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Learning Connector issues (?)

Re: Learning Connector issues (?)

Antonius,

Apologies for the intermittent trouble with the help center in Learning Connector for Creo. We are working on investigating and resolving the root cause. We do know that it is not related to IE9. I will follow up with PTC tech support to make sure they have the correct information.

We will get this resolved as quickly as we can. Thanks for your patience and for reporting the issue.

Regards,

Kim Springston

PTC University

Re: Learning Connector issues (?)

Back in the days when I've had active maintenance I was also told that elearning licence (PrecisionLMS) is required to run learning connector.

Couple of times I was able to run learning connector without with just the maint activated, but only some of the vids worked, some didn't wanna work. And what did work was mostly the basic stuff so I said "pfffffff", and never bothered with Learning Connector again.

Is it any good? When it does work.

Re: Learning Connector issues (?)

Thanks for responding here, Kimberly. I re-opened the case this morning as well.

This use to be a real problem with network plot queue's as well. Seems something very similar is happening.

Re: Learning Connector issues (?)

It does require a PrecidsionLMS license and with maintenance, at least with my re-up the Windback elearning library was included. It is an extremely limited version of the elearning library with only the upgrade enhancement sessions. But you also get the Learning Exchange video library.

The only thing I found it useful for is some level of context sensitive help making it a little easier than the installed help search tool. What is really annoying is that the failure is from the same help resource as you have installed, except that it points to PTC's web site. And it makes you log into your account when you choose to explore a subject that it brings up. A choice to make the Learning Connector use the help files on my computer without logging in would is just about warranted.

Re: Learning Connector issues (?)

Hello all,

Here is an overview of the 4 components in Learning Connector and what is needed to access.

  1. Video tutorials - no ptc.com login or eLearning license required. The videos are played directly in Learning Connector. The tutorials are also included on Learning Exchange (http://learningexchange.ptc.com/) which is free but does require that you login with a ptc.com account. No special privileges on your ptc.com account are required.
  2. eLearning topics - an eLearning license is required to access this content. You will be prompted to login using your Precision LMS account, which is tied to your ptc.com account, every 24 hours.
  3. Help Center - requires you to sign in with your ptc.com account and the account must have a software maintenance entitlement on it. There is an initiative in the techncial publications groups to make the Help Center publicly accessible which will eliminate the ptc.com account login. I believe this is planned for Creo 3.0.
  4. Knowledge Base - requires you to sign in with your ptc.com account and the account must have a software maintenance entitlement on it.

Hope that helps clarify what should be happening. If you find your experience is different please open a case with tech support for follow up so we can investigate and fix.

Regards,

Kim Springston

PTC University

Re: Learning Connector issues (?)

That helps a great deal Thanks again, Kimberly!

Re: Learning Connector issues (?)

I can't believe this is still an unresolved issue by PTC.!!!

Here I am almost 1 year later and I am dealing with the exact same scenario as Antonius. Same run-arounds, same hand-offs, pointing to everything else... I.E., Windows OS, a config.pro option called "enable_socialink" set to "no". All of these to still no avail. Nothing makes it work. PTC doesnt know what else to do. They drop the calls, etc... @ Kim Springton... we all know what PTC Leraning Connector is "supposed" to do.

I have performed hundreds (literally) of installs since Pro/E 16 (1994) and up to Creo 2.0 M080 and have never seen anything like this. A member group from Canada, who are staunch Solidworks users were forced to use Creo and they cant seem to get the Support, Help they require for the past two weeks. They're hating every minute of it. I find it unbelieveable. The competition between Solidworks and Creo is fiercer than ever, Im affraid to say that Solidworks sitll edges Creo by a long shot. And these users are determined to prove it. sadly enough.

Re: Learning Connector issues (?)

Hi Frank,

I am sorry you have had difficulty trying to resolve this issue. Getting Learning Connector up and running shouldn't be difficult. You probably know this already, but when you contact PTC's technical support, be sure to get a call number. If you feel the support you are receiving is not helpful, you should escalate the issue. The TS engineer or the operator can help you do this.

I suspect the issue you are having is different than Antonius's issue because its root cause has been resolved for quite some time.

The issue posted by Antonius appears to be related to Learning Connector's communication to the Help Center. As mentioned, it has been resolved for quite some time. From the error messages mentioned early in this thread, I can see there is a ajax/JSONP timeout for a request from Learning Connector to PTC's Help Center. We also know that there is a syntax issue with the response from PTC's Help Center. Since there is a syntax error, the response is not seen by Learning Connector. These special case errors in PTC's Help Center responses have been resolved, so you shouldn't be seeing them today.

To clarify some of the items noted above.

  • Creo's Learning Connector does not use Java on the client, so Antonius' observation that the error occurred after updating the JVM is probably just a coincence.
  • I am not sure why it was suggested you set the config.pro option `enable_socialink` to `no`. It should not be relevant to Learning Connector.

If you are having problems starting Learning Connector here are some things to investigate:

  • If you don't see the Learning Connector button you may not have Creo Platform installed for your version of Creo. Creo applications such as Learning Connector communicate with each other through the creoagent.exe which is apart of the Creo Platform. Normally this is installed automatically with Creo's installation software. If you don't have it or it was accidentally uninstalled, you can install it manually: "<cd image directory>\install\addon\creoagent_32_64.msi"
  • Google Chrome Frame (a plugin for Internet Explorer) is not supported with Creo Learning Connector. You should uninstall it if you want to use Creo Learning Connector.

If Learning Connector is starting and:

  • you are having an issue like Antonius', where the help center is not responding or sending back an invalid (syntax error in response), then I believe it must only occur in rare/special cases. Technical Support should be able to help identify what is needed to reproduce the issue on their end so they can work to get it fixed.
  • If you checked the above, then you may have a firewall or proxy server that is blocking traffic to some or all of ptc.com.

I hope the above helps you make progress with debugging this. If you continue to have problems, please contact PTC's technical support and if necessary escalate the call if you don't feel you are getting acceptable support.

Darcy Parker

PTC University

Re: Learning Connector issues (?)

I'm just going to come right out and say it... Someone at PTC needs to be fired. Apparently no one bothers to do their job anymore. What happened to accountability, attention to detail, customer service, and "going the extra mile" to make a good impression?

These are dying and outright dead concepts, aren't they?

Early today I opened a ticket with PTC Customer Support wondering why the Learning Connector (which was working recently) suddenly stopped working. The cause- Internet Explorer 11. That I can find, this information is available nowhere on PTC's website. This is maddening.

So Internet Explorer 11 for Creo 2.0 M100 is "supported" but not for the Learning Connector? We're using Creo 2.0 M100 and we expect that means all available services will also work with this tool.

Internet Explorer 11 was released on October 17, 2013. That's nearly a year ago... yet PTC was somehow caught flat-footed getting the Learning Connector to work with this browser? I guess Microsoft "sprang" it on them.

Ah- but certainly I'm just being a big jerk expecting PTC to keep in step with every release of Internet Explorer. I'm displaying a fundamental misunderstanding of the rigors and complexities of releasing software in the modern age, aren't I? I'm surely just being a fool, right? Way back on October 26, 2012, Microsoft released Internet Explorer 10 for general use. Of course the blasted Learning Connector must work for IE 10, right? Not according to customer support! The support tech tried to talk me into downgrading to Internet Explorer 8. I am not making that up. IE8 was released on March 19, 2009!

This is just unacceptable.

Integrated availability of help, training, and custom content was a major pillar of Creo 2.0's "ease of use and adoption". How in the world can this be flubbed so badly? And more importantly, how does this kind of thing keep happening. If Steve Jobs ran PTC, heads would roll for such epic fumbles.

I won't even bother going off on the rant of epic proportions Creo/Windchill interoperability has coming. An entire team of people need to be fired for that mess.

For things like this, someone really and truly needs to be fired.

Yes, fired. Not reprimanded. Not given a negative performance evaluation with ample opportunities for corrective action. Not retrained... just fired. Someone from HR needs to arrive at their desk, have them pack up all the cute photos of their kids and pets and loving elderly parents... and unceremoniously rip the badge from their shirt and escort them to the front door.


Ya know what's missing in corporations today? I've become convinced... it's fear. There's no fear of failure. There's no fear of losing your job. Employees sit around noodling on Facebook, calling their significant other, looking at cat videos, and just going about their day as if the job is just some inconvenience they must endure for a few hours. What's missing is any sort of passion for putting out a rock solid product, for crushing your competitors by beating the snot out of them in every possible way, and for true leadership and vision.

Someone at PTC needs to wake up. Quit buying new companies. Quit blowing wads of cash making changes to the software interface. Quit golfing. Quit putting more money into sales and salesmen than into product development and support. Quit valuing image and flash over substance, speed, and reliability.

And for the love of all that's holy... if you're selling interoperability, ease of use, and ROI then all of your products should work together before they are released. When I click a button on the screen, the button had better work. If your sales literature touts a feature, that feature needs to function right out of the box with no excuses.

There is absolutely no excuse why the Learning Connector doesn't work with Internet Explorer 10 or 11. No excuse at all... and someone needs to be fired.

Re: Learning Connector issues (?)

Say what you really feel, Brian... go ahead, let it out!

This is the worst joke ever on PTC's part. I've even had the "responsible" person reply to me at one point to provide profuse apologies... yet, the problem continued on and off for the remainder of my subscription. It was really bad code that tripped up the dialog. And rather than fix it, they continue to blame M$.

Why not just build some robust code around it? Is it just one of those ignored children of PTC that doesn't get funded? Is it simply outsourced and managed as complaints come up? How do you get complaints when people simply give up on it.

I remember being very vocal about it and things changed for a short period of time. Almost like they left someone at the switch to manage choke holds on the server. Since PTC wanted more money for less services (yes, the learning connector is an OPTION of all things!), it seems they are simply shooting themselves in the foot by not standing behind the miniscule level of help that a user can obtain. At every turn, I learn more about Pro|E from this forum and other user resources than I do from PTC. Their promise for improved help is also a joke! Where did half the data go in the Creo 3 release? The search function is the same stone age engine used since the "release xx" days! WHAT!

PTC is digging its own grave like it has so many years now. We use this "thing" because we know it or our employers are still under the PTC spell. However, There is no sign that PTC values me as a single seat user. I simply see us being abused by both the VARs and PTC itself. Two price increases in as many years! For what? How long did Creo 3.0 take to get released? Did my customer support really improve? Did the software really get that much more robust or feature filled? To all these I can honestly say NO. Trust me when I say that the learning connector is the LEAST of my quibbles with PTC.