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Issue
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Possible Cause
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Solution
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PTC SaaS Platform
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Cannot log in to the organization.
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Your credentials are invalid, or your organization’s subscription is affected.
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Refer to your onboarding communication or contact your PTC Partner Manager to request PTC SaaS Platform credentials.
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Missing Windchill product assignment.
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The Windchill product has not been assigned to your organization.
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Contact your PTC Partner Manager to assign the Windchill product to your organization.
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Cannot assign administrator to the Windchill product.
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Windchill administrator is not a member of your PTC SaaS Platform organization.
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Invite the Windchill administrator to your PTC SaaS Platform organization to grant permissions for plugin installation.
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Azure Services
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Azure Resource Group creation fails.
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You do not have permission to create a resource group.
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Verify that you have the required permissions to create resources in your Azure subscription.
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Azure Infrastructure as Code deployment fails
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Azure policy requires specific tags to be present.
The IaC logs contain the error code RequestDisallowedByPolicy.
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Review the Azure subscription policies with your Azure administrator and identify the required tags. Add the missing tags to the common_tags parameter, and then re‑execute the IaC script.
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Resources have already been created, or partially created, using the same deployment name in a different region.
The IaC logs contain an error similar to the following:
json { "code": "InvalidResourceLocation", "message":
"The resource '${DeploymentName}' already exists in location 'region1' in resource group '${ResourceGroup}'. A resource with the same name cannot be created in location 'region2'." } |
Remove any conflicting services, storage, or other resources before retrying resource creation, or recreate the resources using a different deployment name.
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A transient failure occurred in Azure deployments for AI Foundry.
The IaC logs contain an error similar to the following:
IfMatchPreconditionFailed
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Re‑execute the IaC script.
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Expired authentication token. The IaC logs contain an error similar to the following:
ClientAuthenticationError: (ExpiredAuthenticationToken)
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Re‑execute the IaC script.
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Azure AI Foundry embedding model capacity is exhausted in the selected region. As a result, the IaC script fails with the following error: The value of parameter text_embedding_capacity must be a positive integer.
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Use one of the following options:
• Resize existing model deployments to free capacity.
• Open a Microsoft support request to increase model capacity.
• Deploy the resources in a different Azure region with available capacity.
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The maximum number of Azure AI Search indexes, indexers, skillsets, or data sources has been reached. As a result, the IaC script fails with the following error: Skillset quota of 50 has been exceeded for this service.
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Delete unused Azure AI Search indexes, indexers, skillsets, or data sources. If cleanup is not possible, increase the Azure AI Search service tier or deploy the service in a different region
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Azure resources configuration error; the service indicator does not show “HEALTHY” status.
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Resource creation was invoked with incorrect parameters or configuration values in JSON files.
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Verify the resource creation inputs for correctness and repeat the resource creation process.
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Incorrect tokens or resource identifiers were entered in the Plugin Configuration.
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Verify that the correct tokens and identifiers from the Azure resource creation output are used.
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Azure resources are correctly configured but exceed limits.
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Verify that your Azure subscription and created resources have the necessary allowances. Do not exceed usage or storage limits.
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Azure services are not reachable.
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Verify your network configuration and Azure services status.
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Plugin Installation
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Windchill AI Assistant plugin is not listed in the Plugin Manager.
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You are not logged in to the PTC SaaS Platform.
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Verify your login status. Login is triggered by selecting Yes in a Windchill window, which opens a separate browser pop‑up. Ensure that pop‑ups are enabled.
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You are not assigned to the Windchill product by your PTC SaaS Platform organization administrator.
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Contact your PTC SaaS Platform organization administrator to add you to the Windchill product.
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Third‑party cookies are disabled.
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Enable third‑party cookies, including when browsing in private mode. Plugins are hosted in PTC’s SaaS services, which are separate from your Windchill installation and require cookies.
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Other causes.
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Clear your browser cache and retry.
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The Windchill AI Assistant plugin installation fails with a security verification error, displaying the following message: “WindchillAIAssistant installation failed because of a security verification failure. Contact your system administrator for assistance.”
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This security error may occur if the plugin JAR is signed using a newer Java build, while the installation is performed on a system running an older build of the same Java version.
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Ensure that the customer environment uses the latest Java build for the corresponding Java version that is used to sign the plugin JAR.
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Plugin Configuration
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When configuring the plugin, the system displays the following error message: “You do not have the permission to configure administrative settings of the AI Assistant. Please contact your administartor.”
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Windchill is configured with custom certificates.
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If Windchill is configured with custom certificates for custom applications (for example, the Navigate app), perform the following steps:
1. Manually copy the contents of the custom certificate file to HTTPServer/conf/sslvhostconf.d/allClientCerts.crt.
2. Remove the configuration file that references the custom certificate.
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Document Indexing
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Large documents fail during the indexing process.
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Indexing has an upper limit of 128 MB per document or 4 million characters for an individual file. Documents that exceed these limits result in indexing errors.
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Use one of the following approaches:
• Split large documents into smaller files.
• Prevent indexing of large documents by removing the indexing user’s access to those documents.
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Queries do not return document‑based answers after installation.
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Automated continuous indexing reacts only to document changes in the Windchill vault.
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Verify that your administrator has triggered synchronization by clicking Start in the Indexing Dashboard at least once after installation.
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Indexing stops or new documents are not indexed correctly, even though the document type is supported.
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Indexing may stop due to exhaustion of tier capacity.
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Review the logs for the following error message: “Vector index size quota has been exceeded for this service. You must either delete documents first or use a higher SKU for additional quota.”
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Windchill AI Assistant Tab
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The Windchill AI Assistant tab is not visible after installation.
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Cached browser settings may prevent the new tab from appearing.
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Clear the browser cache and site storage using the browser’s Inspector tools.
Verify that the affected user is granted access to the AI Assistant in the Profile settings.
As a last resort, request a Windchill server restart.
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Slow response times.
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Response generation is affected by factors such as vault or index size, Azure services availability, and network connection.
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Retry the query later to determine whether the issue is temporary and try to identify the root cause.
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The system displays the following error: “The system is currently handling a high volume of requests”.
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Rate limiting due to insufficient Large Language Model (LLM) capacity.
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Open the Azure AI Foundry portal, select the gpt-5-mini model, and increase the allocated capacity.
When the IaC script is re‑executed, the model capacity is reset to the default value of 1000 (1 million tokens per minute).
If additional capacity is needed, request a higher quota. For more information, see Azure OpenAI in Microsoft Foundry Models quotas and limits.
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When using the Firefox browser, the response indicator continues to spin indefinitely.
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If a network interruption occurs during response generation, the Windchill AI Assistant tab may disconnect from the backend service.
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Switch briefly to another tab in the Navigator, and then return to the Windchill AI Assistant tab. This action typically restores the connection. You may need to submit your question again.
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