PTC eSupport Help Discussions

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!      

HelloI am entitled to log cases in eSupport settings, but run into an 'Access Denied - Insufficient Privileges" error when I try to get assistance anywhere or log cases. Thanks,Garrett

Is anyone else having trouble reaching PTC's licensing area of the support site?  I've been getting this every time I try today:     I'm trying to go here:  

When trying to access the PTC case page, the following message appears and cannot be accessed. Please tell me what to do. Access denied. You don't have permission. We were unable to verify your girlfriend's web account. Check your account in My Account Summary.  I also tried the "access upgrade" that you previously suggested, but the attached image screen remained displayed and I was unable to access it.

When I accessed the PTC license acquisition page, the following message was displayed and I was unable to acquire a license. Please tell me how to resolve. "Access denied. You don't have permission. There was a problem with your web account. Please contact the eSupport Help Community to resolve this issue. We apologize for the inconvenience."  

I have no path to do so.

When I go to the new Case Traker page, none of the support cases display.  When I select from that page "Revert to Legacy Case Tracker", it will at least show the filters I can use.     However, even when I do go to the legacy page it takes either a very long time to display the cases or not at all.  Most times it just keeps showing "Loading......"  Why isn't the new page or the old page working?      

the phone auto answer machine is big waste of time, and it hung up on you after long lost time, is there any way to speak with a human? 

I have an invoice, I need my SCN number and product number so I can enter a ticket correctly. I need to get my license so we can use the software. I don't want to talk to the community I want to communicate with a PERSON.

The knowledge base release filter is missing '13.0'.     https://www.ptc.com/en/support/search/#q=hardware%20sizing%20guide&f-ts_products=Windchill%20PDMLink&f-ts_product_category=Windchill  

Dear Support Team,we recently purchased the mathcad software, while trying to install the software, we are unabe to access the software and manage the software from our account, we are not getting the emails from the PTC for accessing and managing the account. while trying to reset the password, we are not receiving the password reset email from PTC. so we are unable to access the product and install the same.Looking for your support to access our account to install and activate the product.we are looking to install the product urgently. Looking for your support ASAP.With Regards,Ehsan Mahdavi

Hi have the 0same problem. I just create my account today and when I try to log in this error pops up.  Hope that I can get any help 🙂 Thanks in advance.  

When sending feedback on a KB article, the text is entered in a box driven my TinyMCE. These days you get a warning popup "A valid API key is required starting 2024".