{"id":48147,"date":"2025-03-19T00:17:12","date_gmt":"2025-03-18T23:17:12","guid":{"rendered":"https:\/\/ohmycad.com\/1-how-to-report-a-problem\/"},"modified":"2025-03-19T00:17:12","modified_gmt":"2025-03-18T23:17:12","slug":"1-how-to-report-a-problem","status":"publish","type":"post","link":"https:\/\/ohmycad.com\/en\/1-how-to-report-a-problem\/","title":{"rendered":"1. How to report a problem"},"content":{"rendered":"<h3>Introduction<\/h3>\n<p>We all want our problems solved quickly and accurately. Communication is key, so be sure to send us all the information we need to help you. <\/p>\n<p>And we&#8217;ve got some good news: SOLIDWORKS has packed everything we usually need into a single tool &#8211; SOLIDWORKS RX.<\/p>\n<div class=\"hs-embed-wrapper hs-fullwidth-embed\" style=\"position: relative; overflow: hidden; width: 100%; height: auto; padding: 0px; min-width: 256px; display: block; margin: auto;\" data-service=\"youtube\" data-responsive=\"true\">\n<div class=\"hs-embed-content-wrapper\">\n<div style=\"position: relative; overflow: hidden; max-width: 100%; padding-bottom: 75%; margin: 0px;\"><iframe width=\"200\" height=\"150\" src=\"https:\/\/www.youtube.com\/embed\/6HhstFcAmRk?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen=\"\" title=\"SUPPORT - Making a video with SOLIDWORKS RX\" style=\"position: absolute; top: 0px; left: 0px; width: 100%; height: 100%; border: none;\" loading=\"lazy\"><\/iframe><\/div>\n<\/div>\n<\/div>\n<p>&nbsp;<\/p>\n<h3>Step 1: Open SOLIDWORKS RX<\/h3>\n<p>If SOLIDWORKS opens, you can open the SOLIDWORKS RX tool from the &#8220;?&#8221; help icon in the top right-hand corner.<\/p>\n<p><img decoding=\"async\" class=\"hs-image-align-none\" style=\"height: auto;\" src=\"https:\/\/8764694.fs1.hubspotusercontent-na1.net\/hubfs\/8764694\/image-png-Sep-01-2023-02-52-44-5487-PM.png\" loading=\"lazy\"><\/p>\n<p>In some cases, you <strong>can&#8217;t even open SOLIDWORKS, or it can&#8217;t connect.<\/strong> You can still send us important information with SOLIDWORKS RX, so run it from here:<\/p>\n<p>C:\\Program Files\\Common Files\\SOLIDWORKS <strong>Shared\\2023\\sldrx\\sldrx<\/strong>.exe<\/p>\n<p>Just make sure you change <strong>the year <\/strong>to match your SOLIDWORKS version.<\/p>\n<h3>Step 2: Capturing the problem<\/h3>\n<p>Among all the tabs in this tool, go to &#8220;Problem Capture&#8221;.<\/p>\n<p><img decoding=\"async\" class=\"hs-image-align-none\" style=\"height: auto;\" src=\"https:\/\/8764694.fs1.hubspotusercontent-na1.net\/hubfs\/8764694\/image-png-Sep-01-2023-02-59-05-8645-PM.png\" loading=\"lazy\"><\/p>\n<p>By opening the Problem Capture tab, the tool will automatically gather system information.<\/p>\n<p><img decoding=\"async\" class=\"hs-image-align-none\" style=\"height: auto;\" src=\"https:\/\/8764694.fs1.hubspotusercontent-na1.net\/hubfs\/8764694\/image-png-Sep-01-2023-02-53-49-6248-PM.png\" loading=\"lazy\"><\/p>\n<div class=\"hs-callout-type-tip\" data-hs-callout-type=\"tip\">\n<p>Tip: just leave it in the background, you don&#8217;t need to wait for it to finish.<\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<h4>Capture<\/h4>\n<p>The capture tool lets you make a video recording of the incident in progress. If a picture is worth a thousand words, imagine the value of a video! <\/p>\n<p>When support analyzes the problem, using video, they can gather information about the steps you&#8217;re taking, the SOLIDWORKS environment and other contextual clues you might not even have considered.<\/p>\n<p>&nbsp;<\/p>\n<p>If your problem concerns 3DEXPERIENCE, make sure you select the &#8220;Include 3DEXPERIENCE debug logs&#8221; option.<\/p>\n<p><img decoding=\"async\" class=\"hs-image-align-none\" style=\"height: auto;\" src=\"https:\/\/8764694.fs1.hubspotusercontent-na1.net\/hubfs\/8764694\/image-png-Sep-01-2023-03-02-42-8398-PM.png\" loading=\"lazy\"><\/p>\n<p>You will then have the option of using your current session or restarting SOLIDWORKS. In general, you can use your current session. <\/p>\n<p><img decoding=\"async\" class=\"hs-image-align-none\" style=\"height: auto;\" src=\"https:\/\/8764694.fs1.hubspotusercontent-na1.net\/hubfs\/8764694\/image-png-Sep-01-2023-03-03-45-8079-PM.png\" loading=\"lazy\"><\/p>\n<p>You will then be presented with the recording tool.<img decoding=\"async\" class=\"hs-image-align-center\" height=\"239\" style=\"width: 370px; height: auto;\" src=\"https:\/\/8764694.fs1.hubspotusercontent-na1.net\/hubfs\/8764694\/image-png-Sep-01-2023-03-04-27-5095-PM.png\" width=\"370\" loading=\"lazy\"><\/p>\n<p> Press the &#8220;Record:&#8221; button to start recording, then perform the actions that cause the problem you are experiencing.<\/p>\n<p>Once the problem has been observed in the recording, you can select the &#8220;Finish&#8221; button to return to SOLIDWORKS Rx.<\/p>\n<div class=\"hs-callout-type-tip\" data-hs-callout-type=\"tip\">\n<p>Pro tip: <strong>RX can record your entire screen<\/strong>, not just SOLIDWORKS. So if you need to record the Web platform for 3DEXPERIENCE, your Windows files or any other application, you can! <\/p>\n<\/div>\n<h4>Step 3: Packed to the brim!<\/h4>\n<p>In the &#8220;Package&#8221; section, you can see a summary of all the information that will be included in the resulting ZIP file, and add any additional files you wish to include.<\/p>\n<p>Select the &#8220;Package files&#8221; button in SOLIDWORKS Rx to generate the .ZIP file to be sent to us.<br \/><img decoding=\"async\" class=\"hs-image-align-none\" style=\"height: auto;\" src=\"https:\/\/8764694.fs1.hubspotusercontent-na1.net\/hubfs\/8764694\/image-png-Sep-01-2023-03-08-35-9899-PM.png\" loading=\"lazy\"><\/p>\n<h4>Step 4: Send it to Ohmycad<\/h4>\n<p>The final step is to send this ZIP file to us at support@ohmycad.com or to your dedicated Customer Success Manager.<\/p>\n<p>We will analyze the problem and provide you with a solution, or open a service request (SR) with the SOLIDWORKS support team if necessary.<\/p>\n<h3>Conclusion<\/h3>\n<p>To reduce the amount of communication back and forth between you and support, be sure to send us this file when you report a problem.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Introduction We all want our problems solved quickly and accurately.  &#8230;<\/p>\n","protected":false},"author":283,"featured_media":0,"comment_status":"","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[578,502],"tags":[],"class_list":["post-48147","post","type-post","status-publish","format-standard","hentry","category-contact-us","category-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>1. 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