Troubleshooting Machine for Web Applications: Capturing Rx for Platform Apps

Samarsinh Khanvilkar, Application Engineer Mar 4th, 2024

The 3DEXPERIENCE Platform offers a robust suite of web applications designed to facilitate collaborative and innovative product development. However, users may encounter challenges during the utilization of these web apps, necessitating a systematic troubleshooting approach. This blog aims to address specific difficulties users may face when obtaining the Rx file for web apps, emphasizing the contrast with the more straightforward process on the SOLIDWORKS Rx side.

Challenges in Obtaining Rx File for Web Apps
One notable challenge users may experience is the complexity associated with acquiring the Rx file for web applications on the 3DEXPERIENCE Platform. In contrast to the SOLIDWORKS Rx side, where the process is relatively straightforward, obtaining the Rx file for web apps can be more intricate. Users have reported difficulties in locating and extracting the Rx file, which is essential for diagnosing and resolving issues related to performance, connectivity, or other technical issues.

TSM (Troubleshooting Machine):
To aid users in troubleshooting, the platform employs the Troubleshooting Machine (TSM) to capture crucial data, including video, browser console logs, http(s) exchanges, system information, and more. This information is invaluable for solving errors and enhancing the overall user experience.

With the below-mentioned steps and process, we will install and run the TSM for capturing the log or Rx files:

  • Installation: In the realm of troubleshooting for the 3DEXPERIENCE Platform, the installation of the Troubleshooting Machine (TSM) is a crucial step that involves two components: Client and Server installation. The server installation becomes necessary only in on-premise scenarios and when OS dependencies come into play. For users primarily concerned with 3DEXPERIENCE Web Apps, the client installation alone suffices to access the Rx file.

    To simplify the installation process, follow these steps:

    • Access the Installation Package:Navigate to or click here. On this page, download the installation package, which conveniently requires no key for activation or installation.
    • Package Extraction and Setup:Once the installation package is downloaded, proceed to extract its contents. Locate the Setup.exe file and run the setup to initiate the installation process.
    • Step by step installation process:
      • Installation path: It will provide the default path which can be changed to change the installation directory.
      • Agreement:
      • Required space and installation:
  • Using TSM to capture the Rx:
    You can run the TSM application from the start menu. After Running the application, the following window will pop-up. The below window shows the details of the application settings that need to be done to start the Rx capture.

      Once you click on “Open browser & Record” it will initiate the new fresh browser window. After this do the following:

    • Log-in:Use your 3DEXPERIENCE ID & Password to log in to the platform.
    • Recreate the problem:After logging in, Recreate the problem. Make sure you proceed slowly as the application is generating the traces and log files of each step.
    • Stop the recording and save the file:After recreating the issue, click “Stop Recording”. and the files created during this process will be automatically stored in the ZIP file format which can be shared for further investigation with the support team.
    • Complete:With these steps, the Rx capturing has been completed.

Conclusion: Empowering Users, Enhancing Experiences

In the ever-evolving landscape of digital collaboration, effective troubleshooting is the cornerstone of success. By demystifying the process and equipping users with the tools and knowledge they need to overcome obstacles, we empower them to unlock the full potential of 3DEXPERIENCE web apps. Together, we can cultivate a culture of innovation, resilience, and continuous improvement, ensuring that every user’s journey on the platform is smooth, seamless, and rewarding.

We Urge You To Call Us For Any Doubts & Clarifications That You May Have. We Are Eager to Talk To You

Call Us: +91 7406663589

Karnataka & Goa






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AUTHOR: Samarsinh Khanvilkar, Application Engineer

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