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S
21-Topaz I
STEVEG21-Topaz I
21-Topaz I
December 7, 2021
Solved

Cannot log into PTC support

  • December 7, 2021
  • 6 replies
  • 9266 views

Can anyone else log into PTC's support site?

 

Yesterday one of my users couldn't log in.  I tried logging in today and I still couldn't.  I also had a third person try logging in today and they couldn't.

I came here to the community forum and logged in successfully.

When I went back to PTC's site I was logged in.

 

I cannot log in to PTC's site directly.

 

Best answer by PeterCase

Hello all,

 

(Hopefully) a last update from me on this thread to let you know the issue is now resolved. The underlying cause was a time sync issue between our servers and Microsoft time servers which our infrastructure team will investigate further.

 

A server reboot allowed all of the services to reset and pickup the correct time again, meaning the login cookies will no longer be seen as expired on issue.

 

Sorry for the inconvenience if you were one of the users impacted,

Peter.

6 replies

V
24-Ruby III
VladimirN24-Ruby III
24-Ruby III
December 7, 2021

What link did they use to sign in?

S
21-Topaz I
STEVEG21-Topaz IAuthor
21-Topaz I
December 7, 2021

https://www.ptc.com/en/support

L
Leigh5-Regular Member
5-Regular Member
December 7, 2021

Hi SteveG

Thanks for making us aware of your issue.  I have reached out to the internal team to make them aware.  Can you share the error message you received in the meantime?

 

As a side note, I will be moving this thread to the eSupport Community Forum.

 

Thanks!

Leigh

    S
    21-Topaz I
    STEVEG21-Topaz IAuthor
    21-Topaz I
    December 7, 2021

    Hi Leigh,

     

    Now both myself and my user can log in successfully.  Not sure what happened there.  Sorry about that.

      S
      23-Emerald III
      StephenW23-Emerald III
      23-Emerald III
      December 7, 2021

      I was just able to login directly to PTC support without being logged in to the communtiy on Chrome

      P
      PeterCaseCommunity Manager
      Community Manager
      December 7, 2021

      Hi everyone, we've had several reports of this issue with the same symptoms – no error and bounced back to the log-in form. As it is impacting specific users and not others we've checked the user accounts we know of so far for anything obvious (duplicate accounts, unsupported characters, recent account updates) and found no common theme.

      As we made some firmware updates on our network infrastructure last weekend, we're checking whether there's an issue on one particular node. Please keep us informed of any changes / new issues (but please don't share personally identifiable info) and we'll keep you informed of progress on our side.

      Peter.

        Marco Tosin
        21-Topaz I
        Marco Tosin21-Topaz I
        21-Topaz I
        December 7, 2021

        Hi Peter,

        I had the same issue both for Edge than Chrome.

         

        No problem using Firefox.

         

        Using Edge I got 404 error for days.

        Now all works well

         

         

        Marco
        S
        21-Topaz I
        STEVEG21-Topaz IAuthor
        21-Topaz I
        December 7, 2021

        I'm glad it wasn't just us.

        P
        PeterCaseCommunity Manager
        Community Manager
        December 8, 2021

        Hi everyone,

        Thanks for keeping us updated on browsers affected etc.

         

        A quick progress update from our side: We've found an incorrect header date being sent by one of our web server nodes. As the date is in the future (03-April-2022) and past the expiry date of the cookies used for log-in, the authentication is failing:

        PeterCase_0-1638966909876.png

         

        We're working to identify where this date (which remains static) is coming from, as the server's own date / time is correct.  

        Best regards,

        Peter

         

          P
          PeterCaseCommunity ManagerAnswer
          Community Manager
          December 8, 2021

          Hello all,

           

          (Hopefully) a last update from me on this thread to let you know the issue is now resolved. The underlying cause was a time sync issue between our servers and Microsoft time servers which our infrastructure team will investigate further.

           

          A server reboot allowed all of the services to reset and pickup the correct time again, meaning the login cookies will no longer be seen as expired on issue.

           

          Sorry for the inconvenience if you were one of the users impacted,

          Peter.

            S
            21-Topaz I
            STEVEG21-Topaz IAuthor
            21-Topaz I
            December 8, 2021

            Thank you for the update.

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