Tips and Tricks | Dassault Systèmes®

SK 2024-12-27

This section outlines general troubleshooting steps for any issue in the 3DEXPERIENCE Platform.

Following tips can be helpful regardless of the symptoms encountered on the 3DEXPERIENCE Platform.

Always clear browser cache (select time range as: "All time" in Chrome & Edge | "Everything" in Firefox)

No need to clear passwords.

Always clear Desktop App cache after every upgrade especially if you are facing search problems.

C:\Users\\AppData\Local\DassaultSystemes  (you can take backup to be safe)

In case of an issue related to a particular widget in 3DDashboard; reset security context and verify if the issue persists:

3DCompass >> Collaboration & Approval >> Me >> My Credentials
Switch to another Collaborative Space and then set the right security context (Collaborative Space.Company Name.Role)

Check if the error message provides information about the objects affected. If yes, check if anything is wrong with the object.

Always create a new desktop shortcut after every level upgrade

Ex: 3DEXPERIENCE R2024x to 3DEXPERIENCE R2025x

Make sure Desktop App is updated to the latest HF if you are experiencing any issues.

Note: you can find the release notes for minor updates - Click here

If you are facing Desktop App CRASH, Freeze or Runtime Exception, make sure your graphic card driver and its version is as recommended.

Check you compatibility via Cloud Eligibility Checker available on the 3ds website.

As a member of the platform you can check who is the admin of the tenant by following below steps:

Open user group app from compass
Clear the filters
Check the "Platform Administrators Group" user group

Add the SaaS health console to your favorite 3DDashboard

From 3DCompass, add a "web page reader" widget, 
Then enter the following URL:https://3dxcloudhealth.3ds.com/private/
You can monitor/receive alerts about 3DEXPERIENCE platform SaaS availability by subscribing to the RSS feed option available under the RSS column on the health console.

If the "Edit" option for MS office documents is not available in platform (Ex: 3DDrive, Bookmark Editor), Make sure "Enable Office Document Editor" option is active in Platform Management Dashboard > Content > Office Document Editor Control Center

When contacting 3DS (via SR, IFWE Question) - for details check 3DS Support (SR / IFWE / etc.) Template

Always capture screenshot or video of the entire screen. (DO NOT CROP)
Provide the step-by-step scenario that leads to the issue.
Describe the actual result and the expected result.
In case of a user access issue, please include the following information for the impacted user(s):
- Username,
- Email,
- Platform id.