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Not able to open cases, manage licenses or download software

ffallon
3-Visitor

Not able to open cases, manage licenses or download software

For any action, getting Access Denied message.

While opening Manage Licenses and Download Software, getting below message:

A problem was encountered with your web account. Please contact eSupport Help Community to resolve this issue. We apologize for any inconvenience.

1 ACCEPTED SOLUTION

Accepted Solutions
PeterCase
17-Peridot
(To:ffallon)

Hi @ffallon , sorry to hear of your experience. Checking your user profile in our CRM I see a note that the Account you were affiliated to no longer has an active agreement with PTC. The note was recent - February 2022.

As your Account has the profile "PTC Partner", please work with your Partner Manager to re-establish your agreement with us.

Best regards,

Peter.

View solution in original post

3 REPLIES 3
VladimirN
24-Ruby II
(To:ffallon)

 Hi,

 

Try to use - "Web Account Case Logger" form, here: https://support.ptc.com/support/feedback/web-account.htm

PeterCase
17-Peridot
(To:ffallon)

Hi @ffallon , sorry to hear of your experience. Checking your user profile in our CRM I see a note that the Account you were affiliated to no longer has an active agreement with PTC. The note was recent - February 2022.

As your Account has the profile "PTC Partner", please work with your Partner Manager to re-establish your agreement with us.

Best regards,

Peter.

We were not notified about the expiration of the agreement, which was originally for ThingWorx and not for Kepware. So not sure why it is rejecting access to create Support Case for Kepware, for which we have purchased licenses and need help on resolving issues with it. We do not know who our Partner Manager is, could you please provide contact details for them. We need to get this resolved on Priority as the issue is causing the customer to lose data.

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