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AndyManu3-Newcomer
3-Newcomer
October 20, 2026
Question

Kepware Binding broken by simply rebooting the VM. Support won't give support.

This is a Mess.   We have been paying for Support each year. Now today when I actually need support they say I don’t have a support contract.  I have the guy from sales showing a screen shot of the system showing my Invoice for support and paid in full.  Simply reboot the VM today and it broke the bindings. Can’t get the issue fixed due to support not willing to talk to me saying I don’t have support.   Anyone ever go through this?  How do I get this fixed.  Production is down and I can’t even get a call back from ptc. 

1 reply

cmorehead13-Aquamarine
13-Aquamarine
October 20, 2026

​@AndyManu - My name is Chris Morehead and I am a Manager with the Kepware Support Team. I apologize for your negative experience thus far. Here is a link to the Kepware Knowledgebase Article that covers the majority of reasons why a Kepware License will break while running on a VM:

Article - CS286615 - Licensing PTC Kepware Products on a Virtual Machine, Cloud or Cluster

I understand your issue may require a deeper dive and will reply through the case you submitted today with a trial license to get your production back online until we can sort out the administrative side.  

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