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mfgpartner1-Visitor
1-Visitor
December 11, 2018
Question

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

  • 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.

 

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    4 replies

    B
    bfrandsen10-Marble
    10-Marble
    December 12, 2018

    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.

      B
      bfrandsen10-Marble
      10-Marble
      December 13, 2018

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

      H
      Heidi5-Regular Member
      5-Regular Member
      May 24, 2019

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

       

      H
      Heidi5-Regular Member
      5-Regular Member
      December 12, 2018

      @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.

      T
      23-Emerald IV
      TomU23-Emerald IV
      23-Emerald IV
      December 12, 2018

      @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

        H
        Heidi5-Regular Member
        5-Regular Member
        December 12, 2018

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

        J
        jeffreyrwalker14-Alexandrite
        14-Alexandrite
        December 12, 2018

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

         

        PTC,

        Any estimate when it will be operational again?

          M
          mfgpartner1-VisitorAuthor
          1-Visitor
          December 12, 2018

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

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

          F
          fbamberg1-Visitor
          1-Visitor
          December 28, 2018

          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.

            M
            mfgpartner1-VisitorAuthor
            1-Visitor
            December 13, 2018

            Had to log in in front of a customer yesterday and it took 2 minutes.

            Can't log in at all today.

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            HelesicPetr
            22-Sapphire II
            HelesicPetr22-Sapphire II
            22-Sapphire II
            December 13, 2018

            I got same error in IE try to use diferent explorer. Firefox or Chrome if it is possible.

            In my casae I can login with Firefox but cant search :D.

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