Instructions for Reporting an Issue to Dassault Systèmes

SK 2025-11-19

If you are experiencing an issue and require assistance, follow these steps:

1. Answer questions to help diagnose the problem.

Review the following questions and include your answers in your service request.

Reproducible?	Which app are you experiencing the issue with? Can you reproduce the issue each time you perform the same steps? If you cannot reproduce it, what steps did you perform before it happened?
Data dependent?	Does the issue happen with specific data sets only? If the issue is not reproducible across all data, what is the difference between the data sets? Is it dependent on the data size? What is the history of the impacted data, such as when was it created and with which apps? If the issue is data dependent, export the impacted data and attach it to your service request.
User specific?	How many users are impacted? Where are the users located? What type of network are the impacted users using? VPN, home, WI-FI, something else? Do the impacted users have the required access to execute the action, such as roles, licenses, cross-company access, user groups, and so on? If the problem is user specific, provide the email addresses of the impacted users.
Tenant Specific?	Can you reproduce the issue on a different tenant? Did you use a parent tenant, staging tenant, or both to reproduce the issue?
Computer Specific?	Does the issue happen on multiple computers? Have you used the Cloud Eligibility Checker tool on an impacted computer? Is the computer cloud ready? If the problem is computer specific, include the Cloud Eligibility Checker report as an attachment to your service request.
Time Dependent?	Does the issue happen at a particular time of the day? If yes: What is the time frame? Be specific. How many concurrent users are logged in? What workflow do the concurrent users perform?

2. Use the Troubleshooting Machine (TSM) to collect information.

Use the TSM to gather information that Dassault Systèmes needs to troubleshoot or reproduce the issue, such as videos and system traces. Do not assume that Dassault Systèmes can reproduce the issue.

Use the appropriate TSM tool:

For apps that open in a web browser, use TSM for Web Apps.
- Download: TSM for Web Apps (Tip: To download the app, you must enable pop-ups in your web browser. )
- Instructions: QA00000303283
For desktop apps, use TSM for Desktop Apps.
- No download required
- Instructions: QA00000309832

For more information, see: https://www.3ds.com/support/software-downloads/troubleshooting-machine

3. Create a service request in the 3DSupport app.

The 3DSupport app is designed for communicating with Dassault Systèmes User Success.

To open the app, click here.
Click the Create Request button to start a new request.

4. In the 3DSupport request form, complete the Abstract and Description fields.

When creating the service request in the 3DSupport app, you must complete the Abstract field and the Description field. Follow this template, which uses the answers from step 1.

Abstract:

[Write a summary of the issue here. List the app with the issue and include any error messages.]

Description:

Note: You can find the tenant ID in the web address when you are signed into your 3DEXPERIENCE platform. The tenant ID does not apply to on-premise customers.

Tenant ID: [Paste the tenant ID here. It begins with “R or OI.”]

Reproducibility:	[Paste your finding from the questions above.]
Data dependency:
User specificity:
Tenant specificity:
Computer specificity:
Time dependency:

Scenario: [Provide the step-by-step scenario to reproduce the issue.]

Actual Result: [Describe the results seen when executing the scenario.]

Expected Result: [Describe the results that you expect to see.]

Workaround: Is there a workaround? If yes, add the workaround steps.

5. Add necessary attachments, including the TSM zip file.

Be sure to add the TSM zip file as an attachment to your request.
If you attach an additional video or screenshot of the whole screen, do not crop it.
For SAML or SSO sign-in problems, or any issue happening in SAML-activated tenants:
- Provide the 3DPassport SAML Metadata XML.
- Provide the IdP SAML Metadata XML.