'Old' Customer Portal Issues Today

[JSculley]

For those of you still using the original customer portal, is it working for you today? I'm getting the dreaded 'lock' icons on everything:

Our subscription is active, so before I get my VAR involved, I wanted to make sure it isn't everyone having the issue today.

[zwei]

Edit: Apparently we got moved

[Frederick_Law]

Happy Easter.
It need to be dead to raise again.

[gupta9665]

The old portal may not be working. So you will have to use the one from the 3DSYM dashboard.

[JSculley]

The old portal may not be working. So you will have to use the one from the 3DSYM dashboard.

We haven't been moved to 3DSWYM for support. From what I can tell, the transfer is happening for non US customers first. We haven't even received notification of the switchover.

[SPerman]

I think you just got your notification.

[SPerman]

I see the same thing, but if I search for "Solidworks Download" I can still get to that page. Maybe what you are looking for is still available via a different route.

[mp3-250]

in the meanwhile my var told me yesterday that my account has been fixed and I can use the support again.
thank you: I found out myself SW fixed it last week.. the fast and the furious

[bnemec]

I think you just got your notification.

Why the sarcasm? Seems like the legit answer.

[dave.laban]

We haven't been moved to 3DSWYM for support. From what I can tell, the transfer is happening for non US customers first. We haven't even received notification of the switchover.

My old portal had all the locks show up before I got any kind of notification about the transfer.

[jcapriotti]

I get the lock occasionally, I have to click on the "My Profile" on the left and then hit the Home icon in the upper right and it goes away.

[SPerman]

I think the whole place is pretty much fubar.

From the customer portal site, the link for the Admin Portal is still active, so I clicked on it. That takes me here:

When I click on the button to take me to DSx Client Care and Order, I get this:

After sending the verification email, I get this

I have to assume the site working properly is so rare, it is considered an error. After going through the email verification, clicking on the DSx Client Care and Order, give me this:

Clicking the link on that screen takes me to the 3D experience dashboard. I don't see anything there related to Cad Admin. I'm sure I could find it if I wanted to spend the rest of the day reading about the "3D compass."

[AlexLachance]

Flawless testing before release.

[Frederick_Law]

I didn't do any test, so it's Flaw-less.

[SPerman]

I decided to spend more time going down this rabbit hole. All I can say, is that I am even more convinced my time with DSS is coming to an end. Probably quicker than I anticipated before today.

After following a more links, digging through FAQ's and chasing a few dead ends. I learned that the "App" is a web based app, what we old timers have called a web site all of our lives.

After finally making it to my 3DSupport app, there is nothing there. Nothing related to cad admin, which is what started all of this. Nothing else that reflects my time with SW support.

I am also unsure what to think of the "support restricted."

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[SPerman]

One more, just because I can't help myself.

I click on this link:

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And I get this:

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I feel like I'm in the middle of a Monty Python sketch.

[Glenn Schroeder]

I gave it a try a few hours ago. I went to the same website I've always gone to, and when I logged in it directed me to something new that looked like it didn't work. I didn't waste any more time on it.

I tried again just now and it worked like it's done forever:

Maybe I just got lucky.

[SPerman]

The downloads page is one of the few I can still access.

When I go to "My Solidworks" it is in a foreign language (Korean, I think.) I've tried picking other languages from the drop down, but it has no effect.

[bnemec]

I get the lock occasionally, I have to click on the "My Profile" on the left and then hit the Home icon in the upper right and it goes away.

That was my normal route, every time. Now it doesn't work. Was going to suggest it yesterday, but when I tried it most of the locks stayed.

[AlexLachance]

One more, just because I can't help myself.

I click on this link:

image.png

And I get this:

image.png

I feel like I'm in the middle of a Monty Python sketch.

image.png

Let's add this one to the list. I tried accessing my portal, had the locks. Refreshed, this is what I got, what a lovely, clear, error page.

[JSculley]

One more, just because I can't help myself.

I click on this link:

image.png

And I get this:

image.png

I feel like I'm in the middle of a Monty Python sketch.

image.png

You made it further than me:

I see the dedicated 3DSupportApp forum is polluted with general SOLIDWORKS questions and replies telling people

"Hello, this Community is dedicated to the 3DSupport App questions. For any question on a specific DS product or process, please contact your local Call Center: https://www.3ds.com/support/contact/call-us/. Thank you"

[AlexB]

Trying to find where the downloads moved to...

Seems like the right spot, but no SPs listed. Maybe the "Find Media" search will work?

Voila! Works just as expected! I just needed to pick an option from the blank list of options!

[JSculley]

You made it further than me:
image.png

I see the dedicated 3DSupportApp forum is polluted with general SOLIDWORKS questions and replies telling people

"Hello, this Community is dedicated to the 3DSupport App questions. For any question on a specific DS product or process, please contact your local Call Center: https://www.3ds.com/support/contact/call-us/. Thank you"

Or this nonsense:

[JSculley]

I am also unsure what to think of the "support restricted."
image.png

It's explained in the FAQ:

https://www.3ds.com/support/discover-3d ... customers/

[bnemec]

Trying to find where the downloads moved to...

image.png

Seems like the right spot, but no SPs listed. Maybe the "Find Media" search will work?

image.png

Voila! Works just as expected! I just needed to pick an option from the blank list of options!

It's a very complicated system. Its not like they can just add items to a dropdown list, it's a platform now.

[bnemec]

Or this nonsense:
image.png

So the DSS people are requesting the customer DM them with the customer's email? What a joke! I can see spammers creating user accounts with last name all CAPS and asking users for their email address.

[Frederick_Law]

So the DSS people are requesting the customer DM them with the customer's email? What a joke! I can see spammers creating user accounts with last name all CAPS and asking users for their email address.

This Platform is too complicated for spammer.
They won't waste their time there.
Neither should we.


Wait, I'm kinda spamming there

[SPerman]

It's explained in the FAQ:

https://www.3ds.com/support/discover-3d ... customers/

Can you give me a little more of a hint? I still can't find it.

[SPerman]

Trying to find where the downloads moved to...

I find it here, but I'm not sure that is the "new" home.

https://www.solidworks.com/sw/support/downloads.htm

[AlexLachance]

I wonder if the first to reach the end of the line becomes a milionaire.

[Frederick_Law]

You get 3DEXilion.

[SPerman]

I'm tempted to reach out to my VAR, but purely for the entertainment value.

[AlexB]

I find it here, but I'm not sure that is the "new" home.

https://www.solidworks.com/sw/support/downloads.htm

This is fun, apparently nothing can work right the first time. Got it on the 2nd try though, thanks!

[JSculley]

Can you give me a little more of a hint? I still can't find it.

So, with the 'Support Restricted' role you can view and search for you own support requests, just like the old system, but you can also create and manage requests for yourself, which previously had to be done through your VAR .

What's unclear is what the elevated roles 'Support Advanced' and 'Support Administrator' represent. It would be nice to be able to take on the 'Support Administrator' role as the CAD admin, so that users could be free to make their own service requests but I would still be able to see all of them. I wonder though if the elevated roles are meant for VARs.

I would poke around more, but either they haven't finished moving us to the new system or its just broken:

[dave.laban]

I've got the Support Administrator role so it's not just for VARs. Won't pretend to understand why, just the cards I've been dealt.

[JSculley]

I've got the Support Administrator role so it's not just for VARs. Won't pretend to understand why, just the cards I've been dealt.

I posted a question on the Help forum for the 3DSupport App and a rep from my VAR (shoutout to Nadia Shea from MLC CAD Systems) saw the post and created a ticket for me. A support person contacted me, but before we had time to dig into it, the two day old problem magically went away. I can access the support app now, and like you, I've got the Support Administrator role.

[Frederick_Law]

Looks like you poke the right ..... bear

[Glenn Schroeder]

I posted a question on the Help forum for the 3DSupport App and a rep from my VAR (shoutout to Nadia Shea from MLC CAD Systems) saw the post and created a ticket for me. A support person contacted me, but before we had time to dig into it, the two day old problem magically went away. I can access the support app now, and like you, I've got the Support Administrator role.

Nadia is great. She's helped me a time or two, and I've met her a few times at the annual roll out events.

[TTevolve]

So is that a community on the 3DX platform?

I had to sens a email to our VAR today to get the downloader install for SW. They sent the whole install package in a zip, so it might actually be better.