1. Hawk Ridge Systems
  2. Mechanical Design
  3. 3DEXPERIENCE Design

"Unable to Retrieve Install Data" error when launching SOLIDWORKS from 3DEXPERIENCE

Avatar
Thomas Standiford

Sometimes, when launching SOLIDWORKS from the 3DEXPERIENCE platform, you may see a message Unable to retrieve install data appear, and SOLIDWORKS will fail to open.

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

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

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

  1. Log out of 3DEXPERIENCE and log back in.
  2. Log in through an incognito/private mode browser window
  3. Reinstall 3DEXPERIENCE Launcher 

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

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.

An error from the Windows Event Viewer Application log, showing an InProcessClient64.dll faulting module, with the path indicating that the error is caused by SentinelOne.

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

  1. Open your Start Menu. Search for "Event Viewer".
  2. A new window will open up. Expand the folder titled "Windows Logs" and select "Application"
  3. Select "Filter Current Log" on the right hand side 
  4. Check on "Error" and select "OK".
  5. Select the listed errors and scroll through them until you find one with a "Faulting module name: InProcessClient64.dll". 

Once the SentinelOne antivirus application error is determined, to resolve this issue, your IT must add an exception into your SentinelOne antivirus to whitelist the following program:

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

Once that exception is added, restart the workstation. 

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

Local Intranet Security

The local intranet security level on your 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.
    Three images showing how to change local intranet options. The first image on the left shows the Internet Options being selected in the Windows Search. The second image in the middle shows the open Internet Properties window, with the Security tab oppen, Local Intranet selected, and security level set to Medium-low. The third image on the right shows the Advanced tab of the Internet Properties window, with Enable Enhanced Protected Mode* unchecked, and the button to Apply those settings.

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 Advance 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 allow 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 application and allow the launcher to connect without errors. The Windows Defender Firewall with Advanced Security window, showing Outbound Rules selected in the pane on the left, the Action column sorted to show Block rules first, rules specific to 3DEXPERIENCE, the 3DEXPERIENCE Launcher, and DS selected, and the Disable Rule button highlighted in the Actions pane on the right.

For further technical support, please contact Hawk Ridge Systems at 877.266.4469 for the U.S. or 866.587.6803 for Canada and support@hawkridgesys.com.

Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Article is closed for comments.

Articles in this section