For best utilization of PTC support services, it is important to become familiar with new Arbortext product names and support terms such as Release, Datecode, and Module.  This table displays an example of the information needed when filing support calls. 

Examples:

Arbortext Product Names

Arbortext product names have changed.  Consult the New Arbortext Product Names page to map an old product name to its new product name.

Support calls submitted to PTC Technical Support will be filed under the new product name.  This means that a support call for Epic Editor version 4.4 will be filed against Arbortext Editor 4.4 in the PTC call tracker system.  

Release

The release is the version number of the product in use, for example 5.2 or 9.0.  The version number of the product is usually determined via the Help -> About Version screen.

Datecode

When submitting a support call to PTC Technical Support, you will be prompted for the product name, the release number, as well as the datecode.  The datecode is equivalent to the patch or maintenance release level of a given product release.   Valid datecodes are available in a dropdown list in the on-line Call Logger. 

Datecode nomenclature has changed for Arbortext 5.2+ and Arbortext Advanced Print Publisher 9.0+.  PTC’s datecode introduces convention of First Customer Shipment (F###) and Maintenance releases (M###).  Please see below for specifics.

Arbortext 5.2 datecodes

For version 5.2 of Arbortext products, the datecode of the initial release (FCS) is F000.  The first maintenance release for 5.2 has a datecode of M010.  The second maintenance release of 5.2 will have a datecode of M020.  Future versions of Arbortext products will use this naming convention for the datecode.  The datecode of the product in use may be determined via the Help -> About Version screen.

Arbortext 5.1 and previous versions datecodes

For version 5.1 and previous versions of Arbortext products (with the exception of 3B2/Arbortext Advanced print Publisher), the datecode of the initial release will match the release number.  Example: Product=Arbortext Editor, Release=5.1, Datecode=5.1.  If a patch has been applied, then the datecode to specify is the patchlevel, for example 5.1M (assuming the 5.1M patch set has been applied).  The datecode of the product in use may be determined via the Help -> About Version screen.

3B2/Arbortext Advanced Print Publisher 9.0 datecodes

For version 9.0 of Arbortext Advanced Print Publisher (formerly known as 3B2), the datecode of the initial release (FCS) is F000.  The first maintenance release for 9.0 has a datecode of M010.  The second maintenance release of 9.0 will have a datecode of M020.  Future versions of Arbortext products will use this naming convention for the datecode.  The datecode of the product in use may be determined via the Help -> About screen.

3B2/Arbortext Advanced Print Publisher 8.x and previous versions datecodes

For version 8.x and previous versions of Arbortext Advanced Print Publisher (formerly known as 3B2), the datecode will match the version number.  Example: Product=Arbortext Advanced Print Publisher, Release=8.07, Datecode=8.07.  The datecode of the product in use may be determined via the Help -> About screen.

Module

When submitting a support call to PTC Technical Support via the Call Logger on-line tool, it will be necessary to specify not only the product name, release number, and datecode but also the module.  The module is the specific area of the product about which the issue is being reported, for example Graphics.  Valid module names are available in a dropdown list in the on-line Call Logger.

Examples:

Repository adapters and module designation

Please note that repository adapters are listed at the module level, not the product level.  When submitting a call regarding a repository adapter, specify the base product as the Product, for example Arbortext Editor or Arbortext Publishing Engine, and specify the adapter as the Module. 

Examples: