Hi Everyone,

We actively work to extend and improve the information in the SOLIDWORKS Knowledge Base. We publish about 100 new solutions each month, and we are on track this year to review and refresh more than 5000 old solutions. A KB search might quickly answer a question or help you solve a problem.

 

We want feedback about your KB search experience. Do you routinely search the KB when you need answers? If not, why? How can we make your KB experience better? Do you have an idea for a topic that you can't find any information about? Is a solution helpful? Let us know!  Here's how:

 

  • Each time you review a KB solution, fill out and submit the Search Feedback form that appears at the left of the solution. We review all of your submissions, and you would be surprised how few we receive. If you want a direct response from the KB team, please include your email address in the comments.

 

Thanks for sharing your passion and expertise in the forums! Don't forget to submit feedback!

 

-Steve Holland


Categories: General

Comments
Last comment By: Jim Steinmeyer   Tue, 14 Nov 2017 20:19:01 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I didn't really use the KB until I worked for a VAR, and then I used it DAILY!

Old habits die hard, I left the VAR over 6 1/2 years ago, and I still hit the KB pretty hard.

(Although I have noticed that now I head toward the forums before going to the KB - I think it has a tendency to have more "comedic" responses to issues - sometimes when you are frustrated, a good laugh can go a long way.)

todd

By: Todd Blacksher  Thu, 18 May 2017 21:09:20 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve,

I also rarely go to the KB and turn here instead. My experience has been then if I am able to find a link that somehow pertains to the subject it fits the definition of an engineer in that it gives very detailed information but leaves me with no more knowledge or ability to solve what I asked about in the first place. Usually if I knew what helps the KB referred to I wouldn't have the question in the first place. I made a search a couple of days ago that I was going to copy the KB answer for a situation just like this but neglected to get it done and now can't remember what I was searching for. I will copy one for you next time I use the KB because I rarely understand what is said without coming here for help.

By: Jim Steinmeyer  Thu, 18 May 2017 21:10:51 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

We do Try.

By: Jim Steinmeyer  Thu, 18 May 2017 21:11:26 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Matt Gjertson,

I too would like to see some features added.  But as John Stoltzfus points out, ONE and TWO are much more important than adding new functionality.  I would really like to see Dassault make a lock on features and focus on fixing bugs and stabilizing the software.  It is apparent that is what their customers want most and it appears that they may be taking this more seriously as evidenced by SP3 having something like 37 crash fixes.  But as seen detailed by John and others, people are having real trouble with Solidworks 2017 SP3, still.

By: Matt Peneguy  Thu, 18 May 2017 21:34:56 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

@Dan_Pihlaja,

You make some good points.  For one I think I am "voting" for an SPR when I click:

Is this the correct way to "vote"?

Also, I think you are onto a good idea regarding SPR's related to stability and bug fixes being listed somewhere.  Maybe Rick Becker 's original ONE and TWO posting could be edited to contain all of the SPR's?  That way they are all in one place and we could vote on them.  Would this help Dassault to identify what they need to work on?

By: Matt Peneguy  Thu, 18 May 2017 21:47:04 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Knowledge Base, It's an alien word to student and SW instructor/professor,

 

     Why not make it available to student and professor/instructor with SW student license. So many solidworks with commercial license do not know SW KB because in school they never encounter it.

By: Jaja Jojo  Thu, 18 May 2017 23:30:39 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Maybe I need to start using it.

 

Often after having spent 15min getting info/examples/RX stuff off to my VAR I receive the old "That is a known bug. We will add you to the list" etc etc. Will checking the KB have saved me this trouble?

By: Fraser Port  Thu, 18 May 2017 23:36:23 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve Holland or Steve Holland

 

One thing I like about Siebel's search engine is its accuracy. In 90% of the cases I find the solution or the SPR I wanted in seconds.

 

Please do not replace it with a Google-like search engine. I know many blogs which did that and now I cannot find anything relevant on them.

By: Alin Vargatu  Fri, 19 May 2017 01:09:01 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve, here are my random thoughts and experiences. There are some questions below, but they are rhetorical (no need to answer)

 

I frequently use the KB... not sure that's a good thing though.... just means there's a lot of issues.

 

If I can't figure it out on my own, I tend to google search or search the forums. If I cannot find it there, I will try the KB... if that fails, I call my VAR. The thing that gets me is once I call my VAR, they go search the KB and tell me exactly what I already know... not a lot of Value added that way.

 

I wish the forum or the KB had a specific spot for users to post solutions to problems. I keep a Microsoft OneNote book with all my notes of issues, error messages, etc. and solutions to them.  I hate the idea of creating a forum post, stating a problem and then immediately posting the solution, something seems odd or conceded about that (this could just be me ).

 

As for the feedback menu for each KB item...I believe I've used it a dozen or so times in 10 years. Due to the slow responses on those items, I deemed it not worth my time. When I did get a response, most of the time it said it was solved or fixed YEARS later or that the status was simply changed to "closed".  The feedback loop on the KB is very impersonal.

 

I will second the feedback on the lack of "good" searching / filtering options. The filters shown are not relevant and it gives me an option to search all 100... yes, 100 filters. Why put null or outdated product filters on the top? Allow searching of a product date (year) range. The sort filter of the results doesn't appear to work right. If I select Newest to Oldest, it puts very old KBs at the top of the results. I understand it is sorting by last date changed, but that is rarely what I need. Allow showing more than 10 results at a time. Why have the "IN" field... the solidworks.com results are garbage. Take a vague term like "vault" and search "solidworks.com"... all I get is "Partners". Why doesn't search solidworks.com include forum results?

 

 

filters.jpgvaultsearch.jpg

 

Upgrade the KB to have HTML results with pictures and styling like the forum. The run-on text doesn't always cut it. I do appreciate the attachments and PDF instructions! Allow bookmarking and favorites. Allow users to provide feedback on the KB solution... there is a comment box, but that appears to want feedback on how the searching process  went, not the actual solution.

 

Hope this helps.

By: Greg Rupp  Fri, 19 May 2017 02:23:06 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve, SOLIDWORKS Knowledge Base is my first place to look for an issues followed by the forums. Most of the time it works but there are some time when some SPR won't show up there even the number has been mentioned in the forums somewhere or in other related SPRs.

 

Here are few improvements I think can be done:

 

1. When the SPR is finally generated, have a technical person review it and update the description with more details rather than vague lines like "can not open this file", "check this file", etc. This would help improving the search and much better results can be obtained by the user.

 

2. Improve search function. For e.g. search doesn't find anything with SPR 659327 but with only 659327 it finds the SPR

 

 

3. There are certain SPR which are duplicate and refer to other SPRs. For those SPRs, there should be hyperlink to the other SPR so that user can go directly to that SPR instead of redoing the search. For e.g. in the picture below, user should be able to click on SPR 234569 and KB should open that SPR page.

4. Have all duplicate/same SPR clubbed under one SPR. The SPR number should be the most appropriate one while other should be mentioned in the SPR descriptions OR a different field.

By: Deepak Gupta  Fri, 19 May 2017 06:19:01 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Oh don't get me wrong, I agree wholeheartedly.  As Dennis Dohogne mentioned below, the KB and the ER systems are both rather convoluted, and I tend to kind of mix up what's what.  Regardless, I just checked and I have 20 SPRs over the past five years.  Of those 20, 14 are still open including a few that result in incorrect geometry (to me, that's critical).  To give an example, I have an email from my VAR from November 2014 informing me that SolidWorks confirmed an issue I was having and that SPR# 837334 was created for it.  It's still open today, but I also just realized that it's worded incorrectly (says it's file specific, but it's not).  This bug/issue is a huge one for me, and I've watched it go unfixed for two and a half years now.

 

Most of my issues are related to sheet metal, as that's really all I've dealt with for about 15 years.  Because of that, I don't always experience the majority of the bugs reported by others and have been pretty satisfied with all my installations up to and including 2017 SP3.  My frustrations are pretty equally split between having a few critical bugs not be fixed and the lack of a few key features that should have been added long ago.

By: Matt Gjertson  Fri, 19 May 2017 13:07:06 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Alin Vargatu wrote:

 

 

 

 

Dan, rest assured that VARs cannot create SPRs. Doesn't matter how sloppy we are, we cannot generate SPRs, only SRs.

SPRs are generated by the SOLIDWORKS Tech Support.

I didn't know that.  I guess she (my VAR) told me that, but it didn't register.

By: Dan Pihlaja  Fri, 19 May 2017 13:16:09 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Without reading through the whole thread, I'd like to answer the original question.

NO.

I go to the forums first, then try to figure out the problem, then my var, and lastly portal. Searching through the portal to see if a problem we experience is already being addressed is difficult. Also, Unless I know the # I'm looking for, and even then the query yields results that could be clearer. If I type SPR 8675309, SPR8675309, or 8675309 it would be nice to get the same results or any results.

 

Anytime I click on some of the links in the portal the website forgets that I am logged in. This is junk.

 

On and off topic, a suggestion for the portal and upgrading which would help the non-sub users... Give them access to it. Let them upgrade to new annual release (make it at least a two year purchase - even for student edition). This would help most specifically when new release bugs break their stuff. An example, 2016 took to SP5 to be worth it. I would be very unhappy if I had to wait a whole year to get software that I paid for to work right. Another example, 2017 still has some corrupt file issues for some and graphics issues for us, and this is SP3.

By: Scott Casale  Fri, 19 May 2017 13:22:39 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Matt Gjertson,

I too have seen SPR's mangled.  When the SPR is created, do the developers get to see the original ER or SR?  I think all of that information should be accessible, not only to the developers, but to us.  That way we know what we are voting for and the developers know the real problem.

By: Matt Peneguy  Fri, 19 May 2017 13:26:36 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Alin Vargatu wrote:

 

Steve Holland or Steve Holland

 

One thing I like about Siebel's search engine is its accuracy. In 90% of the cases I find the solution or the SPR I wanted in seconds.

 

Please do not replace it with a Google-like search engine. I know many blogs which did that and now I cannot find anything relevant on them.

I didn't mean to replace the search engine that is on the site.  What I meant was, let the Google crawlers crawl through the database.  That way, when I am "googling" a problem (interesting that "googling" doesn't hit the spell checker), KB SPR's and such will also pop up in the search.

By: Dan Pihlaja  Fri, 19 May 2017 13:30:33 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve Holland , I just recently had an issue that relates to the SPRs and perhaps with the KB.  I had a critical problem with a file.  After exhausting about 8 hours of work here and on a coworker's machine I sent it to my VAR.  About that time I also searched on the forum and ended up posting the files.  Other forum members verified the problem so it wasn't peculiar to me or to our machines here.  My VAR also verified the problem on their machines, but then I got nothing from them until I started raising a stink.  One of the forum members that works for a VAR was exceedingly helpful in identifying the culprit.  My work-around was to avoid the weld features that were causing the problem.  I had to supplement the drawings with a pdf of photos and notes to communicate with a company on the other side of the world.  The guy that helped me also got an SPR number assigned.  Eventually this SPR was solved and a rare hotfix was issued for SWX2016 SP5.0.  At this point I was pestering my VAR for an SPR because I still didn't have one.  Hey, a problem marked as CRITICAL should be getting some attention!

 

Finally I got an SPR from the VAR and it was different from the one that triggered the hotfix.  I was the one to tell my VAR that there was another SPR that was associated with this problem, though it was not associated with my name, and that it had been solved with a hotfix.  I pressed them to push the tech support guys at corporate to look into it.  The next day I got an e-mail saying my SPR had been closed.  My VAR has a ways to go to earn back my trust, by the way.

 

So, Steve, here is the problem that is exposed by this.  SPR's are not adequately looked at to determine their similarity to others.  As a result you have many disparate reports and SPR's for essentially the same issue and subsequently the issue is grossly under-reported in its frequency or severity so it doesn't get the attention it deserves.  This situation certainly isn't helped on your end by the bland and unspecific problem descriptions as Deepak points out.  Again, I really do appreciate your reaching out to the forum with your question, but you guys have a long way to go to get where I think you need to be.  Progress should be easy since the situation is so lousy.  There is a LOT of room for improvement.  In the meantime I seriously doubt I'll use the KB.  It is much too cumbersome and takes too much work to find something meaningful, plus I have access to the fantastic folks on this forum, plus I am paying a VAR for support.  I may (should) become much more insistent with the VAR.  I'll let them trudge through the KB if they want.

By: Dennis Dohogne  Fri, 19 May 2017 15:03:21 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

It's possible, @Fraser Port. There are about 35000 active solutions in the KB. However, there are countless more environmental variations that make each situation unique. It's a good "first step" when troubleshooting issues. In some cases, it will help prevent lost production time and the associated angst.

By: Steve Holland  Fri, 19 May 2017 15:46:44 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Thanks Greg. We are, of course, very aware of the filtering "limitations" that you mention and have initiatives in process to correct and improve that functionality. We feel your pain and are working to alleviate it. Thanks so much for your feedback.

By: Steve Holland  Fri, 19 May 2017 15:50:16 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Awesome feedback, Deepak. Good stuff. Thank you!

By: Steve Holland  Fri, 19 May 2017 15:51:11 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Thanks Scott. I was not aware that clicking a link in the portal results in loss of your log in.

By: Steve Holland  Fri, 19 May 2017 15:53:38 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I very much appreciate the feedback Dennis!

By: Steve Holland  Fri, 19 May 2017 15:55:13 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Thank you everyone for sharing your thoughts, frustrations, and feedback with regard to the KB and search experience. The KB Content team is small, but committed to making incremental changes that make your jobs easier. The next time (and every time) you search the Knowledge Base, please be sure to leave Search Feedback.

By: Steve Holland  Fri, 19 May 2017 15:59:49 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I can only speak for myself, though I'd venture to guess many feel exactly the same, but once an SPR is created in the KB, I hear nothing of it unless it's solved.  There is no indication that it's being worked on, ignored, or whatever else.  People like the forum because you can clearly see active discussion of problems, and add to discussions without having to jump through hoops like voting for (or even just finding) poorly worded SPRs or pestering our VARs to keep the ball rolling.  All this while we are at work, on the clock.

 

So what is the possibility of blending the two?  Letting users discuss specific SPRs in the KB, similar to something like Google Product Forums, seems like a good way for us to not only see the issues in the KB, but to also get some ongoing feedback so we know what's being worked on or not.  Just like you want our feedback on the bugs and issues, we want your feedback that we know the ones we point out are actively being worked on.  I certainly do not feel confident that it's always the case.

By: Matt Gjertson  Fri, 19 May 2017 16:04:05 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Matt Gjertson wrote:

Just like you want our feedback on the bugs and issues, we want your feedback that we know the ones we point out are actively being worked on. I certainly do not feel confident that it's always the case.

What Matt said!!!!!!!!!!!!!!!

By: Dennis Dohogne  Fri, 19 May 2017 16:07:59 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Here is the message I received this morning when I went to look up something in the KB -

It wouldn't be bad, but . . .

Our subscription is good through the end of July, and I'm already being blocked out of the Subscription Services.

 

I'm going to check with my VAR, but I thought I would share this here to see if anyone else has run into something similar.

todd

By: Todd Blacksher  Wed, 07 Jun 2017 12:19:36 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Matt Gjertson wrote:

........we want your feedback that we know the ones we point out are actively being worked on. I certainly do not feel confident that it's always the case.

 

Don't hold your breath

By: John Stoltzfus  Wed, 07 Jun 2017 12:24:25 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Ooops !!!!!

By: Dave Bear  Wed, 07 Jun 2017 12:24:44 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Gotta be a hiccup - I know that there are times that I have troubles "calendaring".

It happens, and the VAR is already looking into it.

On a good note, I can always access the forums!

By: Todd Blacksher  Wed, 07 Jun 2017 12:29:37 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Possibly one of the biggest obstacles that are directly related to the KB is the way items are filed/sorted and the way I see it, most possibly there are multiples KB of the same thing, people word things differently and then all of a sudden you have 10 different KB's wanting the same thing but said 10 different ways.  I would suggest a major revamp of the entire KB numbering scheme, which should be developed similar to the SIC code, this would force the original filer to select the right general code, and the correct sub-codes. Anyone looking at the number and the code list should easily be able to figure out exactly what the KB is all about.

 

That way a KB tag would tell us right off by looking at the code that the KB designation is in (General Code) Drawings - (Sub-Code) Dimensions, (Sub-Code) Leader Length etc....

 

So basically take the help file  

 

These would be General Codes

 

 

and these would be the Sub-Codes...etc

 

By: John Stoltzfus  Wed, 07 Jun 2017 12:50:27 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I know this request is for the Knowledge Base and not the Help Files but here is an example of why I so seldom use either one.

     I was searching to learn how I can use the Design Library to drop tubing profiles into models so I searched the help tool. There is a lot here about how I can navigate and add files to the Library, BUT from this can someone tell me WHAT I would even use the Library for? Let alone how.

 

Capture.PNG

By: Jim Steinmeyer  Wed, 07 Jun 2017 13:39:18 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

My company is no longer on subscription because management doesn't want to spend $$ to get new features we may not even use and still have problems with what we do use.

Without subscription I can not even see issues that we have are fixed or have even been raised.

I can understand that SWX is using this (full KB access) as another item that subscription would offer me - and I could see their point in that, But:I can not even see all the issues or fixes.

I am off subscription.  One of the reasons is because my company does not see the value of going back on to get upgrades or fixing existing problems if there is no indication that these are fixed or improved.

Not being able to at least read and get updates on the KB means that we never know the features that we have problems with are corrected so why invest thousands of dollars and have the same problems.  The only reason to upgrade is for new features or performance enhancements - but will those outweigh the existing problems? Nothing in the last few years has enough "Known improvement " for us to justify the expense.

If we could see the KB solutions it would at least give us that information.

To be honest, I rarely even used the KB when I was on sub. because it was hard to find and navigate through the issues.

By: Rick McDonald  Wed, 07 Jun 2017 14:50:22 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Interesting and good idea, John. Thank you. We look for, and are aware of opportunities to improve your experience with the KB. We're working on them, and we are listening.

By: Steve Holland  Wed, 07 Jun 2017 15:01:45 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Rick McDonald, so your company refuses to be held hostage by the ransomware that SWX has become.  Good for you!

 

It is unconscionable that once your subscription ends you can no longer get service packs for the perpetual license you own!!  Even if your subscription expires immediately after you are authorized to download the most recent version a person should be entitled to all service packs ever issued for that version.  Period!  Anything less clearly puts a person at the mercy of the ransom being extorted.  "You must continue with subscription to get a solution to the bugs we caused you." is such utter BS (or udder BS for a little pun).  It is nothing less than extortion.

 

SWX really upped their game in this arena with SWX2017!!  They should get a software of the year award from the Organization of Global Extortionists for this year's entry.

By: Dennis Dohogne  Wed, 07 Jun 2017 15:22:33 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Let me know when you want to contract my services - SW won't be disappointed

 

The posts here are just a very small sampling of all the SW users, in fact the audience here is so small it wouldn't even register on the Richter scale in comparison... But the responses or most of the responses are complaining about trying to wade thru the swamp in a fog, searching, but no luck in trying to find our way through information overload...

 

It is very easy to make things complicated,  but it's hard trying to simplify a system..

By: John Stoltzfus  Wed, 07 Jun 2017 15:16:45 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve Holland, the proof is in the pudding.  If you want to prove to us that real changes are happening then we need to see it.

 

We have been burned, spurned and jaded.  I sincerely hope you guys are making HUGE changes there, but unless we see them they ain't happening.  SHOW US the changes!!  SHOW US the results!!  After all, with our subscription fees we've already shown you the money.

By: Dennis Dohogne  Wed, 07 Jun 2017 15:28:19 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Allow me to add my voice to Scott's complaint, the repeated log in requirements are very obnoxious.

By: Walter Fetsch  Wed, 07 Jun 2017 16:45:59 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I agree wholeheartedly.  I'm on 2017 because I'm working for a startup, which just started building machines.  Prior to that, I had been on SW2007 since 2007 because I refused the upgrades even though my employer would have been happy to buy them.

By: Walter Fetsch  Wed, 07 Jun 2017 16:49:17 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I've already answered in this thread, but I'm answering again.New to today. When I try to search in the portal, search the knowledge base it immediately losses the fact that I was logged in.

I specify the knowledge base:

 

Why would any of us expect it to work right?

By: Scott Casale  Wed, 07 Jun 2017 18:34:33 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Guys,

I feel bad about hijacking the thread, I'm going to delete my posts, and I will get everything moved into Tips & Tricks as soon as I clean it all up.

The attachment is just a pdf of the posts just in case you wanted to look back at it.

Sorry about that,

todd

By: Todd Blacksher  Wed, 07 Jun 2017 18:44:01 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

No Issues Todd - it happens quite often, that this post and your info is too good to get muddled together, most times it's just something stupid anyhow but this time it was different, I was right in the middle of it myself, glad you deleted them..

By: John Stoltzfus  Wed, 07 Jun 2017 18:48:26 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I have seen this often as well - Mostly going from the forum to My support or other SW areas.

I think there are other areas within the portal, when you change that will do this as well - I think when I went to see the certification testing and training area you need to log in a couple times.

I seem to remember (years ago) seeing something about it working in IE and not Chrome but I saw it fail in both.

By: Rick McDonald  Wed, 07 Jun 2017 19:07:31 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I would add my count to needing to login way too many times every time I go from one area to another.

By: Jim Steinmeyer  Wed, 07 Jun 2017 19:09:59 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Scott Casale wrote:

 

When I try to search in the portal, search the knowledge base it immediately losses the fact that I was logged in.

Why would any of us expect it to work right?

Bingo!!

 

The funny thing about this is that DSS/SWX wants us to have one place to go for all our needs, the MySolidWorks.com  (notice they spell SolidWorks with a capital S and W, not all caps as they have been calling the product for a couple of years now).  If they really wanted this to work as THE source for our needs then it should be only one login required.  They can already associate our login with certain areas we can access so this multiple re-entry of the login is stupid and insulting on top of being inconvenient and annoying.  It hardly encourages us to use the system, whether it be the Knowledge Base or the Enhancement Request system or anything else.

 

SWX, the software, is first and foremost a productivity tool.  Frankly, that is all it is.  It cannot design things.  The creative design happens by us pushing the mouse and using the software.  We are doing the designing, the problem solving, the new creations.  The whole value SWX brings to us is to make our lives easier.  I took a lot of drafting classes in high school and worked "on the board" while in college so I can easily attest to the benefit of the software making our lives easier.  "Making our lives easier" should be the mantra of everyone at DSS/SWX, and that includes the areas on the internet they want us to go to.

 

This multiple login thing is wrong.  It would be easy to get it right, but then I apparently expect too much.

By: Dennis Dohogne  Wed, 07 Jun 2017 20:10:54 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

If you start from SW home page, this is the painful sequence:

 

login 1 2017-06-07_16-18-57.jpg

login 2 2017-06-07_16-19-34.jpg

login 3 2017-06-07_16-20-30.jpg

 

And an ADDITIONAL one if you want to go to MySolidworks

login 4 my solidworks 2017-06-07_16-21-25.jpg

By: Andy Sanders  Wed, 07 Jun 2017 20:23:54 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

"If they really wanted this to work as THE source for our needs then it should be only one login required."

 

 

Remember three or four years ago when they had the big website update to unify the sites so that we'd have one login for all of the company  portals?

By: Walter Fetsch  Wed, 07 Jun 2017 20:27:49 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I missed one!

login missed.jpg

By: Andy Sanders  Wed, 07 Jun 2017 20:29:19 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Does access to the knowledge base require an additional subscription service contract when you have a service contract through a VAR?

By: Bobby Penland  Wed, 07 Jun 2017 21:08:59 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

nope, subscription service through the VAR gets you access to the KB

By: Todd Blacksher  Wed, 07 Jun 2017 21:13:37 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I use the KB as my first line of defense.  Especially when it comes to searching for anything related to a specific error message that I see.  But I also worked in the VAR channel for a time, so I'm a little conditioned on that front, I'm not sure how much I'd use it if I hadn't had that experience.

 

Obviously for ongoing development, I'm most concerned about the SPRs that I'm attached to (especially when it comes to ERs that I've put in).

 

But while I'm at it... I realize that the server used for the KB has to go through maintenance now and again, but I get pretty peeved whenever I see this message while trying to access the KB:

 

"The page you are trying to view requires an active Subscription Service contract.

Find out more information about SolidWorks Subscription Services and how to add these services."

 

(This is the second time I've seen this in about 6 months)

 

It'd be one thing if my subs had lapsed, but the Customer Portal indicates that I'm good through the end of the year, so...

By: David Mandl  Wed, 07 Jun 2017 21:55:54 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I never use the knowledgebase, but since you asked the question, I decided to give it a try.  Starting from the Solidworks website, it is very hard to locate.  Once I got there, I had to log in yet again and then the website said that I don't have a support agreement, which I do.  I'll try to behave like an adult and say that this nonsense makes me very frustrated, but please know that my level of irritation with this sort of nonsense is much higher than my words make it sound.

By: Walter Fetsch  Thu, 08 Jun 2017 00:30:14 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

This is the message that I see. It has been several hours between attempts and same message. I will try again tomorrow.

By: Bobby Penland  Thu, 08 Jun 2017 00:35:49 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I am having the same issue not being able to access the KB. We do use it on a regular basis but not today.

Dennis

By: Dennis Schallert  Thu, 08 Jun 2017 00:42:01 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Hi Steve,

I suppose by now you're regretting asking the question a little bit perhaps................

You placed the post with good intentions no doubt about that, and it's good to see that initially you welcomed the feedback. This is a double-edged sword however, we as users, never seem to get the feedback we desire from representatives like yourself, hence the heartfelt and firm reports/replies from the users in this thread.

Usually a representative comes along, creates a thread because they want to find a statistic or warrant a specific idea that may have been born in the boardroom, whereas the actual warranted ideas and true reflections of things could be gleaned from listening to the users or looking at the repetitive issues initially. Please don't take this the wrong way, but SolidWorks STILL needs to "HALT" all new idea's, concept's and future marketing ploys until they get the product that they have already sold people (and banked the money) to a stage where it satisfies the consumers level of expectation.

WE are SolidWorks biggest asset, and it is about time that we were shown some respect for the patience we have shown SolidWorks don't you think?

 

Dave.

By: Dave Bear  Thu, 08 Jun 2017 02:51:03 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Subscription till July 31st... phhbt... I do better

 

Even although till the end of the year and being logged in to the portal I still can't enter the KB.

By: Peter De Vlieger  Thu, 08 Jun 2017 07:03:16 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Looks like some maintenance at back end as I'm getting same results.

By: Deepak Gupta  Thu, 08 Jun 2017 07:07:46 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I use the Knowledge Base every now and then. More frequently this year since I became a partner and don't have a VAR anymore, but also since I finally know of its existence after ten years of using the product. I really don't consider it a knowledge base though, it's more of a fixed plus non-fixed bug list with tiny descriptions and no workaround other than to wait for the next release. How am I supposed to create a proper add-in when all potential customers have different SolidWorks versions and different bugs to work around?

 

I've encountered a few bugs since I started working with the API daily and reported most of them. Usually they were already filed by someone else but I didn't find it when searching the KB. The lack of info available really bother me, it usually is half a sentence so I think "could this be the same problem I'm having?" Sometimes I even think that after I have been added to the SPR. And since there is no 'filed' date or 'fixed' date, the issue could be two weeks or 11 years old. Sometimes it mentions a service pack, but oftentimes it just says "none none"

 

While we're on the topic, regarding the contact with customer service. It always feels so incredibly dry and impersonal, just like the official Twitter account. Feels like we're talking to machines. Also, I filed a report last week and didn't even receive a response. I just noted that an existing SPR (why not "bug" by the way, that would make it sound more honest already) was added to my list. I even went through the trouble to make a test part and a test macro. You're welcome.

By: Peter Brinkhuis  Thu, 08 Jun 2017 07:38:43 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

It seems as though a number of people are experiencing this issue of not being able to log in to the KB, even though their subscription is current.  Send an email to customerportalhelp@solidworks.com to let them know about it.

todd

By: Todd Blacksher  Thu, 08 Jun 2017 11:18:31 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve Holland,

Actually, I'd take it a step further.  Rather than have John Stoltzfus provide contract services, I'd nominate him or one of the other guys on the forums to be CEO... Then maybe ONE and TWO  would be taken more seriously... 

Actually, some people on here have some very good points about organizing and searching the KB.  I wonder if there would be a way to link the KB to the forums or, at the least make it easier to link to KB items.  That way us users could prioritize them better.

By: Matt Peneguy  Thu, 08 Jun 2017 13:04:19 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve, I'm not sure how much I actually use the "Knowledge Base" for answers. To be honest it's just one of the many check boxes that are turned on in the help/search drop down. I believe that 9 times out of 10 my problems are resolved through the Dassault Systemes SW Help page but I can't be 100% on that. Honestly, I just click whatever link pops up that look like the direction I'm looking to go if that makes sense.

 

By: John Pesaturo  Thu, 08 Jun 2017 13:12:27 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I must say, having gone through this thread and even though there are problems with using the KB posted, I am now looking to the KB more than I have in the past. The post above by John Pesaturo is a great help to do the search. I have just set my help tab to search MY Solid-Doesnt-Works rather than just the SW Help and that should be a big plus. Now I will just have to log into the KB second thing every morning as I log into the forum first thing.

By: Jim Steinmeyer  Thu, 08 Jun 2017 13:37:16 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

LMAO...

By: Dave Bear  Thu, 08 Jun 2017 13:41:17 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Walter Fetsch has a very good point...  How do I get to the KB from the forums?

Once you are in the forums, you are only in the forums and have no link to the KB or even back to the main web page.  Everything is walled off and I have to open a new window then login again (sometimes 3 times) to get to the KB.  My free yahoo mail account keeps me logged in for probably months and I can get to the main yahoo page, if I ever wanted to...

By: Matt Peneguy  Thu, 08 Jun 2017 13:58:26 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

The current policy has always bothered me as well. In my experience, a new user is more likely to trigger a bug because they sometimes do things in ways that a more experienced user wouldn't do.  Not necessarily a wrong method, but just non-typical.

 

I would think it would be better for the student to be able to find a solution, rather than concluding, "This software is not reliable". They would also be getting trained on how to hunt for solutions, rather than automatically seeking help from another human being.

 

-Joe

By: Joseph Dunfee  Thu, 08 Jun 2017 13:59:21 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Joseph Dunfee wrote:

 

I would think it would be better for the student to be able to find a solution, rather than concluding, "This software is not reliable". They would also be getting trained on how to hunt for solutions, rather than automatically seeking help from another human being.

 

-Joe

Well Said !

By: John Stoltzfus  Thu, 08 Jun 2017 14:00:42 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

1.5 THUMBS UP!

By: Scott Casale  Thu, 08 Jun 2017 14:04:58 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Customer Portal Help was able to help resolve my issue!

In my case it was a matter of email addresses getting crossed, I use a gmail address for logging in, and it didn't match my work email address used elsewhere.

(Still not sure why it worked before, then stopped working, but it is back and functioning!)

todd

By: Todd Blacksher  Thu, 08 Jun 2017 14:33:34 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I have access to the knowledge base today. It appears to have been server maintenance. An announcement may have saved some confusion.

By: Bobby Penland  Thu, 08 Jun 2017 15:51:35 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Seems it should be simple enough - I got this message when I went to my printers website to look at the manual.

Seems SWX only does it sometimes - I have seen it before on some SWX pages - but more often just have a failure to connect or get access.

By: Rick McDonald  Thu, 08 Jun 2017 16:28:26 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Thank you, Dave Bear

I have no regrets for starting this discussion and take no offense to any of the feedback on this page. To the contrary, I welcome all of it. The role that I serve at SolidWorks is a relatively new one created specifically to facilitate enhancements and improvements to the product support content and the KB user experience. Call me the "KB Content" guy. I touch ALL new KB content to help assure value and quality, and as a part of my mission to effect positive improvements, I will from time to time post to this forum to share information and solicit feedback. You can all rest assured that my take-away from the responses to this thread will end up in the hands of company representatives who can take actions where and when possible. I cannot and would not promise overnight (or even fast) results to anything, but I can promise my advocacy of actions to correct and improve shortcomings in the KB content and experience that help to satisfy our customers.

-Steve

By: Steve Holland  Thu, 08 Jun 2017 17:08:20 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Awesome Steve - all we would ask for is to "Not Over Think" the process, as Roland Schwarz would say "Think inside the box" really find out what makes it rock and roll and then just repeat it...

 

"Simple is Harder, Simple is Better"

By: John Stoltzfus  Thu, 08 Jun 2017 17:20:50 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Dave Bear,

As evidenced by all of your the likes on your post, you have definitely made a very good point (I wish I could have given your post more than 1 like).

I have thought about this for a little while, and what Steve Holland has been tasked with could be turned into a means to make SolidWorks more stable.  We see all of the complaints about stability and crashes in SW all over these forums, however the KB is completely separate and managed differently, requiring a subscription for one.  If we could combine and link the two together the most important things to the most users could quickly become priorities.  Currently, that would be stability and crashes because the users would be driving the change.

By: Matt Peneguy  Thu, 08 Jun 2017 17:45:28 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Hi Steve,

Thank you for the reply!

I trust that my words were taken in the context of a passionate user as I sure all users comments in this thread are. I guess I (we) just want to know that as customers and tried and tested advocates of the product, that we are being heard by those that count. There is volumes to be had by way of mutual two-way communication that has not always been forthcoming and therefore we sometimes just get the feeling that we don't really count now that we've departed with our money.

 

Hopefully we can see a way to break down the walls between the "us" and "them" mentality if you know what I mean and have more of an open dialogue between user and representative.

 

Best regards,

Dave.

By: Dave Bear  Fri, 09 Jun 2017 03:16:56 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Given the amount of replies to this thread:

Hype your Enhancement Request

 

I think that enhancement requests may be something that is way under utilized.  I sure am guilty of it.

 

Is there a comprehensive guide on how to walk through the knowledge base and how to fully utilize it?

 

If not, then I would like to add an enhancement request to add such a thing.

By: Dan Pihlaja  Wed, 21 Jun 2017 15:47:17 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

There should be a way to report how much money a bug has cost the user.  That is the real measure of the severity of a problem. Though, sometimes there is a "frustration factor" that can cause some problems to be bigger than just the time they waste.

 

-Joe

By: Joseph Dunfee  Wed, 21 Jun 2017 18:30:14 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Of course it never hurts to have the portal easier to get to.

 

I must be one of those Deplorables - even while logged into the customer portal I am not welcome.

Capture.PNG

By: Jim Steinmeyer  Wed, 21 Jun 2017 18:56:53 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I'll second that!  Use indicators that more accurately and unambiguously describe the situation: Open, Active, Inactive (or dormant), Closed, Corrected, Implemented, etc.  Obviously the current combination of  "Closed (inactive)" is confusing.  Open/Active would be a valid combination as would Closed/Implemented (I guess you could also have Closed/Not Implemented).  Here the slash inherently means "and". 

By: Dennis Dohogne  Tue, 19 Sep 2017 21:03:41 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve Holland,

I was just reading a post over at If you use the Measure Tool.. how do you use it? and it was revealed to me that you can vote on a closed KB case.  That is not at all obvious to either me or Dennis Dohogne and probably others.

Would it be possible to add an "inactive" case or something similar for SPRs that sit for a period of time with no votes, instead of closing them?  "Closed" should represent a case that has been either resolved or determined that it either is not solvable or desirable to add to the software.  I'm not saying a closed case couldn't be reopened, but I think you get the point.

Edit to add:  I was informed that SPRs are labeled "Closed(inactive)".  But, my point is still the same.  To me that would mean at a minimum, I'd have to contact the VAR for action on the issue.  It would be better to just title it "Inactive".

By: Matt Peneguy  Tue, 19 Sep 2017 20:55:48 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Matt Peneguy wrote:

 

Steve Holland,

I was just reading a post over at If you use the Measure Tool.. how do you use it? and it was revealed to me that you can vote on a closed KB case. That is not at all obvious to either me or Dennis Dohogne and probably others.

Would it be possible to add an "inactive" case or something similar for SPRs that sit for a period of time with no votes, instead of closing them? "Closed" should represent a case that has been either resolved or determined that it either is not solvable or desirable to add to the software. I'm not saying a closed case couldn't be reopened, but I think you get the point.

And just for full details, tthe SPR in question (477775) is actually listed as "Closed (Inactive)" and the option to vote for it (notify me) is there. However, it misleadingly says "Fixed in 2013 SP05" so it is very confusing. Perhaps the right approach to have it listed as "Inactive" and not list a fixed version at all since it isn't actually fixed.

 

Matt, can you confirm that if a user does ask to be notified about an inactive SPR, it becomes active again since it has had recent activity?

 

Thanks,

Jim

By: Jim Wilkinson  Tue, 19 Sep 2017 21:10:30 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Dennis,

Thanks for taking that a step further.  I agree.

By: Matt Peneguy  Tue, 19 Sep 2017 21:49:17 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Well, I can't confirm that yet because I didn't know I could vote on inactive SPRs. But, I voted for SPR 477775 regarding the measure tool settings resetting.  I'm sure some others voted for that as well.  So, SWX may open that soon.  If I get an email, I'll let you know.

Edit to add:

Thanks for for following up on this Jim, I know this isn't even your area.  We really appreciate you SWX people on these forums straightening things out.  You guys (and gals) are always able to identify and clarify things in a single post that would take us a long while to sort out ourselves.

By: Matt Peneguy  Tue, 19 Sep 2017 21:45:25 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

KNOWLEGE BASE AND THE HELP FILE ARE such a pain to get any info out of......I find that some of the base questions that show up on this sight could be answered with a better help file, and if the knowledge base is supposed to be such a great thing....why is it not part of the help file?  I tend to go back to the training class books to get help and they are extremely out dated now.  I was told to take a look at the knowledge base by my tech guys and even back then it was like searching threw a haystack to find a needle....guess that i will have to give it another try one of these days....

      We pay for support and the more we learn the less we call on them but fewer calls to them does not mean that we get a discount on the subscription services.  Not does having certified people with solidworks that tend to be the guys that get to the problems that other people in the company have first.  The subscription service also gets us service packs that if we did not have to have a new version every year would be a less of a thing that needed to be....nothing like the daily or weekly crash party.  I did not even have a drawing of solidworks file up this morning and had a crash from moving a menu button to where i wanted it.  I used to tell everyone and anyone how great solidworks is.....now yall got me wondering.....

By: David Matula  Tue, 19 Sep 2017 22:06:17 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I search on this forum first, might be google it then contact VAR

rarely search knowledge base

By: Christian Chu  Tue, 19 Sep 2017 22:08:50 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Jim and

 

...the SPR in question (477775) is actually listed as "Closed (Inactive)" and the option to vote for it (notify me) is there. However, it misleadingly says "Fixed in 2013 SP05" so it is very confusing.....

You will understand that having an issue that is closed, which isn't really closed just dormant, and that boldly states that it was fixed years ago, but isn't really, and which nobody seemed to know one can still vote on inactive SPR's surely means that there's some serious work needed on the knowledge base in how it communicates .

 

So when one asks : "Do you routinely search the KB when you need answers? If not, why?" See above to why not. It's all good and well if the people working on it understand what it all means and how to use it but if your target audience doesn't than you can either blame them, not exactly helpful let alone customer friendly, or you can make changes so that you actual reach the people for which it's intended. Needing a decryption/translation of the newspeak used to describe the status is hardly helpful and that's even for those of us that are versed in English. Woe those who's comprehension level of English is not even up to high school level.

By: Peter De Vlieger  Wed, 20 Sep 2017 06:57:30 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Here is a perfect example of the ambiguity in the Knowledge base that I mentioned:

Shouldn't this have a little bit more description to it?   Or is there a back end that we aren't seeing that has more information?

By: Dan Pihlaja  Fri, 03 Nov 2017 13:53:02 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Dan Pihlaja wrote:

 

Here is a perfect example of the ambiguity in the Knowledge base that I mentioned:

Shouldn't this have a little bit more description to it? Or is there a back end that we aren't seeing that has more information?

Sadly I think that a lot of the information in SR/SPR comes from whatever was submitted by the end user - the less descriptive they are, the more confused we are . . .

(I don't think that the Tech Team adds much information to these, I think it is pulled straight from the Rx or the original submission.)

By: Todd Blacksher  Fri, 03 Nov 2017 15:11:40 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I'd still vote for it.

By: Scott Casale  Fri, 03 Nov 2017 17:07:28 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Here's another example:

I'm on the same page as you - poor descriptions is one of the reasons why I don't usually check the KB. If I was actually searching for this issue, I don't know if I would have found it. Even if I did find it, I wouldn't be able to tell if this was the same problem I was experiencing.

By: Austin Broeker  Fri, 03 Nov 2017 18:12:57 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

 

 

That summary reminds me of this..

 

All your base are belong to us.

By: Rick Becker  Fri, 03 Nov 2017 18:16:58 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Do those comments get appended to the original summary for future users to see?

By: Jim Steinmeyer  Fri, 03 Nov 2017 18:23:01 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Deepak Gupta wrote:

 

Dan /Austin, I agree that there are sometime badly written SRs but we can always give the feed back (on the left hand side of that SR) and add our comments there. This can help to improve them further.

Now that I know our feedback actually receives attention, I will be more diligent about giving it.

By: Austin Broeker  Fri, 03 Nov 2017 18:26:26 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Jim Steinmeyer wrote:

 

Do those comments get appended to the original summary for future users to see?

Not sure on that but the feedback/comments definitely help to improve the SPR either in terms of how it is written OR the issue for which it has been raised.

By: Deepak Gupta  Fri, 03 Nov 2017 18:43:50 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Dan /Austin, I agree that there are sometime badly written SPRs but we can always give the feed back (on the left hand side of that SPR) and add our comments there. This can help to improve them further.

 

By: Deepak Gupta  Fri, 03 Nov 2017 18:19:21 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Austin Broeker wrote:

 

Now that I know our feedback actually receives attention, I will be more diligent about giving it.

Thanks

By: Deepak Gupta  Fri, 03 Nov 2017 18:44:43 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

I've found that most of the knowledge base is hard to find and poorly written.  When I come across a problem my first response is to see if there are any threads in the forum about my difficulty.  Then if not I post a question and look and the knowledge base effectively simultaneously.

By: Arthur McRae  Fri, 03 Nov 2017 19:09:10 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

If it's a really troublesome problem that I can't fix I call our VAR and make it their problem.

By: Arthur McRae  Fri, 03 Nov 2017 19:31:55 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Well said Dennis Dohogne! I too, follow your outline almost exactly, when all else fails, I get hold of the VAR and let them dig. I generally solve my own issues, I'm pretty good at it, but I usually end-up solving other peoples' problems. I do on occasion seek SPR and KB help, sometimes I get a hit, sometimes not.

By: Edward Poole  Fri, 03 Nov 2017 19:44:03 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

My sentiments toward the Knowledge Base mirror those of most other people here. I've searched through it for issues in the past, but I've had little-to-no luck ever finding anything helpful so I stopped looking through it as much. Now, I tend to forget that it even exists until someone brings it up.

 

One reason I hesitate to use the KB is that my ability to find answers is completely dependent on how other people describe a problem (and how vaguely it's worded). In a lot of cases, I feel like this is what happened:

 

A customer finds a bug and contacts his/her VAR about it. The customer describes the problem to the VAR in detail, and the VAR - not being able to find an immediate solution - decides that an SPR needs to be filed. So they enter the SPR and give it a brief summary (just enough that if the customer were to find it he/she would be able to recognize it). Meanwhile, the rest of us are left scratching our heads, wondering "Is this the same problem I'm having, or is it a separate issue?"

 

Another reason I usually neglect the KB is that there's no feedback for us users to see. I'm glad to know that the feedback we leave is actually paid attention to, but we have no way of knowing that until something like this forum thread is posted. If I do happen to find an open SPR for a problem I'm having, I can't tell what sort of timeline to expect on if/when it might be fixed (other than "high", "medium", or "low" customer impact). It's also hard to tell if an SPR is still actively being worked on or if it fell through the cracks. Periodic updates would be helpful in this regard, just so we have some way of knowing that an issue hasn't been forgotten.

By: Austin Broeker  Fri, 03 Nov 2017 19:59:56 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Scott Casale wrote:

 

I'd still vote for it.

Heck yeah I'd vote for it!

I'm just hoping to convince people to put some thought into their submissions, so that we can find/understand them a little better.

By: Todd Blacksher  Fri, 03 Nov 2017 21:48:56 GMT
Re: When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?

Steve Holland

I have been attempting to vote for a couple of different SPRs the last couple of days. When I fill out information in the text area to add to what is in the content I get the following error message upon submitting the SPR

 

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If I close the portal without logging out the text is still in the text field the next time I open it. I just now deleted the text from my last attempt and this time the vote was accepted but of course there was no additional information to be added to your data base.

By: Jim Steinmeyer  Tue, 14 Nov 2017 20:19:01 GMT
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