EN: Reporting 3DEXPERIENCE issues

This section covers information that Dassault Systèmes need to analyze any issues happening in 3DEXPERIENCE Platform.

It’s crucial to recognize patterns and understand the situation thoroughly especially in case of Performance Issues.

Can you identify any recurring patterns? The following questions may help in identifying patterns.

Below questions can help you narrow down the problem.

Reproducible?	Can you reproduce consistently when you perform the same workflow / steps? Which application is used? If not reproducible, what steps did you perform prior? Please provide any additional information that you find relevant.
Data dependent?	Does this issue happen to all or specific data sets? Is it size dependent? What is the difference between data sets if not reproducible across data? What’s the history of the impacted data? When was it created? How was it created? Please export and send the impacted data to 3DS.
User specific?	How many users are impacted? Where are the users located? What network (VPN / home / Wifi / etc) is used? Do the impacted user have the necessary access to execute the action? (Roles/Licenses/cross company/user group), Security Context (Organization, Collaborative Space Responsibility)? Please provide the list of emails of the impacted user(s).
Time dependent?	Does this issue happen at a particular time/s in the day? If yes: What is the time frame (be specific)? How many concurrent users are logged in? Is it because of concurrent usage? What workflow do the concurrent users perform?
Tenant specific?	Can you reproduce the issue on a different tenant if you have?
Workstation specific? (Native app)	Make sure the Cloud Eligibility Checker result shows green Please send us your Env.txt and CATSettings

********************************************
DS SUPPORT - SR TEMPLATE
********************************************

Abstract : [Description of the issue - include error message and app you are facing problem in]

Description:

Tenant ID : R11321XXXXXXXX

Reproducible[Refer Table Above]Data DependentUsers SpecificTime DependentTenant SpecificWorkstation Specific

Scenario:

Actual Result: [Describe the results seen when executing the scenario]

Expected Result: [Describe the results you expect to see]

By-pass: Do you have a workaround? If yes, add the workaround steps.

Attachments:

For Web App (any issue happening in the browser):

For SAML | SSO (any issue happening in SAML activated tenants):

For Desktop App (any issue happening in installed desktop client):

Troubleshooting Machine for desktop apps traces.
- Follow knowledge article QA00000309832 to setup TSM for desktop app.
- This tool is natively available within your 3DEXPERIENCE Platform desktop client installation.
- Find more info about the tool here
- Also, please attach CATTemp folder to the SR found at: C:\Users\<Username>\AppData\Local\DassaultSystemes