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Best answer by PeterCase

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.

 

5 replies

Marco Tosin
21-Topaz I
21-Topaz I
October 16, 2025

Same for me.

 

Marco
23-Emerald IV
October 16, 2025

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

 

Marco Tosin
21-Topaz I
21-Topaz I
October 16, 2025
Marco
23-Emerald IV
October 16, 2025

Same.

olivierlp
Community Manager
October 16, 2025

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. 

Olivier
23-Emerald IV
October 16, 2025

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

 

 

17-Peridot
October 16, 2025

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."

PeterCase17-PeridotAnswer
17-Peridot
October 16, 2025

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.

 

15-Moonstone
October 16, 2025

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