Troubleshooting the 3DEXPERIENCE Platform Installation

All services: Certificates

On the web app side, it is sometimes necessary to import a certificate. It depends on who signed (authority) it, and if you want to be bothered by security warnings when entering the application.

If you need to correct the certificates path or if your certificates were not available during the installation, you can do the certificate importation changes later:

Embedded JDK:

Saved the signed certificates in the location you have specified during the installation and launch the following command:

<ServicetInstallPath>\win_b64\code\command\import_certificates.bat on Windows

<ServiceInstallPath>/linux_a64/code/command/import_certificates.sh on Linux.

External JDK:

The certificates must be registered in the Java store using the keytool utility.

3DPassport: Performance Issue with LDAPS Protocol

A problem occurs when a 3DPassport administrator adds an LDAP repository, and communication between this server and 3DPassport is performed via the LDAPS protocol and not the LDAP protocol. In this case, 3DPassport must check the certificate exposed by the LDAP server. This check needs the IP address of the server and its name to match. If the administrator does not take any specific action, at each connection with the LDAP server, 3DPassport attempts to match the two and it may take a long time (up to 7 seconds on VPC).

To drastically reduce the DNS resolution time, the administrator must:

use the name of the LDAP server as it is specified in the certificate (in the Subject field of the certificate) instead of its IP address
if this is not already the case, add an entry to the /etc/hosts file (on UNIX) or the C:\Windows\System32\drivers\etc\hosts file (on Windows) associating the server IP address with the name specified just above.

3DDashboard: Non-authenticated Users

A user is present in 3DSpace and 3DPassport but is rejected by 3DSwym and/or by 3DDashboard.

Check if the user has the IFW license.
Users need an IFW license to connect to the 3DEXPERIENCE platform.
Try to re-synchronize as explained in Synchronize Platform Users with All Platform Services.

3DDashboard: Issue when connecting to the 3DDashboard service URL (1)

If you load the following URL:

https://3ddashboard.3dexperience.mycompany.com

and the following error is displayed:

com.dassault_systemes.dsi.service.config.LicenseConfiguration
                                : /usr/DassaultSystemes/X3D_DASH_V6R2022x/linux_a64/code/bin/libLCJava.so: libJS0LCC.so: cannot open shared
                                object file: No such file or directory

see the "Post-Installation" section of the 3DDashboard Installation Guide.

3DDashboard: Issue when connecting to the 3DDashboard service URL (2)

If you load the following URL:

https://3ddashboard.3dexperience.mycompany.com

and the following error is displayed:

{"success":false,"errorId":"frontal_1.1638847973041","errorMessage":"Internal Error"}

Ensure all required certificates are imported. Else, reconfigure the application.

3DDashboard: Search error is displayed (1)

If you perform a search on the 3DEXPERIENCE platform and the following error is displayed:

The Search Service of the 3DExperience Platform is temporarily unavailable.
It fails with the error:NetworkError: URL
"https://3dsearch.mydomain:port/federated/search?xrequestedwith=xmlhttprequest" 
return ResponseCode with value "0".
Please contact your support if the problem persists.

this means the 3DSearch URL is not reachable or you have not set the CORS parameters in the Apache reverse proxy.

3DDashboard: Search error is displayed (2)

If you perform a search on the 3DEXPERIENCE platform and the following error is displayed:

The Search Service of the 3DExperience Platform is temporarily unavailable.
It fails with the error: NetworkError: URL "3dsearch.3dexperience.mycompany.com/federated/search?ticket=ST-nnn-xxxxx-cas" return 
ResponseCode with value "500".
Please try again or contact your administrator if the problem persists

this means you have not imported the necessary certificates in the Java runtime of the 3DSearch installation.

3DDashboard: Search error is displayed (3)

If you perform a search on the 3DEXPERIENCE platform and the following error is displayed:

3DSearch Service could not get results from Collaborative Spaces.
Please contact your supportthi if the problem persists.

Error Code: FS_GENERIC_ERROR
Error Message: Http error: 404 Reason: Not Found

This can be due to non-reachable 3DCompass URL. Check the URL status using diagnostic tool and restart if down.

3DDashboard: Search error is displayed (4)

If you perform a search on the 3DEXPERIENCE platform and the following error is displayed:

3DSearch Service could not get results from Communities.
Please contact your support if the problem persists.

The search service encountered an error and could not complete
CAS Error: invalidate session

This can be due to non-reachable 3DSwym URL. Check the URL status using the diagnostic tool and restart if down.

3DDashboard: Launch fails with forbidden access error

This problems occurs when the 3DCompass and 6WTags server URLs are wrong in the 3DDashboard configuration.

In this case, reconfigure 3DDashboard.

3DDashboard: Feed Reader widgets are empty

There is no connection to Internet.

Check the 3DDashboard connection to Internet.

3DDashboard: Proxy error displayed when using the 3DDashboard service URL

If you load the following URL:

https://3ddashboard.3dexperience.mycompany.com

and the following error is displayed in, for example, /usr/local/x3ds/tomee-dash/logs/catalina.out:

property 'domainAllowList'; nested exception

edit the following file, for example on Linux:

/usr/DassaultSystemes/X3D_DASH_V6R2022x/linux_a64/uwp-config.properties

and check that the following line has been correctly set:

uwp.proxy.domainAllowList = .*

The domain allow list value was set during the 3DDashboard installation as explained in the 3DDashboard Installation Guide.

3DPlay: CATIA Objects Do Not Display

Issue: 3Dplay does not work for the rendering of some CATIA objects, and displays the error message:

This model does not contain any geometry.

This error occurs in all the applications that use the graph expand feature:

Web apps: 3DMarkup, 3DPlay, 3DNavigate, 3DCompose, Issue 3D Review, Product Structure Explorer/Editor.
Native apps: Product Finder, Manufacturing Finder, System finder, Design review, Manufacturing Context Builder, Manufacturing Authoring Apps.

Workaround: For all production deployments, specify 1 slice only during setup. This is mandatory to use the graph expand feature.

3DSwym: Thumbnails are not generated

If the thumbnails are not generated, check that the 3DSwym Video Converter product has been installed and is running.

3DSwym: Compass is not working

3DCompass service URL declaration may be wrong in 3DSwym Foundation .

Check the 3DCompass service URL declaration in 3DSwym Foundation installation inputs.

If not correct, reconfigure the 3DSwym Foundation product with correct value for the 3DCompass service URL.

Otherwise, check that 3DSpace service (that includes 3DCompass service) is up and running.

3DSwym 6WTags: Tags cannot be added

The 6WTags service URL declaration may be wrong in 3DSwym Foundation .

Check the 6WTags service URL declaration in 3DSwym Foundation installation inputs.

If not correct, reconfigure the 3DSwym Foundation product with the correct value for the 6WTags service URL.

Otherwise, check that 3DSpace service is up and running.

3DSwym: 6WTags, Comments and Messages created earlier are not displayed

The certificates of the 3DEXPERIENCE platform servers have not been imported into the Cloudview java store.

Reconfigure the 3DSwym Index product.

3DSwym/3DDashboard: Login problem due to memory configuration

If you experience login problems due to memory configuration, check the TomEE parameters for each service:

for 3DSwym: see the "Prerequisites" section of the 3DSwym Installation Guide
for 3DDashboard: see the "Preparing the Installation" section of the 3DDashboard Installation Guide.

3DSwym/3DDashboard: login problems if synchronization not performed

If the users are created in 3DSpace before 3DPassport, or if 3DSwym and 3DDashboard are down when creating the users in 3DSpace, you will experience login problems.

In this case, follow the instructions described in Migrate Existing Users Created in an Earlier Release.

3DSwym: Comments cannot be created

If the users are created in 3DSpace before 3DPassport, or if 3DComment were down when creating the users in 3DSpace, you will experience problems while trying to comment or like.

In this case, follow the instructions described in Migrate Existing Users Created in an Earlier Release.

If you still experience problems and found in 3DComment error logs message such as:

Request time too skewed

please check for clock synchronization between servers.

3DSwym/3DComment: random navigation issues

If following error message is displayed in the TomEE+ log files:

SQLTransientConnectionException : SocialPool -
Connection is not available, request timed out after xxx ms

follow the steps below:

Create or update the following file:
<installPath</<os>/application.properties
This file does not exist by default.
This file is not modified/erased at FD upgrade nor at uninstall (which can lead to an error message saying that some directories are not empty at the end of an uninstallation).
Increase the following property value:
property key: db.pool.size.max
Default value: 30.
Allowed values: positive integer.
The DB instance needs to be able to support more sessions than this connection pool size.
Restart TomEE+.

3DNotification: Service Node Stops

The service node may stop and you may see the following error message in the logs:

FATAL ERROR: CALL_AND_RETRY_LAST Allocation failed - process out of
memory

If this is the case:

Restart the process using the usual method to see if it starts.
If the above error occurs, you can allocate more memory to the node process:
1. On Windows:
  1. Save the node.bat script to: “install_path”/win_b64/code/command
  2. Open the script file and change the line:
    
    set "NODE_PATH=%INSTALL_PATH%\code\bin\node.exe"
    
    to:
    
    set "NODE_PATH=%INSTALL_PATH%\code\bin\node.exe --max_old_space_size=4096"
  3. Replace the node.bat file by the new file.
  4. Restart the 3DNotification service using admin rights.
2. On Linux:
  1. Save the node script to: “install_path”/linux_a64/code/command
  2. Open the script file and change the line:
    
    NODE_PATH=node
    to:
    NODE_PATH=node --max_old_space_size=4096
  3. Replace the node file by the new file.
  4. Restart the 3DNotification service.

RunYourApp Widget Certificate Problem

The RunYourApp widget may display one of the following messages:

This Connection is Untrusted

on Firefox, or:

Your connexion is not private

in Chrome or:

There is a problem with this website's security certificate

in Internet Explorer.

In each case, the certificate you are using for your 3DDashboard server is not valid from the browser standpoint.

The solution is to buy or sign a certificate signed by a recognized authority (recognized by your browser) or have your signing authority recognized by your browser (for more information, see the documentation of each browser).

File Collaboration Server (FCS): Synchronization Error

If a remote FCS is used with the 3DEXPERIENCE platform and if you are experiencing the following type of error, for example:

Error: #1900068: sync store failed
System Error: #1501004: Bucket replication failed.
System Error: #1501004: Bucket replication failed.
System Error: #5000001: com.matrixone.fcs.common.FcsException: incorrect header check; FCS Bad receipt
Error com.matrixone.fcs.common.FcsException: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path validation failed: java.security.cert.CertPathValidatorException: Path does not chain with any of the trust anchors.

this means you have not imported the necessary certificates into the runtime Java of the FCS installation.

3DSpace: MSSQL database connection error (SUSE Linux specific)

Even though Microsoft ODBC Driver 17 for SQL Server is installed in SUSE Linux workstation, you may face following database connection error while performing 3DSpace installation using MSSQL database:

State 01000: [unixODBC][Driver Manager]Can't open lib 'ODBC Driver 17 for SQL Server' : file not found
           Check with 'SQL Server Configuration Manager' that:
             -the 'Shared Memory' and 'TCP/IP' protocols are enabled
             -the 'SQL Server' and 'SQL Server Browser' services are running.

Workaround: copy odbcinst.ini file from /opt/microsoft/msodbcsql17/etc to /etc.