Request Authorization Error Enabling Performance Advisor in ThingWorx 9.6

Hello Team,

We are currently attempting to enable the Performance Advisor feature in ThingWorx 9.6 by navigating to:

PlatformSubsystems > Metrics Reporting > Request Authorization

However, when initiating the authorization request, we receive the following error message:

“An error occurred while attempting to contact PTC. Please try again later.”

Additionally, the application logs show related entries during the attempt, and we’ve observed that the Customer Number remains set to 0 and the Customer Name remains blank.
 

Could you please advise on potential causes or next steps to resolve this issue?

Any guidance or recommendations would be greatly appreciated. Please let me know if you need any additional information from our side for troubleshooting.

Thank you,