Unable to download software from support site

[VK_10079185]

Hi,

I am seeing an error message saying "Access Denied - Insufficient Privileges" when I tried to navigate to Download Software page in the support portal.

I can see below in the account settings.

• Support Package: Gold, Gold+

Can you please help my why downloads are not available for me.

Thanks.

[Hedy]

Hi,

Please click the following link to upgrade your web account. Then try again to access the download page.
https://www.ptc.com/support/my-web-account/upgrade

If still have problem with accessing the download page, please submit your request through the link to get help.

https://support.ptc.com/support/feedback/web-account.htm

Regards,
Hedy
 

[VK_10079185]

Hi,

Above link says "Your account already has the PTC partner upgrade" and still I couldn't be able to download any software from support portal.

Thanks.

[PeterCase · Accepted solution]

Hi @VK_10079185 ,

An online supervisor for your account will need to add the "Software Update Access" privilege to your account. This privilege is part of the baseline permission set any account receives when upgraded, but it seems to have been removed for you:

You can find out who your online supervisors are under the "eSupport Settings" tab in Web Account Management.

Best regards,

Peter.