This section covers frequent issues you may face when working in 3DEXPERIENCE Platform Web Apps (Ex: Collaboration & Approvals, Project Management)
Web App Launch
Access to this server not granted to user, Please contact your administrator. Person does not exist
 | Probable Cause: - This error can occur when user is not using the correct link to the platform also if the grace period (2 weeks) to upgrade the Desktop App is over and user has not upgraded the Desktop App and using desktop icon to launch the app.
Probable Solution: - Make sure you are logging into the correct URL, The URL you are logging in should look like below:
- Make sure the Desktop Application is upgrade to the latest HF. This happens many times after the upgrade when users use Desktop icon to lunch the Desktop app. Once grace period to update is over you are forced to update from the platform but not from Desktop icon.
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Access to this server is not granted to user, Server cannot obtain the license for user
 | Probable Cause: - This error occurs when user is still assigned a WA (Where Access - Web App) role whose license is expired.
Probable Solution: - The Role which is expired and the tenant id on which is expired is mentioned in the error message.
- User must contact the administrator of the tenant to remove his expired role from profile or renew the licenses.
- In below example: License 'XEN' not available on the license server is the role expired and the tenant id is mentioned at the bottom of the error, Also because of the license expired user is not able to use his active/not expired roles - IFW, CSV and UES
- As a permanent solution, Please advice the administrator of the tenant of activate the option "Automatically ungrant expired roles from members or groups" located in - Platform Management >> Members Tab >> Configure Member Options >> License Expiration.
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Unable to retrieve install data
 | Probable Cause: - A corrupt 3DEXPERIENCE Launcher installation.
- Network Proxy blocking the connection.
- Sentinel Antivirus Blocking the 3DLauncher Connection.
Probable Solution: - Uninstall 3DLauncher,
- Delete its "3DEXPERIENCELauncher" folder from
"C:\ProgramData\DassaultSystemes" - Reinstall Launcher
- For network proxy settings please check the upgrade guide
- Check below knowledge articles.
Please refer to: Article ID : QA00000103253
Abstract : Error when launching the desktop apps from 3DCompass: “Unable to retrieve install data” Article ID : QA00000299562
Abstract : List of Exceptions in proxy for 3DEXPERIENCE platform on Cloud |
Your session has expired. A new login is required.
 | Probable Cause: - This issue can occur when the user changes his email address while he was invited (pending) on the platform
- Because the user changed email while in invited (pending) status it can create an anomaly
Probable Solution: - To fix this issue permanently a SR should be created in 3DSupport App
- While the issue is fixed, to unblock the user a bypass exists.
- Login to platform
- Compass >> Launch 3DSwym App
- In newly opened 3DSwym app >> Click Compass and try to launch the app.
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