Customer Success

Is this a common problem< i go into working directory, go down to exercise 1 and there is no file to open.

I've noticed this with others in the last days that when they share links from PTC Thingworx Help, the links now contain some encoded ID and basically become unreadable. It doesn't happen to me, might be a browser thing. The links they have look like this: https://support.ptc.com/help/thingworx/platform/r9/en/?_gl=1*19yh7tx*_ga*MjE5MzAzNTI0LjE2NzQwNTk5Mjg.*_ga_1QBT6P6HR1*MTY4ODU3MDg3MS4xMzkuMS4xNjg4NTcwOTA3LjAuMC4w*_ga_CBN5QVB9VJ*MTY4ODU3MDg4NS4yNS4xLjE2ODg1NzA5MDcuMC4wLjA.#page/ThingWorx/Help/Installation/DeploymentArchitecture/thingworx_deployment_architectures.html# (for me it still looks like this:https://support.ptc.com/help/thingworx/platform/r9/en/#page/ThingWorx/Help/Installation/DeploymentArchitecture/thingworx_deployment_architectures.html#) It's quite inconvenient to share those long links, plus there is the question if this code contains private data about their session or user. Anyone knows what's going on there? 

We are glad to announce the availability of Windchill: Tailoring Change Management training . Course description is available here.Registrations can be done here. regards~Syed

I was trying to troubleshoot a problem over the weekend, and no matter how I searched, the knowledge base would not return any useful information related to the topic.  Eventually I switched to Google which led me to an alternate language version of the article I needed.  Fortunately, Google Translate was able to convert this to something I could read, and I was then able to download the required script.  It would be helpful when searching to know if there is relevant information available in other languages, especially when public access to the English version of the same article is being blocked.  

Good day everyone! I am new to the forum, and I am a student of electrical mechanical engineering, I am studying a tutorial about the integration of Mathcad and PTC. I believe that it will be a very useful tool for my career and professional life. I share the following link. I have a question about the availability of the file that appears in task #1 SPRING. MCDX   Link https://learningconnector.ptc.com/tutorial/1637650665404/integrate-a-mathcad-prime-worksheet-in-creo-parametric   If you could help me by clarifying this question, where can I download it? I would greatly appreciate it. Greetings! ---------------------------------------------------- Translated the text from Spanish to English using google translate -  Subject - Dudas acerca de disponibilidad recursos del tutorial MATHCAD 5.0. Body: ¡Buen día a todos! Soy nuevo en el foro, y soy estudiante de ingeniería mecánica eléctrica, estoy estudiando un tutorial acerca de la integración de Mathcad y PTCcreo pues veo

We are glad to announce the availability of Windchill REST Services (WRS) training . Course description is available here.Registrations can be done here.

We have released the Options and Configurable Products training . This will be new addition to our BOM Management curriculum. Course description is available here.Registrations can be done here.

on exercise 2 edit definition in creo fundamentals of modeling, what is "side 1" and "side 2"? I dont see them in the model tree.

I cant even start a support case, where do i find my SCN number.  When yrying to start an assistance case i get no where, the site does not load any further than the next button?  what gives how do i reach out for support?

Hi all, So I wanted to take the "Basics of Cabling" tutorial on the PTC University Learning Connector, but can't get started. The tutorial itself is pretty straightforward; it shows you what to click and what to look for to create a cable in a specific assembly. The problem is that I don't know where I'm supposed to be opening the starting assembly from? Is this included in some folder when you install Creo? It's not in the C:\Program Files\PTC\Creo 7.0.2.0\Common Files\demos folder. Is there some part of the training I'm missing? Thank you in advance for any help. Hope you have a good day!

Today I wanted to add a comment on an open case.I realized that I can't make any changes at all.The case is open and being processed.Case 17157654

I'm attempting to contact IP-Legal@ptc.com as instructed on the PTC Open Source Software List page and the messages are bouncing back.  Apparently, this is an internal email group and people outside PTC are not allowed to send messages to it.  Obviously, this won't work for a public facing email address.  Can someone please change the permissions on the group or update the page with an email address that will accept messages from people outside PTC?  Thanks!      

HelloI am entitled to log cases in eSupport settings, but run into an 'Access Denied - Insufficient Privileges" error when I try to get assistance anywhere or log cases. Thanks,Garrett

Is anyone else having trouble reaching PTC's licensing area of the support site?  I've been getting this every time I try today:     I'm trying to go here:  

When trying to access the PTC case page, the following message appears and cannot be accessed. Please tell me what to do. Access denied. You don't have permission. We were unable to verify your girlfriend's web account. Check your account in My Account Summary.  I also tried the "access upgrade" that you previously suggested, but the attached image screen remained displayed and I was unable to access it.

When I accessed the PTC license acquisition page, the following message was displayed and I was unable to acquire a license. Please tell me how to resolve. "Access denied. You don't have permission. There was a problem with your web account. Please contact the eSupport Help Community to resolve this issue. We apologize for the inconvenience."  

I have no path to do so.

When I go to the new Case Traker page, none of the support cases display.  When I select from that page "Revert to Legacy Case Tracker", it will at least show the filters I can use.     However, even when I do go to the legacy page it takes either a very long time to display the cases or not at all.  Most times it just keeps showing "Loading......"  Why isn't the new page or the old page working?      

the phone auto answer machine is big waste of time, and it hung up on you after long lost time, is there any way to speak with a human? 

I have an invoice, I need my SCN number and product number so I can enter a ticket correctly. I need to get my license so we can use the software. I don't want to talk to the community I want to communicate with a PERSON.

The knowledge base release filter is missing '13.0'.     https://www.ptc.com/en/support/search/#q=hardware%20sizing%20guide&f-ts_products=Windchill%20PDMLink&f-ts_product_category=Windchill  

Dear Support Team,we recently purchased the mathcad software, while trying to install the software, we are unabe to access the software and manage the software from our account, we are not getting the emails from the PTC for accessing and managing the account. while trying to reset the password, we are not receiving the password reset email from PTC. so we are unable to access the product and install the same.Looking for your support to access our account to install and activate the product.we are looking to install the product urgently. Looking for your support ASAP.With Regards,Ehsan Mahdavi

Hello, this is my first time using PTC. I was instructed to do a self guided class and I was wondering where do you go to open a task as shown in the student guide as it is telling me to do in Task 1? Please let me know. 

Hi have the 0same problem. I just create my account today and when I try to log in this error pops up.  Hope that I can get any help 🙂 Thanks in advance.  

When sending feedback on a KB article, the text is entered in a box driven my TinyMCE. These days you get a warning popup "A valid API key is required starting 2024".