Pinnacle21 Community v3.1.x performance issue

Screenshot added

Screenshot added

Hello Ajay, Thank you for…

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

LOG attached

Hi Philipp,

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

Thanks

Ajay

Hello Ajay,Thank you for…

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

Thanks!

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

Hi, I have encountered the…

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

Hi, I have encountered the…

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

Hello Shaffer, Usually…

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

Hi Philipp,   We have…

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