Before you contact Technical Support, troubleshoot your issue by following the steps in the pre-contact checklist:
1. Visit the eSupport Portal. This website contains thousands of helpful information and technical documents, including:
2. Read relevant documentation to verify that you used the correct procedure to solve your problem.
3. Try to reproduce the issue by performing the same procedure again, using the minimum number of steps.
4. Determine if the issue also occurs in a newly created or a simpler model or object.
If you’re unable to solve the problem with these steps, record the following information before contacting Technical Support:
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 |
| 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: |
|
Optegra Vault (Windows) |
Use the Registry Editor: |
|
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 |
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. |