Customer Success

Our April web release is primarily aimed at increasing convenience and helping connected customers to get ahead of problems. For customers who are not yet taking advantage of the benefits of proactive support, connecting is straightforward and free‌.   Connected Case Logger. When opening cases, eligible customers will now be able to select connected products from the product list. After entering system details, you'll no longer be prompted to enter any other information PTC already has on record about your system The engineer who handles your case will be able to access info about your system, reducing ,and in some cases removing entirely the need to send data to PTC Creo and Windchill are covered in this release. Integrity and ThingWorx will follow soon.   For a 2 minute overview see below:   Proactive Zone and Recommendations Several of you shared feedback on the Proactive Zone, introduced in the December release, and we took some steps to accommodate early request

With over 230 breakouts offered in a variety of learning styles, including cutting-edge use cases, interactive Q&As, small working groups, tech-powered panels, and product updates, LiveWorx offers a unique learning and networking opportunity. Sessions range from introductory to advanced skill levels and provide the knowledge you need to advance your career, lower business costs and risks, and outperform your competition.   PTC University contributes to this experience with dedicated training classes as well as networking opportunities with our best instructors. You will also find us in the PTC Customer Success booth in Xtropolis, where our training advisors will be able to demonstrate our latest educational offerings and learning tools.   Here's a quick overview to help you plan and maximize your conference experience:   Training classes While the majority of sessions are fully booked by now, we do have a couple of seats available for some of the classes on Monday

Not sure who this should go to but the datecode lists on the case logger page don't seem to be very up to date.Unless the change was intentional, Windchill M020 doesn't list any of the critical patch sets:  (M020-CPS05 is the latest)Creo Parametric 3.0 M130 is also not listed.  (Just had to create a case for M130 and use M120 instead.)

Can someone (Peter Case‌??) explain how these "Product Diagnostics & Analytics" settings are supposed to work?  I currently have mine set to this:"My Connected PTC Products" widget shows this:"PTC Performance Advisor" home page shows this:Why is Integrity still visible in both places?  Why is ThingWorx not visible in the Widget?Finally, why does the initial PTC Performance Advisor home page say, "Welcome undefined" in the top right corner?

I'm a pretty laid back guy, but every time I see an article like this I get really frustrated.  How hard is it to just answer the question?Maybe say, "No, this is not currently possible and we haven't been able to find any workaround."  ["We didn't think anyone would actually want to do this and so we never bothered adding the capability.  If you really want it, find 1,000 other people to vote for it and maybe we'll consider adding it to Windchill 25.0".]Okay, the last part was over the top, but you get the point.  Use plain language, answer the questions (all of them), set realistic expectations, and be as helpful as possible. If there is any remote possibility of a workaround, say so!  If this can't be done, what should be done instead?  The more information provided, the better.  This boiler plate response communicates all the wrong things about both support and PTC.  More critically, it provides NO HELP for the end user who is searching the k

where to find my sales order number

Premiere! PTC University instructors are available for private training sessions at LiveWorx this year. Squeeze a short, but intensive learning unit into your event schedule and take new knowledge home. We have some of our best subject matter experts assigned to staff this.   Available SMEs & topics Matt will answer your questions around these Creo Parametric topics: Flexible Modeling, Sketcher and MBD. Ed is your point person for Creo Parametric Advanced Assembly, Cabling & Piping Azhar will advise on Windchill Business and Administration topics Angela is the only woman in this team this year, but also stands out for her knowledge around Windchill Service & Parts Information and Windchill Administration Keith is our SME for Service & Parts Information Adam is our ThingWorx Modeling expert Saundy can guide you in regard to ThingWorx UI Development Roberto will assist with your ThingWorx Navigate questions Ben is a true pro when it comes to ThingWorx Solution archi

I don’t know exactly what changed, but something changed with the latest update to the eSupport Portal that makes it much more difficult to scan through the search results.  I used to be able to quickly tell the source (content type) of each search result,  but now everything looks basically the same.  I can no longer tell a reference document apart from an article.  Not sure if there is any way to bring back whatever used to be there, but I’m really missing it.

I noticed today that the bulletins listed on the eSupport page are very old.  These should probably expire (disappear) after a certain amount of time.

Each day I receive an email with from PTC with content based on my subscription preferences.  The top of this email includes a section called "Proactive Support: Windchill".  In this section there are multiple recommendations, each with a unique ID that looks like it should lead directly to each specific recommendation.  Unfortunately, all of these links simply lead to the Creo Performance Advisor main page. https://support.ptc.com/apps/jump/ssl/auth/Recommendation.jsp?Name=R-0007894   Do these links work correctly for anyone else?  Is there a quick way to get to each of these specific recommendations without having to manually comb through all of the recommendations for every single Windchill server?

Hi,I'm trying to obtain the list of all the requests that have been submitted from my company to the PTC support portal during the last year.How can I get this list ?I can't find any portlet that gives me more than the 20 last requests.Thank you.Christophe.

I load the table of permissions, make my changes, then click Update at the bottom, and it sits for several minutes, then times out.  Is this the only place to log questions about the portal?

Tried searching the knowledge base for a specific error message copied from a Windchill log file.  Apparently it doesn't like the syntax.  To compound the issue, the link to "syntax" just brings up a help page that doesn't go anywhere useful.Is there a way to search for terms like this and still keep the search engine happy?

What is the right way to provide feedback on a knowledge base article when the widget is no longer visible?I have an article I commented on and tech support updated, but they actually broke it worse than before.  Since I've already commented once, the widget is no longer visible.  I really don't want to go through the effort of creating a case.  Any ideas?(Heidi Khetani?)

Just a couple of visible updates to share for the March eSupport Portal release, and a heads-up on some new Performance Advisor features coming soon:   Dismiss Button Reviewing feedback on the new "Proactive Widget", you asked us to provide a dismiss button once your proactive status reached 100%. This is now available, and the Proactive Widget is removed from view once clicked. The widget will reappear if any product's proactive status drops back below 100%.     Kepware and Vuforia Integration Pages We added or updated integration pages for Kepware and Vuforia on the eSupport log-in page.  A warm welcome to our new customers!   Performance Advisor Additional Services A significant proportion of our work in February was dedicated to standing up the services which will enable users of the PTC Performance Advisor to share read access to their data with others.This request originated from customers who receive support from our Partners, but any customer will be

The Case Tracker exposes a preconfigured report with a hard limit of 6 months.Active cases older than 6 months can of course still be seen in the "My Active Cases" portlet, and if the case number is known, it can be found again any time. I'm interested to know the thoughts of our customers about the 6 month hard limit. Is this sufficient ? If not, how far back would you like to see: (a) In the Case Tracker page ?(b) If the export function is re-introduced ?Also, what are your thoughts on the filters ? Would a filter or grouping on specific connected products be helpful ?What other tracking improvements would bring value to your interactions with PTC Support ?Thank you

For info, we're currently investigating an issue with our Reference Documents portlet for customers accessing with Google Chrome. After browsing, the error "The support.ptc.com page isn't working support.ptc.com redirected you too many times. Try clearing your cookies. ERR_TOO_MANY_REDIRECTS" may appear. Clearing cookies does not help, and the issue is sporadic. Firefox and Internet Explorer are not known to be impacted.   I'll share an update once we have a root cause and proposed solution.

On December 16th we introduced some changes which are aimed at helping you to connect your products to PTC for an enhanced support experience. You'll see these changes if your company, or your online supervisor has switched on proactive support for your web account, or if you open cases with us on eligible products   For those who already connected, the new proactive tools will check whether you are getting the most out of our services, and if not, guide you to take greater advantage of what we have to offer. You'll see a new widget on the eSupport portal which displays your proactive status for eligible products. Select  "Complete your journey" or "Learn More" to see the remaining steps for you to become fully connected and proactive:   See below for a short video overview of all changes in this area:         As well as the more visible changes around proactive support, we've also improved your experience with subscriptions, offering a more accurat

When I create a call, It says I do not have rights to view the call once it is created

I know this may seem a bit off topic, but in all reality I think it's appropriate to this venue.I've been setting up a training lab for a couple of Creo users we are bringing onto our Admin team.I've setup two VM's using VirtualBox, using the Internal Network option so the machines can't see the host or external network. Both are Windows 7 machines.One machine has the same name and MAC address as our production license server and it has our production licenses installed on it.The other machine is client with a random MAC address, and has Creo 4 installed on it using the license from the first VM.All of this works as expected. I've run into a problem with the license server that I don't know how to solve.When I try to open the FLEXnet Admin Web Interface,I get these errors:I'm no Windows networking expert, and certainly don't know how to set this up in VirtualBox.Any help would be appreciated!

Trying to download installation guide from Implementer 11.2 and keep getting connection error.  Can someone just send it to me?

When I try to add a call to the case logger I get an error message "Forbidden". Therefore i'm not able to add a call.

Hello Users,            I come back here and let update me about new things wht happed here. Let be Active from today.. -

I know the offical PTC Help Center web address is :http://support.ptc.com/apps/help_center/help/.But what is the web address of "PTC Help Center" of Chinese language?