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PeterCaseAnswer
Community Manager
October 16, 2025

Hi @ScottMorris , @TomU , @Marco_Tosin , we experienced a hardware issue impacting our identity servers at around 9:49am today. The team has completed the recovery now and we're completing final checks. We've also made a preventative change to ensure this can't happen again. Sorry for the inconvenience caused. Could you try a fresh log-in with a new browser session and let us know if you still have any issues accessing search ?  

Thank you, 

Peter.

 

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13 replies

MarcoTosin
MarcoTosin21-Topaz II
21-Topaz II
October 16, 2025

Same for me.

 

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Marco
TomU23-Emerald IV
23-Emerald IV
October 16, 2025

Is anyone else having issues with the eSupport KB search?  No matter what I search for today, I just get a blank page back.  I've tried two different computers and three different browsers.

 

TomU_0-1760621805944.png

 

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MarcoTosin
MarcoTosin21-Topaz II
21-Topaz II
October 16, 2025

Hi @TomU 

@ScottMorris reported the same thing in this discussion.

 

https://community.ptc.com/t5/PTC-eSupport-Help-Discussions/PTC-Technical-Support-Knowledge-Base-Search-Offiline/m-p/1038765

 

 

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Marco
    TomU23-Emerald IV
    23-Emerald IV
    October 16, 2025

    Same.

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    olivierlp
    olivierlpCommunity Manager
    Community Manager
    October 16, 2025

    Hello, 

    @ScottMorris @Marco_Tosin @TomU 

    I just merged the 2 topics together. Thanks for reporting this and sorry about the bad experience. 

    We are opening a ticket immediately and hope to resolve the problem quickly. 

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    Olivier
      TomU23-Emerald IV
      23-Emerald IV
      October 16, 2025

      We seem to be going backwards.  Now I just get this:

      TomU_0-1760624057195.png

       

      The PTC Portal (VM) site is down now too.

      TomU_1-1760624104301.png

       

       

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      ScottMorris
      ScottMorris17-PeridotAuthor
      17-Peridot
      October 16, 2025

      Its now updated to: "We’re currently experiencing sign-in issues affecting My PTC and associated tools. Our team is actively working to restore full functionality. Thank you for your patience."

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      PeterCaseCommunity ManagerAnswer
      Community Manager
      October 16, 2025

      Hi @ScottMorris , @TomU , @Marco_Tosin , we experienced a hardware issue impacting our identity servers at around 9:49am today. The team has completed the recovery now and we're completing final checks. We've also made a preventative change to ensure this can't happen again. Sorry for the inconvenience caused. Could you try a fresh log-in with a new browser session and let us know if you still have any issues accessing search ?  

      Thank you, 

      Peter.

       

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        dhermosillo15-Moonstone
        15-Moonstone
        October 16, 2025

        Still not working for me.
        Getting the same blank screen, that Tom posted above, in all browsers.

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