PTC eSupport Help Discussions

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).    

With resources still largely focused on migration of content and applications to a new web platform, we rolled out a small handful of web improvements this month.   Main changes were to the Technical Support Case Logger and were as follows:   Attachments can now be uploaded when opening a case Previously, this was only possible once the case had been created. Selecting "Attach Files" will open up a window which allows you to browse and attach screenshots, log files and other important data to your case:             The browse supports multi-select using the "Ctrl" key, and clicking "Attach files" will show upload progress before you close the window to return to the case:               In case NDA / ITAR is later selected, the files will be removed, and an informative error is shown if any filesize exceeds the 10Mb limit.   Expired SCNs removed from cache We've experienced some instances of cases being

@PeterCase, I like that PTC internal articles are now clearly designated as such, but why include them in the email notifications in the first place?  It seems like the notification engine should be smart enough to not send messages to people who aren't allowed to read them in the first place.  

Hi @PeterCase, yesterday I received an email from support (Cyril) about an open case. I could reply to him only by direct mail, because I cannot see any case on esupport page (see attached images)     I think this happens because cases are filtered by creation date (last six months). If I have an older case opened, the only way to see something is to search exactly with case number.   But what about opened SPR?     Or closed cases?  

Creo 4.0 is compatible with windchill 10.2 M030 CPS 13?

This Thursday November 10th, a new set of improvements to your web experience at PTC will be rolled out. These include changes to the PTC Case Logger, Knowledge Base Articles and more.   New Case Logger After encouraging results from a proof of concept earlier this year, we're simplifying the case opening process, and using some advanced technology, which we call "Dylan", to give you the best chances of solving your issue on the spot. Dylan takes questions and issue descriptions in natural language and suggests high confidence solutions, based on the associations our engineers have made in the past for similar cases. Descriptions in English and all major European languages are handled, and if any of the results is associated with a pending recommendation for one of your connected products, it will be highlighted.   In case Dylan doesn't come up with a suitable solution, or if you still have questions, you can continue to the next page to open a case. The engineer you work wit

Full disclosure, this web release is like a basic sponge cake. Perfectly edible, but missing the spices, frosting, cherries, [enter your own favourite ingredients here] to make it really memorable. Expect bug fixes, expect small evolutions, but no major changes to your experience.   There is, of course, an explanation: our web team is working on an impressive layer cake with some delicious new flavours. We're experimenting with them today and releasing free tasters when they're ready.   Sorry if your mind is now fixed on cake. Taste buds tickled, I'd like to bring us gently back on to terra firma, to let you know what you'll see in the June release.   De-duplication of release when Start- and End are the same The article viewer reminded us that it was just a machine when the "Applies To" field showed something like this: We wanted it to read more like a human, so we introduced intelligence to detect when start- and end release are the same, and if so, just mention the r

I am attempting to enter a case in the Case Logger software.  However, the datacode field has no option to select anything -- it has no items to select in the dropdown field. It is a required field, so I am unable to continue and I am unable to open a case.

I am wondering how to add someone else in my company as an admin that can request keys for node locked licenses for mathcad.

Can you name the year ? - You may have had a Blackberry instead of a Smartphone - The Summer Olympics were held in London - PTC was still more than a year away from acquiring then-IoT start-up ThingWorx   Did you get it ? Yep - 2012. Perhaps one other clue we could have added is "The year PTC made the last major overhaul of the eSupport website".   A lot has changed since then: Our portfolio of products and services evolved Demand for eSupport has almost doubled The kinds of experience and service you expect from us on the web have moved on   To accomodate these (and future) needs, we're starting to release a new eSupport portal with a cleaner look and feel, and simpler navigation. No "big bangs". We'll phase in the changes over the next ~6 months, and there may be one or two inconsistencies in your experience while we go through the transition. We'll be listening to you throughout the changes, so that your feedback helps to shape the new experience.   First phase

Our April web release is primarily aimed at increasing convenience and helping connected customers to get ahead of problems. For customers who are not yet taking advantage of the benefits of proactive support, connecting is straightforward and free‌.   Connected Case Logger. When opening cases, eligible customers will now be able to select connected products from the product list. After entering system details, you'll no longer be prompted to enter any other information PTC already has on record about your system The engineer who handles your case will be able to access info about your system, reducing ,and in some cases removing entirely the need to send data to PTC Creo and Windchill are covered in this release. Integrity and ThingWorx will follow soon.   For a 2 minute overview see below:   Proactive Zone and Recommendations Several of you shared feedback on the Proactive Zone, introduced in the December release, and we took some steps to accommodate early request

Not sure who this should go to but the datecode lists on the case logger page don't seem to be very up to date.Unless the change was intentional, Windchill M020 doesn't list any of the critical patch sets:  (M020-CPS05 is the latest)Creo Parametric 3.0 M130 is also not listed.  (Just had to create a case for M130 and use M120 instead.)

Can someone (Peter Case‌??) explain how these "Product Diagnostics & Analytics" settings are supposed to work?  I currently have mine set to this:"My Connected PTC Products" widget shows this:"PTC Performance Advisor" home page shows this:Why is Integrity still visible in both places?  Why is ThingWorx not visible in the Widget?Finally, why does the initial PTC Performance Advisor home page say, "Welcome undefined" in the top right corner?

I'm a pretty laid back guy, but every time I see an article like this I get really frustrated.  How hard is it to just answer the question?Maybe say, "No, this is not currently possible and we haven't been able to find any workaround."  ["We didn't think anyone would actually want to do this and so we never bothered adding the capability.  If you really want it, find 1,000 other people to vote for it and maybe we'll consider adding it to Windchill 25.0".]Okay, the last part was over the top, but you get the point.  Use plain language, answer the questions (all of them), set realistic expectations, and be as helpful as possible. If there is any remote possibility of a workaround, say so!  If this can't be done, what should be done instead?  The more information provided, the better.  This boiler plate response communicates all the wrong things about both support and PTC.  More critically, it provides NO HELP for the end user who is searching the k

where to find my sales order number

I don’t know exactly what changed, but something changed with the latest update to the eSupport Portal that makes it much more difficult to scan through the search results.  I used to be able to quickly tell the source (content type) of each search result,  but now everything looks basically the same.  I can no longer tell a reference document apart from an article.  Not sure if there is any way to bring back whatever used to be there, but I’m really missing it.

I noticed today that the bulletins listed on the eSupport page are very old.  These should probably expire (disappear) after a certain amount of time.