SOLIDWORKS RX tool makes it easy to communicate your problem

If you have a problem in SOLIDWORKS that you are finding very difficult to explain to your technical support team, then worry no further. Introducing the SolidWorks RX tool.

With the SOLIDWORKS RX tool you can easily and simply capture system logs and video that will show your technical support representative how issues present themselves without creating a detailed step by step description. The tool takes a snap shot of your system configuration and processes along with a screen capture AVI that records your mouse movements and workflows, allowing your technical support team to look into the issues remotely and respond in a timely manner without the need to stop you working, while they try to track down the cause of the event.

The RX can also be created if you have a SOLIDWORKS crash, as long as you create the recording before restarting the program. (This log is overwritten each time SOLIDWORKS is restarted).

The RX Tool allows other functionality, including a quick systems diagnostics; system maintenance:- a system clean up utility; and system benchmarking as well as the support recording tool.

SYSTEM DIAGNOSTICS

Safe Modes.

Screenshot of Safe Modes in SolidWorks RX
Screenshot of Safe Modes in SolidWorks RX

 

If you have a SOLIDWORKS install that either will not start or while using the software you see random events or irregular behaviour, then you can start SOLIDWORKS without including your user registry or graphics card drivers.

  1. Click here to launch SOLIDWORKS in Software openGL mode – This mode bypasses the graphics card drivers and processors allowing the CPU to temporarily process the graphics.
  2. Click here to launch SOLIDWORKS while bypassing the Tools/Options settings – This mode starts SolidWorks using the standard settings bypassing any system custom settings for this session.

 

Diagnostics

See at a glance if there are any glaring issues with graphics drivers or system memory.

Screenshot of SolidWorks RX Diagnostics
Screenshot of SolidWorks RX Diagnostics

 

The importance of this is that you can check your graphics card driver against the one SOLIDWORKS recommends, as long as you have internet access. Through this interface the latest SOLIDWORKS approved graphics drivers can be downloaded and installed.

 

System Maintenance

This utility will remove temporary SOLIDWORKS and Windows files and perform system maintenance including Checkdisk and Defragmenter.

Screenshot of SolidWorks RX System Maintenance
Screenshot of SolidWorks RX System Maintenance

 

Problem Capture

What does SOLIDWORKS RX collect?

RX can either collect the log files after a crash, or record the events leading to a crash, if they are repeatable. (Note: crash logs can only be captured prior to restarting The last session is overwritten by a new session).

Screenshot of SolidWorks RX File Associations
Screenshot of SolidWorks RX File Associations

 

Step 1. Record Video

Screenshot of SolidWorks RX Record Video
Screenshot of SolidWorks RX Record Video

 

Once the video captures the workflow or the crash occurs you will be prompted to add reference files and models if you wish.

 

Step 2. Package Files

This allows your support team to gather all the information that they may require to replicate the behaviour seen.

Screenshot of SolidWorks RX Package Files
Screenshot of SolidWorks RX Package Files

 

Files are added and the whole file set is compressed.

Screenshot of SolidWorks RX Package Complete
Screenshot of SolidWorks RX Package Complete

 

Step 3. Describe the issue

Screenshot of SolidWorks RX Describe Issue
Screenshot of SolidWorks RX Describe Issue
Screenshot of SolidWorks RX completed problem capture description
Screenshot of SolidWorks RX completed problem capture description
Screenshot of SolidWorks RX showing problem capture complete
Screenshot of SolidWorks RX showing problem capture complete

 

What is the RX .zip file number?

The zip uses the serial # and date stamp to name the zip file {0000000000000000}_{040616-071136}.zip

This was done for easy access and the fact that the temporary directory listed above is hidden by default. It resides in My Documents\SW Log Files

 

How is this file used?

  1. Open the zip with the RX viewer and review the problem.
  2. View the video (sldrx.wmv) to get a better idea of what happened, if necessary
  3. Can the problem be re-produced with the files provided?
  4. Environmental
      System information
      Diagnostics report
      Registry files
  5. What happened
      Video
      Performance log
      Journal file
      File access log
      Windows Event logs

 

Add-ins
Performance Benchmark Test

Screenshot of SolidWorks RX Performance Benchmark Test
Screenshot of SolidWorks RX Performance Benchmark Test

 

This allows you to test the PC performance against similar systems.

As you can see SOLIDWORKS RX is a powerful utility for both you and your SolidWorks support representative. Usually sending an email with this file is all the support engineer needs to be able to start to investigate the issue.

For more information on SOLIDWORKS RX please refer to https://forum.solidworks.com/docs/DOC-1207

NT CADCAM
NT CADCAM is the UK's most established SOLIDWORKS reseller in England, Scotland and Wales. Offering a fully supported CAD and CAM product portfolio and high levels of expertise internally, makes NT CADCAM unique within the SOLIDWORKS community, giving customers the confidence and assurance they need that their support issues will be dealt with both promptly and efficiently. As a SOLIDWORKS Certified Training Centre, NT CADCAM provides clients with fully certified and accredited trainers who are experienced engineers. NT CADCAM is part of the Solid Solutions Group.
NT CADCAM