Experience Service – Login Prompt Loop (Credentials Not Accepted)

[MA8731174]

Hello Community,

we are currently facing an issue on our Server (Experience Service 10.0.4) where users cannot log in.

Issue Description

• When trying to log in to the Experience Service, the login prompt keeps appearing again and again.

• Even after entering the correct credentials, access is not granted.

• In Vuforia Studio, the same loop happens when configuring the Experience Service.

Environment Details

• Experience Service Version: 10.0.4

• Node.js Version: 20.13.1

• NPM Version: 10.5.2

• Database Handler: Postgres

• Server runs in secure mode 

• Seen in logs: multiple 401 Unauthorized responses when trying /ExperienceService/admin/logs.

Troubleshooting Done So Far

• Cleared browser cache & cookies.

• Tested in Chrome Incognito (same result, repeated credential prompt).

• Confirmed server is running and responding to /ExperienceService/ping with HTTP 200.

• Logs show only one user loaded (load users handler resolved. 1).

• Warning in logs: certificate errors are ignored (but server is accessible).

Symptoms

• Login prompt repeatedly appears.

• Correct credentials are not accepted.

• Vuforia Studio affected.

Question

Has anyone faced a similar issue where Experience Service rejects valid login credentials and keeps looping the prompt?

Thanks in advance for your help!

Best regards,

[Rocko]

Have you checked PTC Support Knowledgebase? There are a couple of articles on this topic.

I also think this should be a tech support ticket, not a community question.

[MA8731174]

Actually i have already created a ticket and its been several hours that issue is still there but i am hoping that it would be resolved soon. in a PTC ticket what M0 priotiy mean? does it means thats its highly prioritized?

[Rocko]

A ticket with PTC support?

I don't know about "M0". I only know Sev(erity) 0 being equal to EDOWN, the highest level. Case severities are explained here: https://www.ptc.com/en/support/customer-support-guide/processes-general-information/preparing-to-contact-ts#Case-Severities

If you feel like support isn't acting to your needs, there is an Escalate button in the case. Escalation is explained here: https://www.ptc.com/en/support/customer-support-guide/processes-assisted-technical-support/escalating-a-case

PTC support conditions are here: https://www.ptc.com/en/documents/legal-agreements/on-premise-license-agreements#on-prem-support

If you are eligible to S0/EDown tickets, initial response time is less than 1 hour, depending on the support package your company has licensed.

[TonyZhang]

Hi @MA8731174,

Are your ES and ThingWorx using basic authentication, not SSO?

Here are the things I would try:

1. Try login to the ThingWorx composer with Administrator and check if this affected user exist, locked or not

2. Try resetting the affect user's password in Composer

3. Check the expiration date of the ES application keys - usually the name being "es-public-access" and "es-authorization", extend them if needed

4. I believe only users in the Administrators user group in ThingWorx are able to access /ExperienceService/admin/logs, please confirm the user is in the Administrators group

Best,

[MA8731174]

Thanks @Rocko  and @TonyZhang  for your valuable knowledge. The issue was caused by the worker server not being listed in the configuration file. Once the missing worker server entry was re-added to the configuration, the login prompt loop was resolved and the Experience Service functioned normally again.