PTC eSupport Help Discussions

Moved for visibility.

Moved for visibility.

Moved for visibility.

Moved for visibility.

I thought I would log an issue I'm having with the eSupport portal during case creation.  eSupport is listed in the list of products so I assumed it would be straightforward to create a case for troubleshooting.  Nope.  It works fine to select eSupport as the product on the first screen but on the next screen where the case is actually created it's no longer a valid selection.1st Page:2nd Page:It's too bad the 1st page doesn't limit the products displayed to the ones you're actually allowed to create cases for.  It's also disappointing that a case can't be created to improve the behavior of the case logger itself.  (ANY SCN should work to create eSupport Portal cases.) 

I can't see any articles on PTC's site and we are in the middle of migrating to the cloud and having a problem.  And the site gives the link here to Provide feedback on your eSupport experience.

When creating a new case, the first page allows a connected system to be selected.  After moving past the recommendations to the full blown case logger, the selected connected system is lost and must be reselected a second time.  Is this a bug or by design?  It seems like if it was selected on the first page that the selection should be retained on the second.

The eSupport Community link from the support portal does not lead to the eSupport area of the community.  Instead it just leads to the main community (front) page. Either the link on the eSupport portal needs to change or a redirect needs to be added on the community side. https://community.ptc.com/t5/PTC-eSupport-Help/gp-p/2127 should probably resolve to https://community.ptc.com/t5/PTC-eSupport-Help-Discussions/bd-p/PTCeSupportHelpDiscussions.  There is no "eSupport" top level category anymore.

The new eSupport Portal design seems to be missing the 'Pending Activity' section.  I didn't even know there were things waiting for me until I happened to revert back to the old design.  Somehow these need to remain visible in the new layout.

Anyone else having problems logging into your PTC web accounts? Nothing but silence from the webmaster that I reported this to over a week ago. This affects not only the community, but I also cannot get into the eSupport portal. This is affecting my ability to participate since I get this error nearly every time I attempt to reply.    

Still struggling with help pages not loading.  The bar goes most of the way across and then just hangs. Forever.     One workaround is to use https instead of http, but most of the links in the knowledge base use http.   http://support.ptc.com/help//creo_hc/creo30_pma_hc/usascii/whats_new_pma/mbd-modificationcontrol.html?&art_lang=en&posno=1&q=modify_driving_dim_by_precision&source=search   Edit:  I think maybe there is some type of cross-domain blocking going on because the URL above loads instantly coming from community.ptc.com but hangs forever coming from the KB search results at support.ptc.com.   Scratch that.  Now it's not loading from either place.  Maybe this has more to do with the Akamai filtering PTC has in place...

Does anyone know what this rectangle with a gear inside is supposed to do? It changes from red to green when I hover over it, but clicking on it doesn't seem to actually do anything. Just curious.  Thanks.

Several people at my company and I have had a LOT of trouble getting the help web page to load for Creo 4.0. I have tried it on Chrome, IE 11, Firefox 57, on my company network and at home.  Sometimes it loads quickly, but often it fails to load at all, other times it takes 90 seconds or so. PTC says I am the only one that has this issue. Please try it on multiple browsers on various networks and post your results.  http://support.ptc.com/help/creo/creo_pma/usascii/index.html   Thanks Chris

When I try to update my profile on www.ptc.com support page it keeps complaining about matching Question and Answer.But the Question and Answer cannot be found anywhere on this page:

It looks like the article viewer has gone through a redesign again.  Unfortunately the "Support" button has been removed.  I use this button dozens of times every day.  Please bring it back!  The button is still there on the landing page, just not on the KB articles.

I can't find the BSWT nor the Request Detailed License Reports in the new website, please help!

When users make comments on documents, they recieve an unhelpful automatic reply that fails to even capture the original comment.   "Dear M. Hermosillo, -------------------- Customer Feedback:      AF-17391 Article #:                         CS225523 -------------------- Thank you for taking the time to submit your feedback on this article. We at PTC Technical Support have reviewed the feedback that was submitted for Knowledge Base Article CS225523. We would like to better understand how we can improve this article or our software. If you could provide further clarification on your feedback by submitting additional comments using the Feedback option on the article, it would help us get started. Please note that replies to this email address will not be monitored. We appreciate your effort in helping us improve the quality of our arti

On PTC's site if I go to Support > Sign up for Technical Alerts the Summary tab states "You will not receive any Subscription Emails as you have checked Suspend Delivery box on Preferences tab."  When I go to the Preferences tab the page is blank.  How do I get this fixed?  I can't find a way on PTC's site to contact them about it.

Something changed with the formatting (CSS?) of knowledge base articles recently where images now auto-scale to fill the available browser space in the Edge browser.  This might be great for smart phones but it is horrible for "normal" monitor resolutions (1920 x 1200).  Please stop resizing images larger than 100%.   Some examples: https://www.ptc.com/en/support/article?n=CS200682   https://www.ptc.com/en/support/article?n=CS182596 Edge Browser: Chrome Browser:

Hello all,   Sharing an early message with this group to let you know that we launched a new self-service portal as a fully functional beta yesterday evening. If your PTC preferred language is set to English, you can access it from the banner on the regular eSupport page. We'll release in other supported languages in the next day or so,   Be ready for the onboarding and walkthrough. It's a one-shot to gather information to enhance your subsequent experience. If it's a success, we'll build additional features under your preferences to manage that info over time.   Learn more about the new features in this short blog. Be sure to explore, and share feedback the before the others, using the widget at the top right !

Has any one else received a Technical Support eNews & Alert that included a link to Creo 5.0 SneakPeek (B000)? The link doesn't work - it only links to the standard software download page.  

The last several times I have tried to upload data via FTP to a tech support case, it hasn't worked.  I am following the instructions in CS156868.  I'd open a case for this upload issue, but apparently I'm not allowed to open cases for "Electronic Services".  Here are some screenshots showing the problem.   From the command prompt:   From FileZilla:   Is anyone else having this problem?

As a followup to my previous post "https://community.ptc.com/t5/Community-Feedback/PTC-KCS-and-the-PTC-knowledge-base/m-p/492621#M148", I am informed this is the only forum to provide this feedback.   1. Spell Check.  Please use it on the title, the body, the entire article! 2. Review process. Why are so many mistakes getting through?3. Grammar and style. e.g., links on a page should stand out and not look like the rest of the text (see my comments on CS183915 for an example)  Does your team utilize a style manual?   I was heavily involved at my previous employer in KCS as an Author, Reviewer, Publisher and some coaching. After working with PTC support and the PTC DB for almost 2 years now, I had to get this off my chest.  These are all common problems that are relatively easy to fix.  You have excellent products and your support materials should be nothing less :  )    

Please update PTC community link on support site

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