Troubleshooting Your Initial Installation
Reading through the following common problem descriptions may help you in troubleshooting your installation problems.
Problem:
When an installation fails, the installer logs are not written to the standard output directory of <installation directory>/installer/logs.
Action:
In this case, the installer displays the location of the installation log files that it has produced. Write down the location specified by the installer. The location of the log files depends upon when in the installation process the installation fails. Refer to
Installation Log Files for details.
Problem:
When installing on Windows, the installation fails after the PTC Solution Installer (PSI) closes before completing the installation.
Action:
This can result from the Windchill Directory Server or Java not being installed on a local drive. The following error will be found in the WINDCHILLDS_PtcInstall.log:
javax.naming.CommunicationException: Could not connect to the LDAP Server
Problem:
If you are installing Windchill Directory Server on an IBM AIX Platform, the installation may fail with the following error:
javax.naming.CommunicationException: Could not connect to the LDAP Server,
ldap port: 389 ldap manager: cn=Manager at com.ptc.ldapserver.install.
actions.CheckServerStatus.process(CheckServerStatus.java:78)
at com.ptc.windchill.install.framework.InstallAction.run(InstallAction.java:476)
By default, the IBM JVM initially uses Internet Protocol Version 6 (IPv6) for all network accesses, followed by using IPv4. If a site’s Domain Name Server is not set up properly to respond to IPv6 requests, the IPv6 requests may time out before IPv4 use is attempted. For example, even a simple request to get the local host name can cause such timeouts. The Windchill Directory Server code makes several local host name requests and, therefore, may take a long time to start on some AIX sites.
The Windchill Directory Server installation process only waits 120 seconds for the Windchill Directory Server to start before continuing with installation tasks and the server must be running for the installation to complete successfully. If, as a result of the DNS timeouts, the Windchill Directory Server takes longer than 120 seconds to start, then the Windchill Directory Server installation may fail with the error that is identified above. Although the Windchill Directory Server may eventually start, the installation does not complete successfully and you will not be able to connect to the Control Panel.
Action:
This is an issue with a site’s IPv6 DNS configuration in conjunction with the way IPv6 is used by the IBM JVM. For additional information on the issue, see information on the IBM site that is available from:
Also see RFC 4074 that is available from:
One way to resolve the issue is to update the DNS to respond properly to IPv6 requests, as described in section 3 of RFC 4074.
After you have fixed the problem, rerun the installer.
Alternatively, if you are not using IPv6, you can set the IP configuration to use only IPv4 by adding the following line to the /etc/netsvc.conf file:
hosts=bind4,local
Using IPv4 fixes the timeout problem that was causing the Windchill Directory Server installation to fail.
After you have fixed the problem, rerun the installer.
Problem:
On a UNIX system, the installer does not run.
This can happen if the TMP directory does not have the disk space required by the installer.
Action:
Set the environment variable LAX_DEBUG=1 in the shell where the installer was launched and restart the installer. This should result in output being written to the console window.
If the output produced indicates that the amount of /tmp disk space required to perform this installation is greater than what is available, you can set the IATEMPDIR environment variable to a directory on a disk partition with enough free disk space. Then restart the installer.
To set the variable, enter one of the following commands at the UNIX command line prompt before running this installer again:
• for Bourne shell (sh), ksh, bash and zsh:
$ IATEMPDIR=/<your>/<free>/<space>/<directory>
$ export IATEMPDIR
• for C shell (csh) and tcsh:
$ setenv IATEMPDIR /<your>/<free>/<space>/<directory>
Problem:
The installer cannot find a valid Java Virtual Machine (JVM).
This can happen in the following situations:
• If you try running the installer using an executable file that is located in a NoVM directory.
• You are trying to install one of the products from the Windchill Third Party Software CD or the Windchill Services CD over a network connection, and you do not have a supported JVM on your local machine. For the installers, the supported JVM is a version of Java 1.5.
Either or the following messages could be returned:
◦ The installer requires Java 1.5 in your path. (on UNIX)
◦ Could not find a valid JVM to load. (on Windows).
Action:
If you were not using a setup script that is located at the root directory on the CD, rerun the installer using the setup script located in the root directory. Running the installer from the root directory ensures that the JVM bundled with the installer is used.
If you are installing over a network connection, locate a supported JVM and rerun the installer using the setup command with the following as the first two arguments on the command line.
UNIX:
<install_dir>/<setup_script> LAX_VM <java_install_dir>/bin/java
Windows:
<install_dir>/<setup_script> LAX_VM <java_install_dir>/bin/java.exe
Where <install_dir> is the directory path to the setup file, <setup_script> is the setup script in the root directory of the CD for the product you are installing (such as setup_tomcat.vbs), and <java_install_dir> is the installation directory for the JVM. The second argument is the actual Java VM executable, not a directory. If any other arguments are passed in, they must follow these two arguments.
Alternative Method:
An alternative to running the setup script from command line and including the LAX_VM option is to set the LAX_VM environment variable to the same value that would be used on the command line. When this variable is set, running the setup script that is in the root directory on the CD automatically adds LAX_VM and <java_install_dir>/bin/java to the command line for the installer that you are starting.
Problem:
On AIX, the installer core dumps and does not launch.
Action:
This can happen if the IBM_MIXED_MODE_THRESHOLD environment variable is set. Unset the IBM_MIXED_MODE_THRESHOLD variable.
Problem:
Technical Support asks you to provide additional diagnostic information about how the installer launches and what JRE is used to execute the installer.
Action:
There are two ways to obtain additional diagnostics:
• On some Windows versions, you can press the CTRL key when you double-click on the setup.vbs script that is at the root level of the CD. This brings up a command shell window with diagnostic information. You can copy this information into a file to send to Technical Support.
• On UNIX and Windows, you can set the environment variable LAX_DEBUG to 1. Then execute the setup script for the installer that is at the root level of the CD. The diagnostics are shown in the same command window (UNIX) or in a pop-up window (Windows).
Problem:
The installer does not run. The error message returned indicates that one of the following requirements is not true:
• The installer only runs on the following platforms:
AIX, HP-UX, Solaris, Windows 2000, or Windows 2003
• The installer requires Java 1.5 or higher in your path.
Action:
Ensure that you are running on a supported platform. Although the message does not indicate that Windows XP is supported, the installers can run on Windows XP also.
Additionally, ensure that you are running the installer using the scripts located in the root directory of the CD. This ensures that Java Virtual Machine bundled with the installer is being used.
Problem:
Sometimes the installer appears to skip over a step.
Action:
The installers behave in a wizard-like fashion with Next and Previous buttons. In a system where the response is slow, the wizard may not advance to the next or previous step as quickly as expected and you may click the Next or Previous button again (repeatedly). This mouse click event is queued up and acted upon when the system responds. This may advance the windows beyond the expected window.
Once the Next or Previous button has been clicked, wait for the installer to respond and advance to the intended window.
Under normal system conditions, the installer moves forward and backward through the windows with little noticeable delay.
This issue has been filed as a bug with the software vendor Macrovision.
Problem:
On Windows, the installer Cancel Installation dialog box demands the user interface focus.
Action:
When you try to cancel the installer through the Cancel Installation dialog box, the window monopolizes the window focus on the desktop.
To release the focus, click either the cancel (the X in the upper right corner of the dialog box) or Resume button.
Problem:
During an installation, the installer displays the following:
Action:
The appearance of this window indicates that the installer could not locate a required file from the current media set.
If you are installing over a network, the window can be an indication that the response time across the network is too slow for the installer. Click Cancel and rerun the installer. If the windows appears again, try running the installer when there is less network traffic or from another network, or copy the installation files to your local system.
If you are installing from the installation CDs or a local directory, then the installation data set is incomplete. Try downloading the installation files again. If this fails to correct the problem, contact Technical Support for assistance.
Problem:
The following error message appears when you are doing a keyword search in Windchill Index Search:
Resource limit Exceeded
Problem:
The following error message appears on a UNIX system during a data load if the Windchill Index Search server is not running:
Indexing Queue is Experiencing Problems
Action:
PTC recommends you disable indexing during data loads and use the Bulk Index Tool for a more performant load.
Also, you need to make sure that Windchill Index Search has enough time to start completely before the data load is started, and the indexing queue is ready. You need to check this directly.
If the error still occurs, start Windchill Index Search manually. See the information in “Completing Configuration - Manual Steps”.
| The indexing errors clear once Windchill Index Search is up and running correctly. Everything then should run normally. |
Problem:
On AIX, installing the Windchill solution with multiple optional products fails.
Action
The last JAR to be loaded from the JDK should always be tools.jar.
AIX limits the classpath, so long classpaths get truncated when there are many optional products installed. The best way to diagnose this is when the classpath listing at the top of the MethodServer log arbritrarily truncates the last line(s) of the path as listed below. A common secondary symptom is the exception on the subject line
- wt.util.WTException: java.lang.NoClassDefFoundError:
com.sun.tools.javac.Main (also in the MethodServer log).
Example, Non-Working MethodServer Log
Mon 6/30/08 16:27:15: main: -----------------------------------
--------------------------------------------
Mon 6/30/08 16:27:15: main: INFO : wt.method.server.startup -
Starting MethodServer
Mon 6/30/08 16:27:15: main: INFO : wt.method.server.startup -
JVM id: 647398
Mon 6/30/08 16:27:15: main: INFO : wt.method.server.startup -
JVM: 1.6.0, IBM Corporation
Mon 6/30/08 16:27:15: main: INFO : wt.method.server.startup -
Class path =
Mon 6/30/08 16:27:15: main: /mnt/disk2/ptc/Windchill/codebase
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/activation.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/ieWeb.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-
INF/lib/ie3rdpartylibs.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/ieWeb.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/install.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/mail.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/Gantt.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/jviews-chart-
all.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/jviews-framework-
all.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/jviews-gantt-
all.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-
INF/lib/wc3rdpartylibs.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/prowtWeb.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/wncWeb.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/pdmlWeb.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/sumaWeb.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/scmiWeb.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/pjlWeb.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/GanttExplorer.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/tibjms.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/ptlWeb.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/lib/servlet.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/lib/windu.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/lib/wnc.jar
Mon 6/30/08 16:27:15: main:
/mnt/disk2/ptc/Windchill/lib/pdml.jar
Mon 6/30/08 16:27:15: main: /mnt/disk2/ptc/
Mon 6/30/08 16:27:15: main: INFO : wt.method.server.startup -
Setting WTContext time zone to America/Chicago; offset: -5.0
Mon 6/30/08 16:27:15: main: INFO : wt.method.server.startup -
Setting default time zone to GMT; offset: 0.0
Example, Working MethodServer Log
Thu 6/26/08 18:20:36: main: -----------------------------------
--------------------------------------------
Thu 6/26/08 18:20:36: main: INFO : wt.method.server.startup -
Starting MethodServer
Thu 6/26/08 18:20:38: main: INFO : wt.method.server.startup -
JVM id: 466962
Thu 6/26/08 18:20:38: main: INFO : wt.method.server.startup -
JVM: 1.6.0, IBM Corporation
Thu 6/26/08 18:20:38: main: INFO : wt.method.server.startup -
Class path =
Thu 6/26/08 18:20:38: main: /mnt/disk2/ptc/Windchill/codebase
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/activation.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/ieWeb.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/ie3rdpartylibs.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/ieWeb.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/install.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/mail.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/Gantt.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/jviews-chart-all.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/jviews-framework-all.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/jviews-gantt-all.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/wc3rdpartylibs.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/prowtWeb.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/wncWeb.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/pdmlWeb.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/sumaWeb.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/codebase/WEB-INF/lib/scmiWeb.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/lib/servlet.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/lib/windu.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/lib/wnc.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/lib/pdml.jar
Thu 6/26/08 18:20:38: main:
/mnt/disk2/ptc/Windchill/lib/scmi.jar
Thu 6/26/08 18:20:38: main:/mnt/disk2/ptc/Java/lib/tools.jar
Thu 6/26/08 18:20:38: main: INFO : wt.method.server.startup -
Setting WTContext time zone to America/Chicago; offset: -5.0
Thu 6/26/08 18:20:38: main: INFO : wt.method.server.startup -
Setting default time zone to GMT; offset: 0.0
Problem:
When installing as a root user on UNIX, the PTC Solution Installer terminates after hitting Install.
Action:
Clear the SESSION_MANAGER variable. This issue will not occur if using the PSI as a non-root user.
