PTC eSupport Help Discussions

A co-worker is unable to open a PTC support case related to Info*Engine.  They are being redirected to post publicly on the PTC Community instead with no option to continue with case creation.  Is there any way around this?  What are the options if the information being shared needs to remain confidential and only be visible to PTC vs. the entire community?  Is there a list somewhere of all the topics this redirect behavior is currently configured for?   Example:  

I was getting this error message today when attempting to access support.ptc.com or community.ptc.com.  This was only occurring with Google Chrome and only for my main user profile.  Other Chrome profiles worked fine, and other web browsers (IE and Firefox) also worked fine.  Clearing the cookies for ptc.com resolved the issue.    

We are excited to share that in June, PTC will introduce updates to enhance your product licensing experience. Here’s what you can expect from these improvements:   Single Destination for PTC Licensing  Starting June 9, the PTC Manage Licensing application will be your single destination for all licensing activities. Users will be directed to the PTC Manage Licensing app from PTC eSupport, simplifying access to tools and resources. The legacy License Management Web Tool homepage will be retired, and navigation guides will be available to help you easily find the resources you use most.     Now Supporting More Products  The Manage Licensing app will now support more products including Creo, Mathcad, Arbortext, Codebeamer FlexLM (excluding legacy version), Integrity, CADDS5, and PTC Modeler. These products will adopt the same host management, licensing assignment, and license generation processes that Windchill and ThingWorx users have been using, providing a str

Hi ,I am trying to login my partner account for many to complete my certifications. Its showing the username and password incorrect. Can you please help me with it?   Thanks Anitha

Could you please explain how this happens?Today I was again searching for answers. But in this case, the both links at the bottom are not responsible. Apache Server down? Or is this a dead end?:https://www.ptc.com/en/support/article/CS202295?source=search  

Sometimes I have to burst out laughing at the stupidity of PTC stuff (to keep from crying).  Here is a great example: I asked:  "How can we change the number of decimal places shown for a dimension in a note?"I was directed to https://www.ptc.com/en/support/article/CS337935SOOO informative.  All it really says:Not part of the Creo Parametric functionality Even the title asks "HOW" meaning the article does not meet its own goal. OK, so did you think that is a sufficient answer?  How about explaining the preferred workflow to accomplish it?  Obviously it is done, and it is/was ProE functionality.  When and WHY was it removed?  The article is useless as it does not give any additional information. What is the point of directing someone to it if it does not answer the question? Please, PTC, it's time to pull a clue.  It is NOT helpful to state the obvious as if the problem does not exist.Yes, there are multiple workaroun

To enhance your experience with PTC Technical Support, we are introducing three new features in January: Inline Images, Watchlists, and Case Tracking Labels. These enhancements are directly based on feedback from our customers and are designed to improve case information flow, tagging, findability, and collaboration.  Inline ImagesDuring Case Creation: You can now insert multiple images along with text in the "Additional Details" section when creating a case. This helps provide clearer context for technical issues. Images can be copied and pasted or dragged and dropped. In Case Comments: Images can also be added to case comments for better clarity. Note that inline images are not supported in ITAR, CUI, or NDA cases. Access Model: Case creators and watchers can see images in case comments. Others will see only the image name and upload details.  Watchlists for CasesManage Watchers: Other users in your company can add themselves to a watchlist to stay

Is anyone else having trouble accessing PTC knowledge base articles?  I've been unable to access any of them all day.  The search works fine, but no article will actually load. Every article page just show the oops message:  

The banner that appears on the eSupport Portal home page today contains links to articles that are not publicly viewable.  Please correct.  Thanks.          

Do you know the "Notification Tool" on eSupport Portal that allows you to subscribe to PTC content and product updates? There is a new enhancement recently to meet the user need to susbscribe to specific reference document.  If you are viewing a reference document, you'll see a "horn" icon on the top left of the page. If you are interested in this content and would like to be notified of any upcoming changes, you can click "Subscribe to this reference document". Of course, you can always "unsubsribe" on the same page by clicking "Unsubscribe to this reference document". There is also another way to manage your preference. Come to the "Notification Tool" and choose to delete your subscription directly.     

We like to submit a Not for Resale (NFR) License Request for the bundle Partner NFR - Arbortext Enterprise - Create Manage Deliver, which we can not select on the demo license bundle page. Ho do we get access to that NFR bundle?

https://www.ptc.com/en/support/customer-support-guide/processes-assisted-technical-support/providing-data-for-a-case When a support case needs to receive large files we need to use SFTP from the link above.  However how are we supposed to upload multiple files using this method.  The format C123456.zip doesn't allow for a second upload to the same support case.  Can you suggest how this should be done?Would C123456.v1.zip, C123456.v2.zip ... be the correct approach - will this work?  If not what should we use?

Hello, want to download this file MED-60891-CD-560_10-1-0-0_Creo-View-Clients.zipaccording this Article - CS401112 - Creo View 10.1 and Creo Illustrate 10.1: Important information about this releaseand this helpDownloading Creo View I can't download because i don't see the Creo View Clients link on the page. Is it possible that i'm not authorized as described here?2.Click Order or Download Software Updates. The Authorized Use Only page opens. And how to authorize? Thank you

We apologize for any inconvenience caused by yesterday morning’s site availability issue. The site has been restored, and our Systems team is actively working to resolve some ongoing latency on PTC.com and the My PTC Site. I'll post an update on this thread once this work is complete. Thank you, Peter.

We downloaded a Creo assembly file from Enovia for a product development. But, we are encountering significant issues with the file, as it lags right from the moment we try to open it. We haven't experienced this type of problem before. Despite our best efforts, we have been unable to resolve the issue. Therefore, we are seeking technical support from the Creo software team. This is critical assembly for the further development with iterations we expect the support from technical team in higher priority.  

I manage eSupport access for my users, some of which have left the company. How do I remove these accounts from the eSupport account management list?Thanks in advance.

Hello,   When I get to the eSupport main page I cannot see any of the cases I opened :   When clicking on "View request history" another tab opens but I get the following error : Would someone have any clue on what is happening here?   Thank you very much Best regards

An alert was posted on the support site today, but the article link is not available in English.  Seems odd that the alert would be available in English but the article not.   https://www.ptc.com/en/support/article/CS423168

PTC Customers and Partners, Please be aware that the our Business Continuity team is working to restore service after the recent outages affecting many servers globally. We have a path to address the issue, are prioritizing customer-facing systems and should be back online soon.We deeply regret any inconvenience this may have caused you and your organizations. Thank you, Peter.

Every while, when trying to access support.ptc.com it results in aBad RequestYour browser sent a request that this server could not understand..This happens just before signing in.In the console I see this error:GET https://support.ptc.com/appserver/common/login/ssl/login.jsp?dest=%2Fappserver%2Fcs%2Fportal%2F&msg=1 400 (Bad Request) What can I do?

I cannot open "Manage My Web Account" in esupport page and return to esupport main page.Manage My Web Account How can i fix ? 

Please accept our apologies if you're one of the users currently impacted by web account privileges issues on the PTC eSupport site. Symptoms are inability to log cases and view article details.  The Systems team is currently re-processing all affected accounts, and we'll share an update in this forum once the job is complete. For more details, please see today's Service Alert. Thank you.  Peter.   

We are excited to introduce PTC’s new Manage Licensing application, launching May 13, 2024, for all ThingWorx and Windchill products. This isn’t just an upgrade – it’s a thoughtful redesign with our customers’ feedback in mind. The Manage Licensing app is a self-service tool that is integrated with the eSupport portal and will be accessible through the same License Management links that you use today. The app will eventually support all PTC products with a consistent licensing workflow – the first release in May will exclusively support ThingWorx and Windchill products.Users of the Manage Licensing app can look forward to:Licensing host configurations that will be saved for future useThe ability to install and track products used across orders and licensing hostsThe ability to move products between licensing hosts and change quantities in real time You can learn more about the Manage Licensing app and its features by visiting our FAQ. In the meantime, let’s get the conversati

I no longer receive support emails. The last one is from last Thursday.   In addition, Performance Advisor data has also not been updated since yesterday morning (CEST).   Does anyone else have the same problem?  

Below article is no more readable   [Knowledge Hub] Windchill PLM Data Model   https://www.ptc.com/en/support/article/CS357651