How to Use the 3DEXPERIENCE TroubleShooting Machine (TSM)
When troubleshooting SOLIDWORKS and 3DEXPERIENCE, it's important to acquire as much information, both from the user and from inner components within the software, as possible. For SOLIDWORKS, a problem capture provides information deep within the program, which is needed for both GoEngineer and SOLIDWORKS techs to investigate. In 3DEXPERIENCE, with multiple applications located on a browser, it can be difficult to locate where an issue hides. Fortunately, there is a program designed to capture all internal information from a browser (similar to the SOLIDWORKS Rx problem capture), called the TroubleShooting Machine, or TSM for short.
How to Obtain & Install the TroubleShooting Machine (TSM) Program
Start by downloading the TSM.
If you haven't already, log in to the 3DEXPERIENCE platform. An active 3DEXPERIENCE role is not needed to obtain the TSM download.
The download should automatically start; you do not need to click anything else. If there is no download on the top right, check if the pop-up is blocked, allow the pop-up to occur, and then refresh the page. The download will be labeled as TroubleShootingMachineForWebApps.Full-V6R2025x.HF3.Windows64.exe.
Once you've downloaded the TSM zip file, extract it using 7-Zip onto a local directory, preferably the C drive.
Inside the extracted folder and inside the folder labeled “1”, there should be a setup.exe. Run the exe as administrator.
The 3DEXPERIENCE Installation Manager will appear. Everything is all set, so no changes are needed. Continue clicking Next to later accept the terms and conditions and install the TSM onto the computer.
The installed TSM should look like the following:
Running the TSM
To generate a problem capture using the TSM, first double-click on the installed application to run it.
If this is the first time you’re using the TSM, it will bring up the Usage Policy. Select Accept to continue.
In the main layout, copy and paste the URL of your platform on the browser, specifically the exact page on which the issue is reproducible. Select either Chrome or Edge (both browsers are supported browsers for 3DEXPERIENCE) and then change the recording area to Browser Window. No other changes are needed. Once you have everything set, select Open Browser.
This will open a new Incognito window with your platform URL. You will need to log in with your 3DEXPERIENCE ID and accept two-factor authentication if applied. A small pop-up will appear in the lower left-hand corner with buttons needed to start, pause, and finish the recording (similar to a problem capture in SOLIDWORKS Rx).
Once you’re logged into the platform, it should take you directly to your page with the issue. Select the play button in the small pop-up. A blinking red and yellow border will appear, which is the recording area. (If you select the browser window as the recording video area, it will be where the browser was opened.) Proceed to reproduce your 3DEXPERIENCE issue inside that border, showing as much relevant information as possible. Also include your level of access to the collaborative space (e.g., leader, author, owner, etc.). When finished, stop the recording and click the Close Browser button.
It will then take you back to the TSM main page and generate a zip file. Once it’s complete, it will show you the location of the zip file in your file explorer. The default location is C:\users\(username)\AppData\Local\Temp\TSM.
Send this zip file to your GoEngineer and SOLIDWORKS Tech Support teams for them to investigate the issue.
If GoEngineer is your SOLIDWORKS partner, and you need additional help using the 3DEXPERIENCE TroubleShooting Machine, feel free to call or email our Technical Support team; a GoEngineer tech will walk you through the process.
Want to learn more? Check out more SOLIDWORKS tutorials below. Additionally, join the GoEngineer Community to create forum posts, enter design contests, and answer questions from other SOLIDWORKS users.
Related Articles
How to make a SOLIDWORKS RX Problem Capture
Understanding the 3DEXPERIENCE Login Box in SOLIDWORKS
SOLIDWORKS Delivery Day 2025 FD03: Hello AI, Goodbye Repetitive Tasks
Two-Factor Authentication Now Required for DSx Client Access
How to Add a SOLIDWORKS Certification Verification on LinkedIn
About Adam Smith
Adam Smith is a SOLIDWORKS Technical Support Engineer at GoEngineer.
Get our wide array of technical resources delivered right to your inbox.
Unsubscribe at any time.