topic Re: PlatformSubsystems Request Authorization in ThingWorx Developers

PlatformSubsystems Request Authorization

EM_10066743 — Wed, 30 Apr 2025 08:37:30 GMT

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.

Re: PlatformSubsystems Request Authorization

pshashipreetham — Fri, 02 May 2025 17:53:00 GMT

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,

Re: PlatformSubsystems Request Authorization

EM_10066743 — Fri, 09 May 2025 06:46:00 GMT

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.

". 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.

Re: PlatformSubsystems Request Authorization

TonyZhang — Mon, 12 May 2025 03:52:59 GMT

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,

Re: PlatformSubsystems Request Authorization

TonyZhang — Thu, 15 May 2025 08:07:03 GMT

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,

Re: PlatformSubsystems Request Authorization

EM_10066743 — Thu, 15 May 2025 08:26:16 GMT

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

Re: PlatformSubsystems Request Authorization

EM_10066743 — Tue, 20 May 2025 11:06:07 GMT

Hi,

So we tested the URL and the firewall allows the request to apps.ptc.com:443, like you thought that is not the issue.

The issue we no whave with this Platformsettings not getting the Customer Number and name is that we can not save the Platform subsystem.

When saving we get the error "

Save failed: java.lang.NullPointerException

We do need the following config parameter set to true "Allow Application key as URL Parameter" after deploy it is not sselected now, why and how this is changed we dont understand.

The license file is collected automaticly , AcquireLicense gives a possitve result also.

Best regards,

Emiel

Re: PlatformSubsystems Request Authorization

EM_10066743 — Mon, 26 May 2025 07:02:02 GMT

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