PTC eSupport Help Discussions

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    

I am not able to raise a PTC case as it is showing only Mathcad as an option under the Support Assistant title. Requires further dropdown options related to PDM. 

I've noticed this with others in the last days that when they share links from PTC Thingworx Help, the links now contain some encoded ID and basically become unreadable. It doesn't happen to me, might be a browser thing. The links they have look like this: https://support.ptc.com/help/thingworx/platform/r9/en/?_gl=1*19yh7tx*_ga*MjE5MzAzNTI0LjE2NzQwNTk5Mjg.*_ga_1QBT6P6HR1*MTY4ODU3MDg3MS4xMzkuMS4xNjg4NTcwOTA3LjAuMC4w*_ga_CBN5QVB9VJ*MTY4ODU3MDg4NS4yNS4xLjE2ODg1NzA5MDcuMC4wLjA.#page/ThingWorx/Help/Installation/DeploymentArchitecture/thingworx_deployment_architectures.html# (for me it still looks like this:https://support.ptc.com/help/thingworx/platform/r9/en/#page/ThingWorx/Help/Installation/DeploymentArchitecture/thingworx_deployment_architectures.html#) It's quite inconvenient to share those long links, plus there is the question if this code contains private data about their session or user. Anyone knows what's going on there? 

I was trying to troubleshoot a problem over the weekend, and no matter how I searched, the knowledge base would not return any useful information related to the topic.  Eventually I switched to Google which led me to an alternate language version of the article I needed.  Fortunately, Google Translate was able to convert this to something I could read, and I was then able to download the required script.  It would be helpful when searching to know if there is relevant information available in other languages, especially when public access to the English version of the same article is being blocked.  

I cant even start a support case, where do i find my SCN number.  When yrying to start an assistance case i get no where, the site does not load any further than the next button?  what gives how do i reach out for support?

Today I wanted to add a comment on an open case.I realized that I can't make any changes at all.The case is open and being processed.Case 17157654

I'm attempting to contact IP-Legal@ptc.com as instructed on the PTC Open Source Software List page and the messages are bouncing back.  Apparently, this is an internal email group and people outside PTC are not allowed to send messages to it.  Obviously, this won't work for a public facing email address.  Can someone please change the permissions on the group or update the page with an email address that will accept messages from people outside PTC?  Thanks!