eSupport "Access Denied - Insufficient Privileges" errors when logging a case

[PeterCase]

Please accept our apologies if you're one of the users currently impacted by web account privileges issues on the PTC eSupport site. Symptoms are inability to log cases and view article details. 

The Systems team is currently re-processing all affected accounts, and we'll share an update in this forum once the job is complete.

For more details, please see today's Service Alert.

Thank you. 

Peter.   

[PeterCase]

Short progress update:

• Our code managed to process just over a quarter of affected accounts today
• We noticed a significant slowdown in the updates over time, and so have pivoted to a more direct approach, processing chunks of user accounts manually
• Based on current progress, we require a further 14-18 hours to complete the re-processing activities, restoring full service for all by the start of the day in the U.S.

Once again, we apologize if you were impacted by these updates today, and will work to address the issue at source once we've completed our immediate remediation activities.

Thank you, 

Peter. 

[PeterCase]

Further progress update, 23-Jan:

• We’re on track with processing: over 80% of affected user accounts have now been repaired.
• Full service is restored in production for these accounts
• Processing for all accounts is expected to complete in the next ~ 2 hours

Thank you for your patience, 

Peter.

[PeterCase · Accepted solution]

Closing update:

Issue was resolved with the last of the account updates taking place around 2pm.

Thank you for bearing with us as we worked through this issue.

Our teams will perform an After Action Review in the coming days to decide on preventative measures to avoid any reoccurrence.

Peter.       

[JLaubacker]

hi, not sure if this is the same issue, but one of our developers see this error when looking at the knowledge base "the details of this article are only available to customers under active subscription/maintenance if you have a valid subscription, click here', but then when they do that, the next screen tells them the customer number is already there and they already have the support upgrade.