Overall usability of the eSupport portal site has been terrible for the past weeks, if not months. The login page typically takes 30 seconds+ to log in and I'm often getting server error messages like "Server Error in '/' Application" when I try to open case links.
It seems related to data collection. It connects to facebook.com and woopra.com at login. The communication with woopra.com takes by far the longest. I hope PTC will address this very bad performance soon.
@Heidi, you might want to review this thread as well: https://community.ptc.com/t5/Community-Feedback/12-1-Weekend-Maintenance/m-p/583731/highlight/true#M...
The issue with the support page errors is still actual.
More then 2 days can't search the articles.
That is very bad if I have trouble with upgrade of Windchill and can't find general information
The login takes several minutes and search in knowladge base getting errors.
Only the Dylan search works when you want to open the case.
This is small workaround how to find something but not enough.
Hope the issue will be solved shortly
@mfgpartner Our IT team identified the root cause of the long log in times and a fix was applied earlier this week. You should no longer be seeing extended log-in times.
Everybody in our company is getting this error since the last two weeks.
PTC, can you please do something about it, it's not possible for us to browse the knowledge base to troubleshoot issues. Interestingly, directly accessing PTC Support Cases or other PTC Support Tools work.
This is not acceptable.
Any status update on this issue?
I still get a response code 500, indicating an Internal Server Error when accessing https://www.ptc.com/support (see attachment). This is the main page for Customer Service tools, making these unreachable.
Hello, I would suggest to try diferent browser or cleanup all temporary files and history.
Very often it hepls me to solve this issue.
@HelesicPetr Good suggestion, but return code 500 indicates an error on the server side. In this case it does not help cleaning browser data locally (just tried).
Can you access PTC web support?
I opened a case with PTC Support. It was a problem with my account and it has been fixed now.
More accounts are affected, so if you are hit, this is the way to solve it.
After login to community.ptc.com you can use the link below to access case logger.
Looks like the slow login is back (at least with Firefox.) Took several minutes to log in just now. Seems to be waiting for something from woopra.com.