FAQ and Troubleshooting
Find solutions for common provisioning errors, including pipeline failures, blank application pages, and data integrity issues.
Pipeline Execution Failure
Error: Running the Asset pipeline for the first time returns: "Failure occurred when interacting with third party service 'snowflake' while performing 'execute query with variables', message: 'SQL compilation error: Task does not exist or not authorized.'"
Resolution: Create a matching rule for the object in PTC Orbit. Creating a matching rule automatically creates the required task in Snowflake.
Blank Application Page
Error: The PTC Orbit web application displays a blank white page after login.
Resolution: Open Max Designer and link the PTC Orbit Admin and User roles to your user account.
Data Integrity Errors When Changing Ingestion Mode
Error: Data integrity errors occur when switching an object between Direct Sync and Staging Review ingestion modes.
Resolution: Follow this sequence to avoid integrity issues:
1. Set the Data Ingestion Mode field to blank.
2. Click Save.
3. Click Synchronize.
4. Set the Data Ingestion Mode field to the desired value.
5. Click Save.
6. Click Synchronize.
After changing the ingestion mode, update the Matillion pipeline configuration. The namespace and target objects may have changed.
Direct Sync Records Not Visible
Error: Records synced through the Direct Sync pipeline do not appear in the PTC Orbit web application.
Resolution: Verify the following:
1. Run the Pull Direct Sync Records from Snowflake system job in the PTC Orbit admin console. This job also runs on a daily schedule.
2. Check the application log for synchronization errors.
3. Verify that records exist in the Snowflake database.
4. Navigate to the shadow object in PTC Orbit and confirm the record count or view the records.
Salesforce Authentication Configuration Failure
Error: PTC Orbit cannot connect to the ServiceMax Core org after configuring Salesforce authentication credentials.
Resolution: Verify the following:
1. Confirm the Salesforce username, password, and security token are correct.
2. Verify the org type (production or sandbox) matches the target ServiceMax Core environment.
3. Check that the connected Salesforce user has API access enabled and the required permissions.
Maintenance Data Pipeline Objects Not Syncing
Error: Preventive maintenance objects (PM Plan, PM Coverage, PM Schedule) do not appear in Snowflake after running the maintenance data pipeline.
Resolution: Verify the following:
1. Confirm the maintenance data pipeline job in Matillion includes all six PM object types.
2. Verify that the Salesforce authentication credentials are valid and the connected org contains PM data.
3. Check the Matillion job execution log for transformation or load errors.