How to capture and send a 3DEXPERIENCE issue using the Troubleshooting Machine (TSM)

When you encounter an issue on the 3DEXPERIENCE platform, a simple description is not always enough to identify the root cause.

-> To help analyse and resolve issues more efficiently, Dassault Systèmes provides the Troubleshooting Machine (TSM).

What is Troubleshooting Machine (TSM) ?

TSM is a diagnostic tool that simultaneously records :

a video of the issue encountered,
the associated technical traces.

All collected data is packaged into a single ZIP file that can be shared with the support team for analysis.

Which TSM version should you use ?

->The version to use depends on where the issue occurs.

Use TSM for Web Apps

TSM for Web Apps is designed for issues that occur directly within the 3DEXPERIENCE web interface in your browser.

Typical examples include :

being unable to add or remove platform members,
a widget that fails to load correctly.

TSM for Web Apps is supported only on Microsoft Edge and Google Chrome.

Use TSM for Desktop Apps

TSM for Desktop Apps is intended for native 3DEXPERIENCE applications, meaning applications launched from the Compass and running locally on your computer.

Best practices before starting TSM

Before starting a recording, we recommend that you :

ensure that no confidential information is visible on screen,
log in to the platform before starting the recording to avoid capturing login credentials or authentification information.

Where to find the instructions ?

Dassault Systèmes provides detailed documentation covering the installation and use of each TSM version.

Once you have identified the version that matches your situation, follow the corresponding guide :

If you experience any difficulties installing, launching, or using Troubleshooting Machine, the support team remains available to assist you.

Report this problem!

a. Problem solved? Let us know so that we can prevent it from happening again!
b. Still not working? Contact us too!

Contact : contact@ohmycad.com