Skip to main content
T
23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
July 24, 2023
Question

eSupport Search Results Down???

  • July 24, 2023
  • 2 replies
  • 1928 views

Is anyone else having trouble with search results from the eSupport site?  No matter what I search for, I just get a blank page back.  I've tried multiple browsers.  (@PeterCase)

 

TomU_0-1690204309056.png

 

    2 replies

    R
    RomainGarcia16-Pearl
    16-Pearl
    July 24, 2023

    Hi @TomU , thank you very much for reporting this issue. Our IT team is now investigating this issue. 

    As a temporary solution, you can use Search (ptc.com).

     

    Thanks

     

    Romain

    T
    23-Emerald IV
    TomU23-Emerald IVAuthor
    23-Emerald IV
    July 24, 2023

    Looks like it's back up now.  Thanks.

    P
    PeterCase17-Peridot
    17-Peridot
    July 24, 2023

    Hi @TomU Search is up for us and we're not seeing any outages in our Search monitoring.

    Usage looks on track for the return after the weekend:

    PeterCase_0-1690206371147.png

    From your screenshot, it looks like your browser is rendering everything from the ptc.com, but for the Search component, when we call out to our Search Service provider, it's failing.

    If this was working previously, were there any recent changes on your local security policy ? In the browser developer tools, are you seeing calls being blocked ? Calls to: https://ptcincproductionsewxn9rr.org.coveo.com  and https://ptcincproductionsewxn9rr.analytics.org.coveo.com will be required in order to pull results from our 3rd party provider.

     

    Best regards, 

    Peter.

     

    T
    23-Emerald IV
    TomU23-Emerald IVAuthor
    23-Emerald IV
    July 24, 2023

    Hi @PeterCase.  I tried both Chrome and Edge, and the issue was reproducible before I posted.  Now it's not happening anymore, and I haven't made any changes to my system.  I'll let you know if it happens again.  Thanks.

    Terms & ConditionsCookie settingsAccessibility statement