topic PTC Technical Support Knowledge Base Search Offiline? in PTC eSupport Help Discussions

PTC Technical Support Knowledge Base Search Offiline?

ScottMorris — Thu, 16 Oct 2025 13:00:31 GMT

I cannot get the PTC TS KB search to load today?
https://www.ptc.com/en/support/search

Re: PTC Technical Support Knowledge Base Search Offiline?

Marco_Tosin — Thu, 16 Oct 2025 13:04:33 GMT

Same for me.

eSupport KB Search Down???

TomU — Thu, 16 Oct 2025 13:37:15 GMT

Is anyone else having issues with the eSupport KB search? No matter what I search for today, I just get a blank page back. I've tried two different computers and three different browsers.

Re: eSupport KB Search Down???

Marco_Tosin — Thu, 16 Oct 2025 13:39:58 GMT

Hi @TomU

@ScottMorris reported the same thing in this discussion.

https://community.ptc.com/t5/PTC-eSupport-Help-Discussions/PTC-Technical-Support-Knowledge-Base-Search-Offiline/m-p/1038765

Re: PTC Technical Support Knowledge Base Search Offiline?

TomU — Thu, 16 Oct 2025 13:43:06 GMT

Same.

Re: PTC Technical Support Knowledge Base Search Offiline?

olivierlp — Thu, 16 Oct 2025 13:45:58 GMT

Hello,

@ScottMorris @Marco_Tosin @TomU

I just merged the 2 topics together. Thanks for reporting this and sorry about the bad experience.

We are opening a ticket immediately and hope to resolve the problem quickly.

Re: PTC Technical Support Knowledge Base Search Offiline?

TomU — Thu, 16 Oct 2025 14:15:27 GMT

We seem to be going backwards. Now I just get this:

The PTC Portal (VM) site is down now too.

Re: PTC Technical Support Knowledge Base Search Offiline?

ScottMorris — Thu, 16 Oct 2025 15:55:57 GMT

Its now updated to: "We’re currently experiencing sign-in issues affecting My PTC and associated tools. Our team is actively working to restore full functionality. Thank you for your patience."

Re: PTC Technical Support Knowledge Base Search Offiline?

PeterCase — Thu, 16 Oct 2025 16:34:05 GMT

Hi @ScottMorris , @TomU , @Marco_Tosin , we experienced a hardware issue impacting our identity servers at around 9:49am today. The team has completed the recovery now and we're completing final checks. We've also made a preventative change to ensure this can't happen again. Sorry for the inconvenience caused. Could you try a fresh log-in with a new browser session and let us know if you still have any issues accessing search ?

Thank you,

Peter.

Re: PTC Technical Support Knowledge Base Search Offiline?

dhermosillo — Thu, 16 Oct 2025 17:40:21 GMT

Still not working for me.
Getting the same blank screen, that Tom posted above, in all browsers.

Re: PTC Technical Support Knowledge Base Search Offiline?

PeterCase — Thu, 16 Oct 2025 18:58:08 GMT

Thanks @dhermosillo. We've looked into this and have identified the root cause (JSON response is cut off when making the getproductreleasedata call). Strangely it's not reproducible for PTC user accounts.

We're working to restore this now.

Peter.

Re: PTC Technical Support Knowledge Base Search Offiline?

PeterCase — Thu, 16 Oct 2025 21:48:26 GMT

Hi @ScottMorris , @TomU , @Marco_Tosin , @dhermosillo ,

We've completed work on this issue for now with Search consistently loading in our our tests. Could you please try again and let me know in case you're still seeing an issue ?

Many thanks,

Peter.

Re: PTC Technical Support Knowledge Base Search Offiline?

dhermosillo — Fri, 17 Oct 2025 01:41:59 GMT

It seems to be working properly now.
Thanks for your help!

Re: PTC Technical Support Knowledge Base Search Offiline?

Marco_Tosin — Mon, 20 Oct 2025 08:39:09 GMT

Hi @PeterCase ,
I'm a little late because I was on vacation on Friday, but I can confirm that everything is OK now.

Thank you.