Submit a service request in 3DSupport App
https://www.3ds.com/support/contact/call-us/submit-a-request/
New to Dassault Systèmes' support system?
You need a 3DEXPERIENCE ID to access the Dassault Systèmes Support site resources and the support tool.
If you don‘t have a 3DEXPERIENCE ID or are not sure if you have one, please check the 3DEXPERIENCE ID creation and validation (Working) page.
With a 3DEXPERIENCE ID login you can access:
- User Communities
- Knowledge Base - to search for Bug Reports, User’s Guides, Developer’s Guides, Questions & Answers, Service Requests, Best Practices.
- Software download page
- Support tool - 3DSupport App
- other resources
You can find more information about Dassault Systèmes' Support resources and processes on New customer onboarding page.
3DSupport App is a new support tool based on 3DEXPERIENCE platform technology.
To access the 3DSupport App, you need to have the appropriate support role. Your support role is managed by one contact, identified as Security Administrator within your company.
If you are not able to identify your Security Administrator, or if they have not yet been designated, contact Dassault Systèmes’ global Call Center or your dedicate sales representative.
Related links:
For Partners
You may submit a support request on 3DSupport App as a partner on customer behalf or as a customer.
Related links:
- Discover 3DSupport App for partners
- 3DSupport App for partners - Video tutorials for partners
- 3DSupport App for partners - FAQ
- Partners Support Homepage
Product Releases Support dates and Lifecycle policies
See support end dates for CATIA Magic and No Magic portfolio.
It includes all refreshes and hot-fixes of that release.
| Release | GA date | FULL Support phase end | ALL Support phases end |
|---|---|---|---|
| v18.0 | 02-Jun-14 | 31-Jul-19 | 01-Jul-21 |
| v18.5 | 13-Feb-17 | 31-Jul-19 | 01-Jul-21 |
| v19.0 | 02-Jul-18 | 30-Jun-22 | 31-Dec-22 |
| v2021x | 12-Feb-21 | 12-Feb-24 | 12-Feb-25 |
| v2022x | 01-Jul-22 | 01-Jul-25 | 01-Jul-26 |
Related documents (you need a 3DEXPERIENCE ID to access this content):
Releases Support Lifecycle dates
Support policies For Licensed Programs
Troubleshooting
Q: I receive an 'Access is denied' error message, when connecting to 3DSupport App.
A: You do not have a support role. Contact your company dedicated Security Administrator for Dassault Systèmes to get the support role.
It takes up to 24 hours to take an effect after the support role has been granted by the Security Administrator. Until then you will get an 'Access is denied' error message.
If you are not able to identify your Security Administrator, or if they have not yet been designated, contact us.
Q: I still receive an 'Access is denied' error message even Support role was granted.
A: Try to open 3DSupport App on a new browser or on the private/incognito window. Or try to clear the browser cache.
Q: I can no longer submit a service request from my 3DSupport App.
A: Support contract has expired for your company/Site. Contact your sales representative.
Contacts
If you are not able to identify your Security Administrator, or if they have not yet been designated, please contact:
Dassault Systèmes’ global Call Center
