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Issue
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Possible Cause
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Solution
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Azure Services
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Azure resources configuration error; the service indicator does not show “HEALTHY” status.
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Azure services are temporarily unreachable.
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Verify your network configuration and check the Azure services status.
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Azure services are permanently not reachable.
This issue can occur if the configured authentication credentials are no longer valid. For example, the Client ID or Secret Key may have expired or been rotated, or the associated service principal may have been deleted in the PTC SaaS portal.
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Contact your PTC Windchill+ administrator.
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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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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.
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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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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