Troubleshooting and Problems


When things just don't seem to work

January 30, 2024

Hello! I am on the community version of P21 (v4.0.2) and I do not yet see the newest SEND CT package in the drop down menu. Is there a way to trigger an update for the latest SEND CT version or a place where we can manually download the files necessary for this change?


Thank you!

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December 21, 2023

Dear team,

When I'm validating dataset with P21c, I found this app will create a "original" folder under my WHODD dict. folder as attached snapshot, seems INA.txt & DD.txt were backup and replaced by P21c, the size of these 2 files is not the same with my original one, I'm not sure why P21c would like to modified these 2 files, could you please help clarify and provide any support if we can fix it?


BTW, this issue occurs in both GUI and CLI.


Best regards & Merry Xmas!!!!

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November 27, 2023

I have received the following error recently with Pinnacle Community 4.0.2 :

Error code: 61 message:  Pinnacle 21 Community has expired due to an extended period with no internet connection.  Connect to the internet to continue using your application.

Due to our security rules it is impossible to open the flows necessary to connect to the site. I have tried uninstalling and removing all traces of Pinnacle and then re-installing Pinnacle, but I still receive the same error.

Any help you can provide would be most welcome. Thank you.


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November 24, 2023

Trying to attract Pinnacle21's attention by posting again:

Pinnacle21 version is 4.0.2 (Community), fails to run validation from the command line giving the following message in the log:

CLI.3.17::Pinnacle 21 Community has expired due to an extended period with no internet connection. Connect to the internet to continue using your application.

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November 15, 2023


I Encounter this problem when start my pinnacle21.

specified as the follow:


To ensure proper functionality, the application must be restarted.

We apologize for the inconvenience, and would like to prevent this from happening in the future.

To help us with diagnosing what went wrong, please send us the error by clicking Send Bug Report

Any additional information you could share with us would be great!


Here is the Error log:

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October 31, 2023


According to an earlier post, P21C v3.1.2 used OpenJDK 1.8.0_292.  Which version of Java has been used in the current version of P21C (4.0.2)?  We've been asked for this information as part of an internal inventory of applications requiring Java licenses.


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October 25, 2023

Could someone please provide guidance on resolving the Validator error? When clicking on the Validator tab, it displays 'loading engines and configuration' for an extended period, but no results are shown."."

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October 23, 2023

Even though my ethernet works fine, my P21 Community program shows 'No Internet connection' above. 

Is there anyone who could help me?

I think this causes some define-xml errors...

I really appreciate any help you can provide.


"No internet connection" message on my P21C

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October 17, 2023

Trying to run the program and getting a couple different issues but suspect they are firewall related.  I either try to go to validation and it spins and never completes or I get the Uh Oh error.  Looking into the log I see this error

2023-10-17 14:32:30 [RxIoScheduler-5] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources_v4.json


Is this trying to load from the local device or downloading it.  If downloading, where is it so I can try to ensure we have it opened up.  If it is local, where is it as I cannot find the file.

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August 31, 2023

I received error message, "Invalid TSVAL value for PCLAS", where TSVAL = "Vaccine" and TSVALCD = "N0000193912"

Both "Vaccine" and "Vaccine [APC]" gives an error.

Is there any way to see what the expected TSVAL is for TSVALCD = "N0000193912"?

We are using MED-RT 2023-07-03 and here the line is "Vaccine [APC] N0000193912 MED-RT" (

This was asked before but seemingly in the wrong forum.

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