Problem

We've received many SRs in the past few weeks reporting the following problem when launching SOLIDWORKS Connected.

Symptoms

A few reports have been with SOLIDWORKS Desktop + Design with SOLIDWORKS, but SOLIDWORKS Connected is most affected. 

There are a few variations of this problem

• Shortly after the MySession app loads you see the Unable to connect to 3DEXPERIENCE dialog.
• Shortly after the MySession app loads you see a blank white login dialog (as shown above), followed by the Unable to connect to 3DEXPERIENCE dialog if a) you minimize the blank dialog, b) you ignore it, or c) you close it.
• Shortly after the MySession app loads you see a blank blue login dialog (as shown above), followed by the Unable to connect to 3DEXPERIENCE dialog if a) you minimize the blank dialog, b) you ignore it, or c) you close it.

Logs

From a log collecting perspective, since SOLIDWORKS launches OK, the 3DEXPERIENCE add-in loads OK, and the MySession app loads OK, we can conclude that it is a collaborative space connection problem - a PLMCSA Client connection problem. The log that provides insight into the connection is the PLMCSA Client Log (#6 from QA00000103804). When this problem occurs, the FI.TRACES log will contain the following failure / error code: -2143485918. 

This error code doesn't tell us what the problem is or how to resolve it, but it is a data point to verify that this specific problem is being encountered, as opposed to other types of connection failures.

Bug Report and Workarounds

This problem is being reviewed with BR10000342110.

As documented in the Bug Report, the most common workaround is to add *.3ds.com (and/or https://*.3ds.com) to the sites list in your Trusted sites zone.

Other workarounds / troubleshooting techniques that may work:

1. Delete the Internet Explorer 11 cache (INetCache)

2. Reset the Internet Zone to the default level

3. Reset Internet Explorer 11, if it is installed

4. Uninstall/reinstall SOLIDWORKS Connected