Customer Success

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:

Hi, For some days now, I always get "Sorry, something went wrong." when searching via Firefox 95.0.1 in Knowledge Base https://www.ptc.com/en/support/ "Show Details" says "One or more resource files failed to load. Please try your query again." Seach works without problems in Chrome.

Hi,I am seeing an error message saying "Access Denied - Insufficient Privileges" when I tried to navigate to Download Software page in the support portal. I can see below in the account settings.Support Package: Gold, Gold+Can you please help my why downloads are not available for me. Thanks.

Can anyone else log into PTC's support site?   Yesterday one of my users couldn't log in.  I tried logging in today and I still couldn't.  I also had a third person try logging in today and they couldn't. I came here to the community forum and logged in successfully. When I went back to PTC's site I was logged in.   I cannot log in to PTC's site directly.  

Hi.  Someone needs to fix the eNews and Alerts so that it does not send out a notice about software being available for download when it has not posted yet.  This morning it said that Creo Illustrate 8.1Was there at the link, and NO it is not yet.  Please make sure that the messages don't go out before the software is there! Thanks!David

Over the last several days the daily email subscription has contained many entries for new "Knowledge Hub" articles.  What's odd is that these same articles are showing up day after day as being 'New'.  Normally a page/article is only marked 'new' the first time it's published and then 'updated' at each subsequent release, but for some reason these knowledge hub articles seem stuck at 'new'.   One example (there are dozens every day):

Hi all Do you get tired of the login at https://www.ptc.com/en/support? Almost daily, I visit that site and have to start out by typing my long email address and a password. By contrast, I can come here to the community and just click on 'Log In', it has my identity saved. The community site is more convenient  (using session cookies or jwt or similar) thanks Rick

Just a quick heads up to let our users know that a couple of folks in PTC reported a strange formatting issue on the Knowledge Base search today, with the page looking like this:  In case you're impacted, hitting F12 and removing and cookies under the support.ptc.com domain starting with utm* , then refreshing the page should resolve. We're investigating further.. 

The 'Export to PDF' function available in KB articles is adding a bunch of extra 'garbage' to the PDF generated from the selected article.  These 'cookie confirmations' are not present when viewing the article directly.      

12.0.2.2 is missing from the list of available date codes in the case logger tool. 12.0.2.2 came out on October 27th.  

Please adjust the case logger recommendation algorithm to stop encouraging users to post their question to the PTC Community instead of opening a case when their case description includes the word (or file attachment named) "traceback".  No one on the PTC Community can analyze these files.  Only TSEs can do this.  Having the case logger suggest they post to the community instead of opening a case doesn't help anyone.  Thanks.   ! : Fatal error encountered. A traceback has been written to! : C:\ptc\workspaces\traceback.log! : Please send it to Technical Support.    

I'm not sure if this is a global issue or a local one, but I am not able to access PTC's eSupport site.    

I cannot remember what the administrator login credentials are for FlexNet License Administrator.  Anyone know how to retrieve them or reset them?

Hi, For a long time now I cannot search *anything* on the support search page.Is there any reasoning behind it? Example: I search for "Windchill" and you would expect a result, right?I always get this screen, no matter how simple or complex the search is:  Regards,Steven Spierenburg

I would like to create an PTC account, and I cant' do it ? I need a customer number and site number to complete form.