ANSYS has been using Breeze to diagnose and solve installation and configuration issues for customers. Simon Cross, Ansys’ Manager – Global Installation & Licensing Support, gives the details.
ANSYS software can perform a wide range of applications in the fluid dynamics, structural mechanics and electromagnetics fields. By employing ANSYS Workbench and ANSYS EKM, ANSYS customers have access to workflow technology that allows them to explore design parameters and effectively collaborate on data. When supporting such a diverse and interconnected portfolio it is important to have tools that allow us to quickly get to the root cause of an issue.
Often, when troubleshooting a customer problem where the answer is not immediately obvious, it is vital to determine not what the problem is, but what it is not. In that way we can quickly rule out several potential causes and iteratively come to a conclusion faster.
For example we recently examined a customer problem where one of our applications would not launch. Once the customer sent us the Breeze trace, we could immediately see that it was not a dependencies issue because Breeze revealed that all the libraries were loaded correctly. Within one email communication both ANSYS, and more importantly our customer, saved time.
“We bought Breeze to help us to diagnose problems caused by missing dependencies at customer sites. These kinds of problems are easy to recognise, but time-consuming to resolve without the visibility that Breeze gives us.
“Breeze allows us to trace our applications at customer sites, making it easy to look up which libraries have been found and which ones are missing. I was impressed with what it showed us and the time it will save us in troubleshooting these sorts of issues.”
Because Breeze gives us an overview of the entire workflow it allows us to review the trace for information other than the specific question we are asking. This means the amount of times we need to go back to the customer for extra information is drastically reduced.
In addition, in the case above, we could see several other things from the customer configuration that were potential future issues . We could then pass this information to the customer to improve their overall experience with the ANSYS portfolio.