topic Re: Cannot log into PTC support in PTC eSupport Help Discussions

Cannot log into PTC support

STEVEG — Tue, 07 Dec 2021 13:45:00 GMT

Can anyone else log into PTC's support site?

Yesterday one of my users couldn't log in. I tried logging in today and I still couldn't. I also had a third person try logging in today and they couldn't.

I came here to the community forum and logged in successfully.

When I went back to PTC's site I was logged in.

I cannot log in to PTC's site directly.

Re: Cannot log into PTC support

VladimirN — Tue, 07 Dec 2021 13:47:47 GMT

What link did they use to sign in?

Re: Cannot log into PTC support

STEVEG — Tue, 07 Dec 2021 13:48:50 GMT

https://www.ptc.com/en/support

Re: Cannot log into PTC support

STEVEG — Tue, 07 Dec 2021 13:51:08 GMT

I am also using MS Edge. One of my users tried IE.

I haven't tried Chrome so I can try that.

Re: Cannot log into PTC support

Leigh — Tue, 07 Dec 2021 13:51:50 GMT

Hi SteveG

Thanks for making us aware of your issue. I have reached out to the internal team to make them aware. Can you share the error message you received in the meantime?

As a side note, I will be moving this thread to the eSupport Community Forum.

Thanks!

Leigh

Re: Cannot log into PTC support

StephenW — Tue, 07 Dec 2021 13:52:21 GMT

I was just able to login directly to PTC support without being logged in to the communtiy on Chrome

Re: Cannot log into PTC support

STEVEG — Tue, 07 Dec 2021 13:55:01 GMT

Hi Leigh,

Now both myself and my user can log in successfully. Not sure what happened there. Sorry about that.

Re: Cannot log into PTC support

PeterCase — Tue, 07 Dec 2021 14:05:39 GMT

Hi everyone, we've had several reports of this issue with the same symptoms – no error and bounced back to the log-in form. As it is impacting specific users and not others we've checked the user accounts we know of so far for anything obvious (duplicate accounts, unsupported characters, recent account updates) and found no common theme.

As we made some firmware updates on our network infrastructure last weekend, we're checking whether there's an issue on one particular node. Please keep us informed of any changes / new issues (but please don't share personally identifiable info) and we'll keep you informed of progress on our side.

Peter.

Re: Cannot log into PTC support

Marco_Tosin — Tue, 07 Dec 2021 14:24:09 GMT

Hi Peter,

I had the same issue both for Edge than Chrome.

No problem using Firefox.

Using Edge I got 404 error for days.

Now all works well

Re: Cannot log into PTC support

STEVEG — Tue, 07 Dec 2021 19:39:05 GMT

I'm glad it wasn't just us.

Re: Cannot log into PTC support

PeterCase — Wed, 08 Dec 2021 12:44:04 GMT

Hi everyone,

Thanks for keeping us updated on browsers affected etc.

A quick progress update from our side: We've found an incorrect header date being sent by one of our web server nodes. As the date is in the future (03-April-2022) and past the expiry date of the cookies used for log-in, the authentication is failing:

We're working to identify where this date (which remains static) is coming from, as the server's own date / time is correct.

Best regards,

Peter

Re: Cannot log into PTC support

PeterCase — Wed, 08 Dec 2021 20:47:08 GMT

Hello all,

(Hopefully) a last update from me on this thread to let you know the issue is now resolved. The underlying cause was a time sync issue between our servers and Microsoft time servers which our infrastructure team will investigate further.

A server reboot allowed all of the services to reset and pickup the correct time again, meaning the login cookies will no longer be seen as expired on issue.

Sorry for the inconvenience if you were one of the users impacted,

Peter.

Re: Cannot log into PTC support

STEVEG — Wed, 08 Dec 2021 21:13:26 GMT

Thank you for the update.

Re: Cannot log into PTC support

JoshuaHouser — Tue, 14 Dec 2021 16:40:32 GMT

Seems this problem may be happening again.

Re: Cannot log into PTC support

STEVEG — Tue, 14 Dec 2021 16:56:08 GMT

I just had two of my users try and they both can log in.

Re: Cannot log into PTC support

JoshuaHouser — Tue, 14 Dec 2021 17:03:32 GMT

Thanks for checking Steve. Hopefully it's just an isolated issue. I was able to create a support case for PTC Support through the "Support assistant". https://support.ptc.com/apps/case_logger_viewer/cs/auth/ssl/log

Re: Cannot log into PTC support

STEVEG — Tue, 14 Dec 2021 17:04:42 GMT

I was able to successfully log in using IE as well.

Re: Cannot log into PTC support

JoshuaHouser — Tue, 14 Dec 2021 17:14:12 GMT

And like magic, it's working again for me!

Musta been a glitch in the matrix.

Re: Cannot log into PTC support

SM_10081957 — Wed, 15 Dec 2021 15:48:35 GMT

Hello. I'm having issues in logging into PTC as well. I keep getting an error saying page can't be reach.

Thanks.

Re: Cannot log into PTC support

SM_10081957 — Wed, 15 Dec 2021 16:11:23 GMT

Never mind its working now.