Customer Success

This is the error message I get when clicking on Open a support case. Do I need further permission?Authentication FailedA problem was encountered with your web account. Please contact support to resolve this issue. We apologize for any inconvenience.

When creating cases, it is possible for some time now to upload several different attachments and attach them simultaneously in one step.It has already happened to me several times that in the end only one attachment was available in the case history and I had to upload the missing ones individually afterwards. 😬Am I the only one who occasionally has this problem, or does anyone else know this?

I'm finding the new 'Release Matrix' frustrating.   1.  It's not obvious how to get to the 'Release Matrix'.  While there is a menu item for 'Release Advisor', there is nothing for the 'Release Matrix'.  It is possible to end up at the release matrix from the product calendar, but I'm not sure this is the intended path or even the best path.  How would someone know to go to the calendar first in order to end up at the release matrix?   2.  It's not obvious that the 'Release Matrix' is different from the 'Release Advisor' since the 'Release Matrix' page includes the words 'Release Advisor' in the URL.  Naturally one wants to start from the release advisor instead, and this is reinforced by the ability to jump from the release advisor directly to a release matrix, but release advisor doesn't play nice if you're not trying to change versions.   3.  The release matrix for Windchill 12.1.0.2 does not include any mention of Creo Parametric

For any action, getting Access Denied message.While opening Manage Licenses and Download Software, getting below message:A problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience.

If you are an Online Supervisor in charge of managing large volumes of users, please check out our new Bulk Update tool under the ‘eSupport Settings’ tab in “Manage my Web account”.The purpose of the tool is to grant or remove access to multiple users for multiple permissions in one transaction, as well as dissociating users from your account in bulk.Please take a look and tell us what you think!

Regarding the video clips in support topics: Slow them down, or add functionality for the user to slow down the speed. They are way too fast and following the cursor is like trying to watch the puck in a hockey game on TV. You can't see what selections are being made unless you continually stop and roll the clip back. This is so annoying that I went to YouTube to get what I needed. Presumably PTC should be the go-to info source for your own products, not YouTube.

Our Systems Team detected, and has been working to resolve an intermittent connectivity issue between our web application servers and back end CRM system today.  These are the issues/errors we're aware of: "Error object:object" when  interacting with the Case Viewer List of Products incomplete when attempting to open a case   Most times, a refresh will allow users to continue. We have a fix ready to go live, and plan to push to production on Thursday May 26th.  In case you were affected, please accept our apologies for the inconvenience,    Best regards,  Peter.

> How do I find / recover a lost Username? Somehow when purchasing PTC.Mathcad I ended up creating a new account and it appears that I now even have 2x licenses on that new account. But unfortunately I am unable to access it as I do not have a record of the new user account. The original account is for Legacy perpetual licenses but does not show the creditted PTC.Mathcad.Prime subscription licenses and does not appear to let me add them, hence the problem that has occurred. Without my username for my currently licensed software I am unable to raise a service ticket to try to get this resolved. As I am unable to do it though the new account that I can't find/access and the legacy/perpetual just says that I do not have sufficent access to do that. This is very frustrating and has been running round and round for months, without being able to use my purchased software.Any help or pointers would be greatly appreciated..Thanks

While downloading Thingworx Analytical server installation it shows access denied

As the subject says. I am unable to open a new case because the (required) "Issue Type" menu has no items to choose from. This occurs both with FireFox 91.7.1esr and Chrome 100.0.4896.60. I have cleared browsing history including cookies. Edit: Adding this is for  product: "Windchill PDMLink"

I feel bad about submitting these ideas, but we feel contradicted and troubled.We use CED 20.0.3.0. CED 20.0.3.0 is no longer supported by PTC as of March 31, 2020. We understand that it is difficult for PTC to support all previous versions. However, we have purchased a subscription license that includes support fees. Therefore, a user who has purchased a subscription license has the right to contact eSupport even if the defect of the used version is not corrected. ptc should respond to eSupport inquiries from users who have purchased a subscription license, regardless of the version used, or should reimburse support fees for users who use a non-supported version.

Article https://www.ptc.com/en/support/article/CS342750 is readable only in Japanese and Chinese.   Is it possible to have the English version as well?   Thanks

As a Portal Search User, have you ever encountered such an error message while trying to search in PTC Knowledgebase? Based on previous occurrences, some other things aside from browser type and cache can cause this issue. Recently, uBlock Origin was the most frequent cause of this Search malfunction.   We are suggesting below steps to self-diagnose first: Step 1: Clear the browser cache and restart the browser. Step 2: Try with another browser and see whether the issue still exists. Step 3: Check the browser setting and configuration and see whether there is any adblocker blocking Search from functioning, for example, uBlock Origin.   Most of the time the above steps should be able to solve the issue. If not, continue with the following steps... Step 4: Check if you can access Search through absolute URL: https://support.ptc.com/search/Pages/result.aspx. as well as the relative URL: https://support.ptc.com/search Step 5: Check if there is any network security rest

There is a new main entry on help.ptc.com for solutions, pointing to https://www.ptc.com/en/support/help/Solutions.There are currently two entries: DPM and Building Blocks.Below that, there is a section "Reference Documents", which points to "Windchill Quality Solutions". Although it contains the word "solution", it is not intended to be there. WQS has nothing to do with the solutions meant in this section.

I was just trying out the new case tracker noticed two issues.   First, all of my older (but still open) cases have had their last updated dates modified even though no activity has occurred with them in a long time.  I'm not sure if this is symptom of the new case tracker implementation process or something else behind the scenes, but it's unfortunate.   Second, the sort filters at the top of each column only seem to apply to the current page, not the entire data set.  If I choose to sort the results by 'Last Modified', I expect all of the results to be put in that order, not just the ones displayed on the current page.  

I wanted to report that it's been more than two days since I received the last daily email from PTC support.  

I am unable to see any case previous to Nov 2021 in the case tracker tool. I called PTC tech support on the phone and was told to open a case, and someone will call back. I see no option to open a case for the esupport portal when opening a case and I need immediate attention to resolve this.   The level of support continues to decline, and I pay more for it each year. This is unacceptable. I should get a credit for support not being available when needed. Directing users to the PTC community to take up the slack for paid support is unethical.   I am hoping someone from PTC is monitoring this and gets back to me. I want to deliver a formal complaint regarding the lack of service and continued decline year over year of the level of support.

We've just been made aware that some pages, when accessed via a "Warm Transfer" (this is PTC terminology for a better log-in page with some info about the tool you will use) are returning a 404 error after successful authentication. You'll notice that the URL contains an additional comma and some duplicate text.  We plan to push a fix for this on Thursday Feb 24th.  In the meantime, if you experience a 404 error, please remove the comma and all the text after it, as highlighted in the image below to access any impacted pages.  Sorry for any  inconvenience caused.    

Dear Sir /MadamCustomer Account Number : 606037Customer Name : SARALA ADVANCETECH PVT. LTD. I am able to access in the following link https://www.ptc.com/en/support/my-web-account/my-profile?&msg=1 But after logged IN I am not able access the Manage and Monitor Software---->>License ManagementPlease check and confirm. Thanks & Regards Vivek ChanpuraSarla Advantech Pvt. Ltdvivek.chanpura@ats-global.com 

The case logger is missing datecodes again.   Creo Parametric 8.0.3.0 and 7.0.7.0 are both missing from the case logger datecode dropdown:   For reference, Creo 8.0.3.0 was released last year and 7.0.7.0 was released a week ago.   Sure seems like there should be some way to keep these systems automatically synchronized.  PTC is a software company after all.  🤔

Something is going on with the case logger and initial attachments.  I just opened a case for License Management and attached two screenshots.  They were shown in the middle of the case details page but after the case was opened the attachments were nowhere to be found.  I had to manually re-add both of them after the case was created.  I had this happen once before but figured I had just made a mistake during case creation.  This was definitely not the case this time around.  I clearly saw both attachments listed on the case details page prior to opening the case.

Hello, When trying to open a support ticket from the support page I get an "Access denied - insufficient privileges" message. From what I understand my account should have the ability to open tickets - do you know how I would go about resolving this? Regards,Daniel

I am using Creo Parametric 6.0 6.0.1.0Can't log in to Precision LMS system (https://precisionlms.ptc.com/app/pages/Login/). When I attempt to log into Precision LMS to access the training modules, I get the attached error message. But this has been going on for 2 days now and it doesn't work by trying again as it indicates in the error message.Here are the errors that I facedAn error has occurred.An unexpected error has occurred. Usually it is a temporary glitch and can be fixed by waiting a few seconds and trying the request again. We are sorry for the inconvenience. The error has been logged and our team is working to get it resolved as soon as possible. To continue please use any of the links found at the top of this page.

The new product release calendar looks nice, but it appears that we've lost visibility to the Windchill CPS (critical patch set) release schedule.  These used to be on their own dedicated page that could be accessed from a link on the calendar.  Unfortunately that link has been removed from the older (now archived) calendar and this information has not been added to the new calendar.  Please either add the future CPS release schedule to the new calendar (at least several releases out) or provide a link back to the page that contains this information (assuming it's still being updated).  Thanks!    

Something is going on with the knowledge base search results where links to articles are appearing before the articles are (apparently) made publicly available.  See pictures below.     Every one of these articles leads to this: