Troubleshooting Machine

Troubleshooting Machine (TSM) is the easiest and quickest way to record a video and collect traces of a 3DEXPERIENCE platform scenario.

We recommend using Troubleshooting Machine while opening a Service Request to Dassault Systèmes support team in order to optimize the performance of the Support services by :

• Reducing Service Request submission cost
• Reducing Service Request back and forth
• Accelerating Service Request resolution time

Please find below a simplified illustration of the process requiring to use the Troubleshooting Machine :

Troubleshooting Machine use cases may vary depending on the type of applications used on top of the 3DEXPERIENCE platform:

• if you are using web applications, you will use the TSM client for web apps
• if you are using desktop applications, you will use the TSM client for desktop apps

• Troubleshooting Machine for web apps (TSM client for web apps)
  • Download link : Troubleshooting for Web Apps
    Note : Download will start automatically from the 3DS Software download webpage so please check your download history. In case the download is not retrieved, check your settings to make sure that pop-ups and redirects are allowed from 3DS Software download webpage.  
    • Troubleshooting for Web apps Version: 6.427.1 (3DEXPERIENCE R2025x FP.CFA.2506)  - note : this tool version is (downward or upward) compatible with all supported release versions of the 3DEXPERIENCE platform
    • Publication Date: June 10 2024 – Update frequency : around every 2 months
  • To know more about Troubleshooting for Web apps installation and usage, please refer to QA00000303283
     
• Troubleshooting Machine for desktop apps (TSM client for desktop apps)
  • Download link : not needed, available within 3DEXPERIENCE platform Desktop Apps installation through executable called ‘3DEXPERIENCE_TSM.exe’
  • To know more about Troubleshooting Machine for Desktop apps usage, please refer to QA00000309832
     
• Troubleshooting Machine server component (TSM server)

  • Download links : 

    3DEXPERIENCE Platform release and level	Compatible TSM Server version	Download links
    R2022x GA and upper FP R2023x GA to R2023x  FP2419 (FD08) R2024x GA	3DEXPERIENCE R2023x FP.CFA.2324	Linux Windows
    R2023x  FP2428 (FD09) and upper FP R2024x FP2405 (FD01) and upper FP R2025x GA and upper FP	3DEXPERIENCE R2024x FP.CFA.2405	Linux Windows

     

  • To know more about Troubleshooting Machine server installation, please refer to QA00000303283 & QA00000309832

Please retrieve below the Troubleshooting Machine applications usage policy which is displayed to the user when launching the client application :

“You are about to launch Troubleshooting Machine tool proposed by DS in the context of the Support Services subscribed by you or by your entity as governed by the Support Policies made available online. Troubleshooting Machine’s purpose is to optimize the performance of the Support Services by providing both the scenario recording and the collect of traces required to analyze a Case of support.
To this end, Dassault Systèmes recommends using Troubleshooting Machine:
- only for the purpose of optimizing Support Services while opening a Caseto DS support team.
- on a test or debug environments as it may lead to impacts on the software execution such as performance, reliability, and amount of generated data.”