Customer Success

I cannot open "Manage My Web Account" in esupport page and return to esupport main page.Manage My Web Account How can i fix ? 

Please accept our apologies if you're one of the users currently impacted by web account privileges issues on the PTC eSupport site. Symptoms are inability to log cases and view article details.  The Systems team is currently re-processing all affected accounts, and we'll share an update in this forum once the job is complete. For more details, please see today's Service Alert. Thank you.  Peter.   

Hi All,   I'm trying to prep a company wide training diet and want to use PTC's training central playlists as part of this, there are references to pre existing files throughout this training, a drone assembly being one, are these files available as a download or are they buried in the Creo installation somewhere?   I'm probably missing something obvious but any help would be appreciated,   many thanks Dave.

I'm getting an error because CRFD ASBY Creo_Fundamentals of Assembly doesn't have the wrench part for exercise 3

I am taking the Creo: Fundamentals of Assembly course and my assembly for exercise 3 won't generate because I think I'm missing some parts to it. How do I complete the exercise if I am missing the shaft part? I checked the folders and tried looking for it and couldn't find anything.

We are excited to introduce PTC’s new Manage Licensing application, launching May 13, 2024, for all ThingWorx and Windchill products. This isn’t just an upgrade – it’s a thoughtful redesign with our customers’ feedback in mind. The Manage Licensing app is a self-service tool that is integrated with the eSupport portal and will be accessible through the same License Management links that you use today. The app will eventually support all PTC products with a consistent licensing workflow – the first release in May will exclusively support ThingWorx and Windchill products.Users of the Manage Licensing app can look forward to:Licensing host configurations that will be saved for future useThe ability to install and track products used across orders and licensing hostsThe ability to move products between licensing hosts and change quantities in real time You can learn more about the Manage Licensing app and its features by visiting our FAQ. In the meantime, let’s get the conversati

PTC University is happy to announce the release of two new trainings on Windchill Options and Configurable Products. Windchill: Options and Configurable Products 1 Windchill: Options and Configurable Products 2   regards~Syed

I no longer receive support emails. The last one is from last Thursday.   In addition, Performance Advisor data has also not been updated since yesterday morning (CEST).   Does anyone else have the same problem?  

Below article is no more readable   [Knowledge Hub] Windchill PLM Data Model   https://www.ptc.com/en/support/article/CS357651    

I am not able to raise a PTC case as it is showing only Mathcad as an option under the Support Assistant title. Requires further dropdown options related to PDM. 

Is this a common problem< i go into working directory, go down to exercise 1 and there is no file to open.

I've noticed this with others in the last days that when they share links from PTC Thingworx Help, the links now contain some encoded ID and basically become unreadable. It doesn't happen to me, might be a browser thing. The links they have look like this: https://support.ptc.com/help/thingworx/platform/r9/en/?_gl=1*19yh7tx*_ga*MjE5MzAzNTI0LjE2NzQwNTk5Mjg.*_ga_1QBT6P6HR1*MTY4ODU3MDg3MS4xMzkuMS4xNjg4NTcwOTA3LjAuMC4w*_ga_CBN5QVB9VJ*MTY4ODU3MDg4NS4yNS4xLjE2ODg1NzA5MDcuMC4wLjA.#page/ThingWorx/Help/Installation/DeploymentArchitecture/thingworx_deployment_architectures.html# (for me it still looks like this:https://support.ptc.com/help/thingworx/platform/r9/en/#page/ThingWorx/Help/Installation/DeploymentArchitecture/thingworx_deployment_architectures.html#) It's quite inconvenient to share those long links, plus there is the question if this code contains private data about their session or user. Anyone knows what's going on there? 

We are glad to announce the availability of Windchill: Tailoring Change Management training . Course description is available here.Registrations can be done here. regards~Syed

I was trying to troubleshoot a problem over the weekend, and no matter how I searched, the knowledge base would not return any useful information related to the topic.  Eventually I switched to Google which led me to an alternate language version of the article I needed.  Fortunately, Google Translate was able to convert this to something I could read, and I was then able to download the required script.  It would be helpful when searching to know if there is relevant information available in other languages, especially when public access to the English version of the same article is being blocked.  

Good day everyone! I am new to the forum, and I am a student of electrical mechanical engineering, I am studying a tutorial about the integration of Mathcad and PTC. I believe that it will be a very useful tool for my career and professional life. I share the following link. I have a question about the availability of the file that appears in task #1 SPRING. MCDX   Link https://learningconnector.ptc.com/tutorial/1637650665404/integrate-a-mathcad-prime-worksheet-in-creo-parametric   If you could help me by clarifying this question, where can I download it? I would greatly appreciate it. Greetings! ---------------------------------------------------- Translated the text from Spanish to English using google translate -  Subject - Dudas acerca de disponibilidad recursos del tutorial MATHCAD 5.0. Body: ¡Buen día a todos! Soy nuevo en el foro, y soy estudiante de ingeniería mecánica eléctrica, estoy estudiando un tutorial acerca de la integración de Mathcad y PTCcreo pues veo

We are glad to announce the availability of Windchill REST Services (WRS) training . Course description is available here.Registrations can be done here.

We have released the Options and Configurable Products training . This will be new addition to our BOM Management curriculum. Course description is available here.Registrations can be done here.

on exercise 2 edit definition in creo fundamentals of modeling, what is "side 1" and "side 2"? I dont see them in the model tree.

I cant even start a support case, where do i find my SCN number.  When yrying to start an assistance case i get no where, the site does not load any further than the next button?  what gives how do i reach out for support?

Hi all, So I wanted to take the "Basics of Cabling" tutorial on the PTC University Learning Connector, but can't get started. The tutorial itself is pretty straightforward; it shows you what to click and what to look for to create a cable in a specific assembly. The problem is that I don't know where I'm supposed to be opening the starting assembly from? Is this included in some folder when you install Creo? It's not in the C:\Program Files\PTC\Creo 7.0.2.0\Common Files\demos folder. Is there some part of the training I'm missing? Thank you in advance for any help. Hope you have a good day!

Today I wanted to add a comment on an open case.I realized that I can't make any changes at all.The case is open and being processed.Case 17157654

I'm attempting to contact IP-Legal@ptc.com as instructed on the PTC Open Source Software List page and the messages are bouncing back.  Apparently, this is an internal email group and people outside PTC are not allowed to send messages to it.  Obviously, this won't work for a public facing email address.  Can someone please change the permissions on the group or update the page with an email address that will accept messages from people outside PTC?  Thanks!      

HelloI am entitled to log cases in eSupport settings, but run into an 'Access Denied - Insufficient Privileges" error when I try to get assistance anywhere or log cases. Thanks,Garrett

Is anyone else having trouble reaching PTC's licensing area of the support site?  I've been getting this every time I try today:     I'm trying to go here:  

When trying to access the PTC case page, the following message appears and cannot be accessed. Please tell me what to do. Access denied. You don't have permission. We were unable to verify your girlfriend's web account. Check your account in My Account Summary.  I also tried the "access upgrade" that you previously suggested, but the attached image screen remained displayed and I was unable to access it.