ThingWorx Installer fails

[adrian_petrescu]

I am trying to install TWX9.3 with the installer and I am using the Linux version with PostgreSQL (MED-61111-CD-093_SP2_ThingWorx-Foundation-Installer-postgresql-linux-9-3-2). The OS that I am using is CentOs8 64bits.  I have the right version of java (11) which is installed and setup in the path and I have also setup the PostgreSQL path. When i run the installer, it gets all the way to 96% and there it freezes at the step: "ThingWorx Foundation for PostgreSQL Installation in Progress" and I get a generic message: "There has been an error. foundation Installation Failed The application will exit now. When running the installer I have used the default location: /opt/ThingWorxFoundation. I am not able to see any logs (not even before i close the message error box). Also, i have found several topics open for issue with the installer and on one article (https://www.ptc.com/en/support/article/CS329897) i have even found the message: "

• Since ThingWorx Foundation 9.3.1 Installer, the log files are not deleted even after closing installer"

I didn't find any documentation on where or if the logs are saved when using centos8. 

Do you know where i can find the logs or better yet, how can i fix this issue? 

[slangley · Accepted solution]

Hi @adrian_petrescu 

Unfortunately, CentOS is not a supported operating system.  Please refer to this page of the Help Center to verify system requirements.

That being said, it may be possible to install ThingWorx on CentOS.  Check here for the logs:

Installer Log Files

• Installation logs:
  • ${installdir}/installer/logs/ThingWorxFoundation_install.log
  • For example: /opt/ThingWorxFoundation/installer/logs/ThingWorxFoundation_install.log.
• Running logs:
  • ${installdir}/ThingworxStorage/logs/
  • For example: /opt/ThingWorxFoundation/ThingworxStorage/logs/.
• For abort or failure:
  • ${system_temp_directory}/ThingWorxFoundation_Failed_installs/
  • For example: /tmp/ThingWorxFoundation_Failed_installs/.
• Uninstall logs:
  • ${system_temp_directory}/bitrock_installer_(pid).log
  • The log file name has the prefix bitrock. For example: /tmp/bitrock_installer_3008.log.

Regards.

--Sharon

[adrian_petrescu]

Hi,

        I was able to find the logs in the /tmp/ThingWorxFoundation_Failed_installs/. I check it and the only error is this:

"Error running cinc-client -z --config "/opt/ThingWorxFoundation/installer/foundation/knife.rb" -j "/opt/ThingWorxFoundation/installer/foundation.json" -L "/opt/ThingWorxFoundation/installer/logs/foundation-20220609074025.log": child process ex$". There was also this line: 

"Setting variable service_pid from systemctl
Error running systemctl status "ThingWorx-Foundation" | grep "Main PID": child process exited abnormally
[07:40:35] stop ThingWorx-Foundation ..."

       I am not sure what could be the problem. I saw that there is a folder that is created in the root path on /opt/. The folder name is cinc, also i see this folder being referenced in the logs. Can you please share some input to this? As in, how can i fix this issue in order to install TWX with Postgresql?

Thank you,

Adrian

[slangley]

Hi @adrian_petrescu

It's recommended that you set up an owner for Tomcat and grant it sudo rights.  Login with this user and sudo to root before running the installer.  Also, when you run the installer, include this switch to capture additional logging information:

<installer-name> --debuglevel 4

Please let me know the outcome.  It would be helpful for you to attach the full log if it continues to fail.

Regards.

--Sharon