Creo performance advisor

[MS_Santos]

We are trying to use Creo performance advisor , but information from the machine is not arriving on the panel , we have already unblocked the Firewall and antivirus , we did a telnet test as shown in the following print , and I also put the site https://apps.ptc.com in the browser and the error Http/1.1 Service Unavailable appeared , would I need to do anything else for this CREO to appear on the panel ? I'm running Version 8.4

[Marco_Tosin]

Have you ever been able to send your Creo data to PTC?

Have you already followed all the steps outlined in this article?

https://www.ptc.com/en/support/article/CS208928

I'm asking because, lately, it often happens that the data are sent correctly to PTC but then remain unseen for a few days, probably because of the time it takes to clear their queues.

One symptom that the data has been sent correctly is the presence of session information in the folder

C:\Users\username\AppData\Local\PTC\QualityAgent\SentFiles

[MS_Santos]

Hello,

Yes it stopped in 2020 now I can't send anything anymore , I already released it in my Firewall to a full rule without blocking and removed the antivirus still nothing to send

[Marco_Tosin]

From the image you attached, it appears that the zipper file containing the data to be sent to PTC was correctly created in the SentFiles folder and therefore should be present in your dashboard.

If you are not seeing the data there could be at least a couple of other reasons.

The first is that the zip file does not have all the necessary files in it, of which there should be at least three (see attached image).

If the zip file is complete and the data are not visible it could be a problem with the PTC queue, which receives the information and processes it with any recommendations, that received your data but did not upload it.

This could be for several reasons, one could be a problem with your maintenance contract because Performance Advisor is only available to customers under a maintenance contract.

At this point I recommend that you open a call to technical support.

If you want in the call you can already refer to this discussion.

[MS_Santos]

Hello

inside the ZIP of \AppData\Local\PTC\QualityAgent\SentFiles , there is this as follows print

inside the \AppData\Local\PTC\QualityAgent\UnprocessedFiles , there is this as follows print

Do I open a call as CREO even if I'm with PTC?

[Marco_Tosin]

Your zip file contains only 1 file which is the one with information about your system (HW and SW configurations).

There are not the other two files, the json that contains information about the features used (see first image)

Nor the XML file with the session data (see second image where I replaced the sensitive data with XXXXXs)

Is Diagnostic Tools installed on your machine?

Because that's the tool that collects the data and packages it, as I described earlier, and then sends it to PTC.

In your case it looks like this information is not even being created so it's clear that it won't even be sent.

[MS_Santos]

Hello

Yes the Diagnostic Tools program is installed on the machine both with XML are data from the machine and everything else nothing arrives panel , I believe it is better to open called PTC

[Catalina]

Hi @MS_Santos ,

I wanted to see if you got the help you needed.

If so, please mark the appropriate reply as the Accepted Solution or please feel free to detail in a reply what has helped you and mark it as the Accepted Solution. It will help other members who may have the same question.

Of course, if you have more to share on your issue, please pursue the conversation.

Thanks,