Common error messages

Probable Cause: 

• The error "Unable to retrieve install data" can be due to number of reasons. However the most common cause is when the antivirus or network is blocking the connection.

Probable Solution: 

• Check if the launcher diagnostics reveal anything

  • Right click on 3DEXPERIENCE Launcher in system tray >> Options >> Diagnostics >> Run Diagnostics

  • Check if everything is green.

• There is also a knowledge article explaining the causes of this error and how to resolve them. Perform the steps to see if this resolves the issue.

  Article ID : QA00000103253 
  Abstract : Error when launching the native apps from 3DCompass: “Unable to retrieve install data” 
  Link : https://support.3ds.com/knowledge-base/?q=docid:QA00000103253

Probable Cause: 

• This issue can happen when a previous installation did not complete successfully.

Probable Solution 

• Follow below steps to check if you can install.

  • Go to the directory where desktop app is installed. Example - C:\Program Files\Dassault Systemes

  • Find the "B4xx_CLOUD" folder and rename it as "B4xx_CLOUD_OLD"

  • Clear "Cafs" folder from - "C:\ProgramData\DassaultSystemes\3DEXPERIENCELauncher\defaultDataStore"

  • Go back to platform >> Compass >> Launch App.

  • Install and confirm that desktop app can launch.

Probable Cause: 

• This issue can occur when VC11 installation is outdated or needs repair. 

Probable Solution 

• Go to below path to install/repair VC11 prereq

  • \B4xx_Cloud\win_b64\VCRedist1xx\code\bin

  • Run both the .exe files to repair and then try to launch/install

Probable Cause: 

• The initial 3DEXPERIENCE Launcher update installation did not complete successfully.

Probable Solution 

• The safest solution is to remove the current 3DEXPERIENCE Launcher software and retry the process. Please try the following steps.

  • From the Windows Setting 'Programs and Features', locate the '3DEXPERIENCE Launcher' software and uninstall it.

  • Reboot the machine and verify the software has been removed.

  • Check Windows Services to confirm the 3DEXPERIENCE Launcher service removal

  • Delete the following folders if they still exist:

    • C:\ProgramData\DassaultSystemes\3DEXPERIENCELauncher

    • C:\Program Files\Dassault Systemes\3DEXPERIENCE Launcher

  • Login to the Cloud Dashboard web page, and select a Desktop Application from the Compass. You should be prompted to install the 3DEXPERIENCE Launcher again.

  • After installing the 3DEXPERIENCE launcher, run the diagnostic tool to verify the operation.

• Check with IT team to add "dslauncher.3ds.com" as exception in the proxy. Although diagnostic tool shows all green; sometimes the network proxy can block the 3DSLauncher. 

Probable Cause: 

• This issue occurs when previous installation fails for some reason

Probable Solution 

• Try cleaning contents from below path and install again.

  C:\Program Files\Dassault Systemes\B42X_Cloud\InstallData\Incomplete

Probable Cause: 

• User does not have access to Network installation file path that admin has saved in the platform.

Probable Solution 

• Please make sure that the impacted user has access to Installation file location defined in below path:

• Platform Management >> Members Tab >> Configure Apps Installation >> Network installation files storage

  Installation and Setup | 3DEXPERIENCE Platform | 3DEXPERIENCE Platform Administration | Platform Management | Members and Roles |About Configuring a Network Installation Path

Probable Cause: 

• Typically when the installation fails at the last steps, It is due to either a network restriction or Antivirus blocking the connection.

• It can also be due to user not having read/write access to hosts file.

Probable Solution 

• Check if there is any proxy set on the network which might be blocking the connection

  • if yes, then user has to add "dslauncher.3ds.com" as an exception in the proxy.

• Check if antivirus is blocking the hosts file modification.

• Check if user has read/write access to hosts file.

Probable Cause: 

• End user cannot access the file

  • Check with admin that user has access to Environment Configuration file

  • The configured Env file is invalid! It does not exist or it is not accessible (which might be caused by the current permissions of this file for the current user)."

Probable Solution 

• Please make sure that the impacted user has access to the path defined in the platform at: 

  Platform Management >> Members Tab >> Configure Apps Installation >> Environment Configuration File

  Platform Management >> Members Tab >> User Information >> Settings >> Native Apps Environment Configuration File For Windows

Probable Cause: 

• This error if occurs during the installation process would mean that the download of files from the server was interrupted. Mainly because of network restriction.

Probable Solution 

• Work with the IT team to make sure download from server to install desktop app is not blocked. 

• Check below knowledge article "List of Exceptions in proxy for 3DEXPERIENCE platform on Cloud"

• Article ID : QA00000299562

• While the IT team manages the network issue, as a bypass you can download the files manually (Admin) and install. 

Platform Management > Members Tab > Configure Apps Installation | 3DEXPERIENCE Desktop Apps installation-FULL