3DEXPERIENCE platform on cloud support
FAQ
Start with your 3DEXPERIENCE platform on cloud
To access to your 3DEXPERIENCE platform you need a 3DPassport, the unique access to your 3DEXPERIENCE platform and all Dassault Systèmes private content.
If you already have a 3DPassport, please connect directly to your 3DEXPERIENCE platform.
If you don’t have a 3DPassport, check the FAQ How to create a 3DPassport.
Once you have a 3Dpassport, visit the 3DEXPERIENCE platform Onboarding section.
To connect to the 3DEXPERIENCE platform on cloud you must be invited by your Administrator and receive an email invitation.
In this email you have the option to create a new 3DPassport.
If you didn’t receive an email, contact your Admin, or the Online User Exellence Center if you are an Administrator.
Get support
The Online User Excellence Center is the team dedicated on supporting on 3DEXPERIENCE platform users all over the world on 24*5, and 24*7 for cloud priority cases.
To contact them please have a look to the FAQ How can I get support?
If you need some support on the 3DEXPERIENCE platform on cloud, you can contact the Online User Excellence Center.
Choose the right way for you to contact the team:
You can also receive information in the 3DEXPERIENCE platform on cloud support.
When you are facing a Cloud Priority Case you can call the Online User Excellence Center 24.*7.
On the Call us page, select “Call Center for any brand except specific brands/products below”, select your country and then use the phone number that appears in the Id card. Press the Cloud Priority Number to connect with Online User Excellence Center.
Cloud Priority Case means the total inability for a customer to connect, load or save its data. It is an Online Services interruption other than a Planned Service Interruption or an Emergency Service Interruption.
For more information, please read our Support Policies.
To consult the support policies of the 3DEXPERIENCE platform on cloud, please take a look at our support policies section.
If you want to submit a request, you should go to our 3DEXPERIENCE platform on cloud support and select Submit a request.
Select "New request" at the top left of the page. Fill in the boxes: search your App, Choose your navigator, choose your level of emergency, and specify the title of your request and the description. If you want to be contacted by our team, we encourage you communicate your phone number.
If needed, you can add a file. To help the Online User Excellence Center, you can add some information in the comments box: How can I help Customer Success to better analyze my cloud issue?
For Web applications issues on cloud, we generally need the following information from you:
1. Service URL: 3DDashboard URL
2. Tenant ID: it's the Rxxxxxxxxxxxx identifier visible in 3DSwYm URL
3. Scenario: describe the step by step workflow that lead to your issue, since you start 3DEXPERIENCE Platform
4. Expected Result: describe the result you expect instead
5. Screen capture OR video of the error: it's better to illustrate your scenario for a quick understanding of your issue
6. Is the issue reproduced on all several browsers? (IE/Firefox/Chrome) Yes/ No: precise specify your Browser and version
7. Is it reproduced by all users? Yes/No: provide login and email address of the user impacted
8. Is it reproduced systematically? Yes/No: since when is it reproduced? (date and hour)
9. Optional: If the scenario is not reproducible systematically, or reproducible only with specific user/tenant, DS Support may also ask you:
10. Fiddler traces. The people who face the issue can record it easily. See: QA00000038204 for how to proceed to record Fiddler traces.
11. Code level: For this, you can provide a screen capture of About 3DEXPERIENCE Platform (go to? Menu in top right of your application, then go to About tab)
12. Support information file (go to the “?” Menu, then go to Support tab and click Download information file). This will generate a file with information on your browser, OS, resolution, geolocation, tenant ID, platform latency and download rate
Find more details within the article Using FiddlerCap to collect network trace.
Analyzing and identifying root causes of issues related to open/save of data, import of V5 data or crash need some expertize.
An user can do his own first level of analysis for specific scenario and collect traces to forward them to DS Tech-support.
Find the detailed procedure in the article How to launch “For Support” tool in 3DEXPERIENCE platform on cloud.
If you encounter an issue related to Online Installation, please provide installation logs to support when reporting the incident.
Please find detailed information to find online installation logs on this knowledge base article: Diagnosis online installation performance issue for Cloud customers.
Install your 3DEXPERIENCE native application on cloud
To complete the online installation of the 3DEXPERIENCE native applications, perform the following steps:
1. Go on the 3DEXPERIENCE platform using your 3DPassport credentials
2. Based on the roles those have been granted to you, the apps will be visible under each Quadrant of the compass
3. Click the Native app Icon that you intend to use
4. Platform will prompt you to install the 3DEXPERIENCE Launcher
5. Download and install the launcher
6. Continue with the installation
7. Select option of Installing All Granted Roles OR All Roles containing the App;
8. Installation launch starts and launched the Installer;
9. Installation finishes;
10. Launch the App from the Compass again by clicking the Icon. The App Launches.
For more information on the installation of the 3DEXPERIENCE platform, please take a look at our Onboarding section.
From the Compass expand the new role
Select the App you want to install
1. Select option of Installing All Granted Roles OR All Roles containing the App
2. Installation launch starts and launched the Installer
3. Installation finishes
4. Launch the App from the Compass again by clicking the Icon.
5. The App Launches.
1. Login to 3DEXPERIENCE Platform.
2. On Top right of the Global tool bar you’ll find 3DDrive icon.
3. Click on the Gear icon Install option is prompted
4. Click on it to install
5. Allow the installer to launch.
6. Install 3DDrive
7. Once installation is done.
8. It prompts you to define the folder for physical location of the Drive on your machine.
9. Specify desired folder location in case you want to change the default location.
Once done, the installation is over and 3DDrive is ready for use.
If you encounter an issue related to Online Installation, please provide the following information to support when reporting the incident.
This information is located in the article Information to send to support in case of online installation issue.
If you encounter an issue related to Online Installation, please provide installation logs to support when reporting the incident.
Please find detailed information to find online installation logs on this knowledge base article diagnosis online installation performance issue for Cloud customers
If you encounter an issue related to 6W tags, please provide key information to support when reporting the incident. Please find this detailed information in this knowledge base article: Information to send in case of issue affecting 6W tags in 3DEXPERIENCE platform on cloud.
Upgrade and Update your 3DEXPERIENCE platform
Each year, we make improvements on your 3DEXPERIENCE platform. We talk about upgrade and update, but what are the differences between them?
Updates
In software terms, an update is meant to correct small bugs to make platform more efficient.
In general, we perform about 4 updates within a year.
Upgrades
A software upgrade is a new version of the platform that offers a significant change or improvement over your current version. At the beginning of each year, we perform an upgrade.
Discover the 3DEXPERIENCE platform on cloud Community informs you live when an upgrade or update happens.
You will receive a communication by email from our Online User Excellence Center around 21 days before an Upgrade or an Update.
This communication informs you about upcoming scheduled Upgrade or Update events on your solution, also all post actions to secure your productions during aside those operations.
You can stay connected and be informed about the next Upgrade or Update by checking the news feed of the Cloud community and on the 3DEXPERIENCE Live Status.
On the upgrade/Update day, you will be informed by email about the operation status.
2 communications will be sent, one at the start of the operation and one at the end of the operation.
All the information will be available on the 3DEXPERIENCE Live Status.
3DEXPERIENCE platform on cloud Community
New 3DEXPERIENCE platform on cloud members or members who have been granted new roles are regularly added to the 3DEXPERIENCE platform on cloud community.
However, because it is not an automatic process, you may need to request the access to the community. If so, log into the 3DEXPERIENCE platform on cloud community. A request form will appear. Mention in this request form that you are a user of the 3DEXPERIENCE platform and we will grant you access.
Using the 3DEXPERIENCE platform
If you want to have access to online documentation on the 3DEXPERIENCE platform, you can browse information on the cloud support website. In the section Usage of the 3DEXPERIENCE platform, you will find:
In the 3DEXPERIENCE platform there are 3 roles:
- Administrator grants the new user platform administration rights.
- Member employee of his company. Designated to use specific Apps.
- Contractor external user as a member of the platform.
To add a member on the 3DEXPERIENCE platform as an Admin:
- Select the North quadrant of the Compass
- Search for member
- Select the widget “Members Control Center” In Invite & Grant Roles
- Select Invite members
- Enter the email address of the user you want to add the 3DEXPERIENCE Platform
- Select the access rights of this new user (Member, Administrator, Contributor)
- Select the language of the invitation
- Feel free to add a message into the invitation if you want
- Select “next”
- Please ensure that you have administrator rights or that you contact your system administrator to be able to perform the necessary software installations.
- Select the roles that you want to grant to this user (for example “Mechanical Designer”)
- Select “invite”
To add a member on the 3DEXPERIENCE platform, you can also check the video How to add a member?
As an Administrator:
- Select the North quadrant of the Compass
- Search for member
- Select the widget “Members Control Center”
In Invite & Grant Roles:
- Search the user you want to grant roles
- Click on “Detail”
- Switch to “view all other roles”
- Search for your role
- Grant it
To grant roles of the 3DEXPERIENCE platform as a member on the 3DEXPERIENCE platform, you can also check the video How to grant roles?
As an Administrator, you can add many members to the 3DEXPERIENCE platform:
- Select the North quadrant of the Compass
- Search for member
- Select the widget “Members Control Center”
- In Import Members
- Select Invite members
- Follow the example, and import the your csv file
- Select the language of the invitation
- Feel free to add a message into the invitation if you want
- Select “next”
- Select the roles that you want to grant to the users (for example “Mechanical Designer”)
NOTE: the role will be granted to all user in the csv - Select “invite”
The installation procedures have to be performed as Windows System Administrator (or Windows System administrator privileges).
Monitor the health of the cloud
The 3DEXPERIENCE platform live status is available on the 3DEXPERIENCE platform on cloud support webpage.
This panel allows you to follow the 3DEXPERIENCE platform status and planned maintenance that concerns all GEOs.
The Online User Excellence Center supports you during an outage. At any time, you can check the status of your GEO platform directly on the 3DEXPERIENCE platform live status.
In case of an outage, you will see that your platform status appears in red. To see more details about the platform incident, click on the details button beside the platform status.
Finally, the Cloud Support team publishes detailed information regarding incident updates in the blog section of the 3DEXPERIENCE platform on cloud community.
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 in the Cloud Health Console your environment between Customers, Academia & Partner Portal and click on the RSS icon to subscribe to its RSS feed and receive instant notification directly within your mailbox or within your RSS feed application.
The "CATIA Network Statistics" tool is used to check the quality of the Network from Rich client applications (e.g CATIA).
It gives us the indication about whether the network we are using is of good quality or not by analysing the network using parameters like: bandwidth, latency and packet loss.
Please find detailed information to activate this tool and use it on this knowledge base article: Configuring "Network Statistics" Tool for on Cloud 3DEXPERIENCE platform.