PTC eSupport Help Discussions

The PTC support site appears to be down today for everyone I’ve talked to.  

We are currently experiencing an issue affecting access to portions of the PTC eSupport experience. Some users may encounter the following error message:HTTP ERROR 502"www.ptc.com can't currently handle this request"Our teams are actively investigating the issue and are treating restoration of service as the highest priority.We apologise for the inconvenience and appreciate your patience while we work to resolve the problem. We will continue to provide updates in this community as more information becomes available.

Hi there, I seem to be getting the following message when trying to access my notification settings. Please may this be looked into? The location I am trying to access Access Denied - Insufficient PrivilegesA problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience. Thank you very much in advance! Kind regards,David

Hello, When atttempting to access our licensing I get this error:Access Denied - Insufficient PrivilegesA problem was encountered with your web account. Please contact eSupport Help Community  to resolve this issue. We apologize for any inconvenience.Can someone help with this?

Please help...

Hi,I did see this link regarding the MCP connection- https://support.ptc.com/help/windchill/ai_plugin/en/index.html#page/Windchill_Help_Center/document_vault/WCAIAssistAIPluginMCPServer.htmlAre there any charges if my copilot connects to the MCP?

Is there a way to delete some of your own posts? I have some posts that never got any responses so I was just looking for a way to clean them out.

Notice: Technical Support Articles are currently unavailable in the PTC eSupport Knowledgebase Search and may not appear in search results.We have identified the root cause and are working on a resolution. A fix is expected shortly and we’ll update this thread once full access is restored.We apologise for any inconvenience caused.Thank you for your understanding,Peter.

The eSupport portal seems to be inaccessible today for some reason but logging onto the PTC Community is working fine.  I’ve tried multiple browsers and computers and the results are the same.   

Hi Team, Recently, I posted a topic related to Codebeamer test execution.As a follow-up, I received feedback suggesting that I raise an idea through the link below:Link :- Join the conversation | CommunityHowever, it appears that I do not have access to this page.Could anyone please guide me on how to obtain access or whom I should contact regarding this issue?  Thank you for your support. Regards,Prathamesh

Hi ​@PeterCase,neither yesterday nor today did my colleague and I receive the email from PTC Support.I’m not sure if this might be linked to the update you carried out at the weekend. Marco

Does any else has same problem? Just documentation and community results are found. 

I manage eSupport access for my users, some of which have left the company. How do I remove these accounts from the eSupport account management list?Thanks in advance.

Hi ​@PeterCase since yesterday evening, it has been impossible to access the Performance Advisor pages.I tried using this link  And this is the result  The same thing happens when you refresh a page that was previously open and had been working fine up until that point. 

Sorry if you are currently impacted by access issues to eSupport.We’re aware of intermittent login problems that may result in errors such as “User not found” , “Account Inactive” or login timeouts. Our teams are actively investigating and working to stabilise the service as quickly as possible.If you encounter issues, please try again after a short interval - access will usually succeed on retry.There is no need to follow any password reset flows.We appreciate your patience and will share further updates as we have them.Thank you, Peter.

Hello Team,We are currently attempting to enable the Performance Advisor feature in ThingWorx 9.6 by navigating to:PlatformSubsystems > Metrics Reporting > Request AuthorizationHowever, when initiating the authorization request, we receive the following error message:“An error occurred while attempting to contact PTC. Please try again later.”Additionally, the application logs show related entries during the attempt, and we’ve observed that the Customer Number remains set to 0 and the Customer Name remains blank. Could you please advise on potential causes or next steps to resolve this issue?Any guidance or recommendations would be greatly appreciated. Please let me know if you need any additional information from our side for troubleshooting.Thank you,

The ptc.com and support.ptc.com websites appear to be down today.  I’m not sure if this is a local issue or global issue. 

Hi,I’m trying to download software for more access to Manikin and I’m getting the message in the below image. Can you assist please.  

I can not acccess https://support.ptc.com/apps/business_support/auth/ssl/assistantas per CS422382I receive the following error ‘Access Denied - Insufficient Privileges  A problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience.‘

Since yesterday, the support articles have been intermittently unavailable.Below is the message that appears: Sorry, the article viewer is currently unavailable. Please try again later. 

"I have Creo Parametric 1.0!--tgqphd|[]-->. For a few!--tgqphd|[]--> days, my Creo has been working!--tgqphd|[]--> slowly because an error message appears!--tgqphd|[]--> on the screen!--tgqphd|[]-->:!--tgqphd|[]-->'ptc.com uses an invalid security certificate. The certificate is not trusted because the issuer certificate is unknown. (Error code: sec_error_unknown_issuer)'!--tgqphd|[]-->!--tgqphd|[]-->How can I!--tgqphd|[]--> solve this!--tgqphd|[]--> problem?"

I just had my account updated and verified with a partner access ID, but I get this error when accessing downloads.Access Denied - Insufficient PrivilegesA problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience. Am I missing something?Also when I am trying to verify upgrade my account. I don't receive any code on my email.Please support.Thanks

I just had my account updated and verified with a partner access ID, but I get this error when accessing downloads.Access Denied - Insufficient PrivilegesA problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience. Am I missing something?Also when I am trying to verify upgrade my account. I don't receive any code on my email.Please support.Thanks

​@PeterCase ​@RomainGarcia ,One of the most useful things when reading a modified support article is being able to see what changes have been made to it. Until now, this hasn’t been possible, but while reading the updates to this critical article, which has been edited several times in recent days, I noticed that a table with the change log has been added at the bottom of the page. Was this done solely because of the urgency of the article’s content and the frequent edits, or are you working on extending this feature to all other edited articles as well? Thanks  Marco