Windchill Extension Platform - Troubleshooting Guide [support]

Author | Simon Heath

Version | 1.3

Updated | 8th Sept 2020

Categories | [support]

Article # | 00001


Problem - Major System/Platform Issues

  • Manager has continuous spinner and the 504 exception
  • Quick Links has spinner and does not appear
  • Wex Shell does not start

Solution

This problem is due to the Windchill Extension kernel have a lock state. This may be caused by a rare code exception in and extension

Execute the following URLs

https://{hostname}/Windchill/netmarkets/jsp/com/wincomplm/wex/diagnostics/unlockKernel.jsp

If this does not resolve the issue execute

https://{hostname}/Windchill/netmarkets/jsp/com/wincomplm/wex/diagnostics/unlockKernelForce.jsp

Problem - Major System/Platform Issues

  • Manager does not appear
  • Wex Shell does not start

Solution

If the server has a completely damaged installation, download and install he latest Platform installer from the extension center.

It will always contains the latest version of the extension platform.

It will preserve any extensions that were previously installed.

It can be reinstalled over an existing server and will correct any issues.

In certain cases of a corrupted installation it may be necessary to use the platform removal tool. This would be when extensions themselves are reporting major failures, such as verification errors.

A server restart will be required.

Problem - Extension Fail to work as expected

  • Extension fails to perform as expected
  • Configuration icon does not appear in manager
  • UI does not load

Solution

Access the Wex Shell

Once loaded check the extensions have loaded correctly

file

This is an example of a missing extension.

Load the missing extension to correct the problem

Contact support to resolve the issue if it is not


Problem - Extension fails to load with unverified error

The extension does not function correctly and the following error appears

INFO  : wt.system.err  - 2020-02-05 08:02:07 ERROR com.wincomplm.wex.kernel.impl.manager.WexKernelPackageScanner - Package verification failed under 'w:\ptc\Windchill\wex\packages\com.wincomplm\xxxxxx
INFO  : wt.system.out  - ***************************************************************************
INFO  : wt.system.out  - WARNING - Software unverified, please contact Wincom support@wincom-plm.com
INFO  : wt.system.out  - PACKAGE NOT LOADED
INFO  : wt.system.out  - ***************************************************************************

Solution

The extension files have been altered or changed post installation or an unauthorized extension was installed.

Contaction Wincom Support support@wincom-plm.com


Problem - Extension fails to install

  • A UnknownHostException is generated in the logs

file

Solution

This is caused by a network configuration issue, ensure that no VPNs are active


Problem - Failed to read lock file integer error

  • Errors appear in the MS log on startup

This is due to the lock file used to limit the initialization to a single server.

The other server if they cannot read the lock file or this file is corrupt by produce these error, however after a few minutes the system will recover and will remove the lock. This will delay slightly the startup of the server, only for wex services, but will not occur on a second restart

2020-03-04 18:55:56,254 INFO  [SessionThread-3] wt.system.err  - 2020-55-05 00:55:56 INFO  com.wincomplm.wex.kernel.impl.manager.WexKernelManager - Initializing Wex Kernel...
2020-03-04 18:55:56,440 INFO  [SessionThread-3] wt.system.err  - 2020-55-05 00:55:56 INFO  com.wincomplm.wex.kernel.impl.concurrent.WexFileLock - Trying to aquire the lock...
2020-03-04 18:55:56,441 INFO  [SessionThread-3] wt.system.err  - 2020-55-05 00:55:56 INFO  com.wincomplm.wex.kernel.impl.concurrent.WexFileLock - Could not acquire lock.
2020-03-04 18:55:56,441 INFO  [SessionThread-3] wt.system.err  - 2020-55-05 00:55:56 INFO  com.wincomplm.wex.kernel.impl.concurrent.WexFileLock - Waiting for the lock to be released...
2020-03-04 18:55:57,443 INFO  [SessionThread-3] wt.system.err  - 2020-55-05 00:55:57 INFO  com.wincomplm.wex.kernel.impl.concurrent.WexFileLock - Failed to read lock file integer
2020-03-04 18:55:58,444 INFO  [SessionThread-3] wt.system.err  - 2020-55-05 00:55:58 INFO      com.wincomplm.wex.kernel.impl.concurrent.WexFileLock - Failed to read lock file integer

Solution

This is corrected in Manager 1.12 that is included in Platform 1.4

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Article details:
Published date: 20/08/2019 9:58AM
Last updated: 08/09/2020 5:27PM (author@wincom-plm.com - author@wincom-plm.com)
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Author: simonh@wincom-consulting.com (simonh@wincom-consulting.com)
Permalink: https://wex.wincom-plm.com/kb/articles/general-extension-troubleshooting-guide