Conference allvax::pro_engineer

    Known problem -- we are working with PTC to get a fix into a later
    release of Pro/E.  Oddly enough, the problem gets better if you
    use a more compilated model.
    
    	George

    Try this as a half-way workaround.
    
    Set your DISPLAY environment variable to be `hostname`:0
    The default is just :0 (or :0.0).
    
    This forced indirect rendering -- unfortunately, indirect rendering
    is considerably slower than the default (called direct rendering),
    but is less effected by the mouse-rotation lag.
    
    DO NOT use this workaround for benchmarks - the performance penalty
    is fairly severe.    It's just a workaround until we can get
    the real fix shipping.
    
    George

George:

Do you have any idea about (week?) when this problem might be solved.

The customer is really angry and would like to have an idea of when PTC
could provide them with a new cd with this problem fixed
[Posted by WWW Notes gateway]

    We are testing a fix now, but getting into a released product takes
    some time.
    
    The problem *should* only occur when you have a fairly simple
    object displayed, such as a cube.
    
    
    It is unlikely that we will be able to get a *released* version with
    the fix before Mid-March.
    
    George
    
    

Any updates on this yet?

I work in the unix group in the CSC in Basingstoke, UK.

Last week I had a call from a customer (3rd party 
graphics sales - Performance Graphics) on behalf of 
their customer (Sharp Manufacturing) logging the 
fault with us, it's taken until now to track down 
where the "someone in digital fixing their fault" 
was. Still at least I've found you now!

Their details: alpha 500- 400, power storm 4d50t,
V4.0 dUnix, rev 17 of PRO/engineer, also shows on 
sdrc's Ideas, version of open/3d unknown as yet.

Is it their code as is implied here? or is it us? 
It's just that the customer seems to be under
the impression it's our fault and if it's more 
a matter of their code wasn't specifically designed 
to work with our workstations (therefore not something
we can be blamed for) I'd like to try to keep 
digitals name free of too much criticism. 

In fact, is this the same customer by any chance, in 
which case I need to talk to them about why they opened
the call with us in the first place I think. 

Thanks in advance for any info, 


Jo Coffey
a relieved unix support person. 

    
    The problem is in PTC's code (not maintaining mouse event
    synchronization) and the fix is going into Pro/Engineer, not Open 3D.
    
    If anyone tells you otherwise, they have no idea what they are talking
    about. I don't mind taking the heat on things that are our problem,
    but it really pisses me off when PTC Sales droids and AE's blame us for
    problems that are, in reality, their own!! (I feel better now ....)
    
    See George's temporary workaround back a few replies....
    
    -Jeff
    

Brilliant !  

Thanks!


I'll pass on the workaround and paint us helpful 
samaritans to PTCs mistakes to the customer!


Thanks again.


Jo. 

Right, not quite gone yet, 

Do we have the name of a contact at PTC who knows about 
this who I can point Richard from Performance Graphics 
at so he can find out things like is it in rev 18 which is 
being released now or will it be a patch to 17 or a patch 
to 18 ... and all kinds of other questions that it's about 
time he was talking to the horses mouth on before my resource 
controller starts sending him invoices for using my time on 
stuff that isn't digital remedial contracted work   :-) 

He was not only glad to find it was known of as he had been 
told, but now thinks we're definately the nice guys and 
dead helpful both to him and to PTC, and he sees loads of
other customers I'm sure so a nice feeling of having made
us look good for a change - which believe me is rare as 
anything in here - even if you do a real good job you're
only fixing failings which they didn't want to start with
and getting digital back up to ok in customers eyes. Nice 
warm feeling this one :-) 


jo

    The problem exists in both Rev. 17 and the first release of Rev. 18.
    When I have the exact release date codes I'll post them here.
    
    George

Well, I thought I'd sorted this one. 
But the customer still has a query (it's starting to 
feel tempting to say just won't listen) 

I now get back into the office to find they're 
asking if it is PTCs problem (I will explain this 
very clearly this time) and if so can we give them 
a contact in PTC? 

Does anyone here know of a contact who might be 
appropriate for this customer to talk to ? 

If not a general phone number for PTC would be a great 
help if it'll let me get on with actually doing some tech 
support here :-) 

Thanks again for this last bit... 



Jo. 

    
    See the notes in 417.*. The problem is fixed in the latest versions
    of Pro/E, both 17 and 18, but neither have made it through the
    QA/Manufacturing cycle yet. See the 417 note thread for the exact
    datecodes the problem is fixed in.
    
    The customer should already know PTC's tech support number. Try looking
    in the jacket of the Pro/E CD. It may be there. I just tried looking
    at PTC's Web site (http://www.ptc.com) for a phone number, but in
    order to get into ANY part of the customer support section (including
    apparently the part that has the phone numbers), you need a PASSWORD!
    
    -Jeff D.
    

    Rev. 17, 9708 (or later)
    Rev. 18, 9709 (or later)
    
    You'll also need
    	Open3D V4.2 (or later) for UNIX
    	GSSS V4.2 (or later) for NT
    
    George

>      <<< Note 412.10 by KERNEL::COFFEYJ "La Feline Flooz - a unix cat" >>>
>               -< do PTC have a tech support line of their own? >-

>If not a general phone number for PTC would be a great 
>help if it'll let me get on with actually doing some tech 
>support here :-) 

    The general phone numbers for PTC worldwide are on the back cover
    (outside) of all user manuals.  The main number in Waltham, MA is
    800-477-6435.

    Ron

>    You'll also need
>        Open3D V4.2 (or later) for UNIX
>        GSSS V4.2 (or later) for NT

Where do I find GSS V4.2? It doesn't seem to be on http://www.service.digital.
com/open3d/

    Sorry, not cooked yet, and the Open3D folks seem to have stopped
    putting FT kits on the WWW.
    
    George