Customers may encounter a problem where Solid Edge crashes immediately upon opening files. This issue occurs on a specific PC and has arisen spontaneously. Reinstalling Solid Edge and installing the latest update (currently Update 5) did not resolve the problem. This article provides steps to troubleshoot and resolve the crashing issue caused by a conflict with the RoboDK plugin.
Solution1. Review the Log Files:
- Examine the log files provided by the customer to verify the presence of any error messages or indications of the issue.
2. Identify the Plugin Conflict:
- Use SESysInfo to check if the third-party RoboDK plugin is installed on the affected PC.
- Confirm that the RoboDK plugin is known to be incompatible with the current version of Solid Edge (SE2024), causing the software to crash immediately.
3. Uninstall RoboDK and Solid Edge:
- Instruct the customer to uninstall the RoboDK plugin from the affected PC.
- Uninstall Solid Edge 2024 completely from the system.
4. Reboot the Workstation:
- After uninstalling RoboDK and Solid Edge, instruct the customer to restart the workstation to ensure any residual files or processes are cleared.
5. Reinstall Solid Edge:
- Guide the customer to reinstall Solid Edge 2024 on the affected PC using the installation media or download from the official Siemens website.
- Ensure that the installation process is followed correctly, including selecting the appropriate options and entering any necessary license information.
6. Engage RoboDK Support:
- Inform the customer that the crashing issue is caused by the incompatibility between the RoboDK plugin and Solid Edge 2024.
- Recommend that the customer reach out to RoboDK's support team through their contact page (https://robodk.com/contact) to report the issue and seek further assistance.
- Advise the customer to provide detailed information about the problem, including the version of Solid Edge and RoboDK being used.
7. Document the Issue:
- Encourage the customer to keep a record of the error messages, steps taken, and any relevant information for future reference or potential escalation.
Note: It is important to emphasize to the customer that the issue is not related to Solid Edge itself but rather a compatibility problem with the RoboDK plugin. Following the steps outlined above should resolve the crashing issue, but further assistance from RoboDK's support team may be required to address the plugin conflict.