Customer Success

On Thursday Last week, we rolled out the first round of updates to your eSupport experience for 2017. Here are a few short synopses of the changes we made:   Case Viewer We'd heard of your disappointment that we offer a "remaining character" counter when opening a case, yet don't have the same when you later add case comments. This has now been added, and works for multi-byte too: Also, some cases were inadvertently being reopened when either you, or Technical Support added administrative information such as a Tracking Number or Customer Environment Profile (CEP). Modifications to these fields now no longer affect the open/closed state of a case.   Case Logger When we introduced the new Case Logger in November, we configured our machine-learning technology to run and maintain 5 models representing PTC's main product families. For 2 product groups in particular (All Creo Elements/Direct and Mathcad products), the results coming back often contained articles from the Creo Par

Hi,When PTC use models in public videos I assume they are not those submitted to tech support?Models submitted to PTC tech support are confidential aren't they?Thanks

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I've seen tutorials for creating cycloidal or epicycloidal using SolidWorks & Blender. Can anyone tell me where to find a tutorial or instructions on how to do this with CREO 2.0?

The Arbortext 5.4 online license tool was retired last year. However, TS bulletin 172301 suggests this is now reinstated "for eligible customers". Following the link to the "Helpful Resources" page shows a new link for "Arbortext 5.4 online license tool". This link is wrong and doesn't work (it seems to be pointing to a dev/test server "supportdev.ptc.com"). The original link for the Arbortext 5.4 license tool also doesn't work. Either the tool should be reinstated, or the TS bulletin should be rewritten or retracted.

The f2 key stopped working (or so I thought) so I made a quick mapkey to resize. Unfortunately this takes me out of whatever tab or function I was in when I now use the good old f2 key (my new damn mapkey).Does anyone know how to fix this?

I'm trying to create a FRACAS report containing 2 pages, however, I cannot find a way of inserting a page break in the edit view.

Trying to log but not understanding which is our SCN no. and it was not displaying previous.   virgo valves and controls pvt. ltd. Customer Number: 331114 Support Package: Gold

I want to search a SPR case,but I can't find the web site,can someone supply it? Thanks!

I opened cases for licensing, received email confirmation, but when I use the case tracker I do not have access to the case.

PTC University Precision LMS 8.5 was released November 12th 2016.   I am excited to announce that the new release of PTC University Precision LMS 8.5 is now live. Precision LMS 8.5 enables users with a customizable eLearning library license to create questions with attachments in standalone and embedded assessments. With this important new capability, you can: Create the equivalent of custom skill questions Add images to questions Add file downloads to questions Either upload images and files or link to externally hosted content For more information on enhanced questions, see: Demonstration (8 minutes) Also included in this release are the following enhancements: Your digital class guides are now prominently displayed on the My Learning page New option to hide answers in user-created standalone and embedded assessment for certification testing Questions now can have multiple lines of text     If you have any questions or feedback about this release, please don’t

Is it possible to delte users from eSupport-Portal?I only found a way to revoke all permissions from the users.Thanks

Product documentation is one of the key assets that customers use to discover and learn about PTC products, and one of the main reasons why they come to the eSupport portal.     At the beginning of this summer, the PTC documentation team and the web team regrouped to talk about how we could improve the customer experience with the product documentation. At that time, it was fragmented (Creo and the CAD products had their own page), and not very easy to navigate (help centers somewhere, reference documents somewhere else). Moreover, documentation access was restricted to authenticated users of the eSupport Portal.   Last month, we released an updated web site for the PTC documentation with a new design allowing you to Browse and/or Search for the documentation Access Help center and Reference Documents Access from a mobile device Navigate all PTC products from a single place         Let us know how you feel about the change and how we could impr

I need to remove accounts of users that are no longer with the company from ptc.com. How do I do this please?

Hello, We recently had some PTC in-house Creo training and discussed / demo'd this tool - XMA.  Very interesting.  We were able to review scans of all data created / modified in the last 100 days (downloaded from Windchill).   Interested in comparing notes on this w/anyone using / thinking of using.   thanks in advance

http://help.ptc.com has moved to http://support.ptc.com/apps/help_center/help/.  Problem is, it won't load.  Pierre and Peter‌, any ideas???

Has anyone else noticed that there hasn't been much content in the support update email that last few days?

I just found out that my company has a license for NC Sheetmetal and I would like to utilize it for nesting flat patterns in an attempt to maximize material/minimize scrap. I wanted to see if anyone could point me to a tutorial or recommend a book that would help me get up to speed wit this module? I checked the PTC learning materials and it appears that there is no training for NC Sheetmetal (only the Sheetmetal design module).

Hello guys, I'm a totally new creo user. I'm getting started with it and I'm looking for the CAD files used in some tutorial and manuals I found. The problem is that the only files I get are for the 3.0 creo version while I still use the 2.0 one. Do anyone known where I can get those files for the 2.0 version? I'm looking for the files of the basic lessons. Any advice? Thank you a lot in advance.

The knowledge base search automatically highlights words in the search results that match the search term.  This is good.  It also seems to be highlighting partial word matches.  This is not good (in my opinion).  In the example below, "do" and "working" should not be highlighted.  Neither of these are search terms.

We just installed Creo 2 M210 and it has Moduleworks. I ran a test and it stops at the tap cycle and I can't figure out why. Has anyone else ran into this? Also is there any help or training type stuff online somewhere? Thanks Bernie

This topic is a place to discuss random observations about the reference documents currently provided in the Product Help Centers.  This was spawned from a discussion started by Gary Jackson proposing the idea of moving more of the existing PDF documentation online.‌   1.)  Searching for a combined term (or phrase) should default to providing results for the complete term.  Search results for only one of the words should only be returned after results for the entire phrase.  In this example, only one of the results has anything to do with BOTH of the terms.   2.)  The text highlighter does not match the search term when searching for something in quotes.  In this example, "name" in the middle of "rename" should not be highlighted since the search term was "common name".

Normally when I create technical support cases the response time is very good.  The case will quickly get assigned to a technician and I will typically get a phone call (or email) within a couple of hours.  I'm having the exact opposite experience with the "Windchill Performance Advisor" product area.  It's almost like there is no one assigned to monitor cases created for this product.Most recent example:Case created on July 12thRealized on July 15th that no one had contacted me or even been assigned to the case yet so I escalated it.  Almost immediately I received a call from a manager promising that a tech would contact me on the next business day.  He then asked if I could de-escalate the case, which I did.July 25th (today) - The case still hasn't been assigned to anyone and I'm still waiting for the first contact.I'm also noticing that this "product" isn't listed in the All Products list when filtering existing cases.  Not under "Performance Advisor" a

Something is going on with the "Share by Email" links today.  This doesn't happen on every article, only certain ones.  I did confirm with both IE and Chrome.  Two examples:https://support.ptc.com/appserver/cs/view/solution.jsp?n=CS50729https://support.ptc.com/appserver/cs/view/solution.jsp?n=CS29630(Tagging Pierre Maraninchi‌ and Peter Case‌.)

  Hi,   I’m Sharan Hallur. We are exploring Creo Simulate thermal analysis & I have queries regarding travelling heat loads in the training material.  .1. In the heat load dialogue box {applying heat load to the weld}, please help me in understanding the time function 1:  exp(-1*(((s-time)/50)^2)),what is its significance & how you arrived to it!2. I tried to add multiple welds in the same weldment, but all welds are simultaneously starting. How to make the heat loads run one after the other?Really appreciate your help!ThanksSharan Hallur