topic Problems adding attachments to cases in PTC eSupport Help Discussions

Problems adding attachments to cases

DomenicLaritz — Mon, 15 Sep 2025 14:06:54 GMT

Since 11-Sep-2025 I've been struggling with the problem that I can't upload attachments during case creation, but also afterwards.

If it happens during case creation, messages appear saying that the upload didn't work and to try again or delete the attachments.

After the case has been created, the behavior is such that you don't even receive a message.
The only way to notice it is to check the case history and see if a corresponding entry has been added for the attachment.

Switching to the legacy case view doesn't help either.

I've already reported the problem to PTC support via the case 17915739 (the linked page isn't publicly accessible).
Are others affected by this problem besides me?

Regards,
Domenic

Re: Problems adding attachments to cases

PeterCase — Mon, 15 Sep 2025 16:34:51 GMT

Hi @DomenicLaritz ,

Thanks for reporting this issue. @TomU and I have been exchanging on the same topic since Friday. We established root cause earlier today and made the necessary adjustments to allow the uploads to succeed.

Please confirm that this is working for you now. If not, we'll take a look at your case and the WAF logs to determine if further adjustments are needed.

Best regards,

Peter.

Re: Problems adding attachments to cases

DomenicLaritz — Tue, 16 Sep 2025 05:25:47 GMT

Hi Peter,

Thanks for the quick response.
I've just tested the upload for my problem case again and it has now worked perfectly. ✔️
Could you perhaps inform the case handlers at 17915739 accordingly? I don't want your colleagues to go to a lot of trouble now that the problem seems to have been solved.

Regards,
Domenic