a Ajay
on

 

Hi,

We are getting some sporadic performance issue with Pinnacle 21 Community v3.1.x. See detail below

  • We are able to launch the application but as soon as we choose the .xpt and press submit the validation does not start.
  • This issue gets resolved by itself after multiple re-launch.

Is this something related to Firewall or known issue?

In case it is a firewall issue, Can you give me a list of IP addresses or websites we need to whitelist on our end?

Any support will be great.

Thanks

Ajay

Forums: Troubleshooting and Problems

a Ajay
on August 27, 2021

Screenshot added

File Upload

Philipp
on August 30, 2021

Hello Ajay,

Thank you for reporting this issue!

Could you please attach the application log file?

It can be retrieved using Help - Show Log File. That would help us greatly with troubleshooting this error.

Thanks,

Philipp

a Ajay
on September 2, 2021

Hi Philipp,

Please see attached log file..we had the starting issue twice today.

Thanks

Ajay

Philipp
on September 7, 2021

Hello Ajay,

Thank you for attaching the log file.

The startup failure could be related to a firewall blocking the connection.

We recommend whitelisting Community app traffic on TCP 443 port or running the application off VPN.

If you aren't able to whitelist general traffic, please reach the Community support email (community@pinnacle21.com) and we will provide a detailed domain list.

Thanks,

Philipp

a Ajay
on September 13, 2021

Thanks Philipp. We will give a try and reach out to you if any questions.

s Shaffer
on September 24, 2021

Hi, I have encountered the same issue. Does any one know how to whitelist Community app traffic on TCP 443 port? Thanks.

s Shaffer
on September 24, 2021

Hi, I have encountered the same issue. Do you know how to whitelist Community app traffic on TCP 443 port? Thanks.
Philipp
on September 24, 2021

Hello Shaffer,

Usually whitelisting is done in your firewall software settings. You may need some assistance from your IT team. 

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\

Thanks,

Philipp

a Ajay
on February 15, 2022

Hi Philipp,

 

We have continued to work with our networking engineers in IT on this problem.  They indicate the applicable inbound/outbound TCP protocol traffic on port 443 has been whitelisted per your instructions.  The issue persists to the point where most of the time, we cannot execute a successful validation without having to restart the application multiple times. 

 

Therefore, we are seeking additional advice on areas to troubleshoot.  The network engineers have analyzed the traffic and have the following question.  The pretense here is that we occasionally get a 404 error code as per the log up thread but not always.  Many times the Pinnacle 21 log is empty. 

 

The networking team is seeing traffic towards an IP address that isn’t associated with “dthfq9xldm1jq.cloudfront.net” but appears close in proximity.  Can you confirm if “dthfq9xldm1jq.cloudfront.net” is the only URL the application uses? 

Please see attached screenshot.

 

Thanks

Ajay

 

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