Creo 4.0 Help site loads very slow or Fails to load

[cruf]

Several people at my company and I have had a LOT of trouble getting the help web page to load for Creo 4.0.

I have tried it on Chrome, IE 11, Firefox 57, on my company network and at home.  Sometimes it loads quickly, but often it fails to load at all, other times it takes 90 seconds or so.

PTC says I am the only one that has this issue. Please try it on multiple browsers on various networks and post your results.

 http://support.ptc.com/help/creo/creo_pma/usascii/index.html

Thanks

Chris

[TrainStopper]

Me Too, over 2 minutes and still just the loading progress bar not really moving past that last 1/4 bit

Walt

[dschenken]

Try http://support.ptc.com/help/creo/creo_pma/usascii/#page/introduction%2Fabout_PTC_creo_help.html

[cruf]

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@dschenken wrote:

Try http://support.ptc.com/help/creo/creo_pma/usascii/#page/introduction%2Fabout_PTC_creo_help.html

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this site is slow as well, actually the same behavior and did not load.

[TomU]

Yep, same issue.  Sometimes it loads and other times it doesn't.

[dschenken]

Interesting. I have a tab open to the help and it shifts from topic to topic very fast. But I open a new tab and it freezes at partially loaded. So it may be choking on loading the javascript that is then used to load the page contents or on google analytics. It looks like the server at PTC is failing to send the .html files for each of the sections. There's a thing called Incapsula_resource....js that loads, and unzips, that seems to load all the rest, or not. I'd say it's a failure on the PTC end.

[cruf]

thanks for that detail - can you see how it compares to this?

Interestingly the Creo Simulate site loads without any problem.

Creo Simulate- http://support.ptc.com/help/creo/creo_sim/usascii/

[TomU]

Yes, simulate help load fine.

[MartinHanak]

Hi,

download installation media and install local copy of HelpCenter.

[cruf · Accepted solution]

Update 2 solutions:

A second URL option is using HTTPS is faster:

https://support.ptc.com/help/creo/creo_pma/usascii/index.html#page/introduction%2Fabout_PTC_creo_help.html

Or download installation media and install local copy of HelpCenter. (as Martin Hanák suggested). I agree this is possible but I need this to work for 350 engineers at my company and most of them will never install the help, the web site will get used often.

I hope that PTC fixes the original URL as it is simpler and embedded into Creo.

Chris

[RandyJones]

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@cruf wrote:

Update 2 solutions:

A second URL option is using HTTPS is faster:

https://support.ptc.com/help/creo/creo_pma/usascii/index.html#page/introduction%2Fabout_PTC_creo_help.html

Or download installation media and install local copy of HelpCenter. (as Martin Hanák suggested). I agree this is possible but I need this to work for 350 engineers at my company and most of them will never install the help, the web site will get used often.

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"Install" the help on your intranet web server and set the appropriate environment variables. This is what we do.

• Install the Help on a computer
• copy the entire help directory to your intranet web server ie
  • copy c:/ptc/creo3.0/Creo 3.0/help to your intranet server
• set environment variables ie
  • set PTC_PMA_HC_4=http://my.intranetdomain.com/ptc/cp4/help/creo_help_pma
  • set PTC_PMA_HC_3=http://my.intranetdomain.com/ptc/cp3/help/creo_help_pma
• see this article:
  • https://www.ptc.com/en/support/article?n=CS203456

[cruf]

PTC has told me that they have verifed the problem with the original help site on their side and are investigating and intend to fix it.

Chris