PTC eSupport Help Discussions

Each day I receive an email with from PTC with content based on my subscription preferences.  The top of this email includes a section called "Proactive Support: Windchill".  In this section there are multiple recommendations, each with a unique ID that looks like it should lead directly to each specific recommendation.  Unfortunately, all of these links simply lead to the Creo Performance Advisor main page. https://support.ptc.com/apps/jump/ssl/auth/Recommendation.jsp?Name=R-0007894   Do these links work correctly for anyone else?  Is there a quick way to get to each of these specific recommendations without having to manually comb through all of the recommendations for every single Windchill server?

Hi,I'm trying to obtain the list of all the requests that have been submitted from my company to the PTC support portal during the last year.How can I get this list ?I can't find any portlet that gives me more than the 20 last requests.Thank you.Christophe.

I load the table of permissions, make my changes, then click Update at the bottom, and it sits for several minutes, then times out.  Is this the only place to log questions about the portal?

Tried searching the knowledge base for a specific error message copied from a Windchill log file.  Apparently it doesn't like the syntax.  To compound the issue, the link to "syntax" just brings up a help page that doesn't go anywhere useful.Is there a way to search for terms like this and still keep the search engine happy?

What is the right way to provide feedback on a knowledge base article when the widget is no longer visible?I have an article I commented on and tech support updated, but they actually broke it worse than before.  Since I've already commented once, the widget is no longer visible.  I really don't want to go through the effort of creating a case.  Any ideas?(Heidi Khetani?)

Just a couple of visible updates to share for the March eSupport Portal release, and a heads-up on some new Performance Advisor features coming soon:   Dismiss Button Reviewing feedback on the new "Proactive Widget", you asked us to provide a dismiss button once your proactive status reached 100%. This is now available, and the Proactive Widget is removed from view once clicked. The widget will reappear if any product's proactive status drops back below 100%.     Kepware and Vuforia Integration Pages We added or updated integration pages for Kepware and Vuforia on the eSupport log-in page.  A warm welcome to our new customers!   Performance Advisor Additional Services A significant proportion of our work in February was dedicated to standing up the services which will enable users of the PTC Performance Advisor to share read access to their data with others.This request originated from customers who receive support from our Partners, but any customer will be

The Case Tracker exposes a preconfigured report with a hard limit of 6 months.Active cases older than 6 months can of course still be seen in the "My Active Cases" portlet, and if the case number is known, it can be found again any time. I'm interested to know the thoughts of our customers about the 6 month hard limit. Is this sufficient ? If not, how far back would you like to see: (a) In the Case Tracker page ?(b) If the export function is re-introduced ?Also, what are your thoughts on the filters ? Would a filter or grouping on specific connected products be helpful ?What other tracking improvements would bring value to your interactions with PTC Support ?Thank you

For info, we're currently investigating an issue with our Reference Documents portlet for customers accessing with Google Chrome. After browsing, the error "The support.ptc.com page isn't working support.ptc.com redirected you too many times. Try clearing your cookies. ERR_TOO_MANY_REDIRECTS" may appear. Clearing cookies does not help, and the issue is sporadic. Firefox and Internet Explorer are not known to be impacted.   I'll share an update once we have a root cause and proposed solution.

On December 16th we introduced some changes which are aimed at helping you to connect your products to PTC for an enhanced support experience. You'll see these changes if your company, or your online supervisor has switched on proactive support for your web account, or if you open cases with us on eligible products   For those who already connected, the new proactive tools will check whether you are getting the most out of our services, and if not, guide you to take greater advantage of what we have to offer. You'll see a new widget on the eSupport portal which displays your proactive status for eligible products. Select  "Complete your journey" or "Learn More" to see the remaining steps for you to become fully connected and proactive:   See below for a short video overview of all changes in this area:         As well as the more visible changes around proactive support, we've also improved your experience with subscriptions, offering a more accurat

When I create a call, It says I do not have rights to view the call once it is created

Trying to download installation guide from Implementer 11.2 and keep getting connection error.  Can someone just send it to me?

When I try to add a call to the case logger I get an error message "Forbidden". Therefore i'm not able to add a call.

Hello Users,            I come back here and let update me about new things wht happed here. Let be Active from today.. -

I know the offical PTC Help Center web address is :http://support.ptc.com/apps/help_center/help/.But what is the web address of "PTC Help Center" of Chinese language?

Is it just me?  Or are other people facing the same problem.  After creating a case, I'm unable to update it.  The issue persists across Firefox/Chrome/IE.  It even persists if I open the case in Chrome Incognito mode.  Still cannot update it.

How to identify in which queue the workflow process is running present in windchill

When will Mathcad 4.0 be available and will it be Windows 10 compatible?

The new Dylan case logger is extremely buggy and user unfriendly.  It becomes unresponsive and none of the javascript links work.Please provide a way to bypass it.

Trying to create a case and when I hit "Submit" I was presented with this pop up:After editing the text slightly, it appears the problem was the % character.  Is this intentional or a bug in the case logger?

On Thursday Last week, we rolled out the first round of updates to your eSupport experience for 2017. Here are a few short synopses of the changes we made:   Case Viewer We'd heard of your disappointment that we offer a "remaining character" counter when opening a case, yet don't have the same when you later add case comments. This has now been added, and works for multi-byte too: Also, some cases were inadvertently being reopened when either you, or Technical Support added administrative information such as a Tracking Number or Customer Environment Profile (CEP). Modifications to these fields now no longer affect the open/closed state of a case.   Case Logger When we introduced the new Case Logger in November, we configured our machine-learning technology to run and maintain 5 models representing PTC's main product families. For 2 product groups in particular (All Creo Elements/Direct and Mathcad products), the results coming back often contained articles from the Creo Par

Hi,When PTC use models in public videos I assume they are not those submitted to tech support?Models submitted to PTC tech support are confidential aren't they?Thanks

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The Arbortext 5.4 online license tool was retired last year. However, TS bulletin 172301 suggests this is now reinstated "for eligible customers". Following the link to the "Helpful Resources" page shows a new link for "Arbortext 5.4 online license tool". This link is wrong and doesn't work (it seems to be pointing to a dev/test server "supportdev.ptc.com"). The original link for the Arbortext 5.4 license tool also doesn't work. Either the tool should be reinstated, or the TS bulletin should be rewritten or retracted.

The f2 key stopped working (or so I thought) so I made a quick mapkey to resize. Unfortunately this takes me out of whatever tab or function I was in when I now use the good old f2 key (my new damn mapkey).Does anyone know how to fix this?