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EM_1006674310-Marble
10-Marble
April 30, 2025
Question

PlatformSubsystems Request Authorization

  • April 30, 2025
  • 2 replies
  • 1292 views

Hi All,

 

Sice a couple off weeks we have a problem when deploying Thingworx in our DTAP enviroment with the PlatformSubsystems. the fields in the Tab Metric Reporting stay blank  so no Customer number or Name anymore. Because of this changes cannot be made and SAVE does not work. When trying to request authorization we get this message "

An error occurred while attempting to contact PTC. Try again later.
Close "
And in App log we see this " INFO : Getting License Feature Info for: twx_telemetry_data_exception"  And "ERROR : Was not able to complete metrics auto enrollment. Invalid value, can not be null or blank" And " WARNING: Transaction has been marked as a failure for request /Thingworx/Subsystems/PlatformSubsystem/Services/StartMetricsEnrollment" And " ERROR: Unable to Invoke Service StartMetricsEnrollment on PlatformSubsystem : Invalid value, can not be null or blank"

 I have a export of subsystemPlatfrom where the fields "Customur number and Name are filled in" when imorting that all works fine, only the request does not work and after deploy the fields are not correct anymore, until some weeks ago we never had to do anything in the platformsubsystems for years so what changed in the PTC URL? the Thingworx licensing subsystems has no problem connecting to PTC. Anybody an idea or suggestion? Best regards, Emiel TW version 9.6.1 on docker container platform.

2 replies

P
18-Opal
pshashipreetham18-Opal
18-Opal
May 2, 2025

Hi @EM_10066743 ,

 

The error messages in your logs—such as:​

  • Was not able to complete metrics auto enrollment. Invalid value, can not be null or blank

  • Unable to Invoke Service StartMetricsEnrollment on PlatformSubsystem​  PTC Support

—indicate that the metrics enrollment process is failing because it receives null or blank values for required fields. This situation can occur if the PlatformSubsystem cannot retrieve necessary information from PTC's provisioning server.​

According to PTC's documentation, the Request Authorization function is designed to automatically populate the Customer Number, Customer Name, and Authorization Key fields by contacting PTC's servers. If this connection fails, these fields remain blank, leading to the errors you're encountering.

 

is this the same issue you are facing?

 

Thanks,

    E
    EM_1006674310-MarbleAuthor
    10-Marble
    May 9, 2025

    Hi,

     

    Yes this is the case, we have a work around now where we Import a back up of the XML file. The button Request Authorization gives the error "

    An error occurred while attempting to contact PTC. Try again later.
    Close

    ". So this is in the Help: 

    "You can choose the Request button to retrieve an authorization key from PTC. Then, the Customer Number, Customer Name, and Authorization Key will be filled in.
    This Request Authorization step is automatically performed when a licensed platform instance starts up."
     
    And this does not get a connection with PTC. Is it an URL we need to trust in the FW that has changed maybe? , the Licensensing subsystem  does work so that connection is working fine.
    T
    TonyZhang16-Pearl
    16-Pearl
    May 12, 2025

    Hi @EM_10066743,

     

    I think the server domain and port that handles metrics reporting enrollment is apps.ptc.com:443. See article CS382081

    However, from the error message, network issue doesn't seem to be the problem (if this is the case it will log sth like Could not reach provision server), my understanding of the error message is that the customer info required for enrollment is null or invalid so unable to proceed with the enrollment.

    Could you please try downloading the latest license file from PTC license portal and apply to the affected ThingWorx?

     

    Also, is this issue bringing any functional impact to ThingWorx? If not, you can ignore it. It's just sending metrics data to PTC for analysis purpose.

    You can also apply for data collection exemption via support case.

    See Help Center Data Collection in ThingWorx

     

    Best,

    T
    TonyZhang16-Pearl
    16-Pearl
    May 15, 2025

    Hi @EM_10066743,

    It appears that a response to this post answers your question. For the benefit of other Community Members who may have the same question, it would be great if you could designate it as the Accepted Solution.

     

    In the event that this response did not answer your question, please post your current status so that we can continue to support.

     

    Thanks for using the PTC Community!

     

    Regards,

    E
    EM_1006674310-MarbleAuthor
    10-Marble
    May 15, 2025

    Hi Tony,

     

    Thank you for the message, next week i am able 2 check if the solution is what we need, i will get back after that.

     

    Best regards,

    Emiel

      E
      EM_1006674310-MarbleAuthor
      10-Marble
      May 26, 2025

      Hi,

       

      So since last friday something is changed, only not at our side or firewall. The PlatformSubsystem metrics are filled in again during deploy. When i click the request Authorization it connects like it should. So now i wonder did something changed at PTC side....

       

      Best regards,

      Emiel

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