When an organization is created by PTC, the person who gets the Electronic Software Delivery (ESD) from PTC, is assigned as the administrator to the entire organization. In most cases, this admin will download the software for the (PTC Support Portal) and install it on a shared network drive or to their users' computers. However, there is sometimes a need for other users to download the needed software from PTC. Oftentimes, they do not have the correct permissions to do this and get the below error.

There are two ways to solve this:


The Quick Workaround

The quickest workaround is for the person who is the administrator to download a ZIP file of the needed software and send it to the people in the organization who need it.


Modifying Organization Permissions

The second more formal solution is to modify the organization permissions so the users who need to download the software can. To do this, when the administrator is logged in to the PTC Support Portal, navigate to their name in the top right corner and select "Manage my Web Account". Under the eSupport Settings tab, select contact "PTC Account Support" (shown below) and explain which users of your organization you'd like to have which privileges. 

Only PTC can modify these permissions and it generally takes a few business days.