Customer Support Guide

Before you contact Technical Support, troubleshoot your issue by following the steps in the pre-call checklist:

1.   See the Technical Support website: the eSupport Portal. This Website contains thousands of technical documents, including:     

  • Articles - Standard document type that shares knowledge of PTC software solutions collected during problem solving. Its content evolves based on demand and usage.
  • Historical documents (Suggested Techniques, FAQs, TANs, TPIs) - Old document types that provide technical information on PTC software solutions. They are replaced by articles.
  • Reference Documents - Help Centers, Intallation Guides, Release Notes and more

2.   Read the appropriate documentation to verify that you used the correct procedure to achieve your intended result.

3.   Determine whether you can reproduce the issue by performing the same procedure again, using the minimum number of steps.

4.   Determine whether the issue also occurs in a newly created or a simpler model or object.

5.   If you cannot solve the problem with the previous operations, record the following information before calling Technical Support:

  • The environment in which the problem occurs, including the product (for example, Creo Elements/Pro [formerly Pro/ENGINEER], CADDS 5, Windchill, Optegra), technical area or mode (for example, Detail, Assembly, Part, Structural and Thermal Simulation, and Explicit, and menu selections.
  • Your hardware type and model, operating system version, amount of RAM, and swap space.
  • Any messages that appear in the message or start window.

To determine a release and version, see the following table:

Product

Action

Arbortext Advanced Print Publisher

Click Help > About Arbortext Advanced Print Publisher.

Arbortext Architect, Editor, Styler

Click Help > About Arbortext > Version.

Arbortext Publishing Engine Interactive

Click Help > About Arbortext Publishing Engine Interactive > Version.

CADDS 5

Click and hold the CADDS 5 logo.

Creo Elements/Direct Drafting

Click Help > About CoCreate Drafting

Creo Elements/Direct Modeling

Click Help > About CoCreate Modeling

Creo Elements/Direct Model Manager or Drawing Manager

Click Help > About CoCreate Model Manager

Click Help > About CoCreate Drawing Manager

Creo Elements/Direct WorkManager / DDM

Click Help > Info.

Creo Elements/Pro

Click Help > About.

Creo Elements/Pro Mechanica

Click Help > About.

Creo Elements/Pro Routed Systems Designer

Click Help > About.

Creo Elements/View

Click Help > Technical Support Info.

DIVISION ProductView

Click Help > About ProductView.

Electronic Design Entry (EDE)

View the listing at the top of the application framework.

FlexPLM

View the listing in the footer of the FlexPLM home page. Alternatively, review the contents of the file: <$WT_HOME>/web-root/jsp/main
/FlexPDM_Version.properties.

Integrity

Please provide both Client and Server information:

Client: Click Help > About and note the build number

Server: Navigate to the Integrity Server homepage (eg. integrity.ptc.com:7001) and note the build number from the bottom right section

InterComm EDAcompare

Click Tools > Settings. See the Version box.

InterComm EDAconduit

In EDA Generator, click Help > About

and note the release, date code, and patch.

InterComm Expert

Click Help > About InterComm and note the release, date code, and patch.

Mathcad

Click Help > About Mathcad.

Optegra EPD.Connect

Click HELP > About EPD.Connect.

Optegra Vault (UNIX)

Use the UNIX command:
more <$EPD_HOME>/data/edmvers.

Optegra Vault (Windows)

Use the Registry Editor:
Regedit hkey_local_machine
Software, Computervision, Vault server.

Pro/ENGINEER (*See also Creo Elements/Pro)

Click Help > About.

Routed Systems Designer (*See also Creo Elements/Pro Routed Systems Designer)

Click Help > On Version.

Mechanica, formerly Structural and Thermal Simulation (*See also Creo Elements/Pro Mechanica)

Click Help > About.

Windchill DynamicDesignLink
Windchill PDMLink
Windchill ProjectLink

Click About <Product Name>, where <Product Name> is the name of a Windchill Solution.

Windchill PartsLink

Browse to the server machine folder <PartsLink loadpoint>\version.

Windchill Visualization (*See also Creo Elements/View.)

Click About <Product Name>, where <Product Name> is the name of a Windchill Solution.

Windchill ProductView (*See also Creo Elements/View.)

Click About <Product Name>, where <Product Name> is the name of a Windchill Solution.