Thanks @GA_8753295 for trying these steps. They helped us narrow down to the root cause.
On checking the permissions set for your account, it looks like you do not have the "Log Cases" permission:
Usually this permission is added by default on account upgrade, along with the "Software Update Access" permission, which allows users to download software.
Could you please contact one of your Online Supervisors to request the log cases permission ? There are 4 associated to your account, and you will find them in the Account Management > eSupport Settings tab.
Once this is configured, you will have access to cases opened by your company, as well as the log cases option.
Many thanks,
Peter.
Ok, thanks for taking these steps, @GA_8753295 . We also confirm on our side that you now have all required Software Update and Case Management permissions.
From your interactions earlier today on the eSupport site we see this in the logs:
When your account was upgraded (Sept 14th) you should have received an email with the title "Activate your PTC.com account upgrades". After clicking the "Verify" link in the email, you should be able to access your company's cases without error.
In case you need to resend the email, please follow the instructions in article 192628.
