Product disappears

[gchampoux]

We just finished a 2nd installation of Windchill Intralink 9.1 m060, with migration from Intralink 3.4.
All appeared to go well until we let users login.

Randomly, the one-and-only product disappears. (no libraries)
The products list is empty.
This is even happening to wcadmin.

If I shut down and restart the Windchill services, the product reappears, but not for long.
And once it does disappear, it’s invisible/gone for all users.

Any advice?

Gerry

[RandyJones]

On 11/15/11 13:24, Gerry Champoux wrote:
>
> We just finished a 2nd installation of Windchill Intralink 9.1 m060, with migration from Intralink 3.4.
> All appeared to go well until we let users login.
>
> Randomly, the one-and-only product disappears. (no libraries)
> The products list is empty.
> This is even happening to wcadmin.
>
> If I shut down and restart the Windchill services, the product reappears, but not for long.
> And once it does disappear, it's invisible/gone for all users.
>
> Any advice?
>

Have a look at the log files in Windchill/logs and Tomcat/logs.
On a unix box you can easily see the latest like this:
server4# pwd
/opt/ptc/Windchill/Windchill/logs
server4# ls -lt | head
total 6887758
-rw-r--r-- 1 root root 40276889 Nov 15 14:55 MethodServerLog4j-11608.log
-rw-r--r-- 1 root root 303389 Nov 15 14:55 MethodServer-1111142325-11608.log
-rw-r--r-- 1 root root 35273951 Nov 15 14:54 MethodServerLog4j-11758.log
-rw-r--r-- 1 root root 1188719 Nov 15 14:54 MethodServer-1111142326-11758.log
-rw-r--r-- 1 root root 6159209 Nov 15 14:46 BackgroundMethodServerLog4j-11609.log
-rw-r--r-- 1 root root 465296 Nov 15 14:46 BackgroundMethodServer-1111142325-11609.log
-rw-r--r-- 1 root root 34521 Nov 15 14:45 ServerManagerLog4j-11607.log
-rw-r--r-- 1 root root 34280 Nov 15 14:45 ServerManager-1111142325-11607.log
-rw-r--r-- 1 root root 9437220 Nov 15 14:39 MethodServer-1111142325-11608.log.6
server4# tail -f MethodServer-1111142325-11608.log
Tue 11/15/11 14:55:29: RMI TCP Connection(4387)-192.168.55.38: handleRequest : PAGE_EXPIRATION = 0
Tue 11/15/11 14:55:29: RMI TCP Connection(4387)-192.168.55.38:
Tue 11/15/11 14:55:29: RMI TCP Connection(4387)-192.168.55.38: req.bizData instanceof HTTPState
Tue 11/15/11 14:55:29: RMI TCP Connection(4387)-192.168.55.38: Entering GenerateFormProcessor.handleRequest()...
Tue 11/15/11 14:55:29: RMI TCP Connection(4387)-192.168.55.38:
Tue 11/15/11 14:55:29: RMI TCP Connection(4387)-192.168.55.38: handleRequest : PAGE_EXPIRATION = 0
Tue 11/15/11 14:55:29: RMI TCP Connection(4387)-192.168.55.38:
Tue 11/15/11 14:55:29: RMI TCP Connection(4387)-192.168.55.38: req.bizData instanceof HTTPState

> Gerry
>
>
> -----End Original Message-----


--
------------------------------------------------------------------------
Randy Jones
Systems Administrator
Great Plains Mfg., Inc.
1525 E North St
PO Box 5060
Salina, KS USA 67401
email: -
Phone: 785-823-3276
Fax: 785-667-2695
------------------------------------------------------------------------

[gchampoux]

I have more information.

It appears to be a permissions issue.

My initial tests were while logged into Windows as an administrator.
Everything worked fine, even when logged into Windchill as a regular user.

However, when logged into Windows as a regular user, I’m getting Java script errors.
But it happens only within the Pro/E embedded browser.

Example:

An error has occurred in the script on this page.

Line: 20248

Char: 4

Error: The system cannot find the file specified

Code: 0

URL: http://wcsrv.williams-int.com/Windchill/Serlet/WindchilAuthGW/wt.enterprise.URLProcessor/URLTemplateAction?action=ObjProps&oid=OR%

Do you want to continue running scripts on this page?

[Yes] [No]

Answering yes or no has no impact.

[mdebower]

Gerry,

We were seeing those types of script errors, but with different line numbers. PTC tech support said that it was because we were running an unsupported browser. (IE 8 with Windchill 9.0) Those errors have disappeared since we upgraded to Windchill 9.1 and IE 8 is supported, so there may have been something to it...

It would seem like a long shot that this might be cause of your issue, but at least it is another data point.

-marc
CAD / PLM Systems Manager

[gchampoux]

Thanks so far to all that are trying to help.
We now have a good grasp on what is actually happening, but still no solution.

When logged into Windows as a domain administrator, all is well, regardless of which Windchill account is used.
However, the problem begins when logged into Windows as a regular user (regardless of Windchill user account).

Any Windchill page that displays a list of items, that list will be empty.
Products, Workspaces, or contents thereof.
Other pages display OK (Utilities).

When these listing pages are displayed within Pro/E's embedded browser, we get a Java Script error similar to this:

An error has occurred in the script on this page.
Char: 4
Code: 0

[Yes] [No]

Answering yes or no has no impact.

I suspect that we are getting the same script errors in Internet Explorer as well, but the error pop-up is not displayed.

The method server logs show nothing.

I also tried with IE7 & IE8. No difference.

As a test, I added a normal user to the local administrator's group, but that did not change any behavior.

The problem is most likely a group policy issue.
The Security Event logs have lots of failure events.
I gotta talk to the system/security administrator.

Gerry

In Reply to Gerry Champoux:

We just finished a 2nd installation of Windchill Intralink 9.1 m060, with migration from Intralink 3.4.
All appeared to go well until we let users login.

Randomly, the one-and-only product disappears. (no libraries)
The products list is empty.
This is even happening to wcadmin.

If I shut down and restart the Windchill services, the product reappears, but not for long.
And once it does disappear, it's invisible/gone for all users.

Any advice?

[ddemay]

Smells like windows registry?

Testing this in Firefox or Chrome at all as a regular user?

Testing same user on different computer?

Or is this a Wildfire/ work group manager connection?

Just my thoughts...


Sent from my Verizon Wireless BlackBerry

[JoePriest]

You might dig into your IE security settings. I'm not sure what zone you have Windchill running under (Internet, Intranet or Trusted Sites) but you might find that some of the settings in there are causing problems. It could also be something under the Advanced tab. At Synthes many group policies affect these various settings that cause a ton of grief if they are changed around with us knowing about it. This would also explain why a domain admin wouldn't see the problem is that the group policies aren't applying to that user at that level.

[gchampoux]

Thanks to all that replied.

It has taken quite some time to resolve this.

Most recently, we discoverred that only users with roaming profiles are affected.
Originally, we though the administratirs were not affected because of permissions somewhere.
In actuality, administrators do not have roaming profiles.

The solution (thanks to some great advice from David) is to use Internet Options to clear the SSL state and browser history.
Afterward, all is well.
In closing my call to PTC, I informed them of what we found.
They shoudl still fix this, but also document this as a TAN.

Gerry

In Reply to Gerry Champoux:

Thanks so far to all that are trying to help.
We now have a good grasp on what is actually happening, but still no solution.

When logged into Windows as a domain administrator, all is well, regardless of which Windchill account is used.
However, the problem begins when logged into Windows as a regular user (regardless of Windchill user account).

Any Windchill page that displays a list of items, that list will be empty.
Products, Workspaces, or contents thereof.
Other pages display OK (Utilities).

When these listing pages are displayed within Pro/E's embedded browser, we get a Java Script error similar to this:

An error has occurred in the script on this page.
Char: 4
Code: 0

[Yes] [No]

Answering yes or no has no impact.

I suspect that we are getting the same script errors in Internet Explorer as well, but the error pop-up is not displayed.

The method server logs show nothing.

I also tried with IE7 & IE8. No difference.

As a test, I added a normal user to the local administrator's group, but that did not change any behavior.

The problem is most likely a group policy issue.
The Security Event logs have lots of failure events.
I gotta talk to the system/security administrator.

Gerry

In Reply to Gerry Champoux:

We just finished a 2nd installation of Windchill Intralink 9.1 m060, with migration from Intralink 3.4.
All appeared to go well until we let users login.

Randomly, the one-and-only product disappears. (no libraries)
The products list is empty.
This is even happening to wcadmin.

If I shut down and restart the Windchill services, the product reappears, but not for long.
And once it does disappear, it's invisible/gone for all users.

Any advice?