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EN: Troubleshooting Machine (TSM) for desktop application

EN: Troubleshooting Machine (TSM) for desktop application

Here you can read about how to start a TSM interactively in the 3DEXPERIENCE desktop application and how videos and traces are captured in start-stop mode.

The easiest and fastest way to record a video and create traces is to use the Troubleshooting Machine for desktop applications.

The TSM desktop application has been available for 3DEXPERIENCE on Cloud and on Premise since R2024x FD01 (FP.2405). The start-stop function saves the video and traces in a ZIP file for each scenario, which can then be forwarded to Dassault Systèmes in a service request. Multiple ZIP files can also be created in a single session.

Server traces can also be created in 3DEXPERIENCE on Premise.

The TSM documentation “User Assistance” is available at the following path:

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<DesktopApps_Installation_Folder>\win_b64\resources\SUPScenarioRecorder\Troubleshooting Machine - User Assistance.pdf

 

How to start the TSM for Desktop application in Cloud/SaaS

1. Connect to the 3DDashboard. Click the <i> icon for the desired user.

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  1. In the user's “Settings” tab, select the “Enable Apps logs for Dassault Systèmes support” option (only an “Admin” user can change this option).

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  1. Reload the web page.

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  1. Launch the desktop app via the compass.

  2. In the “Support Mode” window, click “Yes.”

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If you click “No,” the desktop app will start as usual.

  1. Start the TSM.

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  2. In the “Sensitive data recording and Performance Impact warning” window, click “Yes.”

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Both the desktop apps and TSM will start (both user interfaces will appear with their own icon in the Windows taskbar).

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  1. Click “Start” when you are ready to record your scenario.

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  2. Click the “Stop” button when you have finished recording the scenario.

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A pop-up window will appear (to indicate that the TSM zip file is being created).

  1. As mentioned in the pop-up window: “Please keep the ‘TSM’ prefix in the zip file name when attaching your TSM zip file to a Service Request.”

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  2. Click “OK” and an Explorer window will open, highlighting the TSM zip file in the %CATTemp% folder.

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You can create multiple TSM zip files in the same rich client session using the Start & Stop function.

Please note that you are still responsible for removing or obscuring information such as passwords, client secrets, export-controlled data, etc. in accordance with Dassault Systèmes' support guidelines.

 

TECHNIA CONFIDENTIAL