Customer Success

https://www.ptc.com/en/support/customer-support-guide/processes-assisted-technical-support/providing-data-for-a-case When a support case needs to receive large files we need to use SFTP from the link above.  However how are we supposed to upload multiple files using this method.  The format C123456.zip doesn't allow for a second upload to the same support case.  Can you suggest how this should be done?Would C123456.v1.zip, C123456.v2.zip ... be the correct approach - will this work?  If not what should we use?

Hello, want to download this file MED-60891-CD-560_10-1-0-0_Creo-View-Clients.zipaccording this Article - CS401112 - Creo View 10.1 and Creo Illustrate 10.1: Important information about this releaseand this helpDownloading Creo View I can't download because i don't see the Creo View Clients link on the page. Is it possible that i'm not authorized as described here?2.Click Order or Download Software Updates. The Authorized Use Only page opens. And how to authorize? Thank you

Hello, My drive does not have the files that the exercises lists (currently on ex 1). I don't even have a PTCU folder, just a PTC. 

Hello, There is no "Submit Change Request" Task for the Front Housing Screw Clearance Change Request.  Please advise.  Note I can see the CR that I edited in Task 2 in Updates, just no Task to Submit it. Thanks,~patrick

I cannot add a dimension from the top of the part on the belt sander sketch. I hit the dimension but and click the two lines, but I do not get a dimension to appear. Can someone help? What am I doing wrong?I cannot get the to 25 dim in the tutorial for some reason, See the snip for reference.

Hello! I am in the middle of the Solid Modeling 2 course and the second exercise asks for a blend of three composite curves. My start points aren't aligning, and the guide recommends that they do but doesn't specify how to do that. I tried going into the sketch to manually select the start point, but since it's a referenced curve that doesn't appear to work. Any ideas on how to fix this?

The Practice section outlines assembling a bunch of stuff that was supposedly made in other modules, but where are those items?  I can go to those folders, but they only contain the files for those classes, and they do not correlate to the items I am supposed to assemble? i.e. Air Circulator needs built, but Class files are for Belt Sander

I cannot get the shell feature to work on the extended plenum.  It fails no matter what settings i put in AND Creo locks up for a good long while after I select the rounds to exclude.  The excercise asked for the rounds to be added first, so I assume it was focing that issue.  I also initially left the main housing unshelled, but when this issue arose,  I shelled it seperately in insert mode and it worked FINE.  I tried both single surface removal and both ends like I want.  I am including the model with the failed feature as reference.  Any help is appreciated.

this doesn't work from the DRAWING side...i can, and always have been able to see, the edits from the model update on its drawing, but the reverse is grayed out and cannot be edited.  Please advise.  

We apologize for any inconvenience caused by yesterday morning’s site availability issue. The site has been restored, and our Systems team is actively working to resolve some ongoing latency on PTC.com and the My PTC Site. I'll post an update on this thread once this work is complete. Thank you, Peter.

When going through the exercises in a Creo self-guided course or certification, make sure that you not only close the models in Creo when finished with an exercise but also erase them from session memory before moving to the next exercise or question. When you close a model in Creo, while the model itself no longer displays in the graphics window, it's still in Creo's cache, or session memory. Creo employs session memory as a way to shorten open and regeneration time of models. Thus, if you forget to erase models from session memory and the next exercise or question has you open an assembly that has different components of the same name as the previous exercise or question, Creo simply re-opens the model that is still in session memory rather than the model on the harddrive. The net result is either failures or model geometry that does not appear as you expect it to. Example:Exercise 2 has you open an assembly that has a child component named BASE.PRT. You work through E

Hello, Sent 3 requests for contact over 4 days to PTC University Sales Team via the PTC University Contact Us webpage, yet still no response. As an individual (not a company), is there an alternate way to get per class pricing (in dollars), course subscription pricing, and where to pay so that I can enroll in the Windchill classes? Thanks.  

Hello everyone,   Unfortunately, as of today, September 30th, the link for Precision LMS for the Creo basics training no longer loads and error messages appear (see attachment).   https://precisionlms.ptc.com/viewer/course/de/6356993/page/   Could you please help me?   Best regardsMartina Keller   Translated by the moderation using Google Translate ----------------------------------------------------------------------------------------------- Precision LMS lädt nicht mehr Hallo zusammen,   Leider lädt seit heute 30.9. der Link für Pecision LMS der Creo Grundlagen Schulung nicht mehr. und es erscheinen die Fehlermeldungen (siehe Anhang).https://precisionlms.ptc.com/viewer/course/de/6356993/page/ Könnten Sie mir bitte weiterhelfen?    Liebe GrüßeMartina Keller    

There was  no FAQ attached to the fundamentals of codebeamer class.  Would be helpful to have a quick guide, for example I still don't know if there is an undo function or how delete a reference if it was made accidentally or incorrectly. 

I'm really in need of someone's help in completing the discussion task. I carried it out perfectly at work and had no issues, I thought I'd try it again to confirm my knowledge and now Creo is acting COMPLETELY differently and it's driving me crazy, it's like the app is set up differently.   

I'm taking the fundamentals of engineering bill of materials (eBOM) whindchill course, and when i try to access the virtual machine to preform an exercise I got message that the service unavailable due to maintenance downtime or capacity problem. could you please assist me resolving this issue.

I have a mapkey which prompts the user for a name and selecte adrawing template. Everything works pretty good except the wait time to retrieve the drawing template (and format) from Windchill. Our dataserver is local so this is just the normal process time I guess to "add these objects to your WORKSPACE". It can take up to a minute, may not seen like a lot of time, but I know the users will start trying to kill the process thinking the mapkey is frozen.Just curious to see if how others are managing the "start drawing" procedure. I can have the drawing templates locally in the hard-drive but then thenformats are created in your WORKSPACE as *NEW OBJECT.Here are the steps I am using:* FILE -> NEW* Select DRAWING -> UNCHECK Use default template* Select USE TEMPLATE -> BROWSE* Select WINDCHILL CABINET -> Enter the template name (we have ~20 diff templates)* Select OKIt may be just a training issue and let the users know that this will take a while, at least for the first time.

We downloaded a Creo assembly file from Enovia for a product development. But, we are encountering significant issues with the file, as it lags right from the moment we try to open it. We haven't experienced this type of problem before. Despite our best efforts, we have been unable to resolve the issue. Therefore, we are seeking technical support from the Creo software team. This is critical assembly for the further development with iterations we expect the support from technical team in higher priority.  

In the CRFD-MDL1 Creo_Fundamentals of Modeling 1 I can't pull up any of the exercises to work on with the work book. 

Hello,   When I get to the eSupport main page I cannot see any of the cases I opened :   When clicking on "View request history" another tab opens but I get the following error : Would someone have any clue on what is happening here?   Thank you very much Best regards

An alert was posted on the support site today, but the article link is not available in English.  Seems odd that the alert would be available in English but the article not.   https://www.ptc.com/en/support/article/CS423168

I do not believe that this step is correct: The DR-101 Design Specs file is not in the Chainsaw - 220 Series Documentation folder. It is in the WCFD-WORK/Documents folder. It is also incorrect in the tutorial video.  https://learningconnector.ptc.com/tutorial/1706689375397/create-windchill-document I also could not right-click to copy in the VM, I had to use CTRL-C.

PTC Customers and Partners, Please be aware that the our Business Continuity team is working to restore service after the recent outages affecting many servers globally. We have a path to address the issue, are prioritizing customer-facing systems and should be back online soon.We deeply regret any inconvenience this may have caused you and your organizations. Thank you, Peter.

I'm having trouble finding the directory with the files for exercise 1 in them.

Every while, when trying to access support.ptc.com it results in aBad RequestYour browser sent a request that this server could not understand..This happens just before signing in.In the console I see this error:GET https://support.ptc.com/appserver/common/login/ssl/login.jsp?dest=%2Fappserver%2Fcs%2Fportal%2F&msg=1 400 (Bad Request) What can I do?