Customer Support Guide

If you are sending CUI or NDA data please see the topic Sending Secure Data.

If you are sending multiple files, remember to create a single directory and send that one directory.  See Sending Multiple Files below for more information.

To send general data, you can either send the data on physical media or electronically using the PTC Secure FTP server.

Sending Physical Media

To secure send data on physical media, use the following procedure:

  1. Obtain a PTC case-tracking number for your issue (see Opening and Tracking a Technical Support case in the previous chapters). Write the case-tracking number on the media label.
  2. Complete the steps in Gathering the Required Data and copy the requested information to the media.
  3. Mail the media to the support center in your region. Ask the Technical Support Engineer you are working with for the address of the appropriate support center.

Sending the data Using the PTC File Transfer Protocol (FTP) Server

The PTC FTP server includes a Technical Support area, which you can use to transfer files. (Information on using the secure server follows later in this chapter.) This area is configured with write-only privileges. Limit the file size to a maximum of 500 MB.

Connect to the PTC FTP server using an FTP client program in one of the following ways:

  • From the FTP site
  • From the graphical user interface
  • From your Web browser

Requirements for Data You Send to the PTC FTP Site

Whenever you use FTP to send data to the PTC Technical Support area, make sure that your data meets the following requirements:

  • The file name must be an open, valid Technical Support case number. For example, the file name must be in the form C########.*, where C######## is an open Technical Support case number and the asterisk (*) indicates any file extension, such as .tar, .Z, or .zip.
  • Data must be in a single-file format. If you want to send multiple files, you must incorporate them into single-file format. See Sending Multiple Files in this chapter for more information.
  • Limit the file size to a maximum of 500 MB.

Connecting to the PTC FTP Server

The PTC FTP server is located at ftp://ftp.ptc.com. (To use a secure FTP server, follow the information later in this chapter.) Instructions for using the FTP server follow. 

From Command Line

If you are accessing the PTC FTP server from a command-line program:

  1. Change directories to reach the directory where your file is stored. Enter cd <directory_name>.
  2. Type ftp ftp.ptc.com at a command-line prompt.
  3. When the username is requested, type cs.
  4. When the password is requested, type cs.
  5. Make sure you are sending the information using binary as the transfer type. At the FTP prompt, type binary.
  6. Use the put command to upload the file at the FTP prompt. For example, to upload C1234567.Z, type put C1234567.Z.
  7. Wait for the data upload to complete, and do not close the command-line window during the process. The FTP prompt appears.
  8. Type bye to exit.
  9. Limit the file size to a maximum of 500 MB.

From FTP Client with Graphical User Interface

If you are using an FTP client program with a graphical user interface, connect to ftp://ftp.ptc.com with a user name of cs and a password of cs. Make sure that this program will transfer the file using binary as the transfer type before sending the file.  Limit the file size to a maximum of 500 MB.

From Web Browser

If you are accessing the PTC FTP server from your Web browser, use the following address: ftp://cs:cs@ftp.ptc.com. Make sure to set the browser options correctly, so that uploading files is supported.  Limit the file size to a maximum of 500 MB.

Sending Data by E-mail

To send your data related to an existing open PTC case to Technical Support via e-mail, complete the following steps:

Note: If you do not have a case number, contact PTC Technical Support.  See Preparing to contact Technical Support in the previous chapter for more information on preparing for your call to Technical Support.

Compose your e-mail message. Include the following information: 

  • Send the email to the engineer working on your case and cs_ptc@ptc.com in the CC field (the Case Number must be included in the Subject field, such as C1234567) 
  • Description of your issue
  • Priority level
  • Person at your site whom PTC should contact to request more information or to communicate a resolution
  • List the files you are including in the e-mail and document the steps you followed to prepare data for sending.
  • If you are sending multiple files or PTC database objects such as parts, drawings, design studies, and so forth, gather the required data and create a single file by using the procedure outlined in the section Gathering the Required Data in the previous chapter. Include the file in the message as an attachment.

When the data is received, the Technical Support Engineer assigned to your case is notified automatically.

Whenever you send data to PTC by e-mail, make sure you satisfy the following requirements:

  • PTC Technical Support can accept e-mail only if the Case Number is in the email subject.
  • The data is only attached to your case if  cs_ptc@ptc.com is CCed on the email
  • The size of the e-mail file you send must not exceed 4 MB. If it exceeds 4 MB, PTC will return it to you.

Be aware that some route-through Internet modes might place additional limitations on the amount of data you can pass through them.

Case Tracker

Complete the following steps to use Case Logger and Case Tracker to upload a file for Technical Support to review.

  1. Enter a description for the issue related to the file you want to upload. (255 characters maximum)
  2. Click Launch File Upload Tool or Begin Upload to select the file. Limit the file size to a maximum of 10 MB.

Note: When the data is received, the technical support engineer assigned to your case is notified automatically.

Sending Multiple Files

Follow the steps listed here to send multiple files to Technical Support.

On a UNIX Platform

Complete the steps outlined in the following table to send multiple files on a UNIX platform to Technical Support.

Step

Action

Method

1

Gather all required data into a single directory (called data_dir in the next two steps).

Follow the procedures outlined in Gathering the Required Data in this chapter.

2

Create a text file (here called README) in the directory that contains your case number and all pertinent information.

vi <data_dir/README>

3

Use the TAR command to create a single file.

tar cvf tar_file <data_dir>

4

Compress the TAR file.

Compress tar_file

5

Encode the compressed file, using your case number as the output file name.

Encode tar_file.Z tar_file.Z > C####### (one command, one line)

6

Send the file to PTC.

Send by e-mail or FTP using the appropriate technique. See Sending the Data in this chapter.

On a Windows Platform

Complete the steps outlined in the following table to send multiple files on a Windows platform to Technical Support.

Step

Action

Method

1

Copy required data to a single directory.

copy <files> data_dir or use the File Manager

2

In the directory you made in step 1, create a file named README that has the case number and all pertinent information.

notepad data_dir/README

3

Use the PKZIP command or WinZip to create a single file.

PKZIP zip_file ptc_dir

WinZip

4

Send the file to PTC.

Send by e-mail or FTP, floppy disk, Zip disk, or CD in a format available both at your site and at PTC, using the appropriate technique. See Sending the Data in this chapter.