topic Re: This article is not visible to customers. in PTC eSupport Help Discussions

This article is not visible to customers.

Marco_Tosin — Thu, 11 Dec 2025 11:57:58 GMT

While trying to read one of the articles sent by support (in my case, once a day), I came across this one which, as stated in the title of this discussion, is not visible to customers.

https://www.ptc.com/en/support/article/CS452584

I wonder if there is a way to intercept these types of articles and prevent them from being included in the email with the subject line “PTC Technical Support eNews & Alerts.”

If technical support has decided that the article should not be visible, I don't think it makes much sense for all users who have subscribed to support articles to be aware of it.

Re: This article is not visible to customers.

RomainGarcia — Thu, 11 Dec 2025 12:36:33 GMT

Hi @Marco_Tosin,

Thank you for bringing this to our attention.

At the time the notification email was sent, the article was marked as "Public". It was later changed to "Internal" by a customer who flagged that its content might need review. We allow customers to request such changes to ensure sensitive or inaccurate information is not visible.

An engineer is currently reviewing the article to confirm its accuracy and determine if it can be republished.

We understand that arriving at a page that is no longer accessible can be frustrating. One potential improvement could be adding a message in the viewer to explain why the article is unavailable. This would require prioritization by our IT team, and we will share this feedback with them.

Thank you again for highlighting this. Your input helps us improve the experience for all users.

Best regards,
Romain

Re: This article is not visible to customers.

RomainGarcia — Thu, 18 Dec 2025 14:59:34 GMT

Hi @Marco_Tosin , I just would like to close the loop on this article. It has been published again after additional discussions with our R&D team.

Thanks again for your assistance!

Romain