This post is meant as a short guideline to diagnose and address issues with the 3DEXPERIENCE Launcher and to provide a proper way to reach out for help if the problem can't be easily solved.
1. Check System Compatibility
When you encounter any problems with the 3DEXPERIENCE Launcher make sure that the minimum system requirements are fulfilled. The easiest and quickest way to check the compatibility of your environment with 3DEXPERIENCE platform is the Cloud Eligibility tool.
Hardware & Software Prerequisites
Download Cloud Eligibility tool
As a result of the Microsoft announcement, Dassault Systèmes has stopped providing Support Services on Windows 10 after October 14, 2025. We recommend upgrading to Windows 11 to ensure continued support. Please refer to support news for more details.
2. Fresh Installation
In some cases the 3DEXPERIENCE Launcher is already installed and running but either the native client or a specific app or widget is unable to properly recognize its presence. To allow a fresh launcher installation follow these steps:
- Open the Windows Task Manager
- Switch to the Services tab
- Look for 3DEXPERIENCE Launcher and stop the service if it is running
- Switch to the Processes tab
- End all 3DEXPERIENCE… tasks if there are any
- Open the Windows Settings and click on Apps or Apps & features
- Select 3DEXPERIENCE Launcher and click Uninstall
- Download the latest 3DEXPERIENCE Launcher
- Perform a fresh installation
3. Run 3DEXPERIENCE Launcher Diagnostics
If your system is compatible and the 3DEXPERIENCE Launcher installation was successful but you still have troubles, it is time to run Diagnostics and check for network issues.
- Right click on the 3DEXPERIENCE Launcher icon in the Windows task bar.
- Click on Options
- Switch to the Diagnostics tab
- Click Run diagnostics
- Usually the results should look similar to the picture below
Failed Diagnostics checks can be a good hint to the root cause of launcher problems. The Firewall might be blocking a required port or the Windows service might not be up and running after a reboot due to missing user privileges.
Please include your local IT department to assist in solving such network or configuration related issues.
4. Open a Service Request (SR)
In case the 3DEXPERIENCE Launcher issue persists and your IT department already ruled out network or configuration problems, the next step is to open a Service Request (SR). However, launcher problems might prevent you from using the 3DSupport app.
- If possible, use the 3DSupport app to open a SR.
- Try to use a different workstation to open the 3DSupport app.
- Ask a colleague, account manager or sales contact to open the SR on your behalf.
Always attach the last 3DEXPERIENCE Launcher log file and the Diagnostics result to the SR.
