Customer Success

If you own several subscriptions, you may want to consider co-terming your contracts to simplify administration. Here’s a quick new read for you: https://www.ptc.com/-/media/Files/PDFs/Services/renewals-toolkit-on-your-terms.pdf   Let me know if you have any questions or – even better – reach out to your Renewal Advisor!   Bettina

How do I change the online supervisor for our account?  The old one is no longer with the company.

As happened before , search on Knowledge base dose not work. Search returns community articles only. Please, solve this, it impacts our work very much.  

Hello, I wanted to fill out the Case Logger for an issue with Creo 7.0 but there is no "Creo Parametric - Release 7.0" entry in the drop down list. How can I get in contact with the PTC technical support regarding Creo 7.0 issue?   BR Alexander

I created a license management case a couple of days ago and I'm noticing that the 'normal' web tools won't display it.   1.)  It's not listed under 'My Active Requests' on the support home page.   2.)  It does not appear on the Case Tracker page, even though the product is set to 'LicenseMgt Service'.   The case definitely exists and is active, so why is it so hard to get to?   Thanks.

Is it just me, or is the knowledge base search ignoring all of us?  

Hello，   When I click "manage licenses" button on eSupport page, I got following warning: "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."   I don't know how to deal with this problem, please me! Many thanks!   Best Regards

Support site lest me log a case but says my support is inactive. My license says its active. the Update killed my datalogger and I'm not sure of the case will even get reviewed. 

The “Renewals Toolkit Subscriptions Guide” which defines PTC terminology and covers a couple of our subscription concepts here at PTC is now available here.   The guide answers some of the typical questions our users may have around subscription topics.   Please share it with your peers and reply to this message board with any open questions you might have.  We can build meaningful collateral together. Thanks in advance!

Those of you who are on a subscription or on an active support contract, are entitled to upgrade to the latest version of Creo. With Creo 7 just recently launched, we have compiled a bunch of useful information on the new Creo Upgrade Resource Center.     We hope this addresses many of the questions you may have around upgrades, new functionality and where to find support from us for doing the upgrade.   Let us know if you think anything is missing!   Creo Upgrade Resource Center        

  We are bringing the Liveworx UX Lab to you this year! Contribute to the design and development of PTC’s service solutions from the comfort of your home.   Participate in online 1:1 session with PTC Researchers and Designers to take our prototypes & conceptual designs for a spin, share your expertise to directly impact the experience of our future products.   For all Liveworx 2020 UX Lab sessions, click here   PTC service solutions session links: PTC Website Design and Navigation Concepts PTC UNIVERSITY: Virtual Educational Experiences PTC WEBSITES & ONLINE TOOLS: Tell Us Your 5 Most Important Tasks PTC Solutions for PTC.com Single Sign-On for PTC’s Products PTC ONLINE SUPPORT & RESOURCES: Experiences and Expectations

We are bringing the Liveworx UX Lab to you this year! Contribute to the design and development of PTC’s service solutions from the comfort of your home.   Participate in online 1:1 session with PTC Researchers and Designers to take our prototypes & conceptual designs for a spin, share your expertise to directly impact the experience of our future products.   For all Liveworx 2020 UX Lab sessions, click here   Session links: PTC UNIVERSITY: Virtual Educational Experiences Single Sign-On for PTC’s Products

Under https://www.ptc.com/support/preferences you can reset your preferences   BUT as a user of PTC Integrity Modeler (Note: NOT PTC Integrity) and Process Director I can't correctly select my preferences. In fact I can't get anywhere close.   I can't see anything related and nothing relating to WindChill either (which is where PTC IM now is).   Could someone please sort this out - even allowing Free text on the "other" screen would at least allow to to "collect" information on what people are coming to the portal to use.

When searching in Google Chrome, I get special characters on the webpage as shown on the attached screen shot. 

There is no new digital library content (WBTs) has been published in April 2020.   Now you can search a new eLearning content here with our Training Central eLearning classes.     Questions about eLearning or any other training option from PTC University? Don’t hesitate to comment below or reach out to our Training Advisors!

Hi,   While accessing to link https://support.ptc.com/apps/licensePortal/auth/ssl/index, it return access denied 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."   Please advise  

Just started playing with this (elements) an using the tutorial. After the fist coulple lessons I got this error...'vport1' frozen due to Graphics Error!Tried searching for a thread about it but the only one was in a language I don't speak.Any help would be appreaciated. I'm testing out the free version to see if I want to go to the paid version.Did I do something, or did I not know you go a limited number of sessions before having to pay?ThanksCraig

Not sure if it's me but when I search all documents this morning I only get 3 returned. Tried plenty of other searches and get between 1 and 3 docs.

Hello, how can I submit a solution for a open case which is since 5 years not solved? (Case from other user) Try to send a mail to cs_ptc@ptc.com with the subject "Case" number. So PTC can close this case and have a solution for other users! Get two times a error back.   Case tracker refuse the access. (Silver support level?)   Kai H.    

Where can the orientation content be found for new Customers?  Specifically admin guides that Customer admins to create/retire USer accounts in their organizations and to set eSupport privileges ?

Spoiler (Highlight to read)I noticed that the post noting that other posts have been moved are pinned to the eSupport board. Are these going to be pinned for a specific period of time (7 days?) and then disappear or are they here to stay?Thanks, DaleI noticed that the post noting that other posts have been moved are pinned to the eSupport board. Are these going to be pinned for a specific period of time (7 days?) and then disappear or are they here to stay?Thanks, Dale

There is no new digital library content (WBTs) has been published in March 2020.   Questions about eLearning or any other training option from PTC University? Don’t hesitate to comment below or reach out to our Training Advisors!

I tried this IE, FF, and Chrome same results https://support.ptc.com/search/Pages/results.aspx#Default=%7B%22k%22%3A%22%22%2C%22r%22%3A%5B%7B%22n%22%3A%22TSProductFamilies%22%2C%22t%22%3A%5B%22%5C%22%C7%82%C7%824178656461%5C%22%22%5D%2C%22o%22%3A%22OR%22%2C%22k%22%3Afalse%2C%22m%22%3A%7B%22%5C%22%C7%82%C7%824178656461%5C%22%22%3A%22Axeda%22%7D%7D%5D%7D   I get hits when I go to Documentation tab it goes away and Axeda is no longer there https://support.ptc.com/search/Pages/documentation.aspx        

There appears to be some problem with the 'related' articles section at the bottom of each knowledge base article.  Every article is now only listing itself.      

Yesterday I noticed that PTC Support Search does not return any PTC KB articles, only Community and Help articles are returned. I don't have and active filters and I checked with my colleagues, who have same problem. Check searches below for specific CS and even general search returns useless results.   This is very urgent matter! Thank you.