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Ensure continuous supportTechnical Support FAQs
1. What do I do if I am having troubles installing SolidWorks?
2. Can I keep my custom settings and toolbar locations when uninstalling/reinstalling SolidWorks?
3. How do I use SolidWorks Rx?
6. Where can I download Service Pack Updates?
7. What is Certified Graphics Card and Drivers?
What do I do if I am having troubles installing SolidWorks?
The SolidWorks Installation Manager automatically saves a log file when an installation is attempted. If the installation fails, you can send the IMLogs to cadsupport@automated-design.ca for assistance. There is usually a message generated that prompts you to send the log files. If not, the log files are located in the folder C:\\Users\
Can I keep my custom settings and toolbar locations when uninstalling/reinstalling SolidWorks?
Yes. There is a simple tool called Copy Settings Wizard (found in Start->Programs->SolidWorks 20XX->SolidWorks Tools) that allows you to save all your custom settings to an external file that can be plugged into SolidWorks at a later time.
SolidWorks Rx allows you to self-diagnose your SolidWorks as well as record and report issues and gather log files into one convenient zip file that can be sent to ADS Technical Support for troubleshooting. To create an Rx zip file, open SolidWorks Rx (Start->Programs->SolidWorks 20XX->SolidWorks Tools->SolidWorks Rx) and switch to the Problem Capture tab. Click on Describe Problem and fill out all the text boxes/dropdowns in this window with as much detail as possible to describe what´s happening and click OK. You then have the option to Record Video. If the problem is easily reproduced, a video can be helpful to show the steps taken that cause the issue. If needed, click on Record Video, then choose the appropriate options to start SolidWorks and begin reproducing the problem. Please keep in mind that SolidWorks will need to be shut down in order for the recording to be stopped. If the problem is file-specific, it would be helpful to include those files with the Rx. This can be done by clicking Add Files to choose which files to send along with the zip file. Once everything is included, click Package Files Now to create the zip file. If the zip file is relatively small (under 8MB), it can be sent via email to cadsupport@automated-design.ca. If it is larger than 8MB, please use our FTP site for transfer.
Some files may be too large to use email. In this case, you may need to use our FTP site to send us files for testing. Our FTP address is ftp.automated-design.ca. It´s best if you have an FTP client software such as FileZilla or SmartFTP, but you can also use Windows Explorer to connect to our FTP. Open a window and type the address into the address bar and hit Enter. You should be prompted for a username and password. For a less-secure option where you have control over your uploaded files, use ´adscad´ for both the username and password. For a more secure option where others are unable to see the files that are uploaded, enter ´cadsupport´ for the username and password. Once logged in, you have the ability to copy and paste your files to this window. Please notify us by email or phone once the files are uploaded.
What do I do if I have installed/upgraded my SolidNetwork License Server, but I´m unable to see any seats and the clients are unable to access SolidWorks?
This may happen if you haven´t activated your installation. On the server, open the SolidNetwork License Manager, then click Modify and select the option ´Activate/Reactivate a software license´. This will be done over the internet and once complete should give you access to your seats. If you are still unable to connect to the server, please contact ADS Technical Support.
Where can I download Service Pack Updates?
https://www.solidworks.com/sw/support/downloads.htm
What is Certified Graphics Card and Drivers?
