Skip to main content
D
dremmers11-Garnet
11-Garnet
May 24, 2018
Solved

Unknown error while installing PTC Advisor.

  • May 24, 2018
  • 1 reply
  • 2441 views

Dear PTC-Community,

recently we have faced a situation, where the performance of our server has dropped significantly.Thus, we would like to install Performance Advisor. But the installation cannot be completed because we get the following error on the stage "Connecting to PTC.com":

aaa.jpg

 

All the data inputted was checked numerous times and is correct. SCN was used from the licence which was requested and downloaded today, so it also should be correct.

 

Any advices would be much appreciated!

Best regards,

Daniel Remmers.

Best answer by apawar

 Hello,

 

Performance Advisor tries to connect Authentication server from PTC.com also, it uses WSS protocol to communicate.

Also, it needs both direction communication allowed on port 8443.

So, here are the steps:

  • Whitelist domain parec.ptc.com
  • Bidirectional communication between parec.ptc.com should be allowed on port 8443
  • Performance Advisor uses protocol WSS to communicate with PTC servers

Reference article: CS281941

Hope that helps. 🙂

 

Regards,

Amit Pawar

1 reply

A
apawar5-Regular MemberAnswer
5-Regular Member
June 27, 2018

 Hello,

 

Performance Advisor tries to connect Authentication server from PTC.com also, it uses WSS protocol to communicate.

Also, it needs both direction communication allowed on port 8443.

So, here are the steps:

  • Whitelist domain parec.ptc.com
  • Bidirectional communication between parec.ptc.com should be allowed on port 8443
  • Performance Advisor uses protocol WSS to communicate with PTC servers

Reference article: CS281941

Hope that helps. 🙂

 

Regards,

Amit Pawar

D
dremmers11-GarnetAuthor
11-Garnet
July 25, 2018

Thank you so much, Amid. Highly appreciated. Your recommendation might have helped.

In the end PTC had to change some settings regarding our account at their site before we were able to install the SW.

Regards

Daniel Remmers

Terms & ConditionsAccessibility statement