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​​In Creo Parametric:

Network problems preventing connection to this server. Please retry later
In Windchill PDMLink:

Service Unavailable

Setup Details:

Windows Server 2012
Microsoft SQL Server 2012
Windchill PDMLink release 11.0 M010

  • ​Only ServerManager logs are created on the Windchill Server

  • Error message in ServerManager logs:

'2018-06-29 09:20:36,990 ERROR [main] com.ptc.windchill.keystore.WTKeyStore
- Error getting the value from the KeyStore file Could not load keystore file.'
Caused by: Keystore was tampered with, or password was incorrect
	at com.sun.crypto.provider.JceKeyStore.engineLoad(
	at com.ptc.windchill.keystore.KeyStoreProxy.loadExisting(
	... 17 more
2018-06-29 09:20:37,607 ERROR [main] wt.manager.CacheMasterNegotiator - Failed to acquire JDBC connection Login failed for user 'pdmlink'. ClientConnectionId:cc38a0c6-bb2e-477f-80f4-5c58c67f1579''
  • Issue occurred after unlocking the Keystore file:

Nested exception is: javax.naming.OperationNotSupportedException:
[LDAP: error code 53 - Rejecting the requested operation  because the connection has not been authenticated]
  • ​​Upgrade to Windchill version: Windchill 11.0 M010 CPS06, 11.0 M020

Problem summary

  • DB user account pdmlink had been lockedProbable cause is a Windows update.

  • We have seen this problem with other customers and it occured at the same time with different customers.


  1. Shut down all Windchill services

  2. Empty logs and caches

  3. Make sure no java (Windchill) is running

Recreate Keystore file

  1. Get passwords for ldap (Windchill DS) and for db-user (in this case pdmlink). Look in app, on server, or ask customer.

  1. Check the file validProperties.list (WINDCHILL_HOME/bin/adminTools/sip/). Make sure you have a hashtag on all rows but:

    • ie.ldap.managerPw

    • wt.pom.dbPassword

    • mapcredentials.admin.adapters

  1. Open a Windchill Shell and run the command:

    • ant -f WT_HOME/bin/adminTools/sip/EncryptPasswords.xml recreateKeyStore
  1. When prompted, enter passwords for ldap, db user, WidnchillLdap, enterpriseldap.
    In this case, same ldap-password for all three instances.
    DB user password was set different

Unlock the db user account:

  1. Run the SQLServer Management Studios and login as SA account

  1. Expand nodes Security > Logins > RMB the db (in this case pdmlink) > select Properties:

  1. In General: Enter Password and Confirm password fields with old password

  1. In General: uncheck Enforce password policy

  1. In Status: uncheck SQL server authentication: Login is locked out

  1. Click OK

  1. Go to Properties for db again and in General: check Enforce password policy and uncheck Enforce password expiration

  1. Go to Status: check that login is locked out is still unchecked.

  1. Click OK

Start Windchill PDMLink

  1. Start services as usual:
    1. PTC Apache/HTTP Server
    2. PTC Windchill Directory Server
    3. PTC Windchill PDMLink
    4. Check logs, etc.. to see that the system starts ok...

For further details see see: CS110492