How do I troubleshoot the “Unable to retrieve install data” error while trying to SOLIDWORKS from 3DEXPERIENCE?
Issue:
When launching SOLIDWORKS or other apps, you receive the following error: “Unable to retrieve install data”.
Known fixes:
If you are using SentinelOne antivirus
If you are using the Sentinel One antivirus, then it is blocking the 3DEXPERIENCE Launcher from opening.
When checking the Event Viewer, it shows a faulting module: InProcessClient64.dll, as shown in the image below:
Fix: you or your IT must add an exception into your Sentinel One antivirus for the following program:
C:\Program Files\Dassault Systemes\3DEXPERIENCE Launcher\3DEXPERIENCELauncherGUI.exe
C:\Program Files\Dassault Systemes\3DEXPERIENCE Launcher\3DEXPERIENCELauncherBackbone.exe
IMPORTANT: you need to restart your workstation once the exception is added.
If you have installed your 3DEXPERIENCE Launcher at a custom location, you will need to add that custom location as an exception instead.
If you're not using SentinelOne antivirus
- Another potential cause could be the local intranet security level that is blocking the 3DEXPERIENCE Launcher exchange.
- In such a case, try the following procedure:
- Open Internet Options from the Windows Start menu. The Internet Properties window opens.
- Go to the Security tab.
- Click on the Local intranet icon.
- Make sure that the level is NOT set to High (for example: "Medium").
Note: If you have custom settings, you might want to select Default level to reset the value. - Go to the Advanced tab.
- Make sure that the option Enable Enhanced Protected Mode* checkbox is cleared/disabled.
- Click Apply.
Still not working?
If that didn't solve your problem, contact us: support@xdinnovation.eu