Updates are recurrent and mandatory with SOLIDWORKS Connected. What should I do if things don't go as planned?
Introduction
Updates for SOLIDWORKS Connected arrive regularly - every 2 or 3 months. When an update is due, Dassault Systèmes gives you several weeks' notice. You then have 2 weeks to update before it becomes mandatory.
What should I do if I have problems updating?
Can't get the update to work? If you're an XDI Europe customer, you're in good hands.
1. Gather information
To solve the problem properly, we must first understand it:
- Take screenshots of the error message(s) encountered
- Compress and retrieve the following folder: C:\Program Files\Dassault Systemes\SOLIDWORKS 3DEXPERIENCE\InstallData
2. Report the problem
Our XDI Europe support team probably knows the solution to your problem. We also report every problem to Dassault Systèmes so that it never happens again.
Décrivez-nous votre problème dans votre espace client !
By email : support@xdinnovation.eu
By phone : Benelux & France : +33 1 89 71 33 15
UK : +44 7862 148321
By chat : coming soon
Remember to include the .zip file collected in step 1) and screenshots of the errors.
3. See if we haven't already found the solution ;)
We list known problems and their solutions in our Knowledge Base. Maybe you'll be able to solve the problem more quickly that way?
Attempt to reinstall SOLIDWORKS
If you've sent us an e-mail but want to try and solve it yourself, you can reinstall SOLIDWORKS cleanly.
It's not very quick, but it's already solved a lot of installation problems.
We can lend you a PC while we repair yours!
If you have the Care, Support & Maintenance Pack (€50/month), we can unlock a Shadow virtual PC for you, free of charge, for the duration of our intervention.
You can continue working on SOLIDWORKS, and we can "repair" your PC in the meantime.
Want to gripe about updating or SOLIDWORKS?
It's never pleasant to have problems. We'll listen to you and, above all, pass on your comments to Dassault Systèmes so that things can really change, and fast.
So let loose at support@xdinnovation.eu (but be polite!).