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

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

@Heidi,

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.

Slow Login.PNG

 

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

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.

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

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.

 

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

Hello, I would suggest to try diferent browser or cleanup all temporary files and history.

Very often it hepls me to solve this issue.

PetrH

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

@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?

Highlighted

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

Actualy I can access to PTC Support.

IE works, Firefox works, Chrome works.

Best Regards.

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

@HelesicPetr Thank you. I get this error in all browsers on both my PCs. I will investigate with our IT department.

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

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.

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

I would if I could.

Fun thing is that without being able to get onto the start page of Support, I cannot open a Support Case.

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

After login to community.ptc.com you can use the link below to access case logger.

https://support.ptc.com/apps/case_logger_viewer/cs/auth/ssl/log