PTC eSupport Help Discussions

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?

I'm trying to create a FRACAS report containing 2 pages, however, I cannot find a way of inserting a page break in the edit view.

Trying to log but not understanding which is our SCN no. and it was not displaying previous.   virgo valves and controls pvt. ltd. Customer Number: 331114 Support Package: Gold

I want to search a SPR case,but I can't find the web site,can someone supply it? Thanks!

I opened cases for licensing, received email confirmation, but when I use the case tracker I do not have access to the case.

Is it possible to delte users from eSupport-Portal?I only found a way to revoke all permissions from the users.Thanks

Product documentation is one of the key assets that customers use to discover and learn about PTC products, and one of the main reasons why they come to the eSupport portal.     At the beginning of this summer, the PTC documentation team and the web team regrouped to talk about how we could improve the customer experience with the product documentation. At that time, it was fragmented (Creo and the CAD products had their own page), and not very easy to navigate (help centers somewhere, reference documents somewhere else). Moreover, documentation access was restricted to authenticated users of the eSupport Portal.   Last month, we released an updated web site for the PTC documentation with a new design allowing you to Browse and/or Search for the documentation Access Help center and Reference Documents Access from a mobile device Navigate all PTC products from a single place         Let us know how you feel about the change and how we could impr

I need to remove accounts of users that are no longer with the company from ptc.com. How do I do this please?

http://help.ptc.com has moved to http://support.ptc.com/apps/help_center/help/.  Problem is, it won't load.  Pierre and Peter‌, any ideas???

Has anyone else noticed that there hasn't been much content in the support update email that last few days?

The knowledge base search automatically highlights words in the search results that match the search term.  This is good.  It also seems to be highlighting partial word matches.  This is not good (in my opinion).  In the example below, "do" and "working" should not be highlighted.  Neither of these are search terms.

This topic is a place to discuss random observations about the reference documents currently provided in the Product Help Centers.  This was spawned from a discussion started by Gary Jackson proposing the idea of moving more of the existing PDF documentation online.‌   1.)  Searching for a combined term (or phrase) should default to providing results for the complete term.  Search results for only one of the words should only be returned after results for the entire phrase.  In this example, only one of the results has anything to do with BOTH of the terms.   2.)  The text highlighter does not match the search term when searching for something in quotes.  In this example, "name" in the middle of "rename" should not be highlighted since the search term was "common name".

Normally when I create technical support cases the response time is very good.  The case will quickly get assigned to a technician and I will typically get a phone call (or email) within a couple of hours.  I'm having the exact opposite experience with the "Windchill Performance Advisor" product area.  It's almost like there is no one assigned to monitor cases created for this product.Most recent example:Case created on July 12thRealized on July 15th that no one had contacted me or even been assigned to the case yet so I escalated it.  Almost immediately I received a call from a manager promising that a tech would contact me on the next business day.  He then asked if I could de-escalate the case, which I did.July 25th (today) - The case still hasn't been assigned to anyone and I'm still waiting for the first contact.I'm also noticing that this "product" isn't listed in the All Products list when filtering existing cases.  Not under "Performance Advisor" a

Something is going on with the "Share by Email" links today.  This doesn't happen on every article, only certain ones.  I did confirm with both IE and Chrome.  Two examples:https://support.ptc.com/appserver/cs/view/solution.jsp?n=CS50729https://support.ptc.com/appserver/cs/view/solution.jsp?n=CS29630(Tagging Pierre Maraninchi‌ and Peter Case‌.)

A valuable feature of many successful websites is the ability to serve up some "other stuff" associated to the product / service / literature you're interested in. For commercial sites, the motivation is clear: "Other customers also bought.." draws attention at the right moment (when interest is high), reduces search effort and leads to further (hopefully mutually beneficial) transactions.   When it comes to our articles, the currency is different (Knowledge), but the circumstances and outcomes are similar. If we expose related content at the right time, we can reduce your search effort, and guide you to other sources of knowledge to improve your experience with PTC's products.   So what's new and how do I use it ? The changes use our existing Search functionality to detect relevant content such as product documentation, help center topics, community threads, videos, and other articles. When this happens, a box like this will appear below the article Resolution field, with fa

The links to the product families on the support website are all broken (except for ThingWorx.)It looks like someone restructured the main website and forgot to update the support site.  Notice the change in destination:vs.P.S.  This probably isn't the right place, but I don't feel like hunting around on PTC's website to try and figure out where to submit this.

This may be in the wrong place, but I couldn't find a community for topics related to the tech support site.  If it is, Toby Metcalf‌, please move it. I get email notifications about new or updated KB articles relevent to topics I've chosen.  It seems that frequently these notifications link to articles that were published prematurely.  There is a title, and nothing more.  The title and description match completely but don't adequately describe what the article is about.  Sometimes it even refers to an SPR, but there is no link to the SPR.  It's as if the article was created as a place holder, but there wasn't enough information to complete it yet.Is it possible that these kind of preliminary articles can be made hidden until there's some real information to share?  It's frustrating to click a link to learn more and find that there is no more to learn.