PTC eSupport Help Discussions

Sorry if you are currently impacted by access issues to eSupport.We’re aware of intermittent login problems that may result in errors such as “User not found” , “Account Inactive” or login timeouts. Our teams are actively investigating and working to stabilise the service as quickly as possible.If you encounter issues, please try again after a short interval - access will usually succeed on retry.There is no need to follow any password reset flows.We appreciate your patience and will share further updates as we have them.Thank you, Peter.

Hello Team,We are currently attempting to enable the Performance Advisor feature in ThingWorx 9.6 by navigating to:PlatformSubsystems > Metrics Reporting > Request AuthorizationHowever, when initiating the authorization request, we receive the following error message:“An error occurred while attempting to contact PTC. Please try again later.”Additionally, the application logs show related entries during the attempt, and we’ve observed that the Customer Number remains set to 0 and the Customer Name remains blank. Could you please advise on potential causes or next steps to resolve this issue?Any guidance or recommendations would be greatly appreciated. Please let me know if you need any additional information from our side for troubleshooting.Thank you,

The ptc.com and support.ptc.com websites appear to be down today.  I’m not sure if this is a local issue or global issue. 

Hi,I’m trying to download software for more access to Manikin and I’m getting the message in the below image. Can you assist please.  

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.‘

Hello Experts,We are facing an issue with 2D publishing in Windchill.The user is working in a Creo environment and attempting to publish a 2D representation for a Creo assembly. The assembly contains a few child components that originate from SolidWorks.When the user initiates the 2D publishing process, the publish job fails. We would like to understand whether the presence of SolidWorks child parts within a Creo assembly could be causing the issue and if there are any prerequisites or configurations required to support this publishing scenario.Has anyone experienced a similar issue? Could you please advise on the supported approach and any troubleshooting steps to identify the root cause?Any suggestions would be greatly appreciated.Thank you. 

Since yesterday, the support articles have been intermittently unavailable.Below is the message that appears: Sorry, the article viewer is currently unavailable. Please try again later. 

I was able to create a configurable part with a BOM and associated parts with assigned expressions on when to use a part, however I ran into a different situation:I'd like to use PART (P1) for all configurations, hence no assigned expression.Also, I'd like to use the same PART (P2) for certain configurations (e.g., "OPTION" = A).For that, I'm adding P1 PART to the BOM (without expression), then another item P2 PART to the BOM (with a warning that the part always exists); when I assign the expression to the 2nd instance of PART, it also gets assigned to the first instance P1.I'd need a way to include multiple instances of a part in a BOM with separate, independent expressions.Is there a way to add a clear separated instance of a part in a BOM?Could you please advise?

"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?"

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: