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MarcoTosin
MarcoTosin21-Topaz II
21-Topaz II
February 9, 2026
Solved

No new daily article from support

Hi @PeterCase ,

I wanted to report that the latest PTC support articles arrived last Thursday.
As of today, they have not arrived for another colleague of mine either.

 

Thank you

 

 

PeterCaseAnswer
Community Manager
February 20, 2026

Good morning @Marco_Tosin, 

Sharing an update on the issue with outbound emails: 

Our Infrastructure team made an adjustment to our SMTP message rates at the end of the day yesterday which appears to have resolved the issue. 

All logs are showing clean transmission of emails for eSupport applications as of ~5pm CET yesterday.

Thanks again for alerting us to the problem, and please let us know in case you still experience any missing emails. 

Peter.

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10 replies

PeterCaseCommunity Manager
Community Manager
February 9, 2026

Hi @Marco_Tosin , 

Thanks for letting us know that you've faced an issue and sorry for the inconvenience. We've looked into the logs since Thursday and did see some instances of "SMTP connection closed by remote host", indicating issues with our mailservers.

The logs are showing streams of outbound emails as expected today and I received my scheduled eNews and Alerts update at 2pm CET. 

It looks like you're scheduled to receive at 8am CET each day. Did you receive this morning's email ? 

Many thanks, 

Peter. 

 

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MarcoTosin
MarcoTosin21-Topaz IIAuthor
21-Topaz II
February 9, 2026

Hi @PeterCase 

neither my colleague nor I received the email this morning.

 

He received last Friday's email, but I didn't.

 

Thanks

 

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