ThingWorx not starting after the windows update

[svisveswaraiya]

Hi,

ThingWorx 8.2/8.4 is not working after the windows update. After deploying the war file the tomcat refuses to start. Herewith I have attached my application log.

Thanks,

Shalini V.

[slangley]

Hi @svisveswaraiya.

Based on the log entries, the issue is with your license, not the Windows update:

2020-01-31 21:13:29.924+0530 [L: WARN] [O: o.a.h.c.p.ResponseProcessCookies] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Invalid cookie header: "Set-Cookie: visid_incap_1771292=UHSD3j0uS36lVBy0G660eyFLNF4AAAAAQUIPAAAAAADVtFCP+DAGlvIJgT2RJxer; expires=Sat, 30 Jan 2021 12:48:44 GMT; path=/; Domain=.ptc.com". Invalid 'expires' attribute: Sat, 30 Jan 2021 12:48:44 GMT
2020-01-31 21:13:29.925+0530 [L: INFO] [O: c.t.s.s.l.LicenseFetcher] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] No new License capabilities from license server
2020-01-31 21:13:31.148+0530 [L: WARN] [O: o.a.h.c.p.ResponseProcessCookies] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Invalid cookie header: "Set-Cookie: visid_incap_1771292=UHSD3j0uS36lVBy0G660eyFLNF4AAAAAQUIPAAAAAADVtFCP+DAGlvIJgT2RJxer; expires=Sat, 30 Jan 2021 12:48:43 GMT; path=/; Domain=.ptc.com". Invalid 'expires' attribute: Sat, 30 Jan 2021 12:48:43 GMT
2020-01-31 21:13:31.149+0530 [L: INFO] [O: c.t.s.s.l.LicenseFetcher] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] No new License capabilities from license server
2020-01-31 21:13:32.298+0530 [L: WARN] [O: o.a.h.c.p.ResponseProcessCookies] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Invalid cookie header: "Set-Cookie: visid_incap_1771292=UHSD3j0uS36lVBy0G660eyFLNF4AAAAAQUIPAAAAAADVtFCP+DAGlvIJgT2RJxer; expires=Sat, 30 Jan 2021 12:48:43 GMT; path=/; Domain=.ptc.com". Invalid 'expires' attribute: Sat, 30 Jan 2021 12:48:43 GMT
2020-01-31 21:13:32.299+0530 [L: INFO] [O: c.t.s.s.l.LicenseFetcher] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] No new License capabilities from license server
2020-01-31 21:13:33.434+0530 [L: WARN] [O: o.a.h.c.p.ResponseProcessCookies] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Invalid cookie header: "Set-Cookie: visid_incap_1771292=UHSD3j0uS36lVBy0G660eyFLNF4AAAAAQUIPAAAAAADVtFCP+DAGlvIJgT2RJxer; expires=Sat, 30 Jan 2021 12:48:43 GMT; path=/; Domain=.ptc.com". Invalid 'expires' attribute: Sat, 30 Jan 2021 12:48:43 GMT
2020-01-31 21:13:33.435+0530 [L: INFO] [O: c.t.s.s.l.LicenseFetcher] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] No new License capabilities from license server
2020-01-31 21:13:33.436+0530 [L: ERROR] [O: c.t.s.s.l.LicensingStateMachine] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Unable to fetch license file with device id 202a84fe-75fd-4ec7-9f3d-fcc45d6561f3
2020-01-31 21:13:33.521+0530 [L: INFO] [O: c.t.s.s.l.LicensingStateMachine] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Found previously loaded features in trusted storage
2020-01-31 21:13:33.526+0530 [L: INFO] [O: c.t.s.s.l.LicensingSubsystem] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Unable to read trial license file. Attempting to load as Paid license
2020-01-31 21:13:33.687+0530 [L: ERROR] [O: c.t.s.s.l.PaidLicenseManager] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Current license is past expiration date. Shutting down the platform!
2020-01-31 21:13:33.687+0530 [L: ERROR] [O: c.t.s.s.l.LicensingSubsystem] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] ====================================================================
2020-01-31 21:13:33.687+0530 [L: ERROR] [O: c.t.s.s.l.LicensingSubsystem] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Current license is past expiration date. Shutting down the platform!
2020-01-31 21:13:33.687+0530 [L: ERROR] [O: c.t.s.s.l.LicensingSubsystem] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] ====================================================================
2020-01-31 21:13:33.687+0530 [L: WARN] [O: c.t.s.ThingWorxServer] [I: ] [U: SuperUser] [S: ] [T: localhost-startStop-1] Shutting down the Platform.

You may not have been aware of it until after the Windows update if a restart occurred.

The current license has expired.  If you are using a connected scenario for updating the license, you may need to renew your entitlement.  If you are manually generating a license, it appears you are using the wrong Device ID.  I would recommend generating a new license with the correct Device ID from the License Management portal.  To install it:

1. Copy the new license file to \ThingworxPlatform
2. Move existing license files to another location
3. Rename the new file to license_capability_response.bin
4. Restart Tomcat

On a side note, I'm confused by your statement that "ThingWorx 8.2/8.4 is not working."  Are you trying to run multiple versions on the same machine?  This configuration is not supported and is prone to issues.

Please let me know if you need assistance with the licensing issue.  I am happy to open a case on your behalf.

Regards.

--Sharon

[svisveswaraiya]

Hi @slangley ,

Thanks a lot for your response. But the problem still persists even after I removed my old license from the platform folder.I get the same log in my application log. I deleted all cache and redeployed the thingworx war but it still doesn't start the tomcat.  And regarding 8.2/8.4, my colleagues use 8.4 and they face the same issue.

[rosharma]

issue seems to be license issue looking at the logs

both the logs pointing to different device ids - Unable to fetch license file with device id 202a84fe-************************************

Unable to fetch license file with device id 149c2726**********************************************

try using the latest device id to fetch the license from PTC portal and then place it in thingworxplatform folder (renaming it as required)

and secondly you can put a check on java which is been pointed by your tomcat server. sometimes windows updates disturb those settings

[slangley]

Hi @svisveswaraiya.

If one of the previous responses answered your question, please mark the appropriate one as the Accepted solution for the benefit of others with the same question.

Regards.

--Sharon