❔ Known issues - 3DEXPERIENCE
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      "Failed to get login ticket..." error when starting SOLIDWORKS Connected

      When I start SOLIDWORKS® Connected, why do I see the "Failed to get login ticket..." error?

      This is a generic error that means you cannot access a collaborative space on your platform. There are different solutions depending on the error code.


       

      400 error:

      This is the generic HTTP 400 Bad Request error, which means that the server cannot process the request because of an invalid request.

      1. Close all web browser sessions.
      2. Rename or backup and delete [%appdata%\DassaultSystemes\CATSettings], if the folder exists.
      3. Open a new web browser session and open a Private window (Mozilla Firefox ESR), Incognito window (Google Chrome), or InPrivate window (Microsoft Edge Chromium).
      4. Log in to your 3DEXPERIENCE platform.
      5. Open the Compass.
      6. Click the 3DSpace app.
      7. Activate a collaborative space, such as Common Space, by double-clicking it.
        1. If you see more than one platform, click to select a collaborative space from the same platform as your 3DEXPERIENCE SOLIDWORKS role.
        2. If you do not see any collaborative spaces and you cannot create a new collaborative space, contact your platform administrator. After your platform administrator adds you to a collaborative space, proceed to Step 8.
      8. Click the SOLIDWORKS® Connected app within the Compass.

      SOLIDWORKS Connected now starts without an error.
       

      403 error:

      This is the generic HTTP 403 Forbidden error, which means that the server understands the request, but refuses to authorize it. To resolve this error:

      1. Close all web browser sessions.
      2. Rename or backup and delete [%appdata%\DassaultSystemes\CATSettings], if the folder exists.
      3. Open a Private window (Mozilla Firefox ESR), Incognito window (Google Chrome), or InPrivate window (Microsoft Edge Chromium).
      4. Log in to your 3DEXPERIENCE platform.
      5. Open the Compass (3DEXPERIENCE icon)
      6. Launch the 3DSpace app.
      7. Activate a collaborative space, such as Common Space, by double-clicking it.
        1. If you do not see any collaborative spaces and you cannot create a new collaborative space, then contact your platform administrator. After you can access a collaborative space, proceed to Step 8.
      8. Click the SOLIDWORKS® Connected app within the Compass.

      SOLIDWORKS Connected now starts without an error. 

      2147467259 error:

      This error indicates that either:

      • You do not have access to a collaborative space.
      • You are a member of multiple platforms and do not have the proper roles or licenses in one of those platforms.

      To validate this, perform steps 3-7 of the "403 error" answer. 

      503 error:

      This is the generic HTTP 503 Service Unavailable error, which means that the server is not ready to handle the request.

      This error indicates that there is a server outage, ongoing maintenance, or general internet connection problem. Check the 3DEXPERIENCE platform on cloud support webpage to ensure that the servers are available. 
       

      2147012889 error:

      This error indicates that you have an expired Collaborative Industry Innovator license on a platform. To validate this, perform steps 3-6 of the "403 error" answer.

      Contact your Platform Administrator to remove the expired license and role from your account.
       

      2147012894 error:

      This error indicates that there is a server outage or ongoing maintenance. Check the 3DEXPERIENCE platform on cloud support webpage to ensure that the servers are available.
       

      2147418113 error:

      This error indicates that you do not have a Collaborative Industry Innovator license. To validate this, perform steps 3-6 of the "'403 error" answer. You either see an error or do not see any collaborative spaces in the 3DSpace app.

      You might also see this error if other dashboard app licenses expired.

      Contact your Platform Administrator to remove all expired roles on your platform.

      Still not working?

      If the above information does not resolve the problem, and you still see the error:

      • Compress the following folders into a ZIP file:  

      %appdata%\DassaultSystemes\SWXDesktopHelper
      %appdata%\DassaultSystemes\SWXDesktopLauncher

      • Send the ZIP file to support@xdinnovation.eu