Unknown error while installing PTC Advisor.

[dremmers]

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":

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.

[apawar · Accepted solution]

 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

[dremmers]

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