Customer Success

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.  

Quick heads-up: We just added a dedicated page around renewals on ptc.com. Page is brand new and lists a bunch of downloadable items meant to guide you through your next renewal. More stuff will be added and page will also get localized.   Any questions, let us know!   ➡️ https://www.ptc.com/en/customer-success/renewals

Relevant information on the keyword should be returned in an order as if you are new to Creo/Product searching. This will give new users a chronological order for their training.  All relevant information should be returned, then filters should be used to decrease the information displayed, just like what is used in Knowledge Base Search. These filter types are used in many web designs and give users an experience they are used to. 

You turned off the Search overview Breadcrumb and instead give tips to the new format.  BUT NO where is there a way in your new format to get back to the link that will allow me to start a new case once I have searched the KB!   Please reactivate the Search Overview Breadcrumb link!

I just purchased a subscription to Creo Parametric.   How do I use the LMS eLearning that comes with it?   Thanks.

I recently found a tutorial using fusion 360 to design a cycloid, but it does not really line up to how creo works (https://www.youtube.com/watch?v=jQ6LQBFZXmU).   Is there any way i do an axial pattern as in the step at -8:25- and offset the same as -9:03-?   If there is any easy way do design a cycloid in creo im all ears, i have found a document creating one using parameters and relations but its all in mandarin and the relations dont make any sense or match up with other equations ive seen.

I cannot open new Support Case The UI is broken. Tested on Chrome and Edge. In the case of Edge, no Extensions where running at the moment.

Not seeing any downloads at all this morning. Everything I choose says "0 date codes for...". Is there an issue?

Anytime a case is opened with tech support a canned response is immediately sent out and added to the case: "Thank you for submitting your questions to us.  Case#<case number>: <case description snippet> has been created."   Recently I've been noticing new copies of this message being are being sent out and added to already open cases.  Initially I thought maybe the case had been reassigned to a new TSE, but that does not appear to be the reason.  Today I escalated a different case, and as soon as I hit the 'Save' button on the escalate form I was sent another one of these 'new case' messages (for my already existing case.)  I'm wondering if maybe there is a bug somewhere that is triggering these new case messages to be sent out when they shouldn't be.  I do have the 'ref' numbers from the messages if someone want to track them down.  Thanks.

I'm not sure what else is supposed to be at the bottom of the SPR pages, but it never finishes loading.  This is all SPRs, across all browsers, and from all locations where I access ptc.com.    

Can someone explain what's going on with article numbers?  The URL makes it look like they've had three digits added to them, but the article number displayed on the page does not include these extra digits. Are the articles also going to be updated to include these extra digits?  I'm in the habit of using the URL to snag the article number, but now I'm hesitant to do that.  Just curious what the end goal here is.  Thanks.  

Is anyone else having problems creating new tech support cases?

I am unable to hide one of the new panels on the support home page.  See attached video. (Also attached.)   (view in My Videos)

Hi, for me the popup window notification that the menu has changed on support.ptc.com is coming up on each new screen/page that I open, especially in private mode (firefox). As this is a modal dialog it required to click it to go away. This is very distracting. Please fix.

When I try to log a case now, the Support Assistant is asking for a Guid. I just picked one at random. What is that number? 

KB search does not work correctly with the Brave web browser when 'Shields' (ad blocking) is active.     Brave automatically blocks trackers and ads and the KB search doesn't work correctly if this is feature is turned on.  Here is what is being blocked: www.googletagmanager.com/gtm.js?.... ptc.112.2o7.net/b/ss/ptc-support-new/1/H.21/s85937276772658?.... support.ptc.com/search/style%20library/js/sitecatalyst.js?.... ptc.112.2o7.net/b/ss/ptc-support-new/1/H.21/s854318250515?.... ptc.112.2o7.net/b/ss/ptc-support-new/1/H.21/s82260307874580?....  

PTC's Search Tool is currently returning error message of "Sorry, something went wrong." Therefore, customers are unable to conduct the normal Search activities. Our Systems team is aware, and working top priority to resolve this issue. We apologize sincerely for the inconvenience and will update once this is addressed.

Dear Sir or Madam,   I am lecturer at a University in Germany. I teach the subjects Industry 4.0 and Data Management. Therefore my students learn about ThingWorx platform by watching your eleaning videos “Basics of the ThingWorx Development Process” and “Basics of the ThingWorx Composer”. In the last few years the access was free for my students. Recently I was informed about the current pricing of the access to those videos.   Is it possible to get an access to those videos for my students? Certification is not needed at all. It is only about learning what is possible and how it works in simple terms.   Thank you very much und best regards from Germany 🙂

I am working on a workflow. I created an expression. I want it to appear on the screen when the user enters multiple data. However, whenever multiple entries are made, it brings "null" to the beginning of the attribute value. The html code I created to appear on the screen and the screenshot of the Error are attached. I request your help.     com.ptc.core.lwc.server.PersistableAdapter obj = new com.ptc.core.lwc.server.PersistableAdapter(primaryBusinessObject,null,null,null); obj.load("REF_TEKLIF_NO"); Object value= obj .get("REF_TEKLIF_NO"); if (value instanceof Object[]) { Object values[] = (Object[]) value; for(int vv=0; vv < values.length; vv++) { REF_TEKLIF_NO = REF_TEKLIF_NO + (vv == 0 ? "" : ", ") + (java.lang.String) values[vv]; } } else { REF_TEKLIF_NO = (java.lang.String) value; }