topic Re: help.ptc.com has moved - won't load in PTC eSupport Help Discussions

help.ptc.com has moved - won't load

TomU — Thu, 08 Sep 2016 17:35:49 GMT

http://help.ptc.com has moved to http://support.ptc.com/apps/help_center/help/. Problem is, it won't load. Peter‌, any ideas???

Re: help.ptc.com has moved - won't load

TomU — Thu, 08 Sep 2016 17:38:48 GMT

What's odd is that the help linked to Creo still goes to help.ptc.com (http://help.ptc.com/creo_hc/creo30_pma_hc/usascii/index.html) and it still works fine.

Re: help.ptc.com has moved - won't load

TomU — Thu, 08 Sep 2016 17:40:21 GMT

Clicking one of the arrows yields this:

Re: help.ptc.com has moved - won't load

Tmetcalf — Thu, 08 Sep 2016 17:57:52 GMT

Tom Uminn‌ Thank you for bringing this to our attention - I am contacting the support team.

Best,

Toby

Re: help.ptc.com has moved - won't load

PeterCase — Thu, 08 Sep 2016 18:08:07 GMT

Hi Tom,

Thanks for reporting this. I've made contact with our Business Systems team and requested their urgent attention to it. Problem is reproduced in house and does indeed seem to be related to the recent move.

We'll have an update on this shortly.

Re: help.ptc.com has moved - won't load

TomU — Thu, 08 Sep 2016 18:27:23 GMT

Thanks Peter Case. I noticed a new theme was rolled out to eSupport portal today as well. I do like that!

Re: help.ptc.com has moved - won't load

Tmetcalf — Thu, 08 Sep 2016 19:29:09 GMT

** Update **

The issue has been fixed and the links are up to date.

Thanks again to Tom Uminn‌ for reporting it.

Best,

Toby

Re: help.ptc.com has moved - won't load

TomU — Thu, 08 Sep 2016 19:37:03 GMT

Not for me. At least not yet...

Re: help.ptc.com has moved - won't load

Tmetcalf — Thu, 08 Sep 2016 19:45:35 GMT

Is anyone else experiencing the same issue as Tom? Things are working on my end.

Re: help.ptc.com has moved - won't load

StephenW — Thu, 08 Sep 2016 19:47:32 GMT

It errors on my work internet, BUT on my phone, not through work wifi, it came up just fine.

Re: help.ptc.com has moved - won't load

StephenW — Thu, 08 Sep 2016 19:48:34 GMT

And then I just re-tested and it worked just fine on my work internet.

Re: help.ptc.com has moved - won't load

TomU — Thu, 08 Sep 2016 19:50:53 GMT

Okay, it's working now. Disappointed that it breaks the middle mouse button (can't open product specific support page in it's own tab.)

Re: help.ptc.com has moved - won't load

TomU — Thu, 08 Sep 2016 19:54:15 GMT

The Creo performance advisor link is dead. (http://support.ptc.com/help/creo/ptc-perf-adv/usascii)

Re: help.ptc.com has moved - won't load

TomU — Thu, 08 Sep 2016 19:56:51 GMT

So is the Creo Schematics link: http://support.ptc.com/creo/creo-schem/usascii

Re: help.ptc.com has moved - won't load

TomU — Thu, 08 Sep 2016 20:02:24 GMT

On the All Product Help Centers page, this link is redirecting to http://help.ptc.com/ which is then redirecting back to the new page. (Double redirect.)

It probably should just go straight to the main page so the user don't see this:

Re: help.ptc.com has moved - won't load

Pierre_M — Fri, 09 Sep 2016 07:08:31 GMT

Thanks a lot Tom for reporting those issues,

I've reported the 2 broken link and the unnecessary extra hop on the "all help center" page. We're also looking into what we can do for the redirect

Re: help.ptc.com has moved - won't load

Pierre_M — Mon, 19 Sep 2016 09:33:12 GMT

Tom Uminn,

I believe all the problems you reported are now fixed!

Re: help.ptc.com has moved - won't load

TomU — Mon, 19 Sep 2016 13:08:15 GMT

Thanks Pierre Maraninchi‌. I just tested them again and they are indeed working correctly now.

P.S. Please keep the "help.ptc.com" redirect. It's much easier to remember than "support.ptc.com/apps/help_center/help/" when trying to look up help documentation at other people's computers.

Re: help.ptc.com has moved - won't load

TomU — Wed, 21 Sep 2016 02:31:15 GMT

Pierre Maraninchi‌, I just ran into another problem. Help docs referenced by the knowledge base are now pointing to invalid locations. I think this might be due to the same change.

Re: help.ptc.com has moved - won't load

PeterCase — Wed, 21 Sep 2016 11:24:10 GMT

Hello Tom,

Thanks for discovering and quickly reporting this. The underlying issue here is separate to the change of location (Base URL) for the help centers, whicih is covered by a redirect. There were in fact some further changes deeper in the file structure of the Creo 3.0 Help.

Re-indexing will resolve this issue for Search, and that should happen in the next day or so, but there are also some ~250 public articles which are also affected. I'm checking now whether this can be resolved in an automated way, or whether manual updates to the articles are required.

In any case, root cause is identified and we're working on it.

Peter.