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Issue related to License Thingworx 8.4

SOLVED
Aquamarine

Issue related to License Thingworx 8.4

Hi,
I am having an issue related to license. It is creating licenseRequestFile.txt file and ignored_license_capability_response.bin, I have tried to download the license using device id and put it in the folder ThingworxPlatform naming the license file license_capability_response.bin, Then after running the service AcquireLicense, tomcat server stops and license_capability_response is changed to ignored_license_capability_response.

Thanks

 

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Issue related to License Thingworx 8.4

Hi,

 

Issue was solved by adding Local System account access rights to Thingworx Platform folder and also after deleting 'trusted storage' (this is done only with PTC support help, not by customers on their own).

 

Best regards,

Raluca Edu

View solution in original post

16 REPLIES 16

Re: Issue related to License Thingworx 8.4

Hi @mnaeem.

 

Please provide more information:

 

  • Is this a new installation?
  • If not a new installation, are you simply updating the license file?
  • Does ThingWorx continue to run following a restart or is it shutting down?
  • If you able to login to Composer, navigate to Monitoring > Subsystems > LicenseSubsystemSettings.  Are you able to see the licensed features or do you see an error?  If you are able to see the licensed features and you are not observing any other issues such as the ability to persist entities to the database, you are probably fine.  The license will sometimes be renamed to ignored when there are no changes in the new license file.

 

To troubleshoot, we will need the logs located in \ThingworxStorage\logs.

 

Regards.

 

--Sharon

Re: Issue related to License Thingworx 8.4

Hi @slangley ,
Thanks for your quick response.

 

1) Yes it's a new installation.

2) If I use AcquireLicense service after pasting downloaded license using device ID then tomcat stops and Thingworx as well. After that if I restart tomcat, I can log in to Thingworx.

3) Monitoring > Subsystem > LicenseSubsystemSettings, It shows popup with the message License is not installed.

4) Attached the log file

 

Re: Issue related to License Thingworx 8.4

Hi @slangley ,

Here is the screen shot of Monitoring > subsystems > Licensing Subsystem Setting

 

Best Regards,

Naeem

 

clipboard_image_0.png

Re: Issue related to License Thingworx 8.4

Hi,

 

Based on the error from log, please apply the solution from this article: https://www.ptc.com/en/support/article?n=CS281516

Please let us know if is it working.

 

Thank you,

Raluca Edu

Re: Issue related to License Thingworx 8.4

Hi @raluca_edu,

 

Thanks!

 

I have followed this article  https://www.ptc.com/en/support/article?n=CS281516, but still having the same problem. Attached the new log file as well.

 

Re: Issue related to License Thingworx 8.4

Hi,

 

Has java changed on the server lately? If yes, then follow this article: https://www.ptc.com/en/support/article?n=CS305853

 

Thank you,

Raluca Edu

Re: Issue related to License Thingworx 8.4

Hi,

 

Thank you!

 

I checked and java didn't change lately.

I verified the paths in tomcat configuration and the path of JAVA, attached the image of tomcat configuration.

 C:\Program Files\Java\jre1.8.0_212\bin\server\jvm.dll 

 

Best Regards,

Naeem

Re: Issue related to License Thingworx 8.4

In Java Classpath do you have also C:\<path_to_tomcat>\bin\tomcat-juli.jar? If not, then add this also to existing value of Java Classpath, delimiter is ";"

 

Thank you,

Raluca Edu

Re: Issue related to License Thingworx 8.4

Yes, 

I have these

Java Classpath:

C:\Program Files\Apache Software Foundation\Tomcat 9.0\bin\bootstrap.jar;C:\Program Files\Apache Software Foundation\Tomcat 9.0\bin\tomcat-juli.jar

 

 

java option:

-Dcatalina.home=C:\Program Files\Apache Software Foundation\Tomcat 9.0
-Dcatalina.base=C:\Program Files\Apache Software Foundation\Tomcat 9.0
-Djava.io.tmpdir=C:\Program Files\Apache Software Foundation\Tomcat 9.0\temp
-Djava.util.logging.manager=org.apache.juli.ClassLoaderLogManager
-Djava.util.logging.config.file=C:\Program Files\Apache Software Foundation\Tomcat 9.0\conf\logging.properties
-Dserver -D64
-XX:+UseG1GC
-Dfile.encoding=UTF-8
-Djava.library.path=C:\Program Files\Apache Software Foundation\Tomcat 9.0\webapps\Thingworx\WEB-INF\extensions

 

Best Regards,

Naeem

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