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jdefiore1-Visitor
1-Visitor
October 8, 2013
Solved

Help crashes in Prime 3.0?

  • October 8, 2013
  • 2 replies
  • 2421 views

Anyone else seen F1 or selecting help from the menu cause a popup with a 505 error? I uninstalled/reinstalled Prime 3.0 and rebooted and still no help:

HTTP ERROR: 500

INTERNAL_SERVER_ERROR

RequestURI=/index.jspx

Caused by:

java.lang.NullPointerException at java.io.File.(Unknown Source) at com.arbortext.dmc.consumer.tool.Utils.getConsumerUserHome(Utils.java:16) at com.arbortext.dmc.consumer.update.UpdateManager.(UpdateManager.java:111) at com.arbortext.dmc.consumer.update.UpdateManager.getUpdateManager(UpdateManager.java:98) at com.arbortext.dmc.consumer.servletfilter.RedirectFilter.doFilter(RedirectFilter.java:86) at org.mortbay.jetty.servlet.ServletHandler$CachedChain.doFilter(ServletHandler.java:1088)
Best answer by VladimirN

Maybe this topic would help: http://communities.ptc.com/message/189521#189604

... Technical Support was able to find the cause for the help issues: "My temp directory was not writable". This is true for all computers in my company, since they are all set up the same way (company standards). So I was instructed to edit the launcher.xml file, and now I am up and running! ...

2 replies

W
Werner_E25-Diamond I
25-Diamond I
October 8, 2013

I don't know that error but did you also try to deinstall and reinstall/update the Java RTE? Not sure if this could help but maybe worth a try.

J
jdefiore1-VisitorAuthor
1-Visitor
October 9, 2013

Thanks, Werner, that's the first thing that I tried, did not help.

John

V
VladimirN24-Ruby IIIAnswer
24-Ruby III
October 9, 2013

Maybe this topic would help: http://communities.ptc.com/message/189521#189604

... Technical Support was able to find the cause for the help issues: "My temp directory was not writable". This is true for all computers in my company, since they are all set up the same way (company standards). So I was instructed to edit the launcher.xml file, and now I am up and running! ...

J
jdefiore1-VisitorAuthor
1-Visitor
October 9, 2013

Thank you Vladimir, I will investigate.

John

J
jdefiore1-VisitorAuthor
1-Visitor
October 14, 2013

In case anyone else is experiencing this problem Vladimir was correct. The steps to fix it are in the following article: https://www.ptc.com/appserver/cs/view/solution.jsp?n=CS58405

If you fix it by editing the Launcher.xml file (as I did) be aware of the commenting syntax of XML and place the new line outisde of the section that is commented out.

Regards,

John

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