While installing RTPPM error code 50000

[AR_11021187]

Hello,

I am trying to install RTPPM 9.7.1.

I am getting a similar error while installing RTPPM. the error says "Import Entities - Error Code: 50000
An unknown error occured executing the install script
Caused by:
Extension PTC.Base failed to install"

Please suggest a resolution.

Reference topic: https://community.ptc.com/t5/Mfg-Solutions-Apps/While-installing-CWC-error-code-50000-coming/m-p/949338#M2754 

[VladimirN]

Same issue - "While installing CWC error code 50000 coming": https://community.ptc.com/t5/Mfg-Solutions-Apps/While-installing-CWC-error-code-50000-coming/td-p/949338 

[mstarnaud]

Hi AR

We have not encountered this exact error before. We have encountered one that was pretty similar that was due to DPM licensing issues some years ago, but these problems should not be present anymore. You can look at This Article for more details.

Unfortunately the error message in that screen is very limited. Can you please share any relevant information you can find in Scriptlog and Applicationlog at the time when you ran the RTPPM installation? And also Errorlog and Databaselog if you have access to them.

Can you tell us if this is a fresh installation, or an upgrade (from which version)? Do you have other extensions installed, such as DPM or Manufacturing Apps or Extended?

As this is a bug, and we will need to look at the logs and possibly have debugging meetings to solve the issue, I have to suggest that you create a support ticket instead of posting here. There should be an "Open a support case" button on this page : https://www.ptc.com/en/support

One possible debugging step is to go in the installation package, get the PTC.Base.zip file (inside core_9.7.1.zip\extensions\tw9\). Then go in Composer, use the Import button (should be at the bottom-left), and try to import that file. It seems to be the step that fails, so we're guessing it should also fail if you try to do it manually. If you try it, please pay close attention to the error messages that will appear and relay this information to us.

---
Related to Vladimir's answer : 

This older forum post was already linked/known in the original message. And that old post's issue appeared later in the installation - it's a timeout issue due to executing the services (in the CWC extension), which means calling Composer services (on Things). This is not the scenario we're having here. Here the error happens sooner, when importing or configuring the PTC.Base extension. This is like going in Composer and importing the PTC.Base.zip file. This is not the same as calling Things' services. And so I would be surprised if it's a timeout issue from a service. The timeout settings should still be checked because they will be needed for the later part of the installation anyway, but this is low on my suspect list.

Timeout setting documentation, part 1 (Tomcat setting)

Timeout setting documentation, part 2 (Platform setting)

[AR_11021187]

Hello mstarnaud,

Thank you for such a detailed explanation.

I had gone through the article you had mentioned about the license. I have used a license with ptc_solution_common included.

I have the logs, will attach the same here. I did not find anything relevant in the logs during the RTPPM installation, may be I am wrong.

So there was Thingworx 9.6 already installed with RTPPM 9.6 setup in it. I had uninstalled that and tried a clean install of Thingworx 9.7.1 and RTPPM 9.7,1. 

Initially when I ran the installer I got the error code 25003. So i tried importing the extensions from the composer. Doing that helped me skip the 25003 error. in the next step when the installations are supposed to happen, I got the 5000 error.

I have raised a PTC case as well for the same, but still awaiting a response.

[mstarnaud]

Hi AR

Just a reminder that if you attach data like this here, everyone can see it, please make sure not to share confidential information.

We can see that the install started at 7AM, but in the logs 10 minutes before that you did a restart. After the restart, there's warnings that the expiration date of the DPM license (which is required for PTC.Base) does not match the other licenses. I don't really expect this to be the root cause, but we have to keep it in mind as a possibility. Also, multiple packages (PTC.Base?) were already marked as needing to finish the import from previous installation attempts. Then it says it's trying to migrate PTC.Base from 9.3.0 to 9.3.0. This is unexpected, it should be from 9.6.X to 9.7.1. Then the last package that it successfully imports (at 06:56:31) is PTC.Base\Entities\ThingTemplates\PTC.Base.Manager_TT.xml, but on the next line it gets an error : "Failed to install extension packages." and "EXCEPTION trying to load [file:/C:/Program%20Files/Apache%20Software%20Foundation/Tomcat%209.0/webapps/Thingworx/WEB-INF/extensions/base-extension.jar] with URLClassloader.addURL". Then it seems to re-load all the same packages again and fails at the exact same spot with the same error. Unfortunately I have a hard time debugging this error based on this message.

So based on this, again I will suggest that you try to manually import the PTC.Base extension using Composer, as described in my previous message, and pay close attention to any error that might come up. If it works, we can probably try the installation again. If it fails, we really need to find what makes this specific extension fail and how to make it succeed, will probably need to set up meetings via your ticket to debug this.

I have not finished reading 100% of the logs, but as the weekend is starting that's what I found so far. I'll try to continue at the beginning of the week and check if I find anything more that can be relevant.

[mstarnaud · Accepted solution]

I saw that a support ticket was opened for it and is now closed bcause the solution was found. I'm going to write this here to make sure the information is not lost.

The PTC.Base extension (and other extensions) could not be imported, due to this error : 

EXCEPTION trying to load [file:/C: ... .jar] with URLClassloader.addURL

This is related to upgrading to Java 21 and losing some of the Java settings that are required by Thingworx and/or RTPPM. This Article contains the steps to add the missing settings. This fixed the issue : after that, the extensions could be imported and the installation worked. In this case here there was also the need to clear out the "cached" settings and restart Tomcat, but it worked.