What is Troubleshooting Machine (TSM)?

While opening a Service Request (SR), some critical information needs to be attached for support teams efficiently analyze and resolve the issue.  

TSM is the quick & easy way to capture this information (a screen recording of the issue, common debugging logs, traces, and system information) of a 3DEXPERIENCE platform scenario in a single file, and attach it to a Service Request.

It helps:

• Reducing SR submission efforts
• Reducing SR back and forth communication
• Accelerating SR resolution time

Here is a simplified illustration of the process requiring the use of the Troubleshooting Machine:

Types of TSM Usage Scenarios and How to Install, Launch or Use TSM 

Depending on your need, you may install/launch one or more of the following 3 TSM options

[A] TSM for Native Apps--

-- with 3DEXPERIENCE platform On Cloud

Launch Client Side TSM  [A1]

How to use Client Side TSM  [A2]

-- with 3DEXPERIENCE platform On Premise Server 

Launch Client Side TSM  [A1]

How to use Client Side TSM  [A2]

Install Server Side TSM [A3] [Optional]

[B] TSM for Web Apps- 

Install TSM for Web Apps [B1] 

How to use TSM for Web Apps [B2]

 A1 - Launch Client Side TSM for Native Apps

1. Launch Command Prompt

2. Copy the command from below into Notepad, and edit the values highlighted in red. Run this command.

:start
set Install_Path=C:\\Program Files\\Dassault Systemes\\B427_Cloud
set Tenant_ID=R1132100271544
set GEO=eu1

"%Install_Path%\\win_b64\\code\\bin\\CATSTART.exe" -run 3DEXPERIENCE_TSM.exe -object "-Url=https://%Tenant_ID%-%GEO%-academia-space.3dexperience.3ds.com:443/enovia  -workbench ExchangesMngtWkb -MyAppsURL=https://%Tenant_ID%-eu1-academia-compass.3dexperience.3ds.com:443/enovia/resources/AppsMngt -tenant=%Tenant_ID%" 

⚠️(👆This Script is for Standard Environment Directory. For Non-Standard Environment Directory, you can use a different script as seen below)

Install_Path is where your 3DEXPERIENCE platform Native Apps are installed. 

Tenant_ID & Geo can be seen in the browser URL when you access 3DEXPERIENCE platform Web Apps.
Note: R in the Tenant ID should be in Upper Case (See Image Below 👇) 

⚠️For Special/ Non-standard Environment Directory, you can use a special script👇below-

:start
set Install_Path=C:\\Program Files\\Dassault Systemes\\B427_Cloud
set Tenant_ID=R1132100093379
set GEO=eu1
set ENV=EnvLAN
set DIRENV=E:\\ENV\\2025xcloud\\CATEnv

rem "%Install_Path%\\win_b64\\code\\bin\\CATSTART.exe" -run 3DEXPERIENCE_TSM.exe -env %ENV% -direnv "%DIRENV%" -object "-Url=https://%Tenant_ID%-%GEO%-academia-space.3dexperience.3ds.com:443/enovia  -workbench ExchangesMngtWkb -MyAppsURL=https://%Tenant_ID%-eu1-academia-compass.3dexperience.3ds.com:443/enovia/resources/AppsMngt -tenant=%Tenant_ID%"

Install_Path is where your 3DEXPERIENCE platform Native Apps are installed. 

Tenant_ID & Geo can be seen in the browser URL when you access 3DEXPERIENCE platform Web Apps.
Note: R in the Tenant ID should be in Upper Case (See Image Above👆) 

DIRENV is the Environment Directory where Environment File is located.

 A2 - How to Use Client Side TSM for Native Apps

After Launching Client Side TSM for Native Apps:

1. Click Yes in the Troubleshooting Machine Usage Policy panel.

   

2. Click Launch in the TSM Launcher panel.

   

3. Click Yes in the “Sensitive data recording and Performance Impact warning” window.

   

4. Both Native Apps rich client and TSM are started (the two UIs are displayed with their own icon in the Windows taskbar).

   

5. Click on Start when you are ready to capture your scenario in the Native Apps rich client.

   

6. Icon for the “Troubleshooting Machine” is blinking in the Windows taskbar. An additional third icon is displayed in the task bar. It is related to video recording. Please do not close it

   

7. Click on Stop button when you are done capturing the scenario.
   A pop-up window is displayed (to indicate that the TSM Zip file will be generated).

   

8. After clicking OK, an explorer window opens and focuses on the TSM zip file in the %CATTemp% folder. 'Start  & Stop' is the default mode : user is able to generate several TSM zip files in the same rich client session. Default File Location is 

   C:\\Users\\\\AppData\\Local\\DassaultSystemes\\CATTemp\\TSMNativeApp__.zip

   

TSM for Native Apps “User Assistance” Documentation: 

Available in a folder in your 3DEXPERIENCE platform Native Apps Installation directory:

\\win_b64\\resources\\SUPScenarioRecorder\\Troubleshooting Machine - User Assistance.pdf>

In the documentation, you can also retrieve “Getting Started” samples for “Phantom mode” and “Perfo Mode”.

 A3 - Download and Install Server Side TSM for Native Apps

The TSM download is composed of a download for the client side and one for the server side.  The server part is only needed if you are working within an on-premise set up and it is OS dependent.

 B1 - Download and Install TSM for Web Apps

This works for Chromium Engine (edge, chrome) and not for Firefox

The installation request Admin right.
Link will start the download automatically from the 3DS Software download webpage - check your downloads and install the TSM.

Download Link : Troubleshooting for Web Apps

 B2 - How to Use TSM for Web Apps

1. Start the TSM from the desktop (That was installed in previous step)

2. Select or paste your 3DEXPERIENCE platform service’s URL

   

    

3. Click “Open browser & Record”. The TSM launches a dedicated independent browser.

4. Enter the credentials of the 3DEXPERIENCE platform

   
5. Replay the scenario

6. Close the browser

   

7. The tool generates a single zip file containing all the needed information. 

   

Personal Data Warning (for ZIP file attachment):

⚠️The end user remains in charge to remove or obfuscate any sensitive information (passwords, IP etc) as per Dassault Systèmes Support policies.

TSM Flag:

When attaching your TSM zip through the 3DSupport App, a “TSM file” flag is available in order to tag your attachment

This flag is added automatically when name of the file is starting by “TSM” 
We request to keep the “TSM” prefix in the zip file name when storing a TSM zip file.
If you prefer to rename the TSM zip file, please tag the attachment manually as “TSM file”.

This flag will allow :

• The Support team to identify easily and retrieve the TSM attachment
• To measure the TSM usage and to enhance the tool

For more information, please view the page: