eSupport Portal site slow and often getting Server Error in '/' Application

Forum|Forum|7 years ago
December 11, 2018
4 replies
20835 views

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.

eSupport Portal

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bfrandsen

10-Marble

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.

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bfrandsen

10-Marble

Timing from Firefox2 minutes waiting for www.woopra.com to respond on requests.

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Heidi

5-Regular Member

Our web team have investigated and addressed the performance issues. Please let me know if you see any further issues with the performance.

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Heidi

5-Regular Member

@mfgpartner The eSupport Portal site was down briefly (for less than an hour) yesterday but full service has now been restored.

@bfrandsen I have opened an internal case with our web team to investigate the performance issues you described.

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TomU

23-Emerald IV

@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#M734

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Heidi

5-Regular Member

Thanks @TomU, I have made the team aware of your thread too.

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jeffreyrwalker

14-Alexandrite

And today no search results returned. Only "Sorry, something went wrong."

PTC,

Any estimate when it will be operational again?

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mfgpartner

Author

1-Visitor

Just tried too. Got the same response ("Sorry, something went wrong").

It definitely feels like this happens 1-2 days a month.

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Heidi

5-Regular Member

@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.