Customer Success

Use this discussion thread to ask questions, get help from others, and share insights as you progress through the course.

I manage eSupport access for my users, some of which have left the company. How do I remove these accounts from the eSupport account management list?Thanks in advance.

Hi ​@PeterCase since yesterday evening, it has been impossible to access the Performance Advisor pages.I tried using this link  And this is the result  The same thing happens when you refresh a page that was previously open and had been working fine up until that point. 

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Sorry if you are currently impacted by access issues to eSupport.We’re aware of intermittent login problems that may result in errors such as “User not found” , “Account Inactive” or login timeouts. Our teams are actively investigating and working to stabilise the service as quickly as possible.If you encounter issues, please try again after a short interval - access will usually succeed on retry.There is no need to follow any password reset flows.We appreciate your patience and will share further updates as we have them.Thank you, Peter.

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Hello Team,We are currently attempting to enable the Performance Advisor feature in ThingWorx 9.6 by navigating to:PlatformSubsystems > Metrics Reporting > Request AuthorizationHowever, when initiating the authorization request, we receive the following error message:“An error occurred while attempting to contact PTC. Please try again later.”Additionally, the application logs show related entries during the attempt, and we’ve observed that the Customer Number remains set to 0 and the Customer Name remains blank. Could you please advise on potential causes or next steps to resolve this issue?Any guidance or recommendations would be greatly appreciated. Please let me know if you need any additional information from our side for troubleshooting.Thank you,

The ptc.com and support.ptc.com websites appear to be down today.  I’m not sure if this is a local issue or global issue. 

Hi,I’m trying to download software for more access to Manikin and I’m getting the message in the below image. Can you assist please.  

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I can not acccess https://support.ptc.com/apps/business_support/auth/ssl/assistantas per CS422382I receive the following error ‘Access Denied - Insufficient Privileges  A problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience.‘

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