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FAQs

Support

How do I get in touch with tech Support?

How do I create a PTC eSupport account?

You can access the PTC support Portal via www.ptc.com/en/support. If you are new to the portal and have not accessed it before, you will need your ‘Customer Number’ and your ‘Service Contract Number’ or ‘Sales Order Number’ Give us a call or drop us a mail if you don’t know what your numbers are.

This will give you access to software downloads, License information and support archives. (For new support questions please contact us directly)

Licensing

Where and how do I get a Creo licence file?

You will need to log into the PTC e Support portal to retrieve your Creo Licence. Once logged in, under ‘Popular Tasks’ you will see ‘Manage License’. If you need further help don’t hesitate to contact our support team.

How do I move my Creo licence to a new machine?

This guide will walk you through moving your licence to a new machine; https://www.ptc.com/en/support/creo-landing If you need further help don’t hesitate to contact our support team.

I’ve added new modules to my licence how do I activate them?

This guide will walk you through adding new modules to your licence. https://www.ptc.com/en/support/creo-landing If you need further help don’t hesitate to contact our support team.

What is the difference between a locked and floating Licence?

There are two licence types for Creo product, node lock and floating. Locked restricts the installation of the software to one machine. Floating allows you to install on multiple machines, with a server acting as a licence manager to allow a first come first served licence set up.

Software - Creo

Where can I download the latest Creo/Mathcad software from?

You will need to log into the PTC e Support portal to retrieve your Creo Licence. Once logged under ‘Popular Tasks’ you will see ‘Download Software’. If you need further help don’t hesitate to contact our support team.

How do I arrange a software trial?

UK customers: If you would like a trial version of any of the software we offer, please send an email to sales@concurrent-engineering.co.uk listing your requirements. Our managed software appraisals ensure you are choosing the best software for your needs.

Ireland customers: If you would like a trial version of any of the software we offer, please send an email to sales@honeycomb.ie listing your requirements. Our managed software appraisals ensure you are choosing the best software for your needs.

How often is Creo updated?

A major release of Creo is released each year, typically around April time. This Annual release adds new functionality and enables compatibility with latest hardware. The latest version of Creo is included with your Subscription and can be downloaded from the PTC website. (See above for Download Instructions)

Software - Windchill

Where can I find Windchill compatibility matrix?

This matrix will show you the compatibility of Windchill vs Creo version. If you do not see your software listed, please contact our Technical Support. 

Click to view the Windchill vs Creo compatibility chart

What type of licences are available for Windchill?

There are a variety of licence types available to suit your business and user requirements; Base, Advanced and Premium are some of the standard offerings, however licences can be created for specific roles in your organisation. If you would like further information on capabilities of the Windchill software, please get in touch.

What CAD systems does Windchill support?

Windchill supports most common 3D and 2D CAD packages. If you are thinking about moving to Windchill or thinking about adding a new CAD package be sure to give our tech support a call to check compatibility.

Software - Vuforia

Which devices are compatible with Vuforia View?

Most android and IOS devices compatible. Including, Microsoft HoloLens, RealWear HMT and Vuzix M300/M400. For full list search - https://support.ptc.com/help/vuforia/studio/en/index.html#page/Studio_Help_Center/common/ViewSupportedReq.html

Is my CAD data supported with Vuforia?

Vuforia supports a wide range of CAD data file types. Inc. .asm/ .dgn / .igs / .obj / .stp / .sldasm / .fbx / .iam If you do not see the extension you require, please contact us to discuss your requirements.

My AR experience needs to be viewable without internet access, is this possible?

The AR author can enable the experience to be downloadable for offline use allowing the user to download the experience within the View app.

Software - Thingworx

Where do I find Thingworx Extensions?

Thingworx can be expanded on by using a number of different addons. This link https://marketplace.ptc.com will take you to the extensions that are currently available.

Why can’t I access all of the features?

Your Thingworx administrator can enable/disable certain functionality depending on your role and required use, contact your administrator for adjustment to permissions. If you experience any issues or need further help, please contact our technical support team.

Training

Are there any free training courses available for PTC products?

UK customers: If you are on active subscription you have access to ‘Learn Basic’ Creo Training Catalog (ptc.com) These are a series of 1hr introduction courses. For full instructor lead training contact us on training@concurrent-engineering.co.uk

Ireland customers: If you are on active subscription you have access to ‘Learn Basic’ Creo Training Catalog (ptc.com) These are a series of 1hr introduction courses. For full instructor lead training contact us on training@honeycomb.ie

Are there any instructor led training courses available for PTC products?

UK Customers: We offer a variety of training courses to suit your software type and the user ability. Training can be done remotely, at your site or at one of our training centres. To find out more, give us a call or email the training team direct on training@concurrent-engineering.co.uk

Ireland Customers: We offer a variety of training courses to suit your software type and the user ability. Training can be done remotely, at your site or at one of our training centres. To find out more, give us a call or email the training team direct on training@honeycomb.ie

Is there any advice/training available if moving from SOLIDWORKS/Inventor/SolidEdge/NX?

UK Customers: We have a wealth of experience with migrating customers from other CAD systems ensuring you get up and running with PTC products as quickly and smoothly as possible. If you would like to find out more about our software onboarding services or tailored training programs don’t hesitate to get in touch. Training@concurrent-engineering.co.uk

 Ireland Customers: We have a wealth of experience with migrating customers from other CAD systems ensuring you get up and running with PTC products as quickly and smoothly as possible. If you would like to find out more about our software onboarding services or tailored training programs don’t hesitate to get in touch. Training@honeycomb.ie

Hardware

What is the recommended Hardware for PTC products?

As a guide, when looking at the spec of a CAD machine it is important to understand what type of work you will be undertaking. There are 4 key areas to consider, 1. Processor, 2.Graphics Cards, 3.RAM and 4.Hardrive

Depending on the type of work you do, you may need to spec higher in one area than the another. As a general rule;

Large assembly work/Simulation = More RAM

Rendering = Better Graphics card

To ensure you get the best machine for the type of work you do make sure you get in touch for the latest recommendations.

If you would like a bespoke appraisal of your software usage so you can spec your new hardware to suit your requirements, feel free to get in touch.