Problem

This article goes over how to resolve the "Unable to Retrieve Install Data" error when launching SOLIDWORKS from the 3DEXPERIENCE platform.

This is a 3DEXPERIENCE Launcher problem that can mean either of the following:

1. The web browser cannot communicate with the installed 3DEXPERIENCE Launcher application because of timed-out credentials or invalid internet options.
2. The 3DEXPERIENCE Launcher installation is faulty.
3. There is a conflict between the 3DEXPERIENCE Launcher and third-party software.

Solution 1: Clear Cookies and Cache/Check Site Settings

If the 3DEXPERIENCE Launcher diagnostics do not show any problems, try each of the following:

1. Log out of 3DEXPERIENCE and log back in.
2. Log in to the 3DEXPERIENCE platform through an incognito/private mode Internet Browser Window

3. In the web browser, click “View site information” and confirm that the permission for “Local network access” is enabled.

   

4. Reinstall 3DEXPERIENCE Launcher following the steps here: How To Uninstall and Remove 3DEXPERIENCE SOLIDWORKS Products – Hawk Ridge Systems

If none of the above resolves the issue, there may be a conflict between the 3DEXPERIENCE Launcher and third-party software or some settings on your system, such as the SentinelOne Antivirus, local intranet security settings, or firewall rules.  

Solution 2: SentinelOne Antivirus

The most common cause we see for this error is the SentinelOne antivirus blocking the 3DEXPERIENCE Launcher from opening. This is likely the problem if you see the faulting module name InProcessClient64.dll in the Windows Event Viewer, as seen in the image below.

To diagnose whether this error is caused by the SentinelOne Antivirus, follow the instructions below:

1. Open the Windows Start Menu, type "Event Viewer", and hit "Enter"
2. In the Window that comes up, expand the folder titled "Windows Logs" and select "Application"

3. Select "Filter Current Log" on the right-hand side

4. Check "Error" and select "OK"

5. Select the listed errors and scroll through them for one with "Faulting module name: InProcessClient64.dll" 

Once the SentinelOne antivirus application error is determined, to resolve this issue, have IT add an exception to the SentinelOne antivirus to whitelist "3DEXPERIENCELauncherBackbone.exe" found in:

"C:\Program Files\Dassault Systemes\3DEXPERIENCE Launcher\3DEXPERIENCELauncherBackbone.exe"

Once that exception is added, restart the workstation and retest the issue.

Please also note that the above path is for the default installation location. If the 3DEXPERIENCE Launcher was installed at a custom location, the custom location will have to be added as an exception. 

Solution 3: Local Intranet Security

The local intranet security level on the computer can also block the 3DEXPERIENCE Launcher and cause this error. To change those settings, follow these steps:

1. Open Internet Options from the Windows Start menu. The Internet Properties window opens.
2. Go to the Security tab.
3. Click on the Local intranet icon.
4. Make sure that the level is not set to High (for example: Medium-Low, as seen in the image below).
   Note: If you have custom settings, you might want to select the Default level to reset the value.
5. Windows 10 only: Go to the Advanced tab.
6. Windows 10 only: Make sure that the Enable Enhanced Protected Mode* checkbox is cleared/disabled
7. Click Apply.

Solution 4: Firewall Rules

Outbound firewall rules can also block the 3DEXPERIENCE Launcher from opening and cause this error. To find and disable any such rules, follow these steps:

1. Open Windows Defender Firewall from the Windows Start menu and select Advanced settings to open the Windows Defender Firewall with Advanced Security application
2. Navigate to Outbound Rules
3. Select the Action column to view all the outbound rules that were created to block applications instead of allowing them, and select outbound rules specific to 3DEXPERIENCE Launcher applications, such as "C:\Program Files\Dassault Systemes\3DEXPERIENCE Launcher\3DEXPERIENCELauncher.exe" or "C:\Program Files\Dassault Systemes\3DEXPERIENCE Launcher\3DEXPERIENCELauncherBackbone.exe".
4. Use Disable Rule to unblock the application and allow the launcher to connect without errors. 

5. Restart the machine and then retest the issue

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