Update on Migration to 3DS Support

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If you are a GEOVIA customer, you may be aware that we are now using the 3DS Support portal. On the new 3DS Support portal, users can access relevant documentation, download software updates including hotfixes, access the knowledge base, and interact with other users and GEOVIA technical staff on the Discussion Board.

Consequently, we will be discontinuing the old GEOVIA Support System on December 31, 2017. The Discussion Board will remain active. If you are already using 3DS Support and have your DS Passport login details, then please continue to do so, but if you are still using the old GEOVIA Support System, please see the below instructions.

What do I do if I am using the old support system?

You should have already received an email from 3DS Support containing your new DS Passport login details. If you have not, please email GEOVIA.Support@3ds.com or give us a call. If you have forgotten your password, please reset it here.

Once you receive your new DS Passport login, please submit all future support requests through one of the following methods:

1. Online by going to www.3ds.com/support and click on “Submit a request“.
2. Send an email to Support.NewRequest@3ds.com
3. Directly from your GEOVIA software (log a request function under Help menu), except for Whittle
4. Give us a call

Before you login for the first time, we recommend you review customer on-boarding materials or watch our webinar recording for step by step instructions.

The 3DS Support Site includes the below features. Scroll down to find out how to access them.

  • How to Download Releases
  • Knowledge Base
  • Submit a support request
  • GEOVIA Discussion Board

Should you experience any difficulties, please contact your local GEOVIA Support office or email GEOVIA.Support@3ds.com 

How to Download Releases

  1. Download new software releases and hotfixes by going to 3DS Support and selecting the Download icon.
    Click on Access your Download.
    You will be presented with the entire 3DS portfolio. Platforms, Brands, Portfolios that you do not have access to are greyed out.
    If you are a maintained customer, the button at the top, Download My Supported Software, is selected by default and is used to retrieve and download all your available software (past and present releases). You can also access Download my Orders button to view your past orders (what software you have ordered in the past).
  2. Select the GEOVIA button.  

  3. Select your Product (e.g. GEOVIA Surpac). This will take you to another page where you can select your Release from the drop down menu and any associated hotfixes under the Level drop down menu. Hotfixes are listed as HF in the Level drop down menu (e.g. Surpac 6.8.1 hotfix is listed as Surpac 6.8.1 (Refresh1) HF1.
    You will need to have Surpac 6.8.1 downloaded and installed prior to downloading the hotfix for it to work.

 

Knowledge Base

  1. Click on the download button icon to start downloading. Knowledge Base
  2. To access the Knowledge Base, go to 3DS Support and select Knowledge Base.
  3. Type a phrase, e.g. block model, into the search bar and hit enter. You may also click on the filter icon in the search bar to further filter your results by Brand, Portfolio (Product), Release/Level or Date.

Submit a Support Request

  1. Go to www.3ds.com/support/ and click “Submit a request”.
  2. You will be prompted to login with your DS passport.
  3. Once logged in, select Main Menu > New Service Request
  4. This will bring up a form. Please note the mandatory fields are:Portfolio (Enter the GEOVIA product you require support for)
    Release (Enter the release number)
    Level (Hotfix or major release – click the Search icon to lookup)
    OS (Enter your operating system)
    Urgency (Select the level of urgency of your request from the drop down menu)
    Summary of your issue
    Description of your issue
    Click Next to save your service request, which will also submit your service request to our technical support team.

 

Discussion Board

  1. Go to www.3ds.com/support/and select Communities 
  2. Select the GEOVIA Discussion Board
    Login to the GEOVIA Discussion Board with your DS Passport. You can now access the chat forum where you can download macros, post tips, troubleshooting queries and discussions with other GEOVIA users.

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Damian Baranowski

Damian Baranowski

Damian Baranowski is the Technical Customer Support Manager, GEOVIA at Dassault Systèmes. With a Master of Science in Mining Engineering, Damian has over 10 years of experience in mine planning and geology modeling across many commodities throughout Europe, Middle East, North America, Asia and Australia. He is based in Brisbane, Australia.
Damian Baranowski

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