Problem

The Problem Capture tool within the SOLIDWORKS Rx program helps Technical Support investigate an issue that is difficult to explain or that we are unable to reproduce. It can record the screen, zip up the SOLIDWORKS files involved with the issue, and create a log of your system (operating system, registry settings, hardware, and drivers). Other logs of events and performance during reproduction of the issue, and the SOLIDWORKS journal are included as well.

Solution

Follow these steps to demonstrate and capture a SOLIDWORKS problem:

1. Close SOLIDWORKS
2. Click Start > SOLIDWORKS Tools > SOLIDWORKS Rx, or just search for "Rx" in Windows Search and open the application.

3. Click on the Problem Capture tab and select which application or monitor you would like to capture. Use the monitor capture option for other applications like PDM or Electrical.

   

4. Click "Record Video" to start the capture
5. If recording SOLIDWORKS, it will automatically launch and give you the option to begin or finish the recording. 

6. Click the "Record" button to begin recording

   

7. Demonstrate the issue and then click the "Finish" button to complete. If the issue is difficult to reproduce or is intermittent, begin recording and it will automatically capture 10 minutes leading up to clicking Finish.

   

8. The Rx application will re-open. Click "Add" Files to include any additional sample files and then click Package Files to save the zip file to the Desktop.

   

9. At this point, if you want to add more detail or notes, use the "Describe" section. This step is optional, and the ZIP file is ready to be sent to our technical support team.

   

10. Submit the RX capture to Technical Support by creating a ticket here

For additional support, existing customers can submit a ticket or new customers can contact Hawk Ridge Systems.