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Validator broken: Loading engines and configurations

r Rhona
 on October 18, 2019

 

As of version 3.0.2 of P21 Community the validator seems to be broken on Windows 10.

Installation goes smoothly but the validator screen continuously displays a spinning circle with a message stating: "Loading engines and configurations".

Reinstalling P21 doesn't help.

Could someone please advise?

Thank you.

Forums: Troubleshooting and Problems

Philipp
on October 18, 2019
P21

Hi Rhona,

It doesn't look like a validator error. This issue might be caused by a restricted Internet connection, preventing Community app from reaching servers with engines and dictionaries. Firewall-related issues are sometimes hard to reproduce on our side.

Please try the following: uninstall the app, remove the folder with configs, CTs and dictionaries (It is C:\Users\{UserName}\Documents\Pinnacle 21 Community\configs), reinstall the app offline. Then please try to start it while being offline.

Let us know please if this will help you get into the Validator screen and run any validations.

Thanks,

Philipp

c Colm
on April 2, 2020

Hi Philipp

I have this same issue see https://www.pinnacle21.com/forum/exception-error-code-999-message-java-process-exited-abnormally and I have tried uninstalling and doing as you suggested and also:

  • Removing all Java versions
  • Reinstalling Java 8
  • Reinstalling P21 

However nothing working, you also can't fully complete installing offline as it requires a connection to log you in. 

Please see my post though as it seems totally broken in my case.

Thanks

Colm

r Rhona
on April 20, 2020

Can I please get a follow up on this?

I had previously rectified the problem by simply uninstalling 3.0.2 and reinstalling 3.0.1

Now I can't stop 3.0.1 from updating itself to 3.0.2, meaning that P21 3.0.2 seems to have a tenuous grasp on it's own servers.

Is there a way to stop P21 from updating itself automatically?

Or can P21 be switched to offline use only?

Thanks,

-Rhona

Philipp
on April 20, 2020
P21

Hi Rhona,

Sorry for that inconvenience! We encourage you to use the latest available version. Could you please try installing the Community 3.0.2 again?

Please download and execute the latest installer.

If the validator screen freezes at configs loading again, please send us the log file. You can send the file to community@pinnacle21.com or just post here errors that are reported there. 

If it still doesn't work with Internet connection, please disconnect from the Internet and run the app in offline mode. Please let us know if that will stop these freezes that you experienced.

Thanks,

Philipp

r Rhona
on April 21, 2020

I downloaded the installer, disconnected from the internet and then reinstalled 3.0.2.

Obviously I needed to reconnect to complete the set-up because it makes me log in with my Pinnacle ID.

When selecting the Validation option the program once again became stuck on "Loading engines and configurations".

The log file says this:

[2020-04-21T07:31:41.399Z] [error] An unknown error occurred
2020-04-21 09:56:14 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/engine/engines.json
2020-04-21 09:56:14 [main] ERROR net.bootstrap.utils.S3Loader - Failed to download file: /keys/cli_key
2020-04-21 09:56:46 [RxIoScheduler-3] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/engine/engines.json
2020-04-21 09:56:46 [main] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-21 09:56:46 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-21 09:57:28 [RxIoScheduler-4] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-21 09:57:28 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
[2020-04-21T08:57:52.245Z] [error] connect ECONNREFUSED 143.204.157.111:443
[2020-04-21T09:01:15.940Z] [error] write EPROTO 230115688:error:100000d7:SSL routines:OPENSSL_internal:SSL_HANDSHAKE_FAILURE:../../third_party/boringssl/src/ssl/ssl_lib.cc:1102:

[2020-04-21T09:01:25.797Z] [error] Error: EBUSY: resource busy or locked, unlink 'C:\Users\tcascone\Documents\Pinnacle 21 Community\configs\config.json'
[2020-04-21T09:01:28.551Z] [error] connect ECONNREFUSED 143.204.157.57:443
[2020-04-21T09:02:00.921Z] [error] { [Error: EBUSY: resource busy or locked, unlink 'C:\Users\tcascone\Documents\Pinnacle 21 Community\configs\config.json']
  errno: -4082,
  code: 'EBUSY',
  syscall: 'unlink',
  path:
   'C:\\Users\\tcascone\\Documents\\Pinnacle 21 Community\\configs\\config.json' }
[2020-04-21T09:02:16.764Z] [error] Error: EBUSY: resource busy or locked, unlink 'C:\Users\tcascone\Documents\Pinnacle 21 Community\configs\config.json'
[2020-04-21T09:02:19.367Z] [error] connect ECONNREFUSED 143.204.157.57:443

 

Please note that as I work from home I really need my internet connection to remain stable.  I cannot keep disconnecting and reconnecting to the internet just to run this one program.

Can P21 itself be set to offline mode?

Thank you,

-Rhona

r Robert
on April 21, 2020

Rhona,

Thank you for following up with the error message from the log file. That’s a big help.

Pinnacle 21 Community does not have an off-line mode. Disconnecting from the network is helpful for troubleshooting, but as you say, it’s not a long-term solution.

We’ve been unable to reproduce this error in our testing so far. It would be helpful to our efforts if you could send us the log generated when you are connected to the internet during installation, then stay connected when you step through the setup. Our hope is that differences between the connected log and disconnected log will help us identify the cause of the issue.

Also, could you let us know if there a firewall working on your machine? If there is, we might need to investigate that as a possible cause.

It’s also worth checking the current date and time on your computer. It’s possible that an incorrect date or time could prevent a successful SSL connection.

Thanks again for all of your help,
Rob

 

 

r Rhona
on April 22, 2020

This is the log file I get when installing while connected to the internet:

2020-04-22 09:59:14 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/engine/engines.json
2020-04-22 09:59:14 [main] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-22 09:59:14 [RxIoScheduler-3] ERROR net.bootstrap.utils.S3Loader - Failed to download file: /keys/cli_key
2020-04-22 09:59:56 [RxIoScheduler-4] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/engine/engines.json
2020-04-22 09:59:56 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-22 10:00:06 [RxIoScheduler-6] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-22 10:00:06 [RxIoScheduler-5] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-22 10:48:58 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/engine/engines.json
2020-04-22 10:48:59 [RxIoScheduler-3] ERROR net.bootstrap.utils.S3Loader - Failed to download file: /keys/cli_key
2020-04-22 10:48:59 [main] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-22 10:49:30 [RxIoScheduler-4] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/engine/engines.json
2020-04-22 10:49:30 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-22 10:50:02 [RxIoScheduler-4] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-22 10:50:02 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
[2020-04-22T09:50:11.869Z] [error] connect ECONNREFUSED 143.204.157.198:443
 

Yes, the CRO I work for is behind a firewall, which I have no control over.  We've been working with our IT department for months and they claim P21 should be able to get through, but success seems to be intermittent. Sometimes it works, sometimes it doesn't.  As I've said, version 3.0.1 seems to be stable in this regard, while 3.0.2 does not. As I'm sitting here typing this, I've noticed the "No Internet Connection" banner appear and disappear from across the top of the app's main window a few times.

Yes my computer displays the correct date and time.

For what it's worth, it seems odd that this software would need to keep in contact with its servers to function.  Once installed, a connection to the internet should not be required for it to be able to validate datasets.  Given that I'm sure I'm not the only one using this software who works for a company with strict firewall rules, would it not be beneficial to implement an offline mode in the software?

Thank you for your time,

-Rhona

 

r Rhona
on April 22, 2020

Further info from the log when P21 3.0.2 wouldn't load engines etc:

2020-04-22 13:32:04 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/engine/engines.json
2020-04-22 13:32:05 [RxIoScheduler-3] ERROR net.bootstrap.utils.S3Loader - Failed to download file: /keys/cli_key
2020-04-22 13:32:05 [main] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-22 13:32:36 [RxIoScheduler-4] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/engine/engines.json
2020-04-22 13:32:36 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2020-04-22 13:32:59 [RxIoScheduler-4] ERROR net.bootstrap.config.ConfigUtils - S3 service error
java.lang.NullPointerException: null
 at net.bootstrap.config.ConfigUtils.toName(ConfigUtils.java:386) ~[p21-client-1.0.2.jar:1.0.2]
 at net.bootstrap.config.ConfigUtils.lambda$22(ConfigUtils.java:374) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.onNext(OnSubscribeMap.java:69) [p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OperatorMerge$MergeSubscriber.emitScalar(OperatorMerge.java:395) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OperatorMerge$MergeSubscriber.tryEmit(OperatorMerge.java:355) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OperatorMerge$InnerSubscriber.onNext(OperatorMerge.java:846) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeFromIterable$IterableProducer.slowPath(OnSubscribeFromIterable.java:117) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeFromIterable$IterableProducer.request(OnSubscribeFromIterable.java:89) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.Subscriber.setProducer(Subscriber.java:211) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeFromIterable.call(OnSubscribeFromIterable.java:63) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeFromIterable.call(OnSubscribeFromIterable.java:34) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.Observable.unsafeSubscribe(Observable.java:10256) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OperatorMerge$MergeSubscriber.onNext(OperatorMerge.java:248) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OperatorMerge$MergeSubscriber.onNext(OperatorMerge.java:148) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.onNext(OnSubscribeMap.java:77) [p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.onNext(OnSubscribeMap.java:77) [p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.onNext(OnSubscribeMap.java:77) [p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.onNext(OnSubscribeMap.java:77) [p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OperatorSubscribeOn$SubscribeOnSubscriber.onNext(OperatorSubscribeOn.java:74) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.producers.SingleProducer.request(SingleProducer.java:65) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OperatorSubscribeOn$SubscribeOnSubscriber$1.request(OperatorSubscribeOn.java:109) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.Subscriber.setProducer(Subscriber.java:211) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.setProducer(OnSubscribeMap.java:102) [p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.setProducer(OnSubscribeMap.java:102) [p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.setProducer(OnSubscribeMap.java:102) [p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.setProducer(OnSubscribeMap.java:102) [p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OperatorSubscribeOn$SubscribeOnSubscriber.setProducer(OperatorSubscribeOn.java:105) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.SingleLiftObservableOperator$WrapSubscriberIntoSingle.onSuccess(SingleLiftObservableOperator.java:76) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.SingleOnSubscribeMap$MapSubscriber.onSuccess(SingleOnSubscribeMap.java:74) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.SingleFromCallable.call(SingleFromCallable.java:48) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.SingleFromCallable.call(SingleFromCallable.java:29) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.Single.subscribe(Single.java:1962) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.SingleOnSubscribeMap.call(SingleOnSubscribeMap.java:45) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.SingleOnSubscribeMap.call(SingleOnSubscribeMap.java:30) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.SingleToObservable.call(SingleToObservable.java:39) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.SingleToObservable.call(SingleToObservable.java:27) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.Observable.unsafeSubscribe(Observable.java:10256) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OperatorSubscribeOn$SubscribeOnSubscriber.call(OperatorSubscribeOn.java:100) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.schedulers.CachedThreadScheduler$EventLoopWorker$1.call(CachedThreadScheduler.java:230) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.schedulers.ScheduledAction.run(ScheduledAction.java:55) ~[p21-client-1.0.2.jar:1.0.2]
 at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511) ~[na:1.8.0_181]
 at java.util.concurrent.FutureTask.run(FutureTask.java:266) ~[na:1.8.0_181]
 at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.access$201(ScheduledThreadPoolExecutor.java:180) ~[na:1.8.0_181]
 at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(ScheduledThreadPoolExecutor.java:293) ~[na:1.8.0_181]
 at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149) ~[na:1.8.0_181]
 at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) ~[na:1.8.0_181]
 at java.lang.Thread.run(Thread.java:748) ~[na:1.8.0_181]
Caused by: rx.exceptions.OnErrorThrowable$OnNextValue: OnError while emitting onNext value: net.bootstrap.api.model.data.ResourcesData$EngineResource.class
 at rx.exceptions.OnErrorThrowable.addValueAsLastCause(OnErrorThrowable.java:118) ~[p21-client-1.0.2.jar:1.0.2]
 at rx.internal.operators.OnSubscribeMap$MapSubscriber.onNext(OnSubscribeMap.java:73) [p21-client-1.0.2.jar:1.0.2]
 ... 44 common frames omitted

r Robert
on April 22, 2020

Rhona,

Thank you again for your help. The latest error logs make it clear that the firewall is preventing Pinnacle 21 Community from working correctly.

We have a few ways forward. The first and simplest solution would be for you to request that the IT team with responsibility for the firewall to allow traffic on TCP protocol port 443 for our app and the java executables that run them:

Main Community 3.0.2 Application file:

  1. C:\Users\%USERPROFILE%\AppData\Local\Programs\pinnacle21-community\Pinnacle 21 Community.exe

Java executable file (for 64-bit systems):

  1. C:\Users\%USERPROFILE%\AppData\Local\Programs\pinnacle21-community\resources\app.asar.unpacked\components\java64\bin\java.exe

Java executable file (for 32-bit systems):

  1. C:\Users\%USERPROFILE%\AppData\Local\Programs\pinnacle21-community\resources\app.asar.unpacked\components\java32\bin\java.exe

If those executables were free to send traffic on port 443, we expect Community would work well for you.

The reason that Community 3.0.1 worked in your situation while 3.0.2 does not is that 3.0.1 used a set of static IP calls to download updates. Those addresses were probably allowed by the firewall.

Community 3.0.2 moved to a Content Delivery Network to ensure high download speeds all over the world. That improvement uses a set of dynamic IP ranges. The Iog messages show that the firewall blocks some of those addresses.

We are working on a solution for users that are behind restrictive firewalls. Once that solution is in place, we send instructions with specific IP addresses for their IT teams to unblock. That change will be a part of our future 3.1.0 update, targeted for Q2.

Internet connection is required to automatically keep your installation up-to-date with the latest versions of CDISC terminology, UNII, NDF-RT, and validation engines. When internet connection is not available or limited, Community will quickly become outdated and may produce validation results that are no longer compatible with regulatory agencies. A manual offline switch mode is not currently in our plans.

Thanks again for all your help,

Rob

r Rhona
on April 23, 2020

Thank you for the information.  It does explain why IT say it's allowed through yet it behaves like it isn't.

I will take this to IT and see what they say.

Thanks again for your help and patience.

-Rhona

c Claus
on February 18, 2021

Having the same problem on win 10

 

-Claus

c Claus
on February 18, 2021

If you are using AVG virus scanner, then try to turn if of it worked for me

 

kr

Claus

j Jose
on March 1, 2021

Pinnacle 21 Community
Version: 3.1.0

macOS Big Sur 11.2.2

When in the "Validator" tab the program just sits there with the message "Loading engines and configuration" 

 

I have turned the firewall off as recommended above. Same result.

 

Thanks.

Philipp
on March 3, 2021
P21

Hello Jose,

If there is a VPN being used in your Internet connection, there could be a firewall blocking our app there too.

Instructions in the Robert's post above are still applicable to Community 3.1.0, file paths for applying firewall exception rules are updated.

Default paths in system-wide installed Community are:

Main Community 3.1.0 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

j James
on April 9, 2021

I've been fighting this issue for the last couple of days.  I work as part of the support team for a group of late phase study users.  One user works on a study that recently 'locked'.  They are not able to use the latest version (v3.1.0) due to the different validation messages that are output.  V3.0.2 was working just fine for them about a week ago, but this week when they open it up and press the 'Validator' button, the screen seems to be stuck at 'loading engines and configurations'.  In the checking the config folder, it looks like the update process starts, but writes to the config.json file never completes.  The messages in the log are:

 

[2021-04-09T17:51:58.980Z] [error] Cannot download differentially, fallback to full download: Error: Cannot download "https://p21-community-releases.s3.amazonaws.com/Pinnacle%2021%20Community%20Setup%203.0.2.exe.blockmap", status 404: Not Found
    at ClientRequest.request.createRequest.response (K:\pinnacle21-community\pinnacle21_3.0.2\resources\app.asar\node_modules\builder-util-runtime\out\httpExecutor.js:277:26)
    at ClientRequest.emit (events.js:182:13)
    at ClientRequest.EventEmitter.emit (domain.js:442:20)
    at URLRequest.ClientRequest.urlRequest.on (K:\pinnacle21-community\pinnacle21_3.0.2\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)
[2021-04-09T17:52:37.713Z] [error] Error: Error: net::ERR_CONNECTION_REFUSED
[2021-04-09T17:52:37.714Z] [error] net::ERR_CONNECTION_REFUSED
[2021-04-09T17:52:37.714Z] [error] net::ERR_CONNECTION_REFUSED
 

I'm interpreting that 'Status 404' means that P21 can't find some file.  Before you start, P21 v3.0.2 is not available for download; resetting the users profile has no effect.  Is there anything else I can check or do?

Thanks

Jim

j Jozef
on April 10, 2021

@Jim: but shouldn't software versions and validation rules versions (including the messages) not be fully independent? I.e. when the software goes into a new version, and using the same validation rules versions, one would not notice any difference in the output.
You can always mail me for discussions. My mail address is easy to find.

Philipp
on April 12, 2021
P21

Hello James,

Validation rules logic will be the same after the upgrade. Validation logic might change between engine versions, but not between Community app versions. 

Therefore we recommend updating to Community 3.1.0. It includes a lot of important features and bug fixes, including WHODD and MED-RT dictionary support.

Earlier versions like 3.0.2 don't give any advantage over the latest.

Thanks,

Philipp

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