PTC eSupport Help Discussions

Has anyone else noticed that their daily support subscription emails from PTC have stopped?  I haven't received anything new since last Thursday.  I did check my preferences and delivery is not paused.  I'm not sure if this is something on my end or on PTC's end...

Is anyone else having trouble accessing the PTC support site?  Am I the only one getting this:    

It appears when you click the browse documentation page the first option is for the product which has now become an input box instead of a pick list.  I assume that is a bug?  I would think a pick list of products as it was in the past would be easier/more efficient.  Thanks

Hi,   When accessing https://www.ptc.com/en/support/refdoc the Product is now a textbox, and whatever you add in it, it can no longer retrieve documentation for a specific product. Previously it was a drop down box, where you could select your product, not type it.

Even if we enter a product and click on search, documents or results are not being returned.     

There seems to be a problem with the case lookup tool under the 'My Active Request' section of the support page.     It fails to find any case that is closed:     This case number is definitely valid:  

Is anyone else having trouble getting to their own PTC cases?

Last week my users starting getting this script error when they start Creo.  Is that something PTC needs to fix?  I know I can add the config option web_browser_homepage or js_error_policy but I don't think that should be the solution.  Isn't this something on PTC's site?

Outage? Maintenance?  I tried two browsers and cleared my browser history.  

Overall usability of the eSupport portal site has been terrible for the past weeks, if not months. The login page typically takes 30  seconds+ to log in and I'm often getting server error messages like "Server Error in '/' Application" when I try to open case links.      

When I am not logged in and view an article, there is the "Please Log In to view the full article" link at the bottom. When I click this and log in, (Loginpage URL is https://www.ptc.com/en/support/login?returnurl=https://www.ptc.com/en/support/article?source=subscription&n=CS287459, so it contains the article number) I get a message ""Sorry. Article was not found. Here are some options:". (The URL here is just https://www.ptc.com/en/support/article?source=subscription) I use browser>back to get around this, but obviously the redirection is broken somewhere. Tested with Firefox and Chrome.

Is there any way to get notified any time someone from tech support adds a comment to a case?  I automatically get notified when I add comments to a case but the same doesn't happen when tech support adds comments.  I've had cases where I've seen nothing for months only to find out later when looking through the case history that the technician kept adding comments but I was never notified.  I'm pretty sure this is not an email issue on my end since I do receive email notifications anytime I create a case or add comments myself.Here's an example from one of my cases.  I didn't receive a single email notification for any of these:Is there some way to change this so I always get notified of any case activity via email?

The newly introduced question "Do you want to open a case with PTC Cloud Services?" when opening a new case defaults (in my case) to YES. I think the default should be NO, as this is the majority of cases. Any thoughts?

Hi everyone,   I would like open a case, but always I recieved the same answer.   "Authentication Failed" A problem was encountered with your web account. Please contact the Customer Service webmasters to resolve this issue. We apologize for any inconvenience.   Where should I ask or who should I ask?   Thanks and have a nice day/weekend,Gorka

I'm trying to get to the 11.1 documentation. whenever I try to enter a query in the search, I get a "Something went wrong" error.   

Not sure where to post this, but I received this mail recently. It doesn't contain any reference to an article or case, so I can't reply to it as I will get an auto-answer I didn't include a case number. Duh. If someone has an idea who or what system created this message, drop me a line.    

@Heidi,the support site appears to be down.  

SPR Tracker does not find SPRs where I'm Case contact. Please see attached photos.  

Dear PTC Community, I get a problem about  supervisor/administrator rights.   The last administrator doesn't work anymore for my compagny. I will be the main user (only one - we are a small compagny). In order to obtain new License File, I have to upgrade my user account rights to administor account rights.   I already have an account, i tried to manage it...but the email of my ex co-worker is still saved and registred to the system as supervisor account.    Does somebody know how to manage this? Thanks a lot! Baptiste   

Knowledge Base Search is not working properly from any of the browsers. I get following error.   "The page isn’t redirecting properly Firefox has detected that the server is redirecting the request for this address in a way that will never complete. This problem can sometimes be caused by disabling or refusing to accept cookies."   Please help me regarding this.

Hello. Could you tell me why My access is denied? My access to the PTC Licensing Tools(https://support.ptc.com/apps/licensePortal/auth/ssl/index) is denied.The upgrade of my account appears to be successful.Can you investigate why access is denied? I need to move the HOST ID of the license.Thank you.   Kind regards,Ryuichi Itori@shimadzu.co.jp

A while back I bought a mathcad 15 license from a small uk engineering company who were moving location and disposing of filing cabinets containing lots of old software they hadn't used for years. The employee provided sufficient details of the company to uniquely identify my license. Despite this PTC Curstomer Services said they couldn't identify my license, relegating my disk to a coffee coaster. The other day I updated my copy of Igrafx Flowcharter. A very serous piece of software and company. Unfortunately the reseller hadn't packaged it well and it arrived shattered. Within 15 minutes Igrafx had emailed me back and provided a link with a download and new key for me. What a difference between PTC and Igrafx.

My account has been stricken with an error every time I try and log in. I get a page that says:   "An error has occurred. An unexpected error has occurred. Usually it is a temporary glitch and can be fixed by waiting a few seconds and trying the request again. We are sorry for the inconvenience. The error has been logged and our team is working to get it resolved as soon as possible. To continue please use any of the links found at the top of this page."   The URL I use to log in is:https://precisionlms.ptc.com/app/home?1   but any google link to the ptc university has the same issue. Classmates have been able to get on fine but not me. I have tried different browsers and different computers with no luck. Ad blockers and add inns all off with still no luck too. I have been unable to do my classwork and am quickly falling behind.   The long error message can be viewed here: https://pastebin.com/cwVMc40V

For me all eSupport search result links referring to Windchill 11.0 / Help Center are malformed, e.g. the first search result for "wizard processing" points to "http://support.ptc.com/cs/help/windchill_hc/wc110_hc/WCCG_UICust_ConstructWizards_WizardProcess.html?&art_lang=en&posno=1&q=wizard%20processing&Release=11.0&source=search" resulting in an Error 404. A valid link (similar to those pointing to Windchill 11.1 Help Center, that look correct with search) would be "http://support.ptc.com/help/windchill/wc110_hc/whc_en/index.html#page/Windchill_Help_Center%2FWCCG_UICust_ConstructWizards_WizardProcess_Objective19.html%23"?

HI, could you please tell me why the CDR is not work already 2 days. The website is normaly work, but when I and my colleagues will submit request, any email with CDR will not come. We need to work with CDR asap. Could you please help me? Thank you. Kind regards, Tereza Harapatova harapatovat@aveng.cz