PTC eSupport Help Discussions

Hi, I see that ESI customization documentation (e.g. (12.1.2.0) ERP Connector Customizer's Guide) is recorded as Scope=Administration & Installation. So that anyone (customer, TSE, ...) searching for Document Type=Developer Guides will not find such documentation. KR, Charles.

Is anyone else having trouble with search results from the eSupport site?  No matter what I search for, I just get a blank page back.  I've tried multiple browsers.  (@PeterCase)    

Hello, PTC after-sales team, currently my administrator account cannot submit questions and apply for licesne files, please help ------------------------------------- Translated the text from Chinese to English using Google translate by community moderation team.Subject: 您好，PTC售后团队，目前我的管理员账户不能提交问题和申请licesne文件，请您帮助处理Body: 您好，PTC售后团队，目前我的管理员账户不能提交问题和申请licesne文件，请您帮助处理 -------------------------------------

I have created 2 cases yesterday for Windchill. I cannot see those cases under our Meta account. Can someone provide a phone# where we can call and explain our queries? Need help ASAP please.   Sincerely Raj  

Is it possible for someone to clean up the support URLs and remove all the Google Analytics stuff that has been recently added?  It makes the URLs long and messy, and manually stripping it out every time I copy and paste something is annoying.   Current URL: https://support.ptc.com/help/windchill/r12.1.2.0/en/?_gl=1*u26zwc*_ga*NjEzMTM3MzcwLjE2NTg1MTMyMDg.*_ga_1QBT6P6HR1*MTY3Nzg1NTU5MS4xNTMuMS4xNjc3ODU1Njk0LjAuMC4w#page/Windchill_Help_Center/WVSPrintManagement/WVSAdminJobSchedulerFilters.html# https://support.ptc.com/help/windchill/r12.1.2.0/en/?_gl=1*u26zwc*_ga*NjEzMTM3MzcwLjE2NTg1MTMyMDg.*_ga_1QBT6P6HR1*MTY3Nzg1NTU5MS4xNTMuMS4xNjc3ODU1Njk0LjAuMC4w#page/Windchill_Help_Center/WVSPrintManagement/WVSAdminJobSchedulerFilters.html#   After extra garbage is stripped out (how it used to look): https://support.ptc.com/help/windchill/r12.1.2.0/en/#page/Windchill_Help_Center/WVSPrintManagement/WVSAdminJobSchedulerFilters.html# https://support.ptc.com/help/windchill/r12.1.2.0/en/#p

Is anyone having trouble creating a new PTC eSupport account? e.g. invalid email address    

When trying to connect to https://www.ptc.com/en/support/ I am getting  Service Unavailable - DNS failureThe server is temporarily unable to service your request. Please try again later.Reference #11.c4f655f.1684313244.3ed7273 Our IT department have investigated here and are telling me this is a PTC problem; is anyone else experiencing the same, or have a solution? 

I get an 'Access denied' when trying to access the support ticket I have just created 

Please delete my account

Is this even tool supported anymore?  Update Advisor (ptc.com)What should we be using?  

We are a PTC Implementer customer and Mathcad is the only option I have when opening a support ticket.

============================================== Please note the survey below is now closed. For other ways to share views and ideas to continually improve PTC's License Management experience, see replies inline. ==============================================   We are transforming PTC’s License Management Experience and you can help.   To get started, please complete this short survey . The survey helps us to understand your experience managing PTC products. Understanding you will help us to improve.   Link to the survey: #####   Have an even bigger impact by joining The PTC License Management Experience Forum. The forum allows you to try out new license management functions and provide feedback   Join the #####--------------------------Note from Community management: we edited this announcement to remove the survey links as it is now closed"--------------------------

Every case I try to view says it does not exist.  Is the case viewer down for maintenance?     The URL looks like it's correct: https://support.ptc.com/appserver/cs/view/cards_call.jsp?n=16746918  

The case logger is missing Creo Parametric 9.0.3.0. There should really be some way for this list to automatically update anytime a new version is released. Creo 9.0.3.0 has been available since the beginning of January.

I want to unsubscribe to some articles, but the "unsubscribe selected" button doesn't seem to do anything. Can anyone check or confirm? I've tried Firefox and Chrome.Thanks!

Does anyone know how long it typically takes before update advisor lists the latest product version available?  For example, Creo Parametric 7.0.4.0 was released last week Wednesday (on the 19th) but it's still not available in the Update Advisor tool.  

Now have no information about license because seller company already close how to change online supervisors for manage license 

Our company was renamed. Therefore, it was also necessary to change the email address associated with my PTC user account.Previously, I was able to authenticate with my PTC user account credentials at https://my.kepware.com as well.However, the login fails since the change of the email address. I can successfully log in with my PTC account at https://support.ptc.com. However, I can no longer log in to https://my.kepware.com with the identical credentials.   Resetting the password of my PTC account did not help.To the PTC staff here: What do I need to do?    

I am trying to create two new accounts in WAM The system is showing that the account already exists.Only creation of two new accounts in WAM? The system is showing that the account already exists. Could someone tell me where I can have support within the PTC site, or E-mail

Our company cannot download these libraries, as our system is flagging them as malicious.  Is there a POC I can work with to resolve this with ZScaler? https://www.ptc.com/en/support/enablement/AdditionalCreolibraries 

Unless I'm doing something wrong (which is entirely possible), the updated knowledge base search page feels like a huge step backwards.  I've completely lost the ability to search for results for a single product (Creo Parametric.)  Now I'm getting results for everything under the 'Creo' umbrella.  The search has become worthless.     Google is smart enough to only return 81 results, and that's without doing any manual filtering.  

When I created my account, I noticed the above.   Please fix.   Either remove the challenge or replace it with an actual challenge.   Not only is it easy to OCR the underlined numbers, look at what is in the HTML that is sent.       Please enter the <u>underlined</u> numbers only, in order: <input type="text" name="ptc_challenge" /> <input type="hidden" name="ptc_challenge_md5" value="d46b5563235785cb406f053a22ec6288" /> <input type="hidden" name="ptc_challenge_time" value="1671108352228" /> <input type="hidden" name="ptc_challenge_mask" value="101100" /> <input type="hidden" name="ptc_challenge_string" value="173304" /> <u>1</u>7<u>3</u><u>3</u>04       So, a spammer can just read the mask and apply it to the string, and spam you folks.  They don't even have to do OCR.

Hi All,I've been trying to use eSupport and am getting the following: The page isn’t redirecting properlyAn error occurred during a connection to www.ptc.com.This problem can sometimes be caused by disabling or refusing to accept cookies. Anyone else seeing this? Thanks,-Jim 

For any customers who attempted to log in to eSupport applications between 11::00 and 13:30 (US/Eastern) today please accept our apologies. Planned network maintenance resulted in an unintended shutdown of a VLAN, causing authentication failures for some internal and external applications. All services have since been restored and our Infrastructure team will carry out an After Action Review to prevent any future re-occurrence. We're sorry for any inconvenience caused,     

As mentioned in the subject, are the site taken down? or the access path is relocated somewhere else?