November 18 update: The maintenance on November 19 will include a fix for the "Unable to retrieve install data" error. After the maintenance is complete, those who were affected should retry to update SOLIDWORKS Connected from the Compass.
November 22 update: To take advantage of the fix, you may need to clear the previous 3DEXPERIENCE Launcher data:
- From Windows Control Panel > Programs and Features, uninstall 3DEXPERIENCE Launcher.
- In Windows File Explorer, rename C:\\ProgramData\\DassaultSystemes\\3DEXPERIENCELauncher, for example to 3DEXPERIENCELauncher_OLD.
- Open your internet browser (Chrome, Firefox, Edge) in Incognito/private/InPrivate mode. Alternatively, clear your browser cache and cookies.
- Log into your MAKERS platform (https://www.solidworks.com/maker-cloud).
- Click the Compass, then click SOLIDWORKS Connected.
- Download and install the 3DEXPERIENCE Launcher.
- Continue with the installation of SOLIDWORKS Connected.
Our current priority is to ensure that the fix resolves the "Unable to retrieve install data" error. Afterwards we will consider partial compensation for those who were affected by this issue for an extended time.
Some people have reported that launching SOLIDWORKS Connected from the Compass results in the error “Unable to retrieve install data”.
We need logs to troubleshoot. If you see this exact error and are willing to help, could you please contact @KK @KD or @JT through 3DSwym conversations?
Troubleshooting
1. Close all running applications.
2. Go to "Control Panel -> Internet Options
a. Advanced tab"
i. "Use TLS 1.2" should be enabled.
ii. “Enable Enhanced Protected Mode” should be disabled.
b. 'Security tab'
i. "Security level or this zone" to Medium
ii. Disable "Enable Protected Mode"
c. General Tab
i. Browser History -> Select all check box -> Delete
ii. Settings -> View files -> Select all and delete.
3. Go to "Control Panel -> Administrative Tools -> Services -> Restart 3DEXPERIENCE Launcher Service.
4. Open Browser (Firefox \\ Chrome \\ Edge) -> Clear all browser data.
5. Test the behavior by launching SOLIDWORKS from Makers platform
Possible resolutions as reported by some people in this community
- Uninstall and reinstall SOLIDWORKS Connected
- Control Panel > Programs and Features > Dassault Systemes SOLIDWORKS 3DEXPERIENCE R2022x
- Add exceptions to Windows Defender firewall settings
- C:\\Program Files\\Dassault Systemes\\3DEXPERIENCE Launcher\\3DEXPERIENCELauncher.exe, 3DEXPERIENCELauncherGUI.exe, 3DEXPERIENCELauncherSysTray.exe
- Add exception to SentinelOne anti-virus
- C:\\Program Files\\Dassault Systemes\\3DEXPERIENCE Launcher\\3DEXPERIENCELauncherGUI.exe
