What should you do if unable to connect to the 3DEXPERIENCE platform?

Connection issues with the 3DEXPERIENCE platform can arise due to network settings, certificate problems, or software misconfigurations. Below are troubleshooting steps to resolve common connectivity issues:

• Verify network and trusted sites:
  • Ensure that your internet connection is stable and reliable.
  • Add the following domains to your browser’s trusted sites or allowlist:
    • *.3ds.com
    • https://*.3ds.com
  • For Chrome, Edge, or Firefox:
    • Go to your browser’s settings > privacy & security.
    • Review site settings or security options to manage trusted sites or exceptions.
• Address certificate issues:
  If the platform’s certificate is not trusted, follow these steps to export and install it:
  • Export the certificate:
    • Open the 3DEXPERIENCE platform in your browser.
    • Click on the padlock icon in the address bar.
    • Select, connection is secure > certificate is valid (for Chrome) or equivalent options in other browsers.
    • In the certificate viewer window, go to the details tab, select the certificate, and click export.
  • Install the certificate:
    • Open a command prompt as an administrator.
    • Navigate to your JRE security folder (e.g., <installation directory>\jre\lib\security).
    • Copy the exported certificate file into this folder.
    • Run the following command:
      text
      ..\..\bin\keytool.exe -import -trustcacerts -keystore cacerts -storepass changeit -noprompt -alias ‘DS_Platform’ -file .\<cert_filename>
• Clear cache and temporary files:
  Delete temporary files related to 3DEXPERIENCE:
  • Navigate to %localappdata%\Temp\ and delete swcefcache or similar folders.
  • Clear browser cache and cookies:
  • Use Incognito/Private mode (Chrome/Edge/Firefox) to test connectivity without cached data.
• Reset browser settings:
  Reset browser settings if issues persist:
  • In Chrome/Edge/Firefox, go to settings > reset settings or reinstall the browser if needed.
• Reinstall software:
  If issues persist, uninstall and reinstall affected components, such as SOLIDWORKS connected or the 3DEXPERIENCE launcher:
  • Perform a clean uninstall by removing all related files from %programdata% and %localappdata%.
  • Download and install the latest version of the software from Dassault Systèmes’ official support portal.
• Check roles and permissions:
  • Ensure you have a valid 3DEXPERIENCE login with appropriate roles (e.g., 3DSwymer).
  • Verify that you have access to a collaborative space with write permissions.
• Use diagnostic tools:
  • Run the eligibility checker tool provided by Dassault Systèmes to identify network or system compatibility issues.
  • Check logs (e.g., PLMCSA Client Log) for specific error codes that may help pinpoint problems.

By following these steps, you can resolve most connection issues with the 3DEXPERIENCE platform. If problems persist, contact your platform administrator or Dassault Systèmes support for further assistance.