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help.ptc.com has moved - won't load

TomU
23-Emerald IV

help.ptc.com has moved - won't load

http://help.ptc.com has moved to http://support.ptc.com/apps/help_center/help/.  Problem is, it won't load. 

Pierre and Peter‌, any ideas???

20 REPLIES 20
TomU
23-Emerald IV
(To:TomU)

What's odd is that the help linked to Creo still goes to help.ptc.com (http://help.ptc.com/creo_hc/creo30_pma_hc/usascii/index.html) and it still works fine.

TomU
23-Emerald IV
(To:TomU)

Clicking one of the arrows yields this:

Tmetcalf
Emeritus
(To:TomU)

Tom Uminn‌ Thank you for bringing this to our attention - I am contacting the support team.

Best,

Toby

PeterCase
16-Pearl
(To:TomU)

Hi Tom,

Thanks for reporting this. I've made contact with our Business Systems team and requested their urgent attention to it. Problem is reproduced in house and does indeed seem to be related to the recent move.

We'll have an update on this shortly.

TomU
23-Emerald IV
(To:PeterCase)

Thanks Peter Case.  I noticed a new theme was rolled out to eSupport portal today as well.  I do like that! 

Tmetcalf
Emeritus
(To:TomU)

** Update **

The issue has been fixed and the links are up to date.

Thanks again to Tom Uminn‌ for reporting it.

Best,

Toby

TomU
23-Emerald IV
(To:Tmetcalf)

Not for me.  At least not yet...

Tmetcalf
Emeritus
(To:TomU)

Is anyone else experiencing the same issue as Tom?  Things are working on my end.

StephenW
23-Emerald II
(To:Tmetcalf)

It errors on my work internet, BUT on my phone, not through work wifi, it came up just fine.

StephenW
23-Emerald II
(To:Tmetcalf)

And then I just re-tested and it worked just fine on my work internet.

TomU
23-Emerald IV
(To:Tmetcalf)

Okay, it's working now.  Disappointed that it breaks the middle mouse button (can't open product specific support page in it's own tab.) 

TomU
23-Emerald IV
(To:Tmetcalf)

The Creo performance advisor link is dead.  (http://support.ptc.com/help/creo/ptc-perf-adv/usascii)

TomU
23-Emerald IV
(To:TomU)

So is the Creo Schematics link:  http://support.ptc.com/creo/creo-schem/usascii

TomU
23-Emerald IV
(To:Tmetcalf)

On the All Product Help Centers page, this link is redirecting to http://help.ptc.com/ which is then redirecting back to the new page. (Double redirect.)

It probably should just go straight to the main page so the user don't see this:

Pierre_M
14-Alexandrite
(To:TomU)

Thanks a lot Tom for reporting those issues,

I've reported the 2 broken link and the unnecessary extra hop on the "all help center" page. We're also looking into what we can do for the redirect

Pierre_M
14-Alexandrite
(To:TomU)

Tom Uminn,

I believe all the problems you reported are now fixed!

TomU
23-Emerald IV
(To:Pierre_M)

Thanks Pierre Maraninchi‌.  I just tested them again and they are indeed working correctly now.

P.S.  Please keep the "help.ptc.com" redirect.  It's much easier to remember than "support.ptc.com/apps/help_center/help/" when trying to look up help documentation at other people's computers. 

PeterCase
16-Pearl
(To:TomU)

Hello Tom,

Thanks for discovering and quickly reporting this. The underlying issue here is separate to the change of location (Base URL) for the help centers, whicih is covered by a redirect. There were in fact some further changes deeper in the file structure of the Creo 3.0 Help.

Re-indexing will resolve this issue for Search, and that should happen in the next day or so, but there are also some ~250 public articles which are also affected. I'm checking now whether this can be resolved in an automated way, or whether manual updates to the articles are required.

In any case, root cause is identified and we're working on it.

Peter.

PeterCase
16-Pearl
(To:TomU)

Hi Tom,

The reindex is now complete and the "Doc not found" issue for the Creo 3.0 Help Center topics in Search has been addressed.

Still working on the articles with broken links.

Peter.

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