Getting "Failed to return license click check" error on logout with Twx 8.1.3

[imshaikh]

I am getting "Failed to return license click check" error after logout.

After clicking on logout link its redirected to the logout page and shows link to login again to Thingworx. On clicking on this link we are getting error mentioned above and it got stuck at this position only and never proceed further.

Details are,

Thingworx version:    8.1.3.

SSO configured:       Yes

[DmitryTsarev]

What is in the ApplicationLog.log and Tomcat logs (catalina.out / tomcat8-stderr*)?

What DB do you use?

Just to confirm - the error doesn't occur without clocking the Logout button, i.e. when starting a new browser session?

[imshaikh]

I do not see any errors in logs.

We are using Twx H2.

After clicking logout; I am getting following message,

"ThingWorx session has been terminated.
Go back to Thingworx Composer"

After clicking on given link above its showing message as "Failed to return license click check" and getting stuck and not proceeding further.

[DmitryTsarev · Accepted solution]

I haven't experienced such or similar issue myself so don't have any confident assumptions.

So I'd start with doing somewhat-educated guesses to find out if the issue is server-side or client-dependent and checking things like

- does it happen in a particular browser (e.g. Chrome) or in all browsers

- does it happen on a particular PC / with a particular user

- does this happen with Administrator user

- does this happen on the machine where Thingworx is installed

- some system stuff like "is there enough memory for java", "space on disk"

- does the issue persist after closing the browser and trying to login again

- does the issue persist if the user tries to login on another machine

- does the issue prevent other users from logging in and/or working with Thingworx

[imshaikh]

This error was coming due to Java's memory. So I set it to 3gb from control panel and it worked and resolved this issue.

Thanks for all your questions because based on that I got the clue and tried to increase the Java's memory.

Thanks again.