Customer Success

The case logger 'attach files' page seems to have slowed down significantly over the last several weeks.  The files themselves upload fast enough but then the little wheel sits and spins at 100% for an extended period of time.  I'm guessing at least a full minute.  Not sure if there is virus scanning or something else happening on the backend, but I've gotten burned by this thinking the attachments were successfully added only to find out later they never actually finished.  Now I'm real careful to wait until the page actually says it's done, but it would be nice to understand why it's hanging at 100% now when it never used to do this.  Thanks.  

Has something changed with the daily support emails?  I haven't received any since last week Friday.  I just double checked and my subscription is still enabled and there is nothing in my spam or junk email folders.    

Updated Renewals NotificationsWe have received continued feedback from our partners and customers through the Renewals Survey and our quarterly PTC Customer Survey, that you haven’t been happy with our automatic renewal notifications.   The notifications we are sending at 90 resp. 60 days prior to each renewal have been widely perceived as not very helpful or even confusing.   As a result of your open feedback, we have taken a holistic view of the renewal notifications approach, we are now happy to inform you of a few improvements.    DIRECT PTC CUSTOMERS We are now providing direct PTC customers with key information to verify and to generate a PO (Ship to, bill to, Payment Terms, ACV….) Overall, the contact information has been placed much more prominent in key sections of the email so it’s much easier to reach out to the right contact for assistance.   CUSTOMERS WORKING WITH A PTC PARTNER If you are working with a PTC partner, you will still be receiving n

Hi all,   we will be using this post to publish the latest updates of the library of our recorded Expert Sessions.   Expert Sessions are byte sized Technical webcasts (recorded and live) in which PTC SMEs share knowledge and best practices on topics related to design, development, deployment and operation of PTC software. They are directed to customers, and focused on improving customer adoption.   Take a look at the last comment on this post to check the latest version of our library

Suggest an idea is greyed out. How to post idea? We have logged in but still We can not suggest an idea. We need a pattern which will be on curve equally displaced.

Since last Friday, I have been getting errors when I try to open an article from my emails in Edge. I can cut and paste the URL in Chrome and the article thread will open. Here is the message I get: Request Entity Too Large The requested resource/t5/3D-Part-Assembly-Design/color-to-holes/m-p/738230does not allow request data with GET requests, or the amount of data provided in the request exceeds the capacity limit.

Please make this article available again.  Thanks.   https://www.ptc.com/en/support/article/CS58783    

Hi Community,   I have a simple requirement to navigate to one of my menu items by using the data from the selectedRow in my grid widget. The requirement is to navigate to the Live Monitoring menu item on a new tab but when I select the targetWindow field to be either New or Replace the screen always go to the menu item Overview. This should the most simple of bindings but it only navigates to the correct place when i configure the targetWindow as popup, modal popup or full screen. Please help!

Unusable website! You can't find anything, you have to wander through the sections of the site in search of at least a hint of the necessary information. Can't download anything! It is written that a trial is available, I have registered, but it is impossible to download anything, there are always insufficient rights and DENIED.With such kind of policy, you will never acquire new users or customers. The site is terribly inconvenient! It's very hard to find needed info.How can I download TRIAL to try what is your product is???????P.S. Can't post this message several times! Because of error with LABELS.. NO USER FRIENDLY TERRIBLE INTERFACE!

EVERY time I search the search results show briefly and then are wiped out and replaced by results from a search done months ago. This makes eSupport useless. I have refreshed my browser and deleted all cookies. This seems to come from the PTC side.

When a user changed his email address using upper- and lowercase characters in his name (part before @), the system was not able to change it, we got this error only:     ERROR: E-mail address invalid.   Later on i got answer from PTC University supporter, they changed all characters of name to lowercase and then it worked.   I think PTC should correct here something - standard RFC say nothing about such limitations in name of e-mail addresses.

The Case Logger (https://support.ptc.com/support/feedback/web-account.htm) has a (too) simple GUI, more or less only Subject and one Comment field. No possibility to add a screenshot or upload something else.   Later on after Submit you get a simple text confirmation only, no case number or other useful information. I got also no email notification with new case number. I was not able to find this case when i searched for all my cases with all different case types. At end i need the help from our TSAM, she was able to find it and gave me the case number.   Now i was able to open and view the case. But there were no comments listed, no additional information visible, only the Subject (title) but not my text from Comment field. Later on PTC University supporter told me, this text is only PTC internal visible.   For me it seem there is some potential do to it better and customer friendly...

After I opened a support ticket, the browser jumped to the screenshot page. I don't know whether the case is logged or not and I can't track the case.

PTC is committed to improving our customer's web experience. PTC's Customer Experience Design team is conducting an online activity to better organize PTC's Knowledge Base website. Your participation will directly influence the future organization of the Knowledge Base.   This activity takes 10 - 15 minutes and only requires a web browser to complete.   Please complete this activity by end of day Sunday, May 16.   Start activity

For the last several weeks, the PTC Technical Support Search has been replacing my current search term with an older search term.  This is repeatable across multiple browsers (Firefox, Chrome) regardless of whether I delete my complete internet history or part of the cached settings.   In the image below, I searched for the text "MBR drive". You can see that as soon as the results page displays, the website replaces "MBR drive" with "wt.index.server.solrAdminPassword", a search I ran about a month ago.   How do I get the PTC website to retain and display the current search term?  

Something has changed for the worse with the case logger.  Every time I type a couple of characters the whole page hangs.  It seems to be waiting for information to come back from the server.  It does this when I attempt to select a product and continues to do this every time I try to add another word or two to the description box.  See attached video.  Thanks.   (view in My Videos)

For some reason Update Advisor is listing fixes that don't apply based on the selected *starting* version.  Here are two examples.  Both of these were already corrected *prior* to 7.0.3.0 which means they don't apply if upgrading from 7.0.3.0 to 8.0.0.0.       Example 1:   Example 2:    

What is the proper address for PTC University now?  The one listed on the support site doesn't work: https://www.ptc.com/en/support/sitecore/content/PTC-EN/Home/ptc-university     Firefox:   Microsoft Edge:   This one isn't working either: https://www.ptc.com/en/support/sitecore/content/PTC-EN/Home/ptc-university/instructor-led-training  

I opend a lvl 2 support  case two months ago, the support team just keep changing assignee again and again. No time limit for your support case?

Document search returns error regardless of what I search for. See image below. Why ?  

Hello, Creo 4 M150 is officially released, would you please check and update the Update Advisor tool (is missing from the drop down list).   Thank you. Elena Istrate

I'm seeing a notice about proactive support recommendations at the top of several different KB articles:   Following the "click here" link to view all of the current recommendations leads to this:     Where do I go to cleanup, remove, or archive these old recommendations so they don't keep showing up on the articles?   Thanks.

I'm curious if anyone else is noticing an increase in the amount of time it takes to get meaningful responses and/or appropriate case resolution from PTC Technical Support.  I haven't gone through and attempted to quantify it yet, but it seems like there has been a steady decline in how quickly tech support is able/willing to respond to cases with useful information.  Over and over I keep getting responses like 'requesting more time' or 'talking to design leads'.  It feels like these are just resetting some internal clock for a couple of weeks to keep a TS manager happy but that nothing is really happening.  I have several cases with very simple questions that have been open for many months now.  It feels like either no one is working on them or there is no one left in tech support who actually understands how the products work.  Is it just me or are other customers sensing a decline as well?   ------------------------------------------ To provide a l

It seems odd that the subscription renewal inquiry page offers no information on what each subscription contains.  How would we know if we should remix a particular subscription without knowing its contents?  I looked around for another page that might contain this information and didn't see anything.  Does a different page exist somewhere that shows what products and licenses are included in each subscription?    

Files attached when creating a new case are being stamped with the wrong time.  I created a case 45 minutes ago and attached thee files at the same time.  Those files are all stamped with a future time that hasn't occurred yet and this is messing up the sort order with the rest of the case activity.  These three attachments should be at the bottom of the page since they are actually the first activity.  It seems that UTC times are being displayed but then called EDT, which they are not.