PTC eSupport Help Discussions

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

PTC New Article Viewer

PTC New Article Viewer

Nov 2017 Web release

Nov 2017 Tool release

Nov 2017 web release

PTC Support Portal page

PTC eSupport new Landing page

Moved for visibility.

Moved for better visibility

I am having a problem accessing support pages once Google Analytics has appended it's cross domain tracking "stuff" to the URL.  For example, attempting to access this URL: http://support.ptc.com/help/creo/creo_pma/usascii/index.html#page/detail/dims_switching.html automatically turns into this URL: http://support.ptc.com/help/creo/creo_pma/usascii/index.html#page/detail/dims_switching.html&_ga=2.4981937.322536377.1504615043-677429708.1500405891 Normally that wouldn't matter except the second URL doesn't work (for me): Manually removing the extra "stuff" from the URL in the brower's address bar does allow the intended page to correctly load.

On November 14th, attendees at the PTC Forum Stuttgart will have a chance to learn about the eSupport Help community and how to get advanced notice and access to new web tools, proactive support, feedback studies, product updates, and more. For example, members of the eSupport Help community were first to learn about the popular new article viewer and were able to give feedback in shaping the final version.   If you are in Stuttgart, visit the Support Services team at their booth in the Customer Success area to receive a special thank you gift.   Get your thank you gift by simply doing one of the following: Leave a comment on this post Upload a photo from the show as a comment on this post Kudo this post Then show your comment or kudo to show staff on your mobile device and the gift is yours. (Please note: this  gift applies to in-person attendees at the International Congress Center Stuttgart only.)   Not a member yet? Sign up or log in to the PTC Community and t

Today I typed in www.ptc.com and found that it doesn't go to PTC anymore. Instead it goes to some Apache Tomcat website that doesn't seem to have anything to do with PTC. At least it doesn't look anything like the PTC that I normally get.Michael P. Locascio

Hi,   I have some requirement like How to read csv/excel file that reside on network path instead File repository.   Example:   In below example you can see I want to read a csv file 'EmpDetails.csv' that reside under path 'C:/Users/NG6F868/Desktop' instead File Repository  'EDURepository' but I am getting error 'Wrapped com.thingworx.common.exceptions.InvalidRequestException: File Repository [C:/Users/NG6F868/Desktop] Does Not Exist Cause: File Repository [C:/Users/NG6F868/Desktop] Does Not Exist' when I test the service.   var params = {        path: 'EmpDetails.csv' /* STRING */, columnMappings: 'FirstName,LastName,DOB' /* STRING */,    hasHeader: true /* BOOLEAN */, //longitudeField: undefined /* NUMBER */, //dateFormat: undefined /* STRING */,*    fileRepository: 'C:/Users/NG6F868/Desktop', //fileRepository: 'EDURepository' /* THINGNAME */, //latitudeField: undefined /* NUMBER */, fieldDelimi

Hello all, Just a quick message to let you know we're aware of the header / footer issue on articles and are working to address this now. There isn't any impact on the body of the articles themselves. From a content perspective, they are complete. Thanks for your patience, and we'll post updates to this thread as we make further progress.

Just a few lines to let you know that we've recently added the following Products to our scope for the Dylan "Intelligent Knowledge Agent" when opening cases: Servigistics BI Insight Servigistics Click Parts Planning Servigistics Connected Field Service Servigistics Connected Service Parts Management Servigistics Field Service Management Servigistics InService Servigistics InService MRO Content Servigistics Mobility Servigistics Parts Planning Servigistics Pricing Servigistics Remote Service Servigistics Service Logistics Servigistics Service Network Management Servigistics Service Network Visibility These products were not initially included when we first introduced the feature last November, as we did not have a sufficient number of articles to reach a minimum predict rate. This no longer being the case, your experience when logging cases will change slightly. Please see this blog and embedded video for details.

Hi!   I'm surprised, but from work, from home and from my mobile the page www.ptc.com is not working at all!   Does anyone discovered also the same problem?   I wish to be able to open the page ASAP   BR Roman

If you recently visited the Reference Documents page on eSupport, you may have noticed that the Document Type list is now much shorter. To help you find your reference documents more easily, we've simplified the list from 30 original values down to 7 categories.     In the next few months we are planning to migrate the documents to a new web platform featuring improved UI and search functionality.   Stay tuned!

@PeterCase, Not sure if this is your area or not, but I just received a proactive support recommendation (cache setting change) for a powered off server.  What's so odd is that the recommendation said this event first occurred on September 9, 2017 (two days ago) but the server was removed from production last March and has been completely powered off since June.  Are the recommendations not based on the actual performance of currently running systems?

As well as the exciting release of our first app on our new web platform (new Article Viewer) we've also made a series of updates aimed at "keeping the lights on" on the current platform. Below are some of the most visible. "Primary Article" now shown on casesOften, a support engineer will associate several articles to your case, each contributing to the resolution. This can be confusing when revisiting a case at a later point in time.  We ask engineers to mark the "pivotal" article, and so for convenience, are exposing this also to customers in the case viewer from today: "Maintenance" message removed for customers in Asia (and any night owls in European and North American regions)Customers who began a session on support.ptc.com before the daily authentication refresh would occasionally see a "Site Maintenance" message when navigating to a new page, and would be required to log in again. This also had an adverse effect on services such as the Performance Advisor. A new Authentica

Hello all, As you may have seen, we're working on a significant overhaul of eSupport to make your experience on the web more simple and intuitive. At the very core of the new experience is the eSupport portal. It's your initial landing page, aimed at providing convenient access to our content and digital services, such as the knowledge base, proactive recommendations and the case logger, so we're passionate about getting this right.We have a first interactive version of the new design available, and we're looking for customers to help us test it. If you're interested to be one of the first to see our designs and provide us with some insightful feedback before we forge ahead with the implementation, we'd love to hear from you.The tests will require between 30 and 60 minutes of your time, and take place through Webex. You'll be introduced to the new design and asked to complete some of your usual activities on the portal, then provide feedback to help shape the new eSupport experience.If

Is the case logger currently down? When I try to create a new support case, I end up in a HTTP 500 error: JBWEB000065: HTTP Status 500 - Request processing failed; nested exception is java.lang.NullPointerException JBWEB000309: type JBWEB000066: Exception report JBWEB000068: message Request processing failed; nested exception is java.lang.NullPointerException JBWEB000069: description JBWEB000145: The server encountered an internal error that prevented it from fulfilling this request. JBWEB000070: exception org.springframework.web.util.NestedServletException: Request processing failed; nested exception is java.lang.NullPointerException org.springframework.web.servlet.FrameworkServlet.processRequest(FrameworkServlet.java:656) org.springframework.web.servlet.FrameworkServlet.doGet(FrameworkServlet.java:549) javax.servlet.http.HttpServlet.service(HttpServlet.java:734) javax.servlet.http.HttpServlet.service(HttpServlet.java:847) JBWEB000071: root cause java.lang.NullPointerException

If you select to go to PA for Creo group in the community from PA dashboard, then you gave an error (see attached image).