Customer Success

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. 

Version 94.0.4606.71 (Official Build) (64-bit) and seems to try to generate page  but only blank document is produced  

To get started on setting up notifications, first log in using the Login option at the top right of the site then hover over your name to access your account details.  

I have created a ptc account. Not able to download any software. while clicking on dowload software i am getting the access denied error message. Could you please resolve it?

I need the ability to export an Excel based view that can be easily filtered based on the users permissions from PTC account management. Current methods allow you to export with a comma separated field but this cannot be split easily.  Example:   ptccswebaccess PtcCsMaintVerified, PtcCsPrivSftUpdAccess, PtcCsPrivSftUpdAddress, PtcCsPrivLogCalls, PtcCsPrivLmLicensing, PtcCsPrivLmReporting PtcCsMaintVerified, PtcCsPrivSftUpdAccess, PtcCsPrivSftUpdAddress, PtcCsPrivLogCalls, PtcCsPrivLmLicensing, PtcCsPrivLmReporting PtcCsMaintVerified, PtcCsPrivSftUpdAccess, PtcCsPrivSftUpdAddress, PtcCsPrivLogCalls, PtcCsPrivLmLicensing, PtcCsPrivLmReporting PtcCsMaintVerified, PtcCsPrivSftUpdAccess, PtcCsPrivSftUpdAddress, PtcCsPrivLogCalls, PtcCsPrivLmLicensing, PtcCsPrivLmReporting PtcCsMaintVerified, PtcCsPrivLogCalls   We need an export similar to the "Manage Employee Privileges" .   See view attached. https://support.ptc.com/appserver/common/account/se

I am using Mathcad Prime 7.0 7.0.0.0may I know how to change the contract email address? I want to change from the user's email address to the IT person's email address.

Hi, I am trying to download an Eclipse plugin and when I click on DownloadSoftware I get the following message, "Access Denied - Insufficient Privileges - A problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience." How can i solve it?

The case logger is missing the latest version of Creo Parametric again.  Someone should really figure out how to make this automatic instead of relying on someone remembering to manually update this each time a new release goes public.  Creo 8.0.1.0 was released over a month ago.    

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