PTC eSupport Help Discussions

Hi,   For a while now, I am getting "Sorry, something went wrong. One or more resource files failed to load. Please try your query again." on any Technical Support / Knowledgebase Search I do on https://www.ptc.com/en/support/. What can I do?

Hi there,   I´m encoutering a problem when logging in to eSupport Website. I´m on Support Package: Gold   After giving the credentials it shows:   Access Denied - Insufficient Privileges A problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience.     So here I am, asking for help.   Thank you in advance!

On the top of support.ptc.com some notifications are display - see below. A few weeks ago it was enough to click on the cross and the notifications disappeared permanently. Now they reappear after window refresh. Does anybody know how to get rid of these notifications ? Thanks for any comment 🙂

Our below customer is facing issues in re-configuring there Creo license as they do not have access to the account which is associated as admin on the portal, due to the fact that one of their old employee who left the company had all the details of this account.   They want a new account to be associated with their SON as admin on the portal. Below are the details:   Customer Name: Indus Motor Company SON Number: 2801038 Old Admin Account: toyotaimckchi@gmail.com New Admin Account:  jig.shopimc@gmail.com   Looking forward for an early action and response pls.

Hello,   When trying to move a license from MAC address (A) to MAC address (B), the request is correctly taken into account. But the license received by mail corresponds to MAC address (A) and not the new MAC address entered. Could you please solve this issue asap? Thank you. Regards.

I would like to restrict merging (from branch to mainline) to a group or list of users. How do I do this?  

Hello I was trying to get support to re-install the stand alone license since do not allow me  the connection, i tried to call technical support and our sales representative but seem too busy to take care or our account.   Can some body help?  

The site in question is this one: https://support.ptc.com/appserver/lm/rsl/reconfig.jsp   One of our customers got a new laptop and wants to use his MathCAD 15 license on it. Unfortunately the site we are apparently supposed to use to transfer the license is broken. When trying to move a license from one machine to another it just says "An Error has occured" on the second step.

Hello, I ·am in need of a German speaker that can deliver classroom / WebEx training to a group of engineers on PTC Integrity and GitLab.  Do reach me using "JamesBTobin (at) Gmail (dot) Com" to learn more.  Kind regards, James

Has the license expired? Can we get temp keys until we get the PO raised and signed?   What's the impact of this?

One of the nice features of Windchill is that you can get to the information different ways.  If I know some text, I ca search.  If I know the product and version, I can browse and find it.   We can search the KB now, and apply filters to narrow down the results, but we can't really browse.   I would like to see a tree structure like RockAuto.com.  Pick a product, pick a version, pick an area of functionality, drill down till you see something familiar.  The same problems could be cataloged under multiple categories.  Just make it easy to find visually.   One of the problems I have with searching is nomenclature.  I might call it LDAP and you call it Windchill DS.    I can't count the number of tickets where I copied the text from the MS log file and no results were returned.  The support engineer can find an article because he already knew the solution.   Maybe the errors should all have a unique ID in the log file.&nbsp

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