Customer Success

One of the nice features of Windchill is that you can get to the information different ways.  If I know some text, I ca search.  If I know the product and version, I can browse and find it.   We can search the KB now, and apply filters to narrow down the results, but we can't really browse.   I would like to see a tree structure like RockAuto.com.  Pick a product, pick a version, pick an area of functionality, drill down till you see something familiar.  The same problems could be cataloged under multiple categories.  Just make it easy to find visually.   One of the problems I have with searching is nomenclature.  I might call it LDAP and you call it Windchill DS.    I can't count the number of tickets where I copied the text from the MS log file and no results were returned.  The support engineer can find an article because he already knew the solution.   Maybe the errors should all have a unique ID in the log file.&nbsp

Has anyone else noticed that their daily support subscription emails from PTC have stopped?  I haven't received anything new since last Thursday.  I did check my preferences and delivery is not paused.  I'm not sure if this is something on my end or on PTC's end...

Is anyone else having trouble accessing the PTC support site?  Am I the only one getting this:    

It appears when you click the browse documentation page the first option is for the product which has now become an input box instead of a pick list.  I assume that is a bug?  I would think a pick list of products as it was in the past would be easier/more efficient.  Thanks

Hi,   When accessing https://www.ptc.com/en/support/refdoc the Product is now a textbox, and whatever you add in it, it can no longer retrieve documentation for a specific product. Previously it was a drop down box, where you could select your product, not type it.

Even if we enter a product and click on search, documents or results are not being returned.     

PTC University’s content experts and instructional designers are constantly updating the content of the digital libraries to reflect the latest information and best practices available for PTC’s software. Here’s a summary of what has been added and is now available to everyone who owns these libraries:   Windchill PDMLink Introduction to Windchill 11.2 for Light Users [EN] Topics covered: Introduction to the Windchill Environment Locating Information Viewing Information Introduction to Visualization Using Creo View Lite to View and Annotate Information Managing Your Work Participating in Processes Introduction to Windchill 11.2 for Heavy Users [EN] Topics covered: Introduction to the Windchill Environment Locating Information Viewing Information Creating and Managing Documents Viewing Information using Creo View Lite Windchill eBOM Creation Process Overview Create eBOM Edit BOM Manage eBOM Generate and Compare BOM Reports Sharing and Exporting eBOM Change Manageme

I was going to show a user how to copy features between parts using the feature operations menu when I realized it's missing in Creo 3. There is nothing in the PTC update training guide about that being removed, and a search in Creo for the menu returns no hits.  I use feature operations, often, to copy features from one model to another. Like this:  Model tab, Operations, Feature Operations, Copy, FromDifVers, Done, Pick the model, Pick the features, Pick OK, Same Dims, Same, Same, Same, OK or flip-OK, Ok or flip-OK, Done. Pick the Group Copied_Group feature, and RMB Ungroup.  

There seems to be a problem with the case lookup tool under the 'My Active Request' section of the support page.     It fails to find any case that is closed:     This case number is definitely valid:  

Is anyone else having trouble getting to their own PTC cases?

Last week my users starting getting this script error when they start Creo.  Is that something PTC needs to fix?  I know I can add the config option web_browser_homepage or js_error_policy but I don't think that should be the solution.  Isn't this something on PTC's site?

Outage? Maintenance?  I tried two browsers and cleared my browser history.  

PTC University’s content experts and instructional designers are constantly updating the content of the digital libraries to reflect the latest information and best practices available for PTC’s software. Here’s a summary of what has been added and is now available to everyone who owns these libraries:   Windchill PDMLink CATIA Daten mit PTC Windchill PDMLink 11.1 verwalten [DE] Topics covered: Überblick über den Windchill MCAD Datenverwaltungsprozess Konstruktionsdaten verwalten Konstruktionsentwicklung verwalten CAD-Daten verwalten Mit CAD-Daten arbeiten Familientabellen verwalten Questions about eLearning or any other training option from PTC University? Don’t hesitate to comment below or reach out to our Training Advisors!

how to publish an experince on spatial target in vuforia studio along with thingmark i want to use thingmark for initial tracking purpose but after that i want to use the spatial target for putting model on floor 

i want to introduce the virtual environment in vuforia studio how to introduce that plz help me

how to do reverse sequencing in creo illustrate and how to run it on vuforia studio

PTC University’s content experts and instructional designers are constantly updating the content of the digital libraries to reflect the latest information and best practices available for PTC’s software. Here’s a summary of what has been added and is now available to everyone who owns these libraries:   Windchill PDMLink eBOM to mBOM Transformation with MPMLink 11.1 [EN] Topics covered: Introduction to MPM and Windchill MPMLink Introduction to the Windchill MPMLink Environment MPMLink BOM Translation Tools and Concepts Transforming eBOM to mBOM Maintain and Conform mBOM Managing CATIA Data with PTC Windchill PDMLink 11.1 [EN] Topics covered: Windchill MCAD Data Management Process Overview Manage Design Data Manage Design Development Manage CAD Data Working with CAD Data Manage Family Tables   Creo Parametric Introduction à Creo Simulate 5.0 [FR] Topics covered: Introduction à Creo Simulate Fondements théoriques Modèles de simulation Matériaux et

Overall usability of the eSupport portal site has been terrible for the past weeks, if not months. The login page typically takes 30  seconds+ to log in and I'm often getting server error messages like "Server Error in '/' Application" when I try to open case links.      

When I am not logged in and view an article, there is the "Please Log In to view the full article" link at the bottom. When I click this and log in, (Loginpage URL is https://www.ptc.com/en/support/login?returnurl=https://www.ptc.com/en/support/article?source=subscription&n=CS287459, so it contains the article number) I get a message ""Sorry. Article was not found. Here are some options:". (The URL here is just https://www.ptc.com/en/support/article?source=subscription) I use browser>back to get around this, but obviously the redirection is broken somewhere. Tested with Firefox and Chrome.

Is there any way to get notified any time someone from tech support adds a comment to a case?  I automatically get notified when I add comments to a case but the same doesn't happen when tech support adds comments.  I've had cases where I've seen nothing for months only to find out later when looking through the case history that the technician kept adding comments but I was never notified.  I'm pretty sure this is not an email issue on my end since I do receive email notifications anytime I create a case or add comments myself.Here's an example from one of my cases.  I didn't receive a single email notification for any of these:Is there some way to change this so I always get notified of any case activity via email?

PTC University’s content experts and instructional designers are constantly updating the content of the digital libraries to reflect the latest information and best practices available for PTC’s software. Here’s a summary of what has been added and is now available to everyone who owns these libraries:   Windchill PDMLink Install and Configure ThingWorx Navigate 1.8 [EN] Topics covered: ThingWorx Overview About ThingWorx Navigate ThingWorx Navigate Installation and Licensing ThingWorx Navigate with Fixed Authentication ThingWorx Navigate with Windchill Authentication ThingWorx Navigate with Single Sign-On using Ping Federate Post Installation Configuration and Documentation Creo Parametric Update to Creo Parametric 6.0 from Creo Parametric 5.0 [EN] Topics covered: Interface Enhancements Part Modeling Enhancements Assembly Enhancements Drawing Enhancements Surfacing Enhancements Sheetmetal Enhancements Rendering Enhancements Flächenmodellierung mit Creo Para

The newly introduced question "Do you want to open a case with PTC Cloud Services?" when opening a new case defaults (in my case) to YES. I think the default should be NO, as this is the majority of cases. Any thoughts?

Hi everyone,   I would like open a case, but always I recieved the same answer.   "Authentication Failed" A problem was encountered with your web account. Please contact the Customer Service webmasters to resolve this issue. We apologize for any inconvenience.   Where should I ask or who should I ask?   Thanks and have a nice day/weekend,Gorka

I'm trying to get to the 11.1 documentation. whenever I try to enter a query in the search, I get a "Something went wrong" error.   

Hi,I want to learn Creo Parametric myself.Can some one guide me how it will be easy for me.Can you suggest me some video tutorial Site or link?