Customer Success

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

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.