where is the customer portal?

[mp3-250]

Since last week I cannot access the customer potal with my 3DX account, it says error20 (host issues) on every link I had used like support.3ds.com kbsw.3ds.com etc

I am probably not smart enough to understand the logic of this software company or their cdn in japan is collapsed... imagine I trust them migrating all our pdm data in their cloud

[gupta9665]

Check this post to get yourself on the required track https://www.goengineer.com/blog/why-am- ... orks-sites

[SPerman]

Wow. I don't think you could make this more convoluted if you tried.

https://dsxclient.3ds.com/
https://www.3ds.com/
https://my.solidworks.com/
https://www.solidworks.com/
https://dspart004-eu1-partners-ifwe.3de ... e.3ds.com/
https://r1132100503382-eu1-3dswym.3dexperience.3ds.com/
https://kbsw.3ds.com/ or https://support.3ds.com/knowledge-base/
https://www.solidworks.com/sw/support/downloads.htm

[DennisD]

Wow. I don't think you could make this more convoluted if you tried.

https://dsxclient.3ds.com/
https://www.3ds.com/
https://my.solidworks.com/
https://www.solidworks.com/
https://dspart004-eu1-partners-ifwe.3de ... e.3ds.com/
https://r1132100503382-eu1-3dswym.3dexperience.3ds.com/
https://kbsw.3ds.com/ or https://support.3ds.com/knowledge-base/
https://www.solidworks.com/sw/support/downloads.htm

1. They make it look easy.
2. They are just giving us more reasons to embrace the 3DSWamp monster.
3. Imagine what they could accomplish if they really put their mind to it!

[SPerman]

I guess I'm just a grumpy old man. I would have a single point of entry, with links to all of these different sites. (platforms?)

[Glenn Schroeder]

1. They make it look easy.
2. They are just giving us more reasons to embrace the 3DSWamp monster.
3. Imagine what they could accomplish if they really put their mind to it!

You forgot to make that purple text.

[Frederick_Law]

imagine I trust them migrating all our pdm data in their cloud

Cloud as in smoke.
Now you see it,
now you don't.

[AlexLachance]

Seems the platform is down as well. I get a gateway time-out when trying to access it.

[DanPihlaja]

Seems the platform is down as well. I get a gateway time-out when trying to access it.

[SPerman]

Seems the platform is down as well. I get a gateway time-out when trying to access it.

More likely it's your video card.

[AlexLachance]

More likely it's your video card.

I sure am sad not to be on the Cloud

[bnemec]

Cloud as in smoke.
Now you see it,
now you don't.

Smoke from the burning trash bin?

If the cloud is down, wouldn't it be called fog then? They're working in the fog...

[Frederick_Law]

Seems the platform is down as well. I get a gateway time-out when trying to access it.

It's your internet.
Gate is closed, traffic flooded.

[zxys001]

when you get there, try the password "Yennefer"

[jcapriotti]

Wow. I don't think you could make this more convoluted if you tried.

https://dsxclient.3ds.com/
https://www.3ds.com/
https://my.solidworks.com/
https://www.solidworks.com/
https://dspart004-eu1-partners-ifwe.3de ... e.3ds.com/
https://r1132100503382-eu1-3dswym.3dexperience.3ds.com/
https://kbsw.3ds.com/ or https://support.3ds.com/knowledge-base/
https://www.solidworks.com/sw/support/downloads.htm

I think Dassault forgot to register www.welcome_to_hell.com

[Frederick_Law]

I think Dassault forgot to register www.welcome_to_hell.com

DS - Devil's Slave.

[mp3-250]

Months ago I had to reverify my login credential as my account was not properly migrated and blocked. Since then the problem was solved and I was accessing the KB (3ds and sw version) without issues with my shiny 3D experience account.

Since then the problem was apparently solved and I have not received any update from my VAR about updating the account or accessing the KB at all... Last month they opened a SPR and send me the link to KB and the number (that until last week was not showing up at all but this is another issue),

Then I got the following error trying from five different PC/smartphone and networks

https://kbsw.3ds.com/

An error has occurred Error 20 kbsw.3ds.com 2023-08-10 23:42:02 UTC

https://kb.dsxclient.3ds.com/

An error has occurred Error 20 kb.dsxclient.3ds.com 2023-08-10 23:4

The Proxy failed to connect to the web server, due to TCP connection timeout

Now I tried all the links posted above and at some point I got a new nice error today, that require me to validate my mail again. At least it seems an improvement.

I have to figure out WHO my security administrator is, as I am supposed to be the admin...

See you next week I go on vacation.

[mp3-250]

It's your internet.
Gate is closed, traffic flooded.

Or their MIGRATION team forgot to plug the network cable on the WAN side last week

[mp3-250]

More likely it's your video card.

Since I got on board this SW thing, EVERY time it is like a smoke screen to cover software deficencies, bugs or a "suboptimal" dev team/process.
It is like that every time, thanks god there are places like this forum.


"Is your hardware certified?" <ll>
-> YES

"is your current videocard driver the approved version?" <ll>
-> YES

"do you have XXX installed and Microsoft KByyyy in your updates?" <ll>
-> NO

"are your files on a network? they should be local to improve performance and stability..." <ll>
-> WE USE PDM

"are your files local? you should put them on a network to share the settings/templates..." <ll>
-> WE USE PDM

"Have you re-made your template from scratch?" <ll>
-> YES, BUT I AM USING YOUR FRIGGIN BLANK TEMPLATES TO TEST IT (and sometimes they show up as "Solidworks 95 beta" because you hate me, but that is material for another post)

"you should check your workflow..." <ll>
-> I AM CLICKING ON ONE ICON AND SW CRASHED

[mp3-250]

Update:
after the error above asking for email validation (which I have not yet done)

https://kb.dsxclient.3ds.com/ is working again

https://kbsw.3ds.com/ is showning a blank page, an improvement since the error 20

I did literally nothing on my side.

[bnemec]

Update:
after the error above asking for email validation (which I have not yet done)

https://kb.dsxclient.3ds.com/ is working again

https://kbsw.3ds.com/ is showning a blank page, an improvement since the error 20

I did literally nothing on my side.

Well, aside from the typical fruitless troubleshooting goose chase.

[Frederick_Law]

Update:
I did literally nothing on my side.

Are you sure?
Anything different with your coffee?
What time you get to work?
Were you driving at speed limit?
Every little detail make a different if SW work or not.

[AlexLachance]

Since I got on board this SW thing, EVERY time it is like a smoke screen to cover software deficencies, bugs or a "suboptimal" dev team/process.
It is like that every time, thanks god there are places like this forum.


"Is your hardware certified?"
-> YES

"is your current videocard driver the approved version?"
-> YES

"do you have XXX installed and Microsoft KByyyy in your updates?"
-> NO

"are your files on a network? they should be local to improve performance and stability..."
-> WE USE PDM

"are your files local? you should put them on a network to share the settings/templates..."
-> WE USE PDM

"Have you re-made your template from scratch?"
-> YES, BUT I AM USING YOUR FRIGGIN BLANK TEMPLATES TO TEST IT (and sometimes they show up as "Solidworks 95 beta" because you hate me, but that is material for another post)

"you should check your workflow..."
-> I AM CLICKING ON ONE ICON AND SW CRASHED

I ranted at them and to Dassault about that and they eventually stopped giving me the newbie troubleshooting and started giving me actual troubleshooting.

[mp3-250]

back to work my VAR replied my inquiry above with:

USE CHROME
CLEAR cookies and cache
open https://support.3ds.com/knowledge-base/
send the chrome console log

fresh chrome install I got the same error page.(as expected)

before 3d experience login
according to chrome console
error 401 unauthorized

after 3d experience login
error 503 service unavailable

my VAR wants my user-password.

LOL

[mp3-250]

sacrifice a lamb the first night after the second full moon
bath in chicken giblets
burn the evil inside the CPU with a torch
log in

[AlexLachance]

my VAR wants my user-password.

LOL

Do not provide and remind him that it is a very bad approach of his to ask for user passwords as a Tech Support. If he wants to see it, then have him connect to your computer with TeamViewer and then he can see it for himself.

[mp3-250]

I got a mail from my VAR.
SW confirmed a global network performance problem with their server and "peculiar customer networks setup and proxies"
they said that forcing the account information update PROBABLY triggered a different proxy...

I had the same problem from home, mobile and office. Now it is gone.

[doobes]

"peculiar customer networks setup and proxies"

LOL.

Sounds about right...

"Not our problem" was the usual response from the IT boffins at work.

[AlexLachance]

Welp, that new customer portal certainly is a P.I.T.A....

Apparently, you can't "add" yourself to a reported bug anymore as you would previously when adding the SPR to your SPR list.

Now, even though you've figured out what the bug is and have a BR number, you still have to go through the process of creating a SolidWorks RX report to send it to your VAR so they can send it to SolidWorks. Then, SolidWorks will say if yes or no this is the same thing and if they are they will allow the VAR to assign us to the BR.

I gave my VAR the BR number and told him exactly what the bug is but the response I got from him got me a bit ticked off.

"Unfortunately we cannot attach you to a BR, we need to first diagnose the problem because Dassault has requested that we try before reaching out to them"


And they still preach that all of this is an upgrade...

[len_1962]

Welp, that new customer portal certainly is a P.I.T.A....

Apparently, you can't "add" yourself to a reported bug anymore as you would previously when adding the SPR to your SPR list.

Now, even though you've figured out what the bug is and have a BR number, you still have to go through the process of creating a SolidWorks RX report to send it to your VAR so they can send it to SolidWorks. Then, SolidWorks will say if yes or no this is the same thing and if they are they will allow the VAR to assign us to the BR.

I gave my VAR the BR number and told him exactly what the bug is but the response I got from him got me a bit ticked off.

"Unfortunately we cannot attach you to a BR, we need to first diagnose the problem because Dassault has requested that we try before reaching out to them"


And they still preach that all of this is an upgrade...

this is how they are now justifing the VAR existance for the subscriptions cost as now most users don't need the VAR anymore due too so many traianing vids and forums to help people out. Don't get me wrong I used the VAR system in my early days and worked for one for 3 years but now they just don't support like they did prior to the leaving of the original SW guys. SAD it is!

[DanPihlaja]

Welp, that new customer portal certainly is a P.I.T.A....

Apparently, you can't "add" yourself to a reported bug anymore as you would previously when adding the SPR to your SPR list.

Now, even though you've figured out what the bug is and have a BR number, you still have to go through the process of creating a SolidWorks RX report to send it to your VAR so they can send it to SolidWorks. Then, SolidWorks will say if yes or no this is the same thing and if they are they will allow the VAR to assign us to the BR.

I gave my VAR the BR number and told him exactly what the bug is but the response I got from him got me a bit ticked off.

"Unfortunately we cannot attach you to a BR, we need to first diagnose the problem because Dassault has requested that we try before reaching out to them"


And they still preach that all of this is an upgrade...

The saddest part about this is the fact that most of the VAR's know less about how Solidworks works than us plebeians. (not all of them. some of them are awesome.....but you need to get past the first level of intern)

[Uncle_Hairball]

Funny thing just happened: I just got off the phone with Technical Support and he used the exact words, "Where is the Customer Portal?" He can't find it either!

[Frederick_Law]

It moved to somewhere the sun won't shine.

[AlexLachance]

Funny thing just happened: I just got off the phone with Technical Support and he used the exact words, "Where is the Customer Portal?" He can't find it either!

https://www.solidworks.com/support/tran ... care-order

[Frederick_Law]

Oh that's why the pigeon I ate had a roll of paper on it's leg .....

[mattpeneguy]

Sounds like you aren't enjoying your "best in class experience.":

I guess I just wonder which class they mean...One like this?:

image.png (77.18 KiB) Viewed 1596 times

[mp3-250]

I was using the cad admin dashboard to monitor the reliability of our workstations. now it is gone.

"Dassault Systèmes (3DS) has been working towards a unified ordering and support management system to improve many aspects of our business, including the end-user experience. "

so basically they are doing it for their benefit and we are just a collateral.
feeling so much improvement.

[mattpeneguy]

I was using the cad admin dashboard to monitor the reliability of our workstations. now it is gone.

"Dassault Systèmes (3DS) has been working towards a unified ordering and support management system to improve many aspects of our business, including the end-user experience. "

so basically they are doing it for their benefit and we are just a collateral.
feeling so much improvement.

At least they are honest...

[Frederick_Law]

I was using the cad admin dashboard to monitor the reliability of our workstations. now it is gone.

"Dassault Systèmes (3DS) has been working towards a unified ordering and support management system to improve many aspects of our business, including the end-user experience. "

so basically they are doing it for their benefit and we are just a collateral.
feeling so much improvement.