Customer Success

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?

Not sure where to post this, but I received this mail recently. It doesn't contain any reference to an article or case, so I can't reply to it as I will get an auto-answer I didn't include a case number. Duh. If someone has an idea who or what system created this message, drop me a line.    

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 Sharing Creo Parametric Designs with Windchill PDMLink [EN] Topics covered: Course Overview Accessing PDMlink with Creo Tailoring Your Environment Creating and Sharing a New CAD Document Creo Parametric Team Collaboration with Windchill PDMLink [EN] Topics covered: Course Overview Integrating Ducted Fan Modifications Skate and Grip Designer Collaboration   Mathcad Mathcad Prime 5.0 - Application Orientation [EN] Topics covered: Getting Started Documenting and Formatting Entering and Editing Math Variables Functions Range Variables Controlling Calculations Vectors and Matrices Boolean Conditions Mathcad Prime 5.0 - Working With

@Heidi,the support site appears to be down.  

SPR Tracker does not find SPRs where I'm Case contact. Please see attached photos.  

Dear PTC Community, I get a problem about  supervisor/administrator rights.   The last administrator doesn't work anymore for my compagny. I will be the main user (only one - we are a small compagny). In order to obtain new License File, I have to upgrade my user account rights to administor account rights.   I already have an account, i tried to manage it...but the email of my ex co-worker is still saved and registred to the system as supervisor account.    Does somebody know how to manage this? Thanks a lot! Baptiste   

Knowledge Base Search is not working properly from any of the browsers. I get following error.   "The page isn’t redirecting properly Firefox has detected that the server is redirecting the request for this address in a way that will never complete. This problem can sometimes be caused by disabling or refusing to accept cookies."   Please help me regarding this.

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 Managing AutoDesk Inventor 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 Managing NX 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 Managing AutoCAD 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 W

Hello. Could you tell me why My access is denied? My access to the PTC Licensing Tools(https://support.ptc.com/apps/licensePortal/auth/ssl/index) is denied.The upgrade of my account appears to be successful.Can you investigate why access is denied? I need to move the HOST ID of the license.Thank you.   Kind regards,Ryuichi Itori@shimadzu.co.jp