j John


When opening Pinnacle 21 Community 3.1.2, I'm prompted to Log-In with my Pinnacle ID. But when submitting my credentials, the request times out and shows "Unable to establish an internet connection."

Any ways around this?

Forums: Troubleshooting and Problems

on July 19, 2021

Hello John,

Are you running Community in a firewalled environment or using firewalled VPN?

The error that you reported is usually caused by a company firewall blocking Community from reaching our server to get updates.
Your IT team might be able to help you resolve this issue.
To resolve firewall issues in current version 3.1.2, we recommend whitelisting inbound/outbound TCP protocol traffic in port 443 for Community executable files.
Default paths for these files in system-wide installed Community are:

Main Community 3.1.2 Application file

C:\Program Files (x86)\Pinnacle 21 Community\Pinnacle 21 Community.exe

Java executable file (for 64-bit systems)

C:\Program Files (x86)\Pinnacle 21 Community\resources\app.asar.unpacked\components\java64\bin\java.exe

Java executable file (for 32-bit systems)

C:\Program Files (x86)\Pinnacle 21 Community\resources\app.asar.unpacked\components\java32\bin\java.exe

Default paths for per-user installation are all similar, but instead of "Program Files" they are inside

C:\Users\%USERPROFILE%\AppData\Local\Programs\Pinnacle 21 Community\

If this solution doesn't help, please try running the Community app offline or off VPN. 
The error shouldn't appear then, but the app won't get updates offline and might get outdated soon. 

Therefore, the first solution with whitelisting the Community app is usually preferred.



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