Troubleshooting 3DEXPERIENCE Connection Errors

The 3DEXPERIENCE platform enhances collaboration and eliminates geographical barriers for designers. As this is an online platform, a solid connection is required to ensure stability and performance. General checks can be performed for internet connection and bandwidth, but in some cases, there may be further security restrictions or problematic temporary files preventing connection.

Error messages may be given on launching SOLIDWORKS Connected or the 3DEXPERIENCE add-in for SOLIDWORKS desktop. The wording can vary, but each message indicates an error with the connection. We’ll discuss different troubleshooting techniques to help resolve 3DEXPERIENCE connection errors.

Examples of 3DEXPERIENCE error messages

3DEXPERIENCE Server Status

The first thing to verify is that the 3DEXPERIENCE Cloud Servers are not undergoing maintenance. There are regularly scheduled maintenance periods for software updates alongside downtime for hotfixes to 3DEXPERIENCE to keep it running in an efficient manner.

You can check the current Cloud Status using our dedicated server dashboards for 3DEXPERIENCE clients.

Internet Connection Checks

Ensure you have a solid internet connection with sufficient bandwidth. The minimum requirements are 4 Mbps of available bandwidth and a maximum round-trip latency of 350 milliseconds toward Dassault’s data center. However, a faster connection is recommended for a better experience.

To verify your connection speeds to the servers, you can run the Cloud Eligibility Checker and review the results.

3DEXPERIENCE Cloud Eligibility Results

3DEXPERIENCE Server Connection

Using the Cloud Eligibility tool mentioned above, verify that the Connection to Dassault Systèmes License Server and the 3DEXPERIENCE Launcher Configuration are successful.

Successful Cloud connection tests

3DEXPERIENCE Launcher Diagnostics

The 3DEXPERIENCE Launcher options provide diagnostics to verify connection through ports and URLs. Right-click the 3DEXPERIENCE Launcher icon from the Windows task tray to access the Options and then swap over to the Diagnostics tab.

Using the 3DEXPERIENCE Launcher diagnostics

Restart Your Computer

While this is the classic IT suggestion, it is a crucial step in case there are hung services running in the background not shutting down. Be sure to perform a restart and not just a shutdown. A default Windows shutdown may not restart services if the Fast Startup option is enabled, as it only keeps your session in a suspended state.

Clear Browser Cache and Cookies

In some cases, an internet browser may have outdated or faulty cache and cookies. To resolve many issues with 3DEXPERIENCE, it is important to clear the cache and have your browser pull fresh information.

The steps to clear your browser’s cache can be found below:

• How to Manage and Clear Your Cache and Cookies | Edge Learning Center
• How to Clear the Firefox cache | Firefox Help
• Clear Cache and Cookies | Google Account Help

Internet Properties

The Windows Internet Properties has settings that may interfere with the connection. To access these options, click on Windows Start and search for “Internet Options”. Keep in mind that changes to these options may require an IT administrator.

To adjust the Internet Properties, use the following steps:

1. On the General tab, click Settings and then View Files. Delete all files in the “INetCache” folder that opens.
   

   Accessing the INetCache

2. On the Security tab, select Internet and click “Default level”. This should set the slider bar to Medium-high.
   

   Resetting the security level to default

3. Also on the Security tab, select Trusted Sites and then click on Sites. Add the URL https://*.3ds.com to the list.
   

   Adding a trusted site

4. On the Advanced tab, select “Restore advanced settings”.
   

   Resetting the advanced internet settings

SOLIDWORKS Rx System Maintenance

The SOLIDWORKS Rx application provides various features for diagnostics, system maintenance, and capturing issues. The System Maintenance tab assists with clearing cache and temporary files specific to SOLIDWORKS and 3DEXPERIENCE.

• To launch SOLIDWORKS Rx with SOLIDWORKS Desktop using the 3DEXPERIENCE add-in, go to Windows Start>All Apps>SOLIDWORKS Tools>SOLIDWORKS Rx
• To launch SOLIDWORKS Rx with SOLIDWORKS Connected, run %programfiles%\Common Files\SOLIDWORKS Shared\20XX\sldrx\sldrx.exe

While selecting all options is preferred, the last two items to Clean the temporary SWCEF cache directory and Clean the 3DEXPERIENCE temporary directory, are specific to 3DEXPERIENCE. Click Start Maintenance and wait until all items show a green check or red X. The red X just indicates that no files existed in this folder. Depending on the number of cached files, this could take 30 minutes or longer.

Cache maintenance with SOLIDWORKS Rx

Removing Temporary Folders and Registry Settings

If the connection errors persist, a deeper cleaning of the temporary folders and registry keys may be required.

Rename (or backup and delete) the following folders:

• %temp%\swcefcache
• %temp%\DSTempWebview2
• %localappdata%\DassaultSystemes\CATTemp

You can enter these paths directly in the Windows Explorer address bar, and you will be redirected to the folder under the signed-in user.

Within the Windows registry, rename (or backup and delete) the following key:

• Computer\HKEY_CURRENT_USER\Software\Dassault Systemes\SolidWorksPDM

Renaming Windows Registry keys

Use caution when editing the Windows registry. Deleting or modifying the wrong key can affect other applications or the operating system. Contact an IT administrator if needed. In some case,s a reset of the overall SOLIDWORKS settings registry key may be required.  Review our article Reset SOLIDWORKS Settings to Default.

Antivirus Interference

Antivirus software may interfere with the required processes. There is a known conflict with the SentinelOne security application. Launching a 3DEXPERIENCE app gives the error “Unable to retrieve install data”. The Windows Event viewer will show an error related to SentinelOne blocking 3DEXPERIENCELauncherBackbone.exe.

Add the following application as an exception in SentinelOne and restart the client machine:

• C:\Program Files\Dassault Systemes\3DEXPERIENCE Launcher\3DEXPERIENCELauncherBackbone.exe

Faulty Installation

In rare cases, a full reinstall of the 3DEXPERIENCE application may be required.

Instructions for a clean uninstall of each 3DEXPERIENCE application are provided in the links below:

• Design With SOLIDWORKS: https://support.3ds.com/knowledge-base/?q=docid:QA00000100870
• SOLIDWORKS Connected: https://support.3ds.com/knowledge-base/?q=docid:QA00000070487

Still Experience 3DEXPERIENCE Connection Errors?

While the information listed above typically resolves connection errors with the 3DEXPERIENCE platform, it is possible that there is another issue preventing you from connecting. In these rare cases, further troubleshooting from a certified professional may be required. TriMech and Javelin Subscription clients have access to our dedicated Technical Support team to further assist and get you back to designing.

To submit an issue to our Technical Support Team and generate a case, click here.