Skip to main content
Marco Tosin
21-Topaz I
Marco Tosin21-Topaz I
21-Topaz I
February 9, 2026
Solved

No new daily article from support

  • February 9, 2026
  • 1 reply
  • 167 views

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

 

 

Best answer by PeterCase

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.

1 reply

P
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. 

 

Marco Tosin
21-Topaz I
Marco Tosin21-Topaz IAuthor
21-Topaz I
February 11, 2026

Hi @PeterCase,
I received the daily email from support this morning, but I'm not sure if it contained all the articles that I didn't receive in the previous days (I say this based on the average number of articles I receive every day and the fact that the previous one arrived last Thursday).

 

My colleague, on the other hand, hasn't received anything yet.

 

Marco
P
PeterCaseCommunity Manager
Community Manager
February 11, 2026

Hi @Marco_Tosin , 

This is good to hear - thanks for the update. The team has found an issue in our session handling with the outbound SMTP server which is the likely cause of this intermittent issue. We're working on a fix and I'll update this thread once ready.

In the meantime, I can see that we owe you updates on 32 items - 29 articles and 3 media updates. I've asked the team to reprocess these by tomorrow.

Could you also send the email address of your colleague (via private message) so that we can check and resend any queued items we find ? 

Many thanks, 

Peter.  

    Terms & ConditionsCookie settingsAccessibility statement