Creo, Creo Elements/Pro, Creo Elements/Direct, Pro/ENGINEER, CADDS 5 and CoCreate Hardware/Platform Support Policy
The hardware configuration information supplied by PTC is intended to help customers work with their hardware partners to establish suitable workstation configurations for running PTC software. The specific hardware configuration for a platform is heavily dependent on the size of models, the number of models in a working session, other applications running concurrently, the size of archive files created, and the trade-off between response time and cost.
In particular, main memory sizes greater than the minimum system requirements specified may be desirable for higher performance processors or for larger parts and assemblies. Swap space sizes greater than the minimum system requirements may be required for larger assemblies. These issues should be resolved between the customer and hardware partner.
PTC certifies complete configurations (processor, graphics, operating system, etc.) provided by PTC's enterprise platform partners. A certified configuration is one that PTC has thoroughly tested, specifically for the current release.
To provide our customers with the benefits available in the latest technology, PTC continually enhances and improves our software. A supported configuration is one that has been previously tested and certified for an earlier release. PTC expects that the current release will run without issue on this configuration, although it has not been specifically tested.
PTC encourages customers to run the latest release of PTC software on fully-certified configurations. However, PTC Technical Support will provide assistance to customers using hardware that is neither certified nor supported according to the above definitions. Technical Support will use certified hardware that is in-house and that is similar to the hardware being used at the customer site. The following guidelines will be followed when assisting customers:
- Verify the customer's hardware using the most recent version of the PTC Platform Support Hardware Notes, for the version of PTC software being used.
- If the hardware configuration is neither certified nor supported, inform the customer and continue to assist with the issue.
- Use any and all known troubleshooting techniques to attempt to resolve the issue.
- If the issue cannot be resolved, attempt to replicate the issue in-house using certified hardware that is similar to the customer’s hardware with the same version of PTC software.
- If the problem can be replicated on a certified configuration, file Software Performance Report (SPR) and assist the customer with a viable solution or workaround.
- If the issue seems to be directly related to the uncertified hardware configuration and the issue cannot be replicated on certified hardware, inform the customer that s/he should contact their hardware partner for assistance.
If a listed graphics driver is no longer available from your workstation manufacturer, PTC recommends you install the latest available driver for the graphics card. Where more than one driver is listed for a specific graphics card, PTC recommends you install the most recent driver.
Operating System Support
The operating system information in this document, together with any listed patches, are requirements, rather than guidelines. In most cases, PTC supports more than one operating system for a specific platform with each release. This support may or may not include the most recently released OS version.
PTC encourages customers to migrate to the most current PTC-supported OS version at their convenience to be able to take advantage of the most recent OS functionality supporting our products. As PTC adds support for subsequent versions of an OS, we will discontinue support of older OS versions with successive product releases.
On UNIX based platforms, hardware partners frequently issue operating system patches. PTC lists patches required for successful certification. If an issue is discovered after certification is complete, a patch may be issued to resolve the issue. Occasionally, hardware partners issue a new patch that supersedes an older patch PTC has certified. Customers should work with their hardware partner, typically through the partner's technical support organization, to obtain the original patches that PTC certified. Superseding patches may potentially introduce new issues that were not present during PTC certification testing. Customers should work with their hardware partner to report issues that may arise with these superseding patches.
On the Microsoft Windows family of operating systems, customers may and are encouraged to install Security Patches and Operating System Updates as issued and provided by Microsoft Corporation. These are not expected to interfere or impede function nor should be considered obligatory for normal functionality of PTC products.
Customers should refer to Hardware Support documentation regularly for updated information and contact PTC Product Management before making critical deployment decisions.
Limitations of 32-bit Windows platforms
Due to inherit hardware memory limitations of 32-bit platforms, PTC will no longer offer technical support for “out of memory conditions” on 32-bit hardware for Creo Elements/Pro 5.0 or Creo 1.0 in cases where /3GB switch is utilized. Customers planning on upgrading to Creo Elements/Pro 5.0 or Creo 1.0 must carefully examine whether their current 32-bit hardware will be adequate for their large assembly needs and consider switching to 64-bit hardware.