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23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
February 23, 2022
Solved

eSupport Portal Switching Languages

  • February 23, 2022
  • 1 reply
  • 2916 views

Something is causing the eSupport portal to unexpectedly switch from English to Chinese.  It's definitely tied to cookies, but I can't figure out what is causing it.  I'm using Firefox as my primary web browser with Windows 10.  I use the support site extensively almost every day and suddenly out of the blue it will switch the language to Chinese.  I do not have Chinese configured as a language in my web browser nor is it an installed language in Windows.  Every time this happens I delete all cookies for ptc.com and that resolves the issue for the time being, but not permanently.  Not sure how to troubleshoot this, but I really wish it would stop happening.

 

Not sure if it matters, but I use https://help.ptc.com frequently because it's easy to remember.  I wonder if something is messed up with the automatic redirection from there to https://www.ptc.com/en/support/help, or most recently https://www.ptc.com/cn/support/help.

 

Here are the last three tabs I opened.  Notice the transition:

TomU_0-1645638233115.png

 

Best answer by Jean-Christophe

Hi @TomU ,

 

We had an issue where accessing some localized URLs woud update your language preference (stored on our server), which would then set the cookie on your browser. These have been fixed a few months ago, so you should hopefully no longer see this behavior : accessing "https://help.ptc.com" should redirect you to "https://www.ptc.com/en/support/help" if your language preference is set to English, "https://www.ptc.com/ja/support/help" if it is set to Japanese, etc.

 

I hope this helps.

1 reply

T
23-Emerald IV
TomU23-Emerald IVAuthor
23-Emerald IV
February 23, 2022

Here's the cookie that is getting incorrectly set.  If I delete this one cooking the site returns to English.

 

TomU_0-1645638766174.png

J
Jean-Christophe14-AlexandriteAnswer
14-Alexandrite
August 17, 2022

Hi @TomU ,

 

We had an issue where accessing some localized URLs woud update your language preference (stored on our server), which would then set the cookie on your browser. These have been fixed a few months ago, so you should hopefully no longer see this behavior : accessing "https://help.ptc.com" should redirect you to "https://www.ptc.com/en/support/help" if your language preference is set to English, "https://www.ptc.com/ja/support/help" if it is set to Japanese, etc.

 

I hope this helps.

    T
    23-Emerald IV
    TomU23-Emerald IVAuthor
    23-Emerald IV
    August 17, 2022

    Thanks!

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