Customer Success

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". 

Hello: For the self-pace learning in Creo Parametric, the videos included in the student manual have sound?   RegardsLourdes Coll

Welcome to the PTC University LEARN Discussion (Questions) Forum – Dedicated site for PTC University LEARN subscribers to ask questions about issues they encounter with self-guided LEARN courses.

Is anybody else getting this when trying to search PTC Support?Your query couldn't be sent to the following URL: https://ptcincproductionsewxn9rr.org.coveo.com. Verify your connection.  

Anyone else seeing this? 

I'm looking to find live training for the WQS Reliability Modules. I found training for the BOM, but I don't believe that is what I'm looking for. I need training for the System Tree and setting up RBDs. Can you point in the right direction as to where I can find live training for those specific modules? Pat Craig     

Hello. When creating a new user on the PTC Partner Portal the drop down on the site number is not working, preventing me from adding users. This is an issue with the website as it does the same issue on different browsers. Please help. Thank you in advance.    

Is this still sold or supported?   

We have released the Introduction to Windchill Reporting training . This will be new addition to our Business administration curriculum.Registrations can be done here. regards~SyedWindchill Lead--PTCU