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Pinnacle 21 Stuck on "Initializing/Installing, please wait..." when Installing

c Craig
 on October 11, 2019

 

Hi, 

When launching the Pinnacle 21 Community (3.0.1) setup .exe file the status bar hangs on initializing. Can anyone help?

Thanks
Craig

Forums: Troubleshooting and Problems

Philipp
on October 11, 2019
P21

Hi Craig,

We recommend using the latest available version 3.0.2.

https://www.pinnacle21.com/downloads

Please try the 3.0.2 installer and let us know if there any issues with installation there.

Thanks,

Philipp

c Craig
on October 18, 2019

Hi Phillipp,

The same thing happens with 3.0.2. The status bar just says "Installing, please wait..."

Thanks
Craig

c Craig
on October 18, 2019

Can anyone help?

This is the only log I could find, which may help:

[2019-10-18T14:46:40.258Z] [info] App starting...
[2019-10-18T14:46:40.781Z] [info] Checking if update is available...
[2019-10-18T14:46:40.781Z] [info] Checking for update
[2019-10-18T14:46:40.941Z] [info] Generated new staging user ID: 12a06f4f-3b1d-5d4d-94b4-a1ebe7568e0d
[2019-10-18T14:46:41.657Z] [info] Found version 3.0.2 (url: Pinnacle 21 Community Setup 3.0.2.exe)
[2019-10-18T14:46:41.657Z] [info] An update was found. Downloading...
[2019-10-18T14:46:41.729Z] [info] Downloading update from Pinnacle 21 Community Setup 3.0.2.exe
[2019-10-18T14:46:41.823Z] [info] No cached update info available
[2019-10-18T14:46:41.827Z] [info] Download block maps (old: "https://p21-community-releases.s3.amazonaws.com/Pinnacle%2021%20Community%20Setup%203.0.0.exe.blockmap", new: https://p21-community-releases.s3.amazonaws.com/Pinnacle%2021%20Community%20Setup%203.0.2.exe.blockmap)
[2019-10-18T14:46:42.002Z] [error] Cannot download differentially, fallback to full download: Error: Cannot download "https://p21-community-releases.s3.amazonaws.com/Pinnacle%2021%20Community%20Setup%203.0.0.exe.blockmap", status 404: Not Found
    at ClientRequest.request.createRequest.response (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\builder-util-runtime\src\httpExecutor.ts:247:26)
    at ClientRequest.emit (events.js:182:13)
    at ClientRequest.EventEmitter.emit (domain.js:442:20)
    at URLRequest.ClientRequest.urlRequest.on (I:\Resources\Pinnacle 21\resources\electron.asar\browser\api\net.js:207:12)
    at URLRequest.emit (events.js:182:13)
    at URLRequest.EventEmitter.emit (domain.js:442:20)
    at URLRequest.topLevelDomainCallback (domain.js:121:23)
From previous event:
    at ElectronHttpExecutor.downloadToBuffer (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\builder-util-runtime\src\httpExecutor.ts:178:60)
    at I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\NsisUpdater.ts:145:46
    at Generator.next (<anonymous>)
From previous event:
    at downloadBlockMap (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\NsisUpdater.ts:144:29)
    at I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\NsisUpdater.ts:166:51
    at Generator.next (<anonymous>)
From previous event:
    at NsisUpdater.differentialDownloadInstaller (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\NsisUpdater.ts:134:173)
    at Object.<anonymous> (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\NsisUpdater.ts:34:42)
    at Generator.next (<anonymous>)
From previous event:
    at Object.task (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\NsisUpdater.ts:31:11)
    at I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\AppUpdater.ts:609:25
From previous event:
    at NsisUpdater.executeDownload (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\AppUpdater.ts:544:68)
    at NsisUpdater.executeDownload (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\BaseUpdater.ts:27:18)
    at NsisUpdater.doDownloadUpdate (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\NsisUpdater.ts:27:17)
    at NsisUpdater.downloadUpdate (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\AppUpdater.ts:419:19)
    at I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\AppUpdater.ts:382:49
    at Generator.next (<anonymous>)
    at runCallback (timers.js:694:18)
    at tryOnImmediate (timers.js:665:5)
    at processImmediate (timers.js:647:5)
    at process.topLevelDomainCallback (domain.js:121:23)
From previous event:
    at NsisUpdater.doCheckForUpdates (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\AppUpdater.ts:359:34)
    at NsisUpdater.checkForUpdates (I:\Resources\Pinnacle 21\resources\app.asar\node_modules\electron-updater\src\AppUpdater.ts:220:35)
    at autoUpdate (I:\Resources\Pinnacle 21\resources\app.asar\electron.js:406:25)
    at process._tickCallback (internal/process/next_tick.js:68:7)
[2019-10-18T14:47:14.693Z] [warn] Cannot execute Get-AuthenticodeSignature: Error: Command failed: powershell.exe -NoProfile -NonInteractive -InputFormat None -Command Get-AuthenticodeSignature 'C:\Users\Craig.Parry\AppData\Local\pinnacle21-community-updater\pending\temp-Pinnacle 21 Community Setup 3.0.2.exe' | ConvertTo-Json -Compress
The term 'ConvertTo-Json' is not recognized as the name of a cmdlet, function,
script file, or operable program. Check the spelling of the name, or if a path
was included, verify that the path is correct and try again.
At line:1 char:160
+ Get-AuthenticodeSignature 'C:\Users\Craig.Parry\AppData\Local\pinnacle21-comm
unity-updater\pending\temp-Pinnacle 21 Community Setup 3.0.2.exe' | ConvertTo-J
son <<<<  -Compress
    + CategoryInfo          : ObjectNotFound: (ConvertTo-Json:String) [], Comm
   andNotFoundException
    + FullyQualifiedErrorId : CommandNotFoundException
 
. Ignoring signature validation due to unsupported powershell version. Please upgrade to powershell 3 or higher.
[2019-10-18T14:47:14.698Z] [info] New version 3.0.2 has been downloaded to C:\Users\Craig.Parry\AppData\Local\pinnacle21-community-updater\pending\Pinnacle 21 Community Setup 3.0.2.exe
[2019-10-18T14:47:14.702Z] [info] Update download complete.
[2019-10-18T14:47:14.703Z] [info] Restarting to perform install...
[2019-10-18T14:47:14.703Z] [info] Install on explicit quitAndInstall
[2019-10-18T14:47:14.703Z] [info] Install: isSilent: false, isForceRunAfter: true
[2019-10-18T14:47:17.200Z] [info] Closing the progress bar window.
 

Philipp
on October 18, 2019
P21

Hi Craig,

Have you tried doing a clean installation? If you haven't, please uninstall Community and remove \AppData\Local\pinnacle21-community-updater in your User's folder (based on your log file, it's probably C:\Users\Craig.Parry\AppData\Local\pinnacle21-community-updater\). Please make sure to uninstall app from I:/ drive if it's installed there too. Then install the app again.

Please let us know if that helps.

Thanks,

Philipp

 

c Craig
on October 19, 2019

Hi Philipp,

Thanks for replying, I tried this and still no luck. I cannot even find the log file now, any help?

Thanks
Craig

c Craig
on October 21, 2019

I have a feeling it is likely because on my machine the normal "Documents" drive does not exist, and instead it maps to a server and not the C drive. Is there a solution for this?

As an example the typical "My Documents" folder = "%userprofile%/My Documents" which translates to be "C:\Users\<user name>\My Documents" however on our systems we have the "My Documents" folder on a server for each user, e.g. this "C:\Users\<user name>\My Documents" takes us to "\\ABC01\User$\<user name>\" where "ABC01" is the server name.

Philipp
on October 21, 2019
P21

Hi Craig,

It can definitely cause trouble with the installation process. We consider bringing customizable installation paths for all Community folders in the future 3.1.0 update.This should help with your setup.

Until that update comes out, the only workaround I can suggest is using Community CLI.

I think it might have got unpacked by the installer before the error, so CLI jar file might be accessible at

Users\{username}\AppData\Local\Programs\pinnacle21-community\resources\app.asar.unpacked\components\lib

Here is an article describing how to use CLI:

https://www.pinnacle21.com/projects/validator/community-cli

Thanks,

Philipp

Lex
on October 21, 2019

Just an idea. I wonder if you have tried to create a symbol link on your machine, that would map "C:\Users\<user name>" to "\\ABC01\User$\<user name>\".

i have not tested this, but just thought I would throw out the idea. Also, I don’t know if this would introduce other issues.

 

Lex

c Craig
on October 22, 2019

Hi Philipp,

Thanks for the suggestion, however in the very first line it states "To use the CLI, you must have already installed Pinnacle 21 Community" I cannot install the software so this is not an option.

Also, the use of the word "Consider" which sounds like it is something P21 may not include, can you confirm that in next P21 release (3.1.0) that this "customizable installation paths" will be an option?

Thanks
Craig

c Craig
on October 22, 2019

Hi Lex

Thanks for the suggestion, so currently when I enter "C:\Users\user.name\My documents" it re-directs me to "\\ABC01\User$\user.name". I am not 100% clued up on Symbolic links, I worry that if I try to create a symbolic (soft) link at the user level (i.e. from "C:\Users\user.name" to "\\ABC01\User$\user.name") it may have of severe consequences. Any feedback would be greatly appreciated.

Thanks
Craig

c Craig
on October 24, 2019

Hi, any update on this?

Philipp
on October 25, 2019
P21

Hi Craig,

I've confirmed that custom installation paths will be part of next 3.1.0 update.

We can give you a link to download 3.0.2 CLI as a workaround solution. Please contact Community support email, that is community@pinnacle21.com

Thanks,

Philipp

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