Intermittent issue: Security Label Preventing access to the document for Authorised Participants

[HJ_10071856]

I am using Windchill PDMLink Release 11.1 and Datecode with CPS M020-CPS16

We have a Windchill Clustered environment having 4 different nodes (Windows based servers) forming the cluster. We are experiencing an INTERMITTENT issue, wherein some of the users are complaining about not being able to view the information about the tasks assigned to them, Wherein the information is masked with text "Secured Information". We believe this is happening due to the reason that the task assigned to the user involves a document which is protected by some Security Labels because when we navigate to the document and check Access (Actions -> Edit Access Control) we observed that access is restricted by the Security Label. Now, we have double checked each of the agreements related to the document and observed that the concerned users are in the list of Authorised Participants (being part of a user group) for each agreement and the document (relevant Latest Version) exists as Authorised Objects for those agreements. Some of the other users who have similar Windchill user groups memberships do not experience this issues.
This issue happens intermittently and has resolved by itself for some of the users.

[avillanueva]

I think having a clustered environment might be a clue if they are somehow out of sync. Sounds like something with the group membership not being correct. Windchill does have a mechanism to recompute group membership. See https://www.ptc.com/en/support/article/CS29278?source=search

Are these groups managed by Active Directory or solely within Windchill? When it happens again, see if recomputing groups resolves the issue? How long does it take for it to resolve itself? 

[HJ_10071856]

Thanks for the suggestion @avillanueva. These groups and users are maintained within the Windchill Directory Server and I manually recomputed the group membership for some of the groups involved, However, this issue is still reproducing intermittently, So I would say sometimes its just a matter of refreshing Windchill UI page to see everything working correctly and sometimes users have reported the 1 or 2 days later that Windchill is behaving correctly, if that helps!

Regards