SolidWorks Crashes & Slowdowns – The End

This is it, the final installment of this critically acclaimed mini-series on SolidWorks Crashes & Slowdowns. Ok, ok, fine, so it received more criticism than anything, but I liked it and that’s what really counts.

What do you do when things have come to a grinding halt and you’ve tried all the tricks that you know, that you’ve read online and that your cubicle-mate told you about? You call your VAR. Before you do, there’s a couple of things you should do. First and foremost, make sure you’re calm. Calling up and yelling at an AE isn’t going to solve your problems. Believe it or not, AEs are actual people with feelings and everything. Also, they aren’t the ones who wrote the code so they’re about as at fault as you think you are.

If you’re experiencing repeatable crashes, document the problem. Thoroughly. Be specific, too. The more specific, the better. Don’t assume that someone else has had the issue, either. When you experience repeatable crashes, it’s important to be proactive so the issue can be fixed. Use SolidWorks Rx, or pack ‘n go, to send all pertinent files. Write up the issue using clear and concise language. “Thingie”, “doo-hicky” or “whatchamalcallit” may be a little too much for technical people.

It’s your computer, it’s your responsibility to know what’s up with it. Keep track of changes to it; new software or hardware, driver updates, IT screwing around with whatever. Keep an “issues” log to track things. Details of crashes, communications with your VAR, any SPRs that were opened.

Are you a ‘Techie’? Did you hack your graphics card? Overclock your CPU? Maybe you recently had it opened up to get rid of the dust bunnies? Make sure your cards and memory are seated properly.

When you decide to contact your local AE, remember that they are there to help, and most of them actually want to help. To the best of my knowledge, there are no AEs named ‘dipwad’, ‘hey you’ or ‘chump’. Develop a professional relationship with the AEs at your VAR.  Believe me, it’ll go a long way towards expediting issues when you call in. Be sure to research the problem a little as well. Having an AE tell you “Uh…no, you can’t ’save-as’ as an older file” does little for your reputation.

Some hints for getting good support:

• Know your system

  • CPU model and speed
  • Installed RAM
  • Operating system
  • Video card and driver version
  • SolidWorks version and service pack

Don’t over-extend yourself

  • Technical support is NOT meant to replace training
  • Use the on-line help files

There are plenty of resources out there for all SolidWorks users. The SolidWorks website has information regarding hardware requirements and video card recommendations, as well as FAQs, installation guides and best practices. On the right side of my blog are links to other bloggers, SWUGN (SolidWorks User Group Network) and various SolidWorks forums.  Don’t be afraid to get info from multiple sources, sometimes it’s the only way to get the answer to your particular question.

Thanks to Richard Doyle and Matt Lombard for providing the foundation for the info in this series/presentation.

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June 9, 2009 · Posted in SolidWorks Community, SolidWorks Tips  
　　　　

Comments

  • Jonathon
    Hi, It seems like there has been a bit of conjectour here so I dont want stir the pot any more, just want to list my problems and see if anyone can help.

    Been using Solidworks 07-09 and PDM Works, Solidworks crashes atleast 5 times a day one me, sometimes even more!?! The assmeblies I am working are relatively small and simple. When I use the vault to just try and open PDF's etc SW explorer also crashes often. I was having graphics (on dwg's) related crashes so I upgraded graphics card, now that issue is resolved.

    These other issues i cant RX, as most times the file doesnt even open and they are so sporatic its not funny!! I have called the Australian SW support several times and all they say is that its because I'm not on the latest Service Pack.

    Any help?
  • JeffMirisola
    Jonathan,
    Which version of SolidWorks are you on now, or are you using all three? Does it happen across multiple files? What are you system specs? I do know there was some sort of a *.dll issue between SolidWorks, PDM and XP, though I'm not sure what it was exactly. I know because I dealt with the same sort of issues last year.
    As for Rx, you should still be able to use it to capture what happened during your last session without having to open up any files. It'll still create a zip file with data that the guys at SolidWorks can decipher.
    If you VAR is as unhelpful as you say, send me an email and we'll take this offline.

    Jeff
  • Jeff,
    You have made some great points here; both on the technical end of things and with regard to AE's. I can see how your background has contributed to your clear understanding of both the user experience and the support end of things. This is a good series of posts that all SolidWorks users should be exposed to. I look forward to future articles!
  • JeffMirisola
    Brandon,
    Thanks for the great comment, it's much appreciated!

    Jeff
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