cloud frequently asked questions

Frequently Asked Questions

Where you can find all support information for 3DEXPERIENCE platform on cloud – from getting started to maintaining and getting in touch with the community

Get Started

To access to your 3DEXPERIENCE platform, you need: 

  • To check the compatibility of your environment with 3DEXPERIENCE platform on cloud, thanks to the Cloud Eligibility tool.
  • A 3DEXPERIENCE ID, the unique access to your 3DEXPERIENCE platform and all Dassault Systèmes private content.

If you already have a 3DEXPERIENCE ID, please connect directly to your 3DEXPERIENCE platform.

If you don’t have a 3DEXPERIENCE ID, check the FAQ How to create a 3DEXPERIENCE ID.

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 3DEXPERIENCE ID.

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 webpages.

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.

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 (SR), you should go to our 3DEXPERIENCE platform on cloud support and select Submit a request.

Check the Onboarding page and visualize video tutorials to know more about how to create, follow and manage your Service Requests (SRs).

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 description field of your SR: see FAQ 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 3DSwY URL
  3. Problem detection date : date on which you have encountred the problem
  4. Scenario: describe the step by step workflow that lead to your issue, since you start 3DEXPERIENCE Platform
  5. Expected Result: describe the result you expect instead
  6. Screen capture OR video of the error: it's better to illustrate your scenario for a quick understanding of your issue
  7. Is the issue reproduced on all several browsers? (IE/Firefox/Chrome) Yes/ No: precise specify your Browser and version
  8. Is it reproduced by all users? Yes/No: provide login and email address of the user impacted
  9. Is it reproduced systematically? Yes/No: since when is it reproduced? (date and hour)
  10. Optional: If the scenario is not reproducible systematically, or reproducible only with specific user/tenant, DS Support may also ask you:
  11. Fiddler traces. The people who face the issue can record it easily. See: QA00000038204 for how to proceed to record Fiddler traces.
  12. 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)
  13. 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.

To open an enhancement request, you have to get in touch with your sales representative. He will formalize and submit your need to our R&D department.

Install Native Apps

To complete the online installation of the 3DEXPERIENCE native applications, perform the following steps explained on the page Native apps installation.

If you want to install an app from a new role, we invite you to read the "Rich app installation" section on the Native apps installation page.

If you want to install 3DDRIVE, we invite you to read the section "How can I install 3DDRIVE" on the Native apps installation page.

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.

Update and Upgrade

Each year, we make improvements on your 3DEXPERIENCE platform. We talk about upgrade and updates, but what is the difference between them?


A software upgrade is a new version of the platform that offers a significant change or improvement over your current version. At the end of each year, we perform an upgrade.


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.

Discover the 3DEXPERIENCE platform user's Community  informs you live when an upgrade or updates happen.

You will receive a communication by email from our Online User Excellence Center around 21 days before an Upgrade or Updates.

This communication informs you about upcoming scheduled Upgrade or Updates 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 Updates 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 user's Community

The 3DEXPERIENCE platform user's Community is public and accessible with a 3DEXPERIENCE ID. 

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:

  • Program Directory
  • User Assistance
  • Native apps installation
  • Upgrade guide

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, you can check the video "How to add a member" on the Onboarding page.

To grant roles on the 3DEXPERIENCE platform, you can check the video "How to grant roles?" on the Onboarding page.

To add a member on the 3DEXPERIENCE Platform, you can check the video "How to add a member" on the Onboarding page.

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.

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.