A user is having difficulty with the server. The server is running, but a white window appears at startup. Seeking recommendations.
Solved! Go to Solution.
We were able to deploy the latest configuration to existing servers to include the new certificate. Occasionally the update can take some time, and potentially a restart of your server, to take affect.
If your server is still experiencing issues please reach out to email@example.com and we can take a look.
Is it only one user that is having an issue or is the issue affecting all users? If only one user, recommend having the affected user try a different browser or clear the cache in the browser normally used.
If the issue is affecting everyone, you will need to check the logs at \ThingworxStorage\logs for more information. Also check to see if the Tomcat console is coming up. If not, check the Tomcat logs at <Tomcat_home>\logs.
Looking at the browser I can see that the https protocol is used. Next to the left of the url I can see a red warning.
It's just a wild guess but it could be that the user didn't accept the self signed certificate from the browser (he should be able to do so by clicking on the red text next to the url and following the popup instructions).
If this isn't the problem taking a look at the tomcat logs might give some further details, especially errors and access requests.
I also experience this issue. Seems like the SSL certificates of the hosted server instances expire after 3 to 4 days (for me it was after the weekend - came back and nothing worked anymore).
Why in the world is the 30 days trial only equipped with a 4 days certificate?
Please, can we figure out how to renew the certificates? This is unused exploration time...
If your SSL certificate expired after 4 days, you will need to reach out to your IT department for obtaining a replacement. SSL certificates are not delivered with ThingWorx.
This appears to be a PTC hosted environment. If so, please open a case so we can address the expired certificate.
This is not quite true as you can see in the following snapshot from the certificate information page in my browser connected to the hosted Thingworx instance:
You seem to issue a wildcard certificate for the devportal.ptc.io domain.
So it is indeed an issue of the hosted server.
Best regards, Josch
Thank you for providing the certificate information. I can see that a number of you are affected.
We are following up to get the expired certificate issue addressed. We apologize for this disruption.