ThingWorx Analytics Extension Icon is not Shown

[JC_10255984]

Hi All,

I just installed ThingWorx Analytics Server 9.3.1 together with Analytics Extension on ThingWorx Foundation 9.3.1. It is shown that the analytics server and extension have been successfully installed. But the the analytics extension icon never appears on the panel. Have tried quite some times, but the problem is still there. Please find the attached screenshots for more details. Thanks!

Regards,

Jianping  

[bchaudhary]

Hello @JC_10255984 ,

Pls try applying this article on your end:

https://www.ptc.com/en/support/article/cs334206

Let me know if you need any further info.

Regards

Bhawna

[JC_10255984]

Thanks, Bhawna. But the links to "Set Up User Access" in the article https://www.ptc.com/en/support/article/cs334206 look gone already. Can you please detail how to set up the user access? Actually in previous versions, I did nothing on setting up and everything is fine.

Regards,

Jianping

[BT_10074719]

Hello @JC_10255984,

You can try to manually import the Analytics Server extension and see if that fixes the issue.

Also, keep in mind to check the platform-settings.json to see if the extension import settings are set to "true".

Please also check this article for more details:

https://support.ptc.com/help/thingworx_hc/thingworx_analytics_8/index.html#page/analytics/extension-install/analytics-install-import.html# 

Regards,

Bogdan

[JC_10255984]

Thanks, Bogdan. Tried this solution also. But it still cannot work. Are you able to have a chat online?

My email: jianping.chen@rockwellautomation.com

Regards,

Jianping

[BT_10074719]

Could you please try to import Analytics Server again and provide us with the Thingworx logs? (<ThingWorxStorage>/logs from the ThingWorx machine)

Regards,

Bogdan

[JC_10255984]

Hi Bogdan,

Attached please find the log file for the whole installation: 1) ThingWorx Foundation with PostgreSQL; 2) ThingWorx Analytics Server with Extension; 3) I tried to install Analytics Extension when the Analytics Icon did not appear. Thanks.

Regards,

Jianping

[JC_10255984]

Please also find "platform-settings.json". In the updated settings, extensions were set to true, but the system insisted that they were not: 

"ExtensionPackageImportPolicy": {
"importEnabled": true,
"allowEntities": true,
"allowExtensibleEntities": true,
"allowJarResources": true,
"allowJavascriptResources": true,
"allowCSSResources": true,
"allowJSONResources": true,
"allowWebAppResources": true
}

[BT_10074719]

Are Thingworx and Thingworx Analytics on the same machine?

If they are, please try and run the TWALogCollector ( Article - CS316782 - ThingWorx Analytics Log Collector (ptc.com) ) and attach the logs.

Regards,

Bogdan

[JC_10255984]

Yes, they are on the same machine. Attached please find the file collected by the TWALogCollector. Thanks.

Regards,

Jianping 

[BT_10074719]

Could you please zip the <C:\PROGRA~2\THINGW~1/ThingworxPlatform> folder and upload it to the community post?

Thank you!

Regards,

Bogdan

[JC_10255984]

Hi Bogdan,

Please find the zip file. Thanks.

Regards,

Jianping

[BT_10074719]

Hi @JC_10255984,

Thank you for providing the needed information.

As this needs further investigation and troubleshooting I suggest opening a support ticket.

You can do so by accessing this link: https://www.ptc.com/en/support/case-logger

Thank you for your understanding.

Regards,

Bogdan

[JC_10255984]

Thanks Bogdan. I do not have the Service Contract Number (SCN). How can I raise the support request? Thanks.

Regards,

Jianping

[BT_10074719]

You can contact your Sales Representative or CSM and ask for the SCN to be provided.

Regards,

Bogdan

[JC_10254759 · Accepted solution]

Hi All,

I've figured out the problem and fixed the issue. I moved the following text a little bit forward in the SAME section "PlatformSettingsConfig" in the setting file "platform-settings.json" and everything became good:

"ExtensionPackageImportPolicy":{
"importEnabled":   true,
"allowJarResources":   true,
"allowJavascriptResources":   true,
"allowCSSResources":   true,
"allowJSONResources":   true,
"allowWebAppResources":   true,
"allowEntities":   true,
"allowExtensibleEntities":   true
} 

I believe that was due to bug(s) in ThingWorx Platform's settings parser. 

Attached please find the self-explained pictures/files for your reference. Thanks all for the valuable suggestions!

Regards,

Jianping

[bchaudhary]

Hello @JC_10254759 

Thanks for providing the information. Pls mark your solution for the benefit of others on the community.

Regards

Bhawna