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PeterCaseAnswer
Community Manager
Oct 16, 2025 4:34 PM UTC

Hi @ScottMorris , @TomU , @Marco_Tosin , we experienced a hardware issue impacting our identity servers at around 9:49am today. The team has completed the recovery now and we're completing final checks. We've also made a preventative change to ensure this can't happen again. Sorry for the inconvenience caused. Could you try a fresh log-in with a new browser session and let us know if you still have any issues accessing search ?  

Thank you, 

Peter.

 

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13 replies

MarcoTosin
MarcoTosin21-Topaz II
21-Topaz II
Oct 16, 2025 1:04 PM UTC

Same for me.

 

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Marco
TomU
TomU23-Emerald IV
23-Emerald IV
Oct 16, 2025 1:37 PM UTC

Is anyone else having issues with the eSupport KB search?  No matter what I search for today, I just get a blank page back.  I've tried two different computers and three different browsers.

 

TomU_0-1760621805944.png

 

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MarcoTosin
MarcoTosin21-Topaz II
21-Topaz II
Oct 16, 2025 1:39 PM UTC

Hi @TomU 

@ScottMorris reported the same thing in this discussion.

 

https://community.ptc.com/t5/PTC-eSupport-Help-Discussions/PTC-Technical-Support-Knowledge-Base-Search-Offiline/m-p/1038765

 

 

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Marco
    TomU
    TomU23-Emerald IV
    23-Emerald IV
    Oct 16, 2025 1:43 PM UTC

    Same.

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    olivierlp
    olivierlpCommunity Manager
    Community Manager
    Oct 16, 2025 1:45 PM UTC

    Hello, 

    @ScottMorris @Marco_Tosin @TomU 

    I just merged the 2 topics together. Thanks for reporting this and sorry about the bad experience. 

    We are opening a ticket immediately and hope to resolve the problem quickly. 

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    Olivier
      TomU
      TomU23-Emerald IV
      23-Emerald IV
      Oct 16, 2025 2:15 PM UTC

      We seem to be going backwards.  Now I just get this:

      TomU_0-1760624057195.png

       

      The PTC Portal (VM) site is down now too.

      TomU_1-1760624104301.png

       

       

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      ScottMorris
      ScottMorris17-PeridotAuthor
      17-Peridot
      Oct 16, 2025 3:55 PM UTC

      Its now updated to: "We’re currently experiencing sign-in issues affecting My PTC and associated tools. Our team is actively working to restore full functionality. Thank you for your patience."

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      PeterCaseCommunity ManagerAnswer
      Community Manager
      Oct 16, 2025 4:34 PM UTC

      Hi @ScottMorris , @TomU , @Marco_Tosin , we experienced a hardware issue impacting our identity servers at around 9:49am today. The team has completed the recovery now and we're completing final checks. We've also made a preventative change to ensure this can't happen again. Sorry for the inconvenience caused. Could you try a fresh log-in with a new browser session and let us know if you still have any issues accessing search ?  

      Thank you, 

      Peter.

       

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        dhermosillo15-Moonstone
        15-Moonstone
        Oct 16, 2025 5:40 PM UTC

        Still not working for me.
        Getting the same blank screen, that Tom posted above, in all browsers.

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