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V
VK_100791851-Visitor
1-Visitor
December 16, 2021
Solved

Unable to download software from support site

  • December 16, 2021
  • 1 reply
  • 2811 views

Hi,

I am seeing an error message saying "Access Denied - Insufficient Privileges" when I tried to navigate to Download Software page in the support portal.

 

I can see below in the account settings.

Can you please help my why downloads are not available for me.

 

Thanks.

Best answer by PeterCase

Hi @VK_10079185 ,

 

An online supervisor for your account will need to add the "Software Update Access" privilege to your account. This privilege is part of the baseline permission set any account receives when upgraded, but it seems to have been removed for you:

PeterCase_0-1639729767086.png

 

 

You can find out who your online supervisors are under the "eSupport Settings" tab in Web Account Management.

 

Best regards,

Peter.

 

1 reply

H
Hedy16-Pearl
16-Pearl
December 17, 2021

Hi,

 

Please click the following link to upgrade your web account. Then try again to access the download page.
https://www.ptc.com/support/my-web-account/upgrade

 

If still have problem with accessing the download page, please submit your request through the link to get help.

https://support.ptc.com/support/feedback/web-account.htm

 

Regards,
Hedy
 

    V
    VK_100791851-VisitorAuthor
    1-Visitor
    December 17, 2021

    Hi,

    Above link says "Your account already has the PTC partner upgrade" and still I couldn't be able to download any software from support portal.

     

    Thanks.

    P
    PeterCaseCommunity ManagerAnswer
    Community Manager
    December 17, 2021

    Hi @VK_10079185 ,

     

    An online supervisor for your account will need to add the "Software Update Access" privilege to your account. This privilege is part of the baseline permission set any account receives when upgraded, but it seems to have been removed for you:

    PeterCase_0-1639729767086.png

     

     

    You can find out who your online supervisors are under the "eSupport Settings" tab in Web Account Management.

     

    Best regards,

    Peter.

     

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