PTC eSupport Help Discussions

Hi all Do you get tired of the login at https://www.ptc.com/en/support? Almost daily, I visit that site and have to start out by typing my long email address and a password. By contrast, I can come here to the community and just click on 'Log In', it has my identity saved. The community site is more convenient  (using session cookies or jwt or similar) thanks Rick

Just a quick heads up to let our users know that a couple of folks in PTC reported a strange formatting issue on the Knowledge Base search today, with the page looking like this:  In case you're impacted, hitting F12 and removing and cookies under the support.ptc.com domain starting with utm* , then refreshing the page should resolve. We're investigating further.. 

The 'Export to PDF' function available in KB articles is adding a bunch of extra 'garbage' to the PDF generated from the selected article.  These 'cookie confirmations' are not present when viewing the article directly.      

12.0.2.2 is missing from the list of available date codes in the case logger tool. 12.0.2.2 came out on October 27th.  

Please adjust the case logger recommendation algorithm to stop encouraging users to post their question to the PTC Community instead of opening a case when their case description includes the word (or file attachment named) "traceback".  No one on the PTC Community can analyze these files.  Only TSEs can do this.  Having the case logger suggest they post to the community instead of opening a case doesn't help anyone.  Thanks.   ! : Fatal error encountered. A traceback has been written to! : C:\ptc\workspaces\traceback.log! : Please send it to Technical Support.    

I'm not sure if this is a global issue or a local one, but I am not able to access PTC's eSupport site.    

I cannot remember what the administrator login credentials are for FlexNet License Administrator.  Anyone know how to retrieve them or reset them?

Hi, For a long time now I cannot search *anything* on the support search page.Is there any reasoning behind it? Example: I search for "Windchill" and you would expect a result, right?I always get this screen, no matter how simple or complex the search is:  Regards,Steven Spierenburg

I would like to create an PTC account, and I cant' do it ? I need a customer number and site number to complete form. 

Version 94.0.4606.71 (Official Build) (64-bit) and seems to try to generate page  but only blank document is produced  

To get started on setting up notifications, first log in using the Login option at the top right of the site then hover over your name to access your account details.  

I have created a ptc account. Not able to download any software. while clicking on dowload software i am getting the access denied error message. Could you please resolve it?

I need the ability to export an Excel based view that can be easily filtered based on the users permissions from PTC account management. Current methods allow you to export with a comma separated field but this cannot be split easily.  Example:   ptccswebaccess PtcCsMaintVerified, PtcCsPrivSftUpdAccess, PtcCsPrivSftUpdAddress, PtcCsPrivLogCalls, PtcCsPrivLmLicensing, PtcCsPrivLmReporting PtcCsMaintVerified, PtcCsPrivSftUpdAccess, PtcCsPrivSftUpdAddress, PtcCsPrivLogCalls, PtcCsPrivLmLicensing, PtcCsPrivLmReporting PtcCsMaintVerified, PtcCsPrivSftUpdAccess, PtcCsPrivSftUpdAddress, PtcCsPrivLogCalls, PtcCsPrivLmLicensing, PtcCsPrivLmReporting PtcCsMaintVerified, PtcCsPrivSftUpdAccess, PtcCsPrivSftUpdAddress, PtcCsPrivLogCalls, PtcCsPrivLmLicensing, PtcCsPrivLmReporting PtcCsMaintVerified, PtcCsPrivLogCalls   We need an export similar to the "Manage Employee Privileges" .   See view attached. https://support.ptc.com/appserver/common/account/se

I am using Mathcad Prime 7.0 7.0.0.0may I know how to change the contract email address? I want to change from the user's email address to the IT person's email address.

Hi, I am trying to download an Eclipse plugin and when I click on DownloadSoftware I get the following message, "Access Denied - Insufficient Privileges - A problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience." How can i solve it?

The case logger is missing the latest version of Creo Parametric again.  Someone should really figure out how to make this automatic instead of relying on someone remembering to manually update this each time a new release goes public.  Creo 8.0.1.0 was released over a month ago.    

The case logger 'attach files' page seems to have slowed down significantly over the last several weeks.  The files themselves upload fast enough but then the little wheel sits and spins at 100% for an extended period of time.  I'm guessing at least a full minute.  Not sure if there is virus scanning or something else happening on the backend, but I've gotten burned by this thinking the attachments were successfully added only to find out later they never actually finished.  Now I'm real careful to wait until the page actually says it's done, but it would be nice to understand why it's hanging at 100% now when it never used to do this.  Thanks.  

Has something changed with the daily support emails?  I haven't received any since last week Friday.  I just double checked and my subscription is still enabled and there is nothing in my spam or junk email folders.    

Updated Renewals NotificationsWe have received continued feedback from our partners and customers through the Renewals Survey and our quarterly PTC Customer Survey, that you haven’t been happy with our automatic renewal notifications.   The notifications we are sending at 90 resp. 60 days prior to each renewal have been widely perceived as not very helpful or even confusing.   As a result of your open feedback, we have taken a holistic view of the renewal notifications approach, we are now happy to inform you of a few improvements.    DIRECT PTC CUSTOMERS We are now providing direct PTC customers with key information to verify and to generate a PO (Ship to, bill to, Payment Terms, ACV….) Overall, the contact information has been placed much more prominent in key sections of the email so it’s much easier to reach out to the right contact for assistance.   CUSTOMERS WORKING WITH A PTC PARTNER If you are working with a PTC partner, you will still be receiving n

Suggest an idea is greyed out. How to post idea? We have logged in but still We can not suggest an idea. We need a pattern which will be on curve equally displaced.

Since last Friday, I have been getting errors when I try to open an article from my emails in Edge. I can cut and paste the URL in Chrome and the article thread will open. Here is the message I get: Request Entity Too Large The requested resource/t5/3D-Part-Assembly-Design/color-to-holes/m-p/738230does not allow request data with GET requests, or the amount of data provided in the request exceeds the capacity limit.

Please make this article available again.  Thanks.   https://www.ptc.com/en/support/article/CS58783    

Hi Community,   I have a simple requirement to navigate to one of my menu items by using the data from the selectedRow in my grid widget. The requirement is to navigate to the Live Monitoring menu item on a new tab but when I select the targetWindow field to be either New or Replace the screen always go to the menu item Overview. This should the most simple of bindings but it only navigates to the correct place when i configure the targetWindow as popup, modal popup or full screen. Please help!

Unusable website! You can't find anything, you have to wander through the sections of the site in search of at least a hint of the necessary information. Can't download anything! It is written that a trial is available, I have registered, but it is impossible to download anything, there are always insufficient rights and DENIED.With such kind of policy, you will never acquire new users or customers. The site is terribly inconvenient! It's very hard to find needed info.How can I download TRIAL to try what is your product is???????P.S. Can't post this message several times! Because of error with LABELS.. NO USER FRIENDLY TERRIBLE INTERFACE!

EVERY time I search the search results show briefly and then are wiped out and replaced by results from a search done months ago. This makes eSupport useless. I have refreshed my browser and deleted all cookies. This seems to come from the PTC side.