If I have an active service contract with a VAR and access to the customer portal then do I have to purchase an additional 'subscription service' to access the knowledge base?
If I have an active service contract with a VAR and access to the customer portal then do I have to purchase an additional 'subscription service' to access the knowledge base?
Unless your VAR has some different service contract that is not part of the SolidWorks Subscription Service you should be covered. You might want to check with Steve Holland just to be sure. He is the Man With the plan!
Thanks Jim,
I am not sure. I have noticed that my VAR is no longer listed at the bottom of the Customer Portal page even though my subscription contract is shown as valid.
Generally, if you haven't already done so, you will need to create an account to access the customer portal which contains the knowledge base. You will need your license number
Thanks Randal,
I do have access to the customer portal.I have been trying to access the knowledge base through the customer portal.
Mine's not working either.
I know have access to the Knowledge Base. It must have been server maintenance. An announcement could have saved a lot of confusion.
Knowledge Base is up and running (just checked). So please give it a try.
Hi Bobby,
Information that has arisen in another recent post would suggest that others with active subscriptions are also having trouble gaining access to the Knowledge Base. In some cases, they are being told (via Knowledge Base) that their subscriptions have expired when in fact they have not. I am not sure if a report has been lodged for this or not...........
Dave.
*** EDIT *** Thought I'd add the link to the other thread for you! When you experience an issue with the SOLIDWORKS software, do you search the Knowledge Base for an answer?
Simple answer is Yes. You may try registering your products to get access or unlock the locks (in case you seeing them on customer portal) OR talk to your VAR to get that fixed.
I believe that Deepak Gupta hit on it - there are some parts that you cannot access until you go in and "register your product"
It only takes a second and your serial number,
Todd
I was unable to get in too even though we are on subscription. Did not know that I had to "register my product" to gain access. Now I have access. Thanks Deepak Gupta and Todd Blacksher !!
Would of been nice to get a notification somewhere that it was necessary to do so.
I think VAR does that OR the registration is automatically done (not sure about this process) but from past experience I know that registering the product yourself helps in resolving these kinds of issues.
Not sure of the process either. I've been a registered SW user for many years and have always had access to the KB. It was bizarre to all of a sudden not have access to it. I guess they behave the same way our IT dept here does, change it and not tell anybody. Then after many hours find out that someone behind the scenes changed one little thing....
I was able to get back in this morning as well, if you run into any further issues, contact customerportalhelp@solidworks.com
todd
Unless your VAR has some different service contract that is not part of the SolidWorks Subscription Service you should be covered. You might want to check with Steve Holland just to be sure. He is the Man With the plan!