PTC eSupport Help Discussions

I can not acccess https://support.ptc.com/apps/business_support/auth/ssl/assistantas per CS422382I receive the following error ‘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.‘

"I have Creo Parametric 1.0!--tgqphd|[]-->. For a few!--tgqphd|[]--> days, my Creo has been working!--tgqphd|[]--> slowly because an error message appears!--tgqphd|[]--> on the screen!--tgqphd|[]-->:!--tgqphd|[]-->'ptc.com uses an invalid security certificate. The certificate is not trusted because the issuer certificate is unknown. (Error code: sec_error_unknown_issuer)'!--tgqphd|[]-->!--tgqphd|[]-->How can I!--tgqphd|[]--> solve this!--tgqphd|[]--> problem?"

Dear Sir/Madam,I have an error problem during the installation of the student Creo 12 version as shown in the picture below. The .dat license file is created in the folder path  (C:\ProgramData\PTC\Licensing) but it is empty or there is an error with it.I followed the installation instructions exactly as written. I would appreciate it if there is a way you can send me the .dat license file by email and give me instructions to proceed with the installation of the Creo12 Student version. Thanks Best Regards

Can somebody share a sample 3d file with MathJax output for MathML equations in ALD v12?

I just had my account updated and verified with a partner access ID, but I get this error when accessing downloads.Access Denied - Insufficient PrivilegesA problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience. Am I missing something?Also when I am trying to verify upgrade my account. I don't receive any code on my email.Please support.Thanks

I just had my account updated and verified with a partner access ID, but I get this error when accessing downloads.Access Denied - Insufficient PrivilegesA problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience. Am I missing something?Also when I am trying to verify upgrade my account. I don't receive any code on my email.Please support.Thanks

​@PeterCase ​@RomainGarcia ,One of the most useful things when reading a modified support article is being able to see what changes have been made to it. Until now, this hasn’t been possible, but while reading the updates to this critical article, which has been edited several times in recent days, I noticed that a table with the change log has been added at the bottom of the page. Was this done solely because of the urgency of the article’s content and the frequent edits, or are you working on extending this feature to all other edited articles as well? Thanks  Marco

Hi ​@PeterCase,below article is no more visible to customers. How to install & configure Jasper Report Studiohttps://www.ptc.com/en/support/article/CS336353 Could you please check why this is happening and see if it's possible to make it visible again? MarcoThank you very much  

I've created a new account using the following page but I can't manage it.   What do I have to do to manage it from this page?Thanks at all.Dario

Hi @PeterCase , I wanted to report that the latest PTC support articles arrived last Thursday.As of today, they have not arrived for another colleague of mine either.   Thank you    

I just had my account updated and verified with a partner access ID, but I get this error when accessing downloads.Access Denied - Insufficient PrivilegesA problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience. Am I missing something?

I am unable to access , with message Access Denied - Insufficient Privileges and a message redirecting me here to https://community.ptc.com/t5/PTC-eSupport-Help-Discussions/bd-p/PTCeSupportHelpDiscussions Can you help? I need access in order to renew our Thingworx licenses.

I’m trying to download and install the 30-day free trial of PTC Windchill Risk and Reliability (formerly Windchill Quality Solutions), but I’m encountering an issue when accessing the trial link. When I click on the download link, I receive the following message:“Document Not Found — The web page, PTC Windchill Quality Solutions Evaluation, was retired on September 30, 2025.” Could someone from the PTC team or community please assist with obtaining access to the 30-day trial?My company is evaluating this software for potential purchase and would like to test its functionality before moving forward. @PeterCase 

The Knowledge Base Search page returns a blank page. Is there an issue for others or is it just me? 

@PeterCase  While trying to read one of the articles sent by support (in my case, once a day), I came across this one which, as stated in the title of this discussion, is not visible to customers.   https://www.ptc.com/en/support/article/CS452584   I wonder if there is a way to intercept these types of articles and prevent them from being included in the email with the subject line “PTC Technical Support eNews & Alerts.”   If technical support has decided that the article should not be visible, I don't think it makes much sense for all users who have subscribed to support articles to be aware of it.    

I have entered 5 queries to the Knowledgebase this morning and they have all return just a blank page. Is there an issue for others with the Knowledgebase or is it just me?  

We’re aware of the current access issues affecting PTC.com and PTC eSupport. Our team is working with our service provider to restore full functionality as quickly as possible. Thank you for your patience - we’ll share updates here as soon as they’re available. Peter.

I'm trying to troubleshoot some issues today and it seems like most of the support articles are missing from the KB search results.  I suspect maybe a search index issue, but not sure.  I just know it's making it really hard to find solutions.  I'm resorting to other search engines, but even those seem to be finding only a subset of what used to be there.   Simple example.  This should return dozens, if not hundreds of support articles:    

Hello, I am getting the following message when trying to access the support case website. Is there anything I need to adjust on my account to be able to access this website? Thanks,Tanner 

Hi @PeterCase  the last daily message from support arrived last Friday.   Yesterday and today, nothing, not even to my colleagues at work.   Has anyone else encountered the same problem?  

I cannot get the PTC TS KB search to load today? https://www.ptc.com/en/support/search

Since Thursday of last week, the Performance Advisor dashboard for Windchill and Creo has not been displaying any data (see attached images).     The problem is definitely not on the user side but on the PTC side, as there are already several open support tickets regarding this issue (see, for example, CS454950).   Can other users confirm what I have written above?    

@PeterCase, I wanted to point out a couple of support articles that are no longer visible even though they are referenced in other articles.:   https://www.ptc.com/en/support/article/CS454021 https://www.ptc.com/en/support/article/CS438073   Both relate to the issue raised in this discussion   https://community.ptc.com/t5/Windchill/Tasks-disappear-every-day-between-4-5-PM-PST/m-p/1001708   Is it possible to check whether they have been modified and can therefore be made available for consultation again?   Thank you  

Since 11-Sep-2025 I've been struggling with the problem that I can't upload attachments during case creation, but also afterwards.   If it happens during case creation, messages appear saying that the upload didn't work and to try again or delete the attachments.   After the case has been created, the behavior is such that you don't even receive a message.The only way to notice it is to check the case history and see if a corresponding entry has been added for the attachment.   Switching to the legacy case view doesn't help either.   I've already reported the problem to PTC support via the case 17915739 (the linked page isn't publicly accessible).Are others affected by this problem besides me?   Regards,Domenic

A co-worker is unable to open a PTC support case related to Info*Engine.  They are being redirected to post publicly on the PTC Community instead with no option to continue with case creation.  Is there any way around this?  What are the options if the information being shared needs to remain confidential and only be visible to PTC vs. the entire community?  Is there a list somewhere of all the topics this redirect behavior is currently configured for?   Example: