PTC eSupport Help Discussions

We’re aware of the current access issues affecting PTC.com and PTC eSupport. Our team is working with our service provider to restore full functionality as quickly as possible. Thank you for your patience - we’ll share updates here as soon as they’re available. Peter.

I'm trying to troubleshoot some issues today and it seems like most of the support articles are missing from the KB search results.  I suspect maybe a search index issue, but not sure.  I just know it's making it really hard to find solutions.  I'm resorting to other search engines, but even those seem to be finding only a subset of what used to be there.   Simple example.  This should return dozens, if not hundreds of support articles:    

Hello, I am getting the following message when trying to access the support case website. Is there anything I need to adjust on my account to be able to access this website? Thanks,Tanner 

Hi @PeterCase  the last daily message from support arrived last Friday.   Yesterday and today, nothing, not even to my colleagues at work.   Has anyone else encountered the same problem?  

I cannot get the PTC TS KB search to load today? https://www.ptc.com/en/support/search

Since Thursday of last week, the Performance Advisor dashboard for Windchill and Creo has not been displaying any data (see attached images).     The problem is definitely not on the user side but on the PTC side, as there are already several open support tickets regarding this issue (see, for example, CS454950).   Can other users confirm what I have written above?    

@PeterCase, I wanted to point out a couple of support articles that are no longer visible even though they are referenced in other articles.:   https://www.ptc.com/en/support/article/CS454021 https://www.ptc.com/en/support/article/CS438073   Both relate to the issue raised in this discussion   https://community.ptc.com/t5/Windchill/Tasks-disappear-every-day-between-4-5-PM-PST/m-p/1001708   Is it possible to check whether they have been modified and can therefore be made available for consultation again?   Thank you  

Since 11-Sep-2025 I've been struggling with the problem that I can't upload attachments during case creation, but also afterwards.   If it happens during case creation, messages appear saying that the upload didn't work and to try again or delete the attachments.   After the case has been created, the behavior is such that you don't even receive a message.The only way to notice it is to check the case history and see if a corresponding entry has been added for the attachment.   Switching to the legacy case view doesn't help either.   I've already reported the problem to PTC support via the case 17915739 (the linked page isn't publicly accessible).Are others affected by this problem besides me?   Regards,Domenic

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.  

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