Customer Success

Our company was renamed. Therefore, it was also necessary to change the email address associated with my PTC user account.Previously, I was able to authenticate with my PTC user account credentials at https://my.kepware.com as well.However, the login fails since the change of the email address. I can successfully log in with my PTC account at https://support.ptc.com. However, I can no longer log in to https://my.kepware.com with the identical credentials.   Resetting the password of my PTC account did not help.To the PTC staff here: What do I need to do?    

We need a part time tutor in our company to train few employees on Creo Elements 9.0. Please reply if you know anyone.    

I am trying to create two new accounts in WAM The system is showing that the account already exists.Only creation of two new accounts in WAM? The system is showing that the account already exists. Could someone tell me where I can have support within the PTC site, or E-mail

Our company cannot download these libraries, as our system is flagging them as malicious.  Is there a POC I can work with to resolve this with ZScaler? https://www.ptc.com/en/support/enablement/AdditionalCreolibraries 

Unless I'm doing something wrong (which is entirely possible), the updated knowledge base search page feels like a huge step backwards.  I've completely lost the ability to search for results for a single product (Creo Parametric.)  Now I'm getting results for everything under the 'Creo' umbrella.  The search has become worthless.     Google is smart enough to only return 81 results, and that's without doing any manual filtering.  

When I created my account, I noticed the above.   Please fix.   Either remove the challenge or replace it with an actual challenge.   Not only is it easy to OCR the underlined numbers, look at what is in the HTML that is sent.       Please enter the <u>underlined</u> numbers only, in order: <input type="text" name="ptc_challenge" /> <input type="hidden" name="ptc_challenge_md5" value="d46b5563235785cb406f053a22ec6288" /> <input type="hidden" name="ptc_challenge_time" value="1671108352228" /> <input type="hidden" name="ptc_challenge_mask" value="101100" /> <input type="hidden" name="ptc_challenge_string" value="173304" /> <u>1</u>7<u>3</u><u>3</u>04       So, a spammer can just read the mask and apply it to the string, and spam you folks.  They don't even have to do OCR.

Hi All,I've been trying to use eSupport and am getting the following: The page isn’t redirecting properlyAn error occurred during a connection to www.ptc.com.This problem can sometimes be caused by disabling or refusing to accept cookies. Anyone else seeing this? Thanks,-Jim 

Hello PTC Community users! PTC University, the official training hub for all PTC products is constantly updating course offerings to make sure PTC product users remain up to date with the latest features and how to use them. In this webinar we will go through:Three new surfacing coursesA new manufacturing course - Designing for Additive Manufacturing.A new Windchill course - Advanced BOM Transformation Topics.Sneak Peek: An early look at an upcoming Vuforia training catalog with four fundamentals coursesA new project-based class type led by an instructor.Register Today! 

For any customers who attempted to log in to eSupport applications between 11::00 and 13:30 (US/Eastern) today please accept our apologies. Planned network maintenance resulted in an unintended shutdown of a VLAN, causing authentication failures for some internal and external applications. All services have since been restored and our Infrastructure team will carry out an After Action Review to prevent any future re-occurrence. We're sorry for any inconvenience caused,     

As mentioned in the subject, are the site taken down? or the access path is relocated somewhere else?

Dear Admin, I am unable to raise a PTC Support Case. Request you to provide me the access to raise a PTC Support Case.   Thanking you in advance.   Regards, Vinod Bhaskar Paul.N

Hi, i want to download ptc creo installation software but i can't because the access is denied. I have the license but i dont'have a customer number because i'm part of an organization which gave me directly the license number, so i can't download the software to activate my license for creo 9.0, what can i do in order to solve the issue? 

Hello, When atttempting to access our licensing I get this error:Access Denied - Insufficient PrivilegesA problem was encountered with your web account. Please contact eSupport Help Community  to resolve this issue. We apologize for any inconvenience.Can someone help with this?

I cannot access Cases raised with my PTC Account. The Case is opened, but then it says I do not have access. Any ideas?

PTCU is published the training Windchill: Advanced BOM Transformation Topics. Registrations can be made from here. Reach out to TrainingCentral@ptc.com for any PTCU support queries.

I work for Sconce and we have several Customers that I cannot service until my account is returned to its previous state, currently someone at PTC chnaged my account so that it looks like I am working for one of our Customers (ABS shipping) it wil be two weeks wed since this was changed and I have contacted the person on the case who requested it to be chnaged but nothing has been done yet

As the title says, can you delete your data again or delete yourself with your account? I have the free version of Creo Elements ? I am asking you for help 

CS7287 used to be visible and it detailed how to do a soft type change in 11.0, now when you visit it gives you this.The 12.0 article for the changetypesql utility is CS368420 We can't open support cases for anything less than 12.0 these days or it gets auto closed out, so here I am asking in the forum for PTC to stop gatekeeping older articles if you are going to auto close tickets and say go read the KB....which is what you are doing now. Jason 

Attempting to add large files to the case logger while opening a new case is failing (or timing out) during the scanning process that appears to happen after the upload has finished.  I've tried both 7zip (295 MB) and zip (319 MB) and both fail the same way.  According to the note on this page, up to 2 GB files should be supported.     What's odd is that removing the problem attachment from the attach files screen and then finishing case creation shows that both files were actually attached after all.  This would seem to indicate that whatever scanning is happening does eventually finish, but it's taking longer than the timeout on the attach files page.    

Get this error when I click on my active Requests on https://www.ptc.com/en/support: Access Denied - Insufficient Privileges. Why?

Something is causing the eSupport portal to unexpectedly switch from English to Chinese.  It's definitely tied to cookies, but I can't figure out what is causing it.  I'm using Firefox as my primary web browser with Windows 10.  I use the support site extensively almost every day and suddenly out of the blue it will switch the language to Chinese.  I do not have Chinese configured as a language in my web browser nor is it an installed language in Windows.  Every time this happens I delete all cookies for ptc.com and that resolves the issue for the time being, but not permanently.  Not sure how to troubleshoot this, but I really wish it would stop happening.   Not sure if it matters, but I use https://help.ptc.com frequently because it's easy to remember.  I wonder if something is messed up with the automatic redirection from there to https://www.ptc.com/en/support/help, or most recently https://www.ptc.com/cn/support/help.   Here are the las

The new KB article feedback widget at the bottom of the page needs some cleanup. I'm guessing 'AFwidget_Label_Dismiss' is not the intended button name. 'Top' is positioned off the bottom of the page. (Look at the bottom right corner.)  

Does anybody know a Possibility to get a List of known (and not resolved) Issues per Tool Release (for eg. MATHCAD or RV&S) per released Version?Inside of Release Notes some entries exist, but they are partly resolved with a CPS (thus no longer relevant), but most Findings will come AFTER the Tool Version has been released and thus won't be shown in any Documentation.  For this Question I have additionally created an Idea:  Known issues per Tool Release - PTC Community

Whenever I create a case, I then click on More -> Subscribe to this case. On the new tab, I always get a timestamp and "an error has occurred" and to let you know the time and date the error occurred. So timestamp of the latest error was Mon Jul 25 13:37:48 EDT 2022 (see attached screenshot).  I'm using Chrome 103.0.5060.134 (32-bit)

https://www.ptc.com/-/media/support/refdocs/Windchill_PDMLink/12,-d-,1/PTCWindchillWhatsNew_12_1_0_0.pdf?sc_lang=zh-CN