Customer Success

I'm trying to troubleshoot some issues today and it seems like most of the support articles are missing from the KB search results.  I suspect maybe a search index issue, but not sure.  I just know it's making it really hard to find solutions.  I'm resorting to other search engines, but even those seem to be finding only a subset of what used to be there.   Simple example.  This should return dozens, if not hundreds of support articles:    

Do you currently take or have you taken training courses and/or certifications (i.e. specialist exams) through PTC University's LEARN Subscription? We want to hear from you! PTC is looking to better understand your perception, motivations, and overall feedback regarding the certifications outlined within the PTC Product Training Catalogs on Learning Connector. We’d like to hear from you about how you and your organization perceive these certifications. What could be improved? What value do you see with the existing certification exams? Why do you choose to complete the certifications? Or why do you choose not to complete them? We are looking for feedback from current or former LEARN subscription PTC customers.If interested in participating in this research study, please visit this link:  https://usabi.li/do/kcr1deozuwhp/aiz8f7 Interested in other UX Research studies and being included on a distribution list, please consider joining PTC's UX Research H

Hello, I am getting the following message when trying to access the support case website. Is there anything I need to adjust on my account to be able to access this website? Thanks,Tanner 

Hi @PeterCase  the last daily message from support arrived last Friday.   Yesterday and today, nothing, not even to my colleagues at work.   Has anyone else encountered the same problem?  

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During the “Creo: Practice Routing Wires and Cables” self-guide training, I launched the virtual machine and checked the folder path indicated in the student guide. However, only the exam folder was visible as attached pdf. Could you please confirm if this is expected or if there might be an issue?

I cannot get the PTC TS KB search to load today? https://www.ptc.com/en/support/search

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Since Thursday of last week, the Performance Advisor dashboard for Windchill and Creo has not been displaying any data (see attached images).     The problem is definitely not on the user side but on the PTC side, as there are already several open support tickets regarding this issue (see, for example, CS454950).   Can other users confirm what I have written above?    

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@PeterCase, I wanted to point out a couple of support articles that are no longer visible even though they are referenced in other articles.:   https://www.ptc.com/en/support/article/CS454021 https://www.ptc.com/en/support/article/CS438073   Both relate to the issue raised in this discussion   https://community.ptc.com/t5/Windchill/Tasks-disappear-every-day-between-4-5-PM-PST/m-p/1001708   Is it possible to check whether they have been modified and can therefore be made available for consultation again?   Thank you  

Hi all,  I am currently participating inGet started with Creo Parametric ConceptsGet started with the Creo Parametric InterfaceGet Started with Creo Parametric ModelingGet Started with Creo Parametric Assemblyand am keen to make the most of the learning materials. I've noticed that I am currently unable to locate or download any supplementary resources that would be beneficial for practicing and reinforcing the course content (e.g., assembly parts, project templates). When I navigate through the platform, I haven't found clear access points or download links for these types of materials. Could you please provide guidance on where I can find and download these resources? I believe they would be very helpful for my learning process and for completing any associated exercises.

Since 11-Sep-2025 I've been struggling with the problem that I can't upload attachments during case creation, but also afterwards.   If it happens during case creation, messages appear saying that the upload didn't work and to try again or delete the attachments.   After the case has been created, the behavior is such that you don't even receive a message.The only way to notice it is to check the case history and see if a corresponding entry has been added for the attachment.   Switching to the legacy case view doesn't help either.   I've already reported the problem to PTC support via the case 17915739 (the linked page isn't publicly accessible).Are others affected by this problem besides me?   Regards,Domenic

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Trying to work though exercise 4 and 5 along with video. When adding a dimension to sketch, nothing comes up.

I am looking for the PTC course on MBD? 

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A co-worker is unable to open a PTC support case related to Info*Engine.  They are being redirected to post publicly on the PTC Community instead with no option to continue with case creation.  Is there any way around this?  What are the options if the information being shared needs to remain confidential and only be visible to PTC vs. the entire community?  Is there a list somewhere of all the topics this redirect behavior is currently configured for?   Example:  

I was getting this error message today when attempting to access support.ptc.com or community.ptc.com.  This was only occurring with Google Chrome and only for my main user profile.  Other Chrome profiles worked fine, and other web browsers (IE and Firefox) also worked fine.  Clearing the cookies for ptc.com resolved the issue.    

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