How to Use 3DEXPERIENCE Troubleshooting Machine for Web
While using 3DEXPERIENCE Apps on a browser, if there is an issue that needs to be reported to the support team, Troubleshooting Machine for Web (TSM for Web) is a quick and simple tool to record a video and collect traces of a 3DEXPERIENCE platform scenario. The tool creates a zip file that will contain the information below for issue analysis.
The TSM for Web tool captures:
- Video of the behavior being experienced
- Browser console logs
- http(s) exchanges
- Computer system information
Example Reasons to use TSM for Web:
- Any unexpected behavior in the 3DEXPERIENCE web apps.
- Cannot assign licenses to members.
- Cannot access a web app.
NOTE: A trace is a record of how a request or transaction moves through a system or application. Tracing can help identify and diagnose issues with performance, availability, and more to help understand interactions and diagnose performance.
Installing the TSM for Web Application
General notes about installation and compatibility:
- The Troubleshooting Machine is installed on the user’s workstation as a standalone application and does not require a license.
- The TSM for Web tool is (downward or upward) compatible with all supported release versions of the 3DEXPERIENCE platform.
- TSM for Web is compatible with Google Chrome and Microsoft Edge browsers ONLY. For the users which are using a 3DEXPERIENCE Platform supported browser not TSM compatible, an alternative is to reproduce your scenario in Google Chrome and Microsoft Edge.
Click here to download the Troubleshooting Machine for Web (Windows 64-bit)
Note: Download will start automatically from the 3DS Software download webpage so please check your download history. In case the download is not retrieved, check your settings to make sure that pop-ups and redirects are allowed from 3DS Software download webpage.
After clicking on the download link, if the .zip file for TroubleShootingMachineForWebApps does not download automatically, then enable the browser option ‘Always allow popups and redirects from https://software.3ds.com’ in the popup received in the browser. Click the download link again.
Unzip/Extract the downloaded file and then double-click the setup.exe to follow the instructions and install the application.
Running Troubleshooting Machine for Web
- Double-click the ‘TroubleShootingMachineForWebApps’ icon on your desktop or search for it in the Windows start menu and then read/accept the usage policy that displays.
- Paste the 3DEXPERIENCE platform service URL where you experienced the behavior. This is the URL you have saved to access your 3DEXPERIENCE platform. Once the tool is used once, you can select the previously saved URLs from the dropdown list.
If you do not know your 3DEXPERIENCE platform service URL, you can log into https://my.solidworks.com/ and then click Access Your Platform.
Click the appropriate category to access your platform.
Copy the URL from the address bar and past it into the TSM for Web tool.
- Click Select Traces to select the options as shown in the image below. Click Save to save the changes and close the dialog.
- Click the ‘Open browser & Record’ button and confirm the elements that will not be included in the .zip file.
- The TSM and Web launches a dedicated independent browser. Enter the login credentials for the 3DEXPERIENCE Platform. Also note the tool has started the recording process.
- In the 3DEXPERIENCE platform, recreate the steps that lead up to the issue.
- Once the issue is shown, select ‘Stop Recording’ and close the browser.
- The TSM and Web tool generates a single .zip file containing all the required information.
- Upload the .zip file to your MLC CAD Systems technical support secure share site https://www.mlc-cad.com/technical-support/send-a-file/. If you have already entered a technical support case, then please notify the owner of the case that the file has been uploaded for review. Otherwise, please submit an appropriate technical support case using one of the methods listed below, indicating a TSM for Web file has been uploaded for review.
Technical Support
Get help from our team by Calling us at 800-364-1652 x 2. You can also get assistance by clicking the Technical Support button or the Email Our Experts button below.