Hi Frank,
I am sorry you have had difficulty trying to resolve this issue. Getting Learning Connector up and running shouldn't be difficult. You probably know this already, but when you contact PTC's technical support, be sure to get a call number. If you feel the support you are receiving is not helpful, you should escalate the issue. The TS engineer or the operator can help you do this.
I suspect the issue you are having is different than Antonius's issue because its root cause has been resolved for quite some time.
The issue posted by Antonius appears to be related to Learning Connector's communication to the Help Center. As mentioned, it has been resolved for quite some time. From the error messages mentioned early in this thread, I can see there is a ajax/JSONP timeout for a request from Learning Connector to PTC's Help Center. We also know that there is a syntax issue with the response from PTC's Help Center. Since there is a syntax error, the response is not seen by Learning Connector. These special case errors in PTC's Help Center responses have been resolved, so you shouldn't be seeing them today.
To clarify some of the items noted above.
- Creo's Learning Connector does not use Java on the client, so Antonius' observation that the error occurred after updating the JVM is probably just a coincence.
- I am not sure why it was suggested you set the config.pro option `enable_socialink` to `no`. It should not be relevant to Learning Connector.
If you are having problems starting Learning Connector here are some things to investigate:
- If you don't see the Learning Connector button you may not have Creo Platform installed for your version of Creo. Creo applications such as Learning Connector communicate with each other through the creoagent.exe which is apart of the Creo Platform. Normally this is installed automatically with Creo's installation software. If you don't have it or it was accidentally uninstalled, you can install it manually: "<cd image directory>\install\addon\creoagent_32_64.msi"
- Google Chrome Frame (a plugin for Internet Explorer) is not supported with Creo Learning Connector. You should uninstall it if you want to use Creo Learning Connector.
If Learning Connector is starting and:
- you are having an issue like Antonius', where the help center is not responding or sending back an invalid (syntax error in response), then I believe it must only occur in rare/special cases. Technical Support should be able to help identify what is needed to reproduce the issue on their end so they can work to get it fixed.
- If you checked the above, then you may have a firewall or proxy server that is blocking traffic to some or all of ptc.com.
I hope the above helps you make progress with debugging this. If you continue to have problems, please contact PTC's technical support and if necessary escalate the call if you don't feel you are getting acceptable support.
Darcy Parker
PTC University