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Article - CS378343

Remote Access Sessions via the ThingWorx Remote Access Client (RAC) constantly fail if the session takes ~15 seconds or longer to start in ThingWorx Platform

Modified: 15-Feb-2024   


Applies To

  • ThingWorx Platform 8.5 to 9.5

Description

  • Users who are located a long distance from the ThingWorx Platform host cannot start remote sessions
  • Unable to connect to Thingworx and Unauthorized credentials is seen in the ThingWorx Remote Access Client (RAC) log when attempting to make a connection to ThingWorx Platform
  • When a remote session takes more than 15 seconds to start the session fails
  • ThingWorx Remote Access Client (RAC) is slow to start which eventually causes the remote session to fail authentication
  • The Ephemeral Application Key (aka Nonce Key) that is created for remote access sessions in ThingWorx does not exist long enough for the session to be established
  • Nonce ThingWorx Application Key tied to a specific remote session expires before it can be used to authenticate
  • ApplicationLog.log file in <ThingworxStorage>\logs shows the following: 
    • [L: ERROR] [O: c.t.c.s.c.j.TempWebSocketConnection] [I: ] [U: SuperUser] [S: ] [P: ] [T: https-jsse-nio-8443-exec-8] Error [authenticating connection], Server websocket will be closed. cause: Unauthorized credentials
  • ThingWorx Remote Access Client (RAC) log file tw-ra-client.log located in %AppData%/tw-ra-client shows the following: 
    • [INFO] main - Thingworx Remote Access Client started. pid=17552, args=C:\Program Files\tw-ra-client\tw-ra-client.exe,tw-ra-client://*****@<ThingWorx Platform Host>:/*****?clientId=***** [INFO] main - startSession params: {"platformHost":"<ThingWorx Platform Host>","platformPort":"","appKey":"*****","sessionId":"*****","clientId":"*****","action":"start","secure":true,"isNonce":true}
[INFO] main - Creating Thingworx Client
[ERROR] main - Unable to connect to Thingworx; ensure platform is available at <<ThingWorx Platform Host>:*****> and that proxy settings are correct
[ERROR] main - { name: 'ChannelError', message: 'Authentication failed: Error [context: authenticating connection][cause: Unauthorized credentials]' }
[INFO] main - Client quitting; any remaining sessions will be ended
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