Skip to main content
mfgpartner1-Visitor
1-Visitor
Dec 11, 2018 2:09 PM UTC
Question

eSupport Portal site slow and often getting Server Error in '/' Application

Overall usability of the eSupport portal site has been terrible for the past weeks, if not months. The login page typically takes 30  seconds+ to log in and I'm often getting server error messages like "Server Error in '/' Application" when I try to open case links.

 

Capture.PNG

 

 

    31 replies

    bfrandsen10-Marble
    10-Marble
    Dec 12, 2018 10:15 AM UTC

    It seems related to data collection. It connects to facebook.com and woopra.com at login. The communication with woopra.com takes by far the longest. I hope PTC will address this very bad performance soon.

    Translate
      bfrandsen10-Marble
      10-Marble
      Dec 13, 2018 7:57 AM UTC

      Timing from FirefoxTiming from Firefox2 minutes waiting for www.woopra.com to respond on requests.

      Translate
      HeidiEmeritus
      Emeritus
      May 24, 2019 1:14 PM UTC

      Our web team have investigated and addressed the performance issues. Please let me know if you see any further issues with the performance.

       

      Translate
      HeidiEmeritus
      Emeritus
      Dec 12, 2018 2:11 PM UTC

      @mfgpartner The eSupport Portal site was down briefly (for less than an hour) yesterday but full service has now been restored.

      @bfrandsen I have opened an internal case with our web team to investigate the performance issues you described.

      Translate
      TomU
      TomU23-Emerald IV
      23-Emerald IV
      Dec 12, 2018 2:15 PM UTC

      @Heidi, you might want to review this thread as well:  https://community.ptc.com/t5/Community-Feedback/12-1-Weekend-Maintenance/m-p/583731/highlight/true#M734

      Translate
        HeidiEmeritus
        Emeritus
        Dec 12, 2018 2:28 PM UTC

        Thanks @TomU, I have made the team aware of your thread too.

        Translate
        jeffreyrwalker14-Alexandrite
        14-Alexandrite
        Dec 12, 2018 2:48 PM UTC

        And today no search results returned.  Only "Sorry, something went wrong."

         

        PTC,

        Any estimate when it will be operational again?

        Translate
          Invisigoth1-Visitor
          1-Visitor
          Dec 12, 2018 2:55 PM UTC

          sorry.JPG

          Translate
            mfgpartner1-VisitorAuthor
            1-Visitor
            Dec 13, 2018 2:14 PM UTC

            Had to log in in front of a customer yesterday and it took 2 minutes.

            Can't log in at all today.

             Capture.PNG

            Translate
            HelesicPetr
            HelesicPetr22-Sapphire II
            22-Sapphire II
            Dec 13, 2018 2:23 PM UTC

            I got same error in IE try to use diferent explorer. Firefox or Chrome if it is possible.

            In my casae I can login with Firefox but cant search :D.

            Translate
            Terms & ConditionsAccessibility statement