Troubleshooting the Creo+ Installation

Creo+ Administration and Installation > Installing Creo+ > Troubleshooting the Creo+ Installation

The PTC Control Center installs Creo+, and updates to Creo+ and the PTC Control Center with no intervention required from the user. Notifications of successful installation are available as Windows notifications. However, for critical incidents such as installation or upgrade failure, notifications are also displayed in the PTC Control Center. Error messages within a Creo+ session provide you with some guidance on how to proceed in case of an issue. In addition, the PTC Control Center also provides a Troubleshooter tool that can be used to help investigate and resolve some issues.

Troubleshooter Tool

From the PTC Control Center click

and then click Troubleshooter to open the Troubleshooter tool. It provides the following commands:

• System Check—Checks the general health of the both the PTC Control Center and the Creo+ installation. In case installation files have been added, modified, or removed the troubleshooter reports this. All such changes to installation files are overwritten during the next software update.

• Monitor—Monitor non-responsive Creo+ sessions. You can collect logs of non-responsive sessions or end the session using this tool.

• Clear previous connection cookies—Clears the previous connection cookies on your computer. Use this button in cases where the installation or update of the installation fails.

• Clear cache for Real-Time Collaboration—Clears cache related to Real-Time Collaboration. This is useful if you run into issues within a collaboration session.

• Zip Logs—Creates an archive of all your Creo+ installation log files. Click Zip Logs to open a Save a Copy dialog box. Browse to a folder, and type a file name to save the zipped set of logs with a .zip extension. In case of installation issues that you cannot solve, you can share this zipped log with the Tech Support team.

Log files are stored at the following location on your computer: <Drive Letter>\Users\<user name>\AppData\Local\PTC\Creo\Logs

The following sections in this document detail some of the critical issues and some solutions.

Installation Failed

A message is displayed in the PTC Control Center in case installation fails. The following are some possible reasons for failure:

Issue	Possible Reason for Failure	Workaround/Solution
Insufficient Disk Space An error message is displayed in the PTC Control Center	Creo+ is installed at <drive>\users\<username>\AppData\Local\Programs\PTC\Creo\CreoPlus_<version>. The available space on the drive is less than 8GB.	Free up a minimum of 8GB disk space on the home drive and then try installing again.

Software Update Failed

Issue	Possible Reason for Failure	Workaround/Solution
Software update failed with a message in the PTC Control Center.	The connection cache needs to be cleared.	From the PTC Control Center click and then click Troubleshooter to open the Troubleshooter tool. Click Clear Cache and then try installing again.

License Lost

Issue	Possible Reason for Failure	Workaround/Solution
License is lost Error message shown in the Creo+ session “The Creo+ session has lost the license as the license was idle for a long time.”	If the Creo+ session is idle for more than 60 minutes the license is lost. This can also happen if the internet is disconnected.	First check your internet connection. If disconnected, restore the internet connection. Click Reconnect to try to regain the lost license.
Trying to reconnect unsuccessful. Error message shown in the Creo+ session “Reconnect could not regain the license”	Internet is disconnected.	First check your internet connection. If disconnected, restore the internet connection and only then click Reconnect again.

License Expired

Issue	Possible Reason for Failure	Workaround/Solution
License to Run expired An error message is displayed in the Creo+ session.	The License to Run has expired.	First check the expiration date of your License to Run. Open the PTC Control Center, click your initial at the top right corner to display a link to the details of your license entitlement. Click Entitlement to see the expiration date of your License to Run. Contact your Administrator if your License to Run has expired.

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