on 3ds.com/support: Knowledge Base, Documentation, Software Download, etc. It is delivered by your company’s Security Administrator (or Support Administrator).
Contact your company’s Security Administrator (or Support Administrator) and get your 3DS Passport credentials to login to your Dassault Systèmes Customer Account.
If you are not able to identify this person or if this person has not yet been designated, contact your Customer Support Center.
- Go to on Forgot your Password page.
- Fill in your login name or your email address and click ‘Submit'.
- You will receive an email that will allow you to reset your password. Click on 'click here to reset' in the mail you received.
- Set your new password or generate automatically a new one by clicking 'generate for me'.
- A confirmation email will be sent to your email address. You can now use the new password you set to log in.
There are two ways to change the password:
1. Once identified
- You need first to login on the DS services welcome page, using the 3DS Passport for Support
- Click on "change my Password" link in ToolBox section
- Here you can update your password. You will receive a confirmation email
2. Without being identified
- Go directly to the Forgot Your Password page
- Fill in your login name or your email address and click ‘Submit'
- You will receive an email that will allow you to reset your password. Click on the link "reset-password" in the email you received
- Set your new password and click on "Update"
- A confirmation email will be sent to your email address
You can now use the new password you set to log in.
Contact your Customer Support Center.
Please note that the following information will be required to get support: Prefix, First Name, Last Name, email and Customer site ID Number (available in the "License Key Delivery Notice" or in the "Key Availability Notice").
Some news are private. You need then to log in with your 3DS Passport in order to be able to see them all.
Indeed, some news are only accessible to a type of customer and/or a service. It depends then on:
- the type of customer you are (DS Direct Licensee or PARTNER)
- the Customer Support Offers you are entitled to (Secure, Advantage, Enterprise, Developer Support or Success Partner).
This is why, depending on your profile and the Customer Support Offer you subscribed, some news are not accessible.
For more information concerning Dassault Systemes Customer Support Services, please have a look at our Support Offers.
All most commons Web browsers (IE, Mozilla Firefox...) are supposed to work with 3ds.com. If you encounter some troubles with a specific browser, do not hesitate to contact our Customer Support Center.
RSS feeds bring automatically updated information straight to you. In order to receive RSS feeds, you need an RSS reader built-in to the browser like IE11 (and later) or Mozilla Firefox.
Connect to the 3DS Training to get help for your student edition of your Dassault Systemes software.
Dassault Systemes recommends COE which is the community dedicated to the exchange of information about CATIA and other Dassault Systèmes software products.
COE has helped users leverage their Dassault Systèmes’ solutions to stay ahead of the competition through information exchange, robust Web products, user conferences, product enhancement committees, professional networking opportunities, and much more.
COE is comprised of more than 50,000 users in more than 400 member companies representing the aerospace and defense, automotive and transportation, consumer goods, shipbuilding, industrial machinery, electrical and electronics, fabrication and assembly, and plant design/AEC.