Websocket Communication issue

[steixeira]

Hello.

I'm trying to connect a remote computer with KepServerEX (v. 6.3) with TW Manufacturing App (v. 8.1) running in PTC cloud. I've reviewed all the need configuration from both side, but I can't get the connection between KepServer and TW, even though it is possible to access the ThingWorx Composer from KepServer computer.

From the KepServer computer, the error message is the following: 

06/03/2018 11:48:20 Debug ThingWorx Diagnostics [DEBUG] 2018-03-06 14:48:19,904 ws_on_headers_complete: Websocket connected!
06/03/2018 11:48:20 Debug ThingWorx Diagnostics [INFO] 2018-03-06 14:48:19,904 twWs_Connect: Websocket connected!
06/03/2018 11:48:20 Debug ThingWorx Diagnostics [TRACE] 2018-03-06 14:48:19,905 msgHandlerOnConnect: WEBSOCKET CONNECTED
06/03/2018 11:48:20 Debug ThingWorx Diagnostics [DEBUG] 2018-03-06 14:48:19,905 twWs_SendMessage: Sent 60 bytes using 1 frames.
06/03/2018 11:48:20 Debug ThingWorx Diagnostics [TRACE] 2018-03-06 14:48:19,905 twMessage_Send: Message with RequestId 296 sent successfully
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [WARN] 2018-03-06 14:48:29,905 api:sendMessageBlocking: Message 296 timed out
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [INFO] 2018-03-06 14:48:29,905 twMessageHandler_CleanupOldMessages: Message 294 timed out
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [DEBUG] 2018-03-06 14:48:29,905 twMessage_Delete: Deleting AUTH Message: 296
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [ERROR] 2018-03-06 14:48:29,905 twApi_Connect: Max number of connect retries: 1, has been reached
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [DEBUG] 2018-03-06 14:48:29,906 twMessage_Send: Not authenticated yet
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [ERROR] 2018-03-06 14:48:29,906 twMessage_Send: Error sending Message with RequestId 297
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [DEBUG] 2018-03-06 14:48:29,906 twMessage_Delete: Deleting BIND Message: 297
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [DEBUG] 2018-03-06 14:48:29,906 Disconnect called. Code: 1000, Reason:
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [DEBUG] 2018-03-06 14:48:29,906 sendCtlFrame: >>>>> Sending Close. Msg: ?Normal Close
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [DEBUG] 2018-03-06 14:48:29,907 twTlsClient_Close: Disconnecting from server
06/03/2018 11:48:30 Debug ThingWorx Diagnostics [WARN] 2018-03-06 14:48:29,907 msgHandlerOnClose: WEBSOCKET CLOSED  

From the TW Manufacturing computer, the error message is:

Application Log:

2018-03-06 14:48:12.706+0000 [L: WARN] [O: c.t.c.s.c.j.Jsr356ServerConnection] [I: ] [U: ] [S: ] [T: http-nio-80-exec-2] Server WebSocket closed unexpectedly, unregistering from Server Endpoint [ws session id: 7d, endpoint id: 123, endpoint name: null] null
2018-03-06 14:48:23.237+0000 [L: WARN] [O: c.t.c.s.c.j.Jsr356ServerConnection] [I: ] [U: ] [S: ] [T: http-nio-80-exec-8] Server WebSocket closed unexpectedly, unregistering from Server Endpoint [ws session id: 7e, endpoint id: 124, endpoint name: null] null
2018-03-06 14:48:33.831+0000 [L: WARN] [O: c.t.c.s.c.j.Jsr356ServerConnection] [I: ] [U: ] [S: ] [T: http-nio-80-exec-9] Server WebSocket closed unexpectedly, unregistering from Server Endpoint [ws session id: 7f, endpoint id: 125, endpoint name: null] null

Communication Log:

2018-03-06 14:48:12.706+0000 [L: INFO] [O: C.c.t.c.s.c.j.Jsr356ServerConnection] [I: ] [U: ] [S: ] [T: http-nio-80-exec-2] (CONNECTION) Server WebSocket CLOSED [session id: 7d, reason: CloseReason: code [1006], reason [null]]
2018-03-06 14:48:22.878+0000 [L: INFO] [O: C.c.t.c.s.c.j.Jsr356ServerConnection] [I: ] [U: ] [S: ] [T: http-nio-80-exec-10] (CONNECTION) Server WebSocket OPEN [session id: 7e]
2018-03-06 14:48:23.237+0000 [L: INFO] [O: C.c.t.c.s.c.j.Jsr356ServerConnection] [I: ] [U: ] [S: ] [T: http-nio-80-exec-8] (CONNECTION) Server WebSocket CLOSED [session id: 7e, reason: CloseReason: code [1006], reason [null]]
2018-03-06 14:48:33.503+0000 [L: INFO] [O: C.c.t.c.s.c.j.Jsr356ServerConnection] [I: ] [U: ] [S: ] [T: http-nio-80-exec-1] (CONNECTION) Server WebSocket OPEN [session id: 7f].

Has anyone faced this kind of issue?? Or have any suggestion to fix it?

Thanks in advance!!

Soraia

[stmarchessault]

Greetings @steixeira,

A similar error message sequence-- timeout of the first message immediately following a socket connection-- was observed recently in a different forum thread:

https://community.ptc.com/t5/ThingWorx-Developers/KEP-connections-issue/m-p/538768/

The solution shared by the original poster was to disable third-party Endpoint Security software. Does this recommendation, or any other suggestion contained in that thread, alleviate the connection problem you are seeing?

Best regards,

Steven M

[steixeira · Accepted solution]

Hello Steven.

Actually, the issue was caused by the Endpoint Security software. Although the software was disabled, one service couldn't be stopped. So, after the uninstalling was possible to get the connection.

Thanks a lot for your help!   

Best regards,

Soraia