• Welcome to the Help Center for the ThingWorx Axeda Compatibility Package 2 for Axeda eMessage Agents
• Release Notes
  • Release Notes for ThingWorx Axeda Compatibility Package 2.6.0
    • What's New in ThingWorx Axeda Compatibility Package 2.6.0
    • Fixed Issues in ThingWorx Axeda Compatibility Package 2.6.0
    • Known Issues in ThingWorx Axeda Compatibility Package 2.6.0
  • Release Notes Archive
    • Release Notes for ThingWorx Axeda Compatibility Package 2.5.1
      • Fixed Issues in eMessage Connector 2.5.1
    • Release Notes for ThingWorx Axeda Compatibility Package 2.5.0
      • What's New in ThingWorx Axeda Compatibility Package 2.5.0
      • Fixed Issues in eMessage Connector 2.5.0
      • Known Issues in eMessage Connector 2.5.0
    • Release Notes for ThingWorx Axeda Compatibility Package 2.4.0
      • What’s New in ThingWorx Axeda Compatibility Package 2.4.0
      • Fixed Issues in eMessage Connector 2.4.0
    • Release Notes for ThingWorx Axeda Compatibility Package 2.3.1
      • What’s New in ThingWorx Axeda Compatibility Package 2.3.1
      • Fixed Issues in eMessage Connector 2.3.1
    • Release Notes for ThingWorx Axeda Compatibility Package 2.3.0
      • What’s New in ThingWorx Axeda Compatibility Package 2.3.0
      • ThingWorx Axeda Compatibility Package Release Notes 2.3.0
    • ThingWorx Axeda Compatibility Package Release Notes 2.2.1
    • ThingWorx Axeda Compatibility Package Release Notes, v.2.2.0
    • ThingWorx Axeda Compatibility Package Release Notes, v.2.1.0
    • ThingWorx Axeda Compatibility Package Release Notes, v.2.0.0
    • What’s New in ThingWorx Axeda Compatibility Package 2.2.1 and Earlier
  • PTC Support Policy for ThingWorx Connection Services
• Installation and Upgrade
  • Downloading and Extracting the Axeda Compatibility Package
  • Installing the eMessage Connector
    • Contents of the eMessage Connector Archive
  • Importing the Extensions (CSE, RAE, and ACE)
  • Upgrading the ThingWorx eMessage Connector
  • Create Security Entities in ThingWorx for a Connector and for Remote Access
  • Converting JKS Keystores to PKCS Keystores
• What is the Axeda Compatibility Package?
  • Architectural Overview
  • What is the eMessage Connector?
  • Thing Presence
  • ThingWorx Connection Services Extension (CSE)
  • ThingWorx Axeda Compatibility Extension (ACE)
  • ThingWorx Remote Access Extension (RAE)
    • GAS (Global Access Server) Enablement
    • Remote Access for Axeda eMessage Agents through ThingWorx
    • Remote Access in a High Availability Cluster
  • ThingWorx Software Content Management (SCM) Extension
    • SCM Upload Instructions
• Using the eMessage Connector in a ThingWorx High Availability (HA) Clustering Environment
• Connecting an eMessage Connector and an Azure IoT Hub Connector to the Same ThingWorx Platform
• Getting Started with eMessage Connector and eMessage Agents
  • Configuring the eMessage Connector
    • Before You Begin Configuration
    • Minimal Configuration to Connect to a Single-Server ThingWorx Platform Using SSL/TLS
    • Configuring the eMessage Connector to Run in a ThingWorx High Availability Cluster
    • Configuring Optional Properties
      • Optional Configuration Properties
      • Creating a TrustStore
      • Configuring Metrics Reporting
      • Configuring Key/Value Pair Stores
      • Configuring Additional Properties for File Transfers
      • Configuring the Connector for Remote Access
      • Service Discovery Configuration
      • Configuring Support for Policy Server
  • Setting Up an Encrypted Configuration File for an eMessage Connector
  • Setting Environment Variables for an eMessage Connector
  • Setting Up Permissions and Visibility for the eMessage Connector
    • Security Background: ThingWorx Permissions for the eMessage Connector
  • Configuring the TokenPropertyAuthenticator (eMessage Connector)
  • Starting the eMessage Connector and Running a Quick Test
  • Running the Smoke Test
    • Step 1. Configuration
    • Step 2. Connection
    • Step 3. Connection Services Hub
    • Step 4. Create a Test Thing
    • Step 5. Registration Message
    • Step 6. Sending Data Items
    • Step 7. Setting a Property Value
    • Step 8. Upload File
    • Step 9. Download File
    • Sample Output from the Smoke Test Tool
    • Creating an infotable to Set Model/Serial Number Properties
    • Troubleshooting the Smoke Test
      • Smoke Test Exception 1: SSL Handshake error due to missing intermediate/root certificates
      • Smoke Test Exception 2: SSL Handshake error due to missing intermediate/root certificates
      • Smoke Test Exception 3: Timeout when attempt to connect to the ThingWorx Platform
      • Smoke Test Exception 4: File upload failure due to incorrect upload URL
      • Smoke Test Exception 5: File upload failure due to incorrect upload URL (hostname does not match SSL certificate CN)
      • Smoke Test Exception 6: File download failure due to incorrect download URL
      • Smoke Test Exception 7: File download failure due to incorrect download URL (hostname doesn't match SSL certificate CN)
    • Smoke Test Cleanup
• Managing eMessage Assets Through ThingWorx
  • Differences between Axeda Platform and ThingWorx Platform (eMessage Agents)
  • Creating New Axeda eMessage Entities Using ThingWorx Composer
  • Setting Data Items on an Asset Using ThingWorx Composer
  • Viewing Time Series Data Using ThingWorx Composer
  • Setting the Ping Rate Using ThingWorx Composer
  • Restarting the Agent Using ThingWorx Composer
  • Running Scripts Using ThingWorx Composer
  • TokenPropertyAuthenticator Behavior (eMessage Connector)
  • File Transfers
    • Types of File Transfers
    • Restricting the Maximum File Size for File Transfers
    • Compression
    • Compression-High-Threshold
    • The Copy Service
      • Alarms with Associated Files
      • File Watchers with “Hints”
    • Metadata for File Transfer Jobs
    • Downloading Files to Axeda Gateway and Connector Agents
      • Checking the Console of the Axeda Gateway or Axeda Connector Agent
      • Possible Errors When Downloading to an Axeda eMessage Agent
    • Uploading Files from Axeda eMessage Agents
      • File Names and Locations After File Uploads
      • Security for File Uploads
      • File Hints (File Uploads)
    • The FileTransfer Event
    • How eMessage Connector Handles Dependencies.xml
  • Using the ThingWorx Software Content Management (SCM) Extension with eMessage Agents
  • Using Axeda Desktop Viewer for Remote Sessions through ThingWorx
  • Using Policy Server with the eMessage Connector
    • Agent Configuration for Policy Server Use
• ThingWorx Remote Access
  • Requirements for Remote Sessions
    • Compatibility of GAS and RAE Versions
  • Support for Axeda and ThingWorx Global Access Servers
    • Global Access Server: Registration
    • Global Access Server: StartSession Workflow
    • Global Access Server: Audit Messages
  • Remote Access: When Using Policy Server
  • Remote Interfaces in ThingWorx for eMessage Agents
  • Axeda Desktop Viewer Support
  • Security for Remote Access
  • Remote Access Subsystem
  • Remote Access Providers
  • Associating a RemoteAccessible Thing with its Remote Access Provider
  • Using the RAClientLinker Widget
    • RemoteAccessProvider providerConfig Property Details
  • ThingWorx Remote Access Client
    • Auto Launch
    • IP Cycling for the Remote Access Client (RAC)
  • Querying Audit History for Remote Access
• Monitoring and Troubleshooting the eMessage Connector
  • Monitoring the eMessage Connector
    • Logging
      • Log Levels
      • Log Messages
    • Metrics
    • Fine-Tuning the eMessage Connector
      • Configuring Additional Properties for the Connection
      • Adjusting the Settings for Vert.x
      • Limiting Edge-Controlled Egress and Concurrent File Transfers
  • Troubleshooting the eMessage Connector
    • Event Notifications
      • Invalid Data Item Type Event (ProtocolError)
      • Event: Identifier Used as Name of a Thing (UserError)
    • Troubleshooting eMessage Connectors in an HA Cluster
    • SSLHandshake Exceptions When Connecting to ThingWorx Platform
    • Syntax Error in the eMessage Connector Configuration File
    • Missing Root or Intermediate Certificates
    • Invoking ClearCacheEntry for the ThingNameStash
    • Issues when eMessage Connector is run by a Non-Administrator User
    • Uncompress flag on the Download instruction of an SCM package not working (SCM Download)
    • Scenarios for Common Problems
      • AxedaPollingTimer not working - isReporting not changing to true
      • Connector does not start and error is "Input line is too long"
      • eMessage Connector does not show up on the Monitoring > Connection Servers page
      • The lastConnection property of the Thing does not update
      • Asset that was communicating earlier, no longer communicates
      • Data items sent by the asset do not reach ThingWorx Platform
      • Alarms sent by the asset do not reach ThingWorx Platform
      • Events sent by the asset do not reach ThingWorx Platform
      • Observation 7: Agent-initiated file uploads do not reach ThingWorx platform
      • Platform-initiated file uploads do not reach ThingWorx Platform
      • Observation 9: Platform-initiated file downloads are not downloaded by an asset
      • The asset never appears connected to the ThingWorx Platform
      • AxedaPollingTimer not working - isReporting not changing to true
      • Connector stops processing agent messages completely
      • Connector websocket connection errors with ThingWorx Platform
      • Connector does not start due to full disk
      • ThingWorx Platform stops responding to Connector websocket requests
      • Old Gateway Agents (v. 5.3.1) cannot ping the Connector
      • Pervasive ‘Not authorized for’ and ‘Unable to Invoke’ Errors in the Connector and ThingWorx Platform Logs
      • Connector fails to start due to invalid keystore password
      • Connector fails to start due to missing keystore file
      • Connector timeouts with ThingWorx Platform
      • No open connections were available on endpoint
    • Exceptions Observed in the Log for eMessage Connector
      • Connector Exception 1: Identifier Set on a Thing
      • Connector Exception 2: Identifier with Format modelNumber | serialNumber on a Thing
      • Connector Exception 3: Identifier Set with Model and Serial Number After eMessage Connector Running
      • Connector Exception 4: Connector cannot connect to the ThingWorx Platform on startup
      • Connector Exception 5: Connector Disconnected from the ThingWorx Platform
      • Connector Exception 6: Connector Reconnected to the ThingWorx Platform
      • Connector Exception 7: Thing Not Found on the ThingWorx Platform
      • Connector Exception 8: Invalid Thing token property
      • Connector Exception 9: Blank token property on Thing
      • Connector Exception 10: ThingWorx Platform not responding to SDK requests
      • Connector Exception 11: File Upload Failure — Target Repository Out of Disk Space
      • Connector Exception 12: File Upload Failure — Max Offline Queue Size Violation on the ThingWorx Platform
      • Connector Exception 13: File Upload Failure — Max Number of Jobs Per Thing Exceeded
      • Connector Exception 14: File Download Failure Due to File Deletion on the ThingWorx Platform Before Agent Downloads It
      • Connector Exception 15: File Download Chunk Failure Due to File Deletion
      • Connector Exception 16: Connector File System — Out of Disk Space
      • Connector Exception 17: Start Connector with application key — No service invocation permission
      • Connector Exception 18: Unable to Invoke Service <service_name> on <Thing>
      • Connector Exception 19: Start Connector with an Invalid Keystore Password
      • Connector Exception 20: Start Connector with the Keystore File Missing
      • Connector Exception 21: Timeout Exception
      • Connector Exception 22: No Open Connections Available on Endpoint
      • Connector Exception: Too many open files (Linux)
    • Exceptions Observed in the Log for the ThingWorx Platform
      • ThingWorx Exception 1: Invalid Thing token property
      • ThingWorx Exception 2: File upload failure due to maximum offline queue size violation
      • ThingWorx Exception 3: File upload failure due to maximum offline queue size per Thing violation
      • ThingWorx Exception 4: File download fails due to file deletion on the ThingWorx Platform before agent downloads file
      • ThingWorx Exception 5: Start eMessage Connector with application key that does not exist on the ThingWorx Platform
      • ThingWorx Exception 6: Start eMessage Connector with an application key that does not have service invocation permission
      • ThingWorx Exception 7: Not Authorized for Service Invoke on <service> in <Thing>
      • ThingWorx Exception 8: Invalid Property Value
      • ThingWorx Exception 9: Permission issues with the SCM file repository
• Troubleshooting SCM
  • eMessage Agent-Specific Status Messages in the Application Log
  • SCM Upload Instructions — Delivery Target Status Messages
  • SCM Upload Instructions - Application Log Messages
    • Asset delivery target not found (SCM Upload)
    • Could not activate transfer job (SCM Upload)
    • Delivery target must be in one of the following states (SCM Upload)
    • File does not exist (SCM Upload)
    • Instruction with ordinal # for package not found (SCM Upload)
    • Invalid child path: Child path failed validation (SCM Upload)
    • Invalid directory: Directory path contains encoded characters (SCM Uploadl)
    • No relative paths are permitted (SCM Upload)
    • No transfer job found for Upload (SCM Upload)
    • Reservation submitted in metadata must be valid and external (SCM Upload)
    • setDeliveryTargetState: Trying to update the state when already in a final state (SCM Upload)
    • Target Repository is not a valid FileRepository or this user does not have permission to view it (SCM Upload)
    • Target repository '"Target Repository" does not exist (SCM Upload)
    • The filename, directory name, or volume label syntax is incorrect (SCM Upload)
    • Thing "target repository" does not exist (SCM Upload)
    • Transfer job associated with delivery target is inactive (SCM Upload)
    • Unable to load data table entry - key does not exist (SCM Upload)
    • Odd Behavior (SCM Upload)
      • Same file included in uploaded archive multiple times (SCM Upload)
  • SCM Download Error Messages Shown in the Application Log
    • Permissions After SCM File Download
    • Asset delivery target not found (SCM Download)
    • Cannot return internal reservation (SCM Download)
    • Cannot return the reservation of an active transfer job (SCM Download)
    • Could not activate transfer job (SCM Download)
    • Delivery target must be in one of the following states (SCM Download)
    • Error setting state for delivery target (SCM Download)
    • Failed to abort delivery target (SCM Download)
    • File does not exist (SCM Download)
    • File does not exist in repository (SCM Download)
    • Instruction type must be Download (SCM Download)
    • Instruction with ordinal # for package not found (SCM Download)
    • Not authorized for ServiceInvoke on StartFileTransfer in TW.RSM.Thing.FileRepository (SCM Download)
    • Reservation submitted in metadata must be valid and external (SCM Download)
    • Returning reservation failed for Thing (SCM Download)
    • Source repository does not exist (SCM Download)
    • Thing does not exist (SCM Download)
    • Transfer job inactive (SCM Download)
    • Unable to load data table entry (SCM Download)
    • Unable to read from file (SCM Download)
    • Uncompress flag on the Download instruction of an SCM package not working (SCM Download)
    • Odd Behaviors (SCM Download)
      • Delivery target completes successfully, but file not downloaded (SCM Download)
      • Delivery target becomes stuck in Sending Instructions (SCM Download)
      • Delivery target becomes stuck in Instructions Received (SCM Download)
      • Delivery target becomes stuck in Installing (SCM Download)
• Extensions Reference
  • Connection Services Extension Entity Reference
    • CSE Thing Templates
      • ConnectionServicesHub Thing Template
      • ProtocolAdapter Thing Template
      • ProtocolAdapterWithAvailability Thing Template
    • CSE Thing Shapes
      • CacheManager Thing Shape
      • ProtocolAdapterWithAvailability Thing Shape
      • AxedaProtocolAdapterServices Thing Shape
    • CSE Data Shapes
      • CXSEvent.AuthenticationError Data Shape
      • CXSEvent.ClearCacheEntry Data Shape
      • CXSEvent.EdgeError Data Shape
      • CXSEvent.FileNotFoundError Data Shape
      • CXSEvent.InternalError Data Shape
      • CXSEvent.ProtocolError Data Shape
      • CXSEvent.ThingNotFoundError Data Shape
      • CXSEvent_UserError Data Shape
      • CXSEvent.WritePropertyError Data Shape
      • ProtocolAdapterAvailability Data Shape
    • CSE Things
      • ConnectionServicesHub Thing
  • Axeda Compatibility Extension (ACE) Entity Reference
    • ACE Thing Templates
      • AxedaBaseModel Thing Template
      • AxedaEMessageGatewayModel Thing Template
      • AxedaManagedModel Thing Template
      • AxedaProtocolAdapter Thing Template
      • AxedaStandaloneModel Thing Template
    • ACE Thing Shapes
      • Axeda.EmessageGateway Thing Shape
      • Axeda.Asset Thing Shape
      • Axeda.Managed Thing Shape
      • Axeda.Model Thing Shape
      • Axeda.Restartable Thing Shape
      • Axeda.Standalone Thing Shape
      • AxedaProtocolAdapterServices Thing Shape
    • ACE Data Shapes
      • AssetLogEvent Data Shape
      • Axeda.Alarm Data Shape
      • Axeda.AlarmProperty Data Shape
      • Axeda.ManagedDeviceSummary Data Shape
      • Axeda.ScriptName and Axeda.ScriptStatus Data Shapes
      • NameTypeValueTuple Data Shape
      • ThingNameAndIdentifier Data Shape
    • ACE Things
      • AxedaPollingStrategy Thing
      • AxedaPollingTimer Thing
      • AxedaRemoteViewerManager Thing
      • AxedaRemoteViewerRefreshScheduler Thing
      • eMessageServices Thing
  • Remote Access Extension (RAE) Entity Reference
    • RAE Thing Templates
      • GASModel Thing Template
      • RemoteAccessClient Thing Template
      • RemoteViewerManagerTemplate Thing Template
    • RAE Thing Shapes
      • GASFileTransferEvents Thing Shape
      • GASRemoteAccessible Thing Shape
      • GASSelectorService Thing Shape
      • RemoteAccessEvents Thing Shape
      • RemoteAccessProvider Thing Shape
      • RemoteAccessServer Thing Shape
      • RemoteAccessible Thing Shape
    • RAE Data Shapes
      • ConnectionInformation Data Shape
      • GASSessionConfig Data Shape
      • GASModelConnectionSettings Data Shape
      • GAS.RemoteEndpointProviderConfig DataShape
      • GAS.SessionParametersProviderConfig Data Shape
      • RemoteAccessServerName Data Shape
      • RemoteEndpoint Data Shape
      • RemoteServerConfiguration Data Shape
      • RemoteSession Data Shape
      • RemoteSessionEvent Data Shape
      • RemoteSessionParameters Data Shape
      • RemoteSessionViewer Data Shape
      • ThingworxInternal.RemoteEndpointProviderConfig Data Shape
      • ThingworxInternal.SessionParametersProviderConfig Data Shape
    • RAE Things
      • CleanupOldSessionsTimer Thing
      • GASRemoteAccessProvider Thing
      • GASSelector Thing
      • RemoteAccessPermissionServices Thing
      • TerminateInactiveSessionsTimer Thing
      • ThingworxInternalRemoteAccessProvider Thing
      • ThingworxInternalRemoteAccessServer Thing
    • RemoteAccessSubsystem