PTC eSupport Help Discussions

When a user changed his email address using upper- and lowercase characters in his name (part before @), the system was not able to change it, we got this error only:     ERROR: E-mail address invalid.   Later on i got answer from PTC University supporter, they changed all characters of name to lowercase and then it worked.   I think PTC should correct here something - standard RFC say nothing about such limitations in name of e-mail addresses.

The Case Logger (https://support.ptc.com/support/feedback/web-account.htm) has a (too) simple GUI, more or less only Subject and one Comment field. No possibility to add a screenshot or upload something else.   Later on after Submit you get a simple text confirmation only, no case number or other useful information. I got also no email notification with new case number. I was not able to find this case when i searched for all my cases with all different case types. At end i need the help from our TSAM, she was able to find it and gave me the case number.   Now i was able to open and view the case. But there were no comments listed, no additional information visible, only the Subject (title) but not my text from Comment field. Later on PTC University supporter told me, this text is only PTC internal visible.   For me it seem there is some potential do to it better and customer friendly...

After I opened a support ticket, the browser jumped to the screenshot page. I don't know whether the case is logged or not and I can't track the case.

PTC is committed to improving our customer's web experience. PTC's Customer Experience Design team is conducting an online activity to better organize PTC's Knowledge Base website. Your participation will directly influence the future organization of the Knowledge Base.   This activity takes 10 - 15 minutes and only requires a web browser to complete.   Please complete this activity by end of day Sunday, May 16.   Start activity

For the last several weeks, the PTC Technical Support Search has been replacing my current search term with an older search term.  This is repeatable across multiple browsers (Firefox, Chrome) regardless of whether I delete my complete internet history or part of the cached settings.   In the image below, I searched for the text "MBR drive". You can see that as soon as the results page displays, the website replaces "MBR drive" with "wt.index.server.solrAdminPassword", a search I ran about a month ago.   How do I get the PTC website to retain and display the current search term?  

Something has changed for the worse with the case logger.  Every time I type a couple of characters the whole page hangs.  It seems to be waiting for information to come back from the server.  It does this when I attempt to select a product and continues to do this every time I try to add another word or two to the description box.  See attached video.  Thanks.   (view in My Videos)

For some reason Update Advisor is listing fixes that don't apply based on the selected *starting* version.  Here are two examples.  Both of these were already corrected *prior* to 7.0.3.0 which means they don't apply if upgrading from 7.0.3.0 to 8.0.0.0.       Example 1:   Example 2:    

I opend a lvl 2 support  case two months ago, the support team just keep changing assignee again and again. No time limit for your support case?

Document search returns error regardless of what I search for. See image below. Why ?  

Hello, Creo 4 M150 is officially released, would you please check and update the Update Advisor tool (is missing from the drop down list).   Thank you. Elena Istrate

I'm seeing a notice about proactive support recommendations at the top of several different KB articles:   Following the "click here" link to view all of the current recommendations leads to this:     Where do I go to cleanup, remove, or archive these old recommendations so they don't keep showing up on the articles?   Thanks.

I'm curious if anyone else is noticing an increase in the amount of time it takes to get meaningful responses and/or appropriate case resolution from PTC Technical Support.  I haven't gone through and attempted to quantify it yet, but it seems like there has been a steady decline in how quickly tech support is able/willing to respond to cases with useful information.  Over and over I keep getting responses like 'requesting more time' or 'talking to design leads'.  It feels like these are just resetting some internal clock for a couple of weeks to keep a TS manager happy but that nothing is really happening.  I have several cases with very simple questions that have been open for many months now.  It feels like either no one is working on them or there is no one left in tech support who actually understands how the products work.  Is it just me or are other customers sensing a decline as well?   ------------------------------------------ To provide a l

It seems odd that the subscription renewal inquiry page offers no information on what each subscription contains.  How would we know if we should remix a particular subscription without knowing its contents?  I looked around for another page that might contain this information and didn't see anything.  Does a different page exist somewhere that shows what products and licenses are included in each subscription?    

Files attached when creating a new case are being stamped with the wrong time.  I created a case 45 minutes ago and attached thee files at the same time.  Those files are all stamped with a future time that hasn't occurred yet and this is messing up the sort order with the rest of the case activity.  These three attachments should be at the bottom of the page since they are actually the first activity.  It seems that UTC times are being displayed but then called EDT, which they are not.  

Quick heads-up: We just added a dedicated page around renewals on ptc.com. Page is brand new and lists a bunch of downloadable items meant to guide you through your next renewal. More stuff will be added and page will also get localized.   Any questions, let us know!   ➡️ https://www.ptc.com/en/customer-success/renewals

You turned off the Search overview Breadcrumb and instead give tips to the new format.  BUT NO where is there a way in your new format to get back to the link that will allow me to start a new case once I have searched the KB!   Please reactivate the Search Overview Breadcrumb link!

I cannot open new Support Case The UI is broken. Tested on Chrome and Edge. In the case of Edge, no Extensions where running at the moment.

Not seeing any downloads at all this morning. Everything I choose says "0 date codes for...". Is there an issue?

Anytime a case is opened with tech support a canned response is immediately sent out and added to the case: "Thank you for submitting your questions to us.  Case#<case number>: <case description snippet> has been created."   Recently I've been noticing new copies of this message being are being sent out and added to already open cases.  Initially I thought maybe the case had been reassigned to a new TSE, but that does not appear to be the reason.  Today I escalated a different case, and as soon as I hit the 'Save' button on the escalate form I was sent another one of these 'new case' messages (for my already existing case.)  I'm wondering if maybe there is a bug somewhere that is triggering these new case messages to be sent out when they shouldn't be.  I do have the 'ref' numbers from the messages if someone want to track them down.  Thanks.

I'm not sure what else is supposed to be at the bottom of the SPR pages, but it never finishes loading.  This is all SPRs, across all browsers, and from all locations where I access ptc.com.    

Can someone explain what's going on with article numbers?  The URL makes it look like they've had three digits added to them, but the article number displayed on the page does not include these extra digits. Are the articles also going to be updated to include these extra digits?  I'm in the habit of using the URL to snag the article number, but now I'm hesitant to do that.  Just curious what the end goal here is.  Thanks.  

Is anyone else having problems creating new tech support cases?

I am unable to hide one of the new panels on the support home page.  See attached video. (Also attached.)   (view in My Videos)

Hi, for me the popup window notification that the menu has changed on support.ptc.com is coming up on each new screen/page that I open, especially in private mode (firefox). As this is a modal dialog it required to click it to go away. This is very distracting. Please fix.

When I try to log a case now, the Support Assistant is asking for a Guid. I just picked one at random. What is that number?