No internet connection Error

Pinnacle 21 Support Troubleshooting and Problems
1

Hi Wilma,

Do you still experience any connection issues? If that still happens, it can be an issue with Community being blocked by a firewall in your system.

We are working on a set of instructions for running Community on firewalled environments.

Thanks,

Philipp

2

any news on the instructions?

3

Any update on the instructions to remove the issue??? “No internet connection. Reconnect to get the latest updates, configs, and notifications.”

4

Now after 3.0.1 release in case if you work in a firewalled environment you can whitelist the following address: https://ws.pinnacle21.com/

It is used for internet connection checks.

Please let us know if that helps to remove the issue.

Thanks,

Philipp

5

Hi,

We tried bypassing ws.pinnacle21.com/ but that did not fix the error. We then tried bypassing *.pinnacle21.com (range of pinnacle21.com URLs) and that ended up causing a “General CLI Exception” error while validating the dataset. It had a Generate Bug Report button, but that button did nothing. I tried reinstalling Pinnacle 21 community and not when I click on Validation, I receive a loading screen that says “Loading Engines and Configurations” and does not stop. Also, the Recent Updates section is not empty. Please let me know if there is something I’m missing as I cannot use the validator at all now.

Thanks,

Adam

6

Hi Adam,

Does it work if you disconnect from the Internet? Could you please send us the log file?

Log file can be located using Help - Show Log file or by navigating to C:\Users<UserName>\Documents\Pinnacle 21 Community\logs.

With this information, we will be better able to resolve the issue.

Thanks,

Philipp

7

Hi,

I’m trying to whitelist https://ws.pinnacle21.com/ on our Firewall to resolve internet connection problem in our environment, but that requires specific port number.

Please let me know the port number.

Thanks.

8

Hi Masahiro,

ws.pinnacle21.com is connected using regular HTTPS, so the port number would be 443.

Thanks,

Philipp

9

Is “ws.pinnacle21.com” also used by the CLI?
One of my customers is having a similar problem with the CLI and asked me to look into the source code for this.
I can however not find any mention of “ws.pinnacle21.com” there.
Or does the CLI use another web service to retrieve the necessary information? Which one?

10

Hello,

We’re having the No Internet Connection error as well as the continuous ‘Loading engines and configurations’ on the validator screen. I asked our IT department to white-list the url mentioned above and they said the following:

“When I try and access this URL you provided, I receive the HTTP 403 ERROR Code “Forbidden”. Please contact your client and ensure there is nothing going on with this website, and resubmit with a new URL or one that is verified to now work.”

Any help with this would be greatly appreciated!

Thank you!

11

The error log:

2019-10-18 10:13:21 [RxIoScheduler-2] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/engine/engines.json
2019-10-18 10:13:29 [RxIoScheduler-5] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
2019-10-18 10:13:29 [RxIoScheduler-6] ERROR net.bootstrap.utils.S3Loader - Failed to download file: release/resources.json
[2019-10-18T15:13:39.141Z] [error] connect ECONNREFUSED 54.192.98.230:443

Any idea?

12

the firewall rule cannot accept a url in many cases. We would need to authorize the ip addresses. In checking from various sites around the world we are getting different results for ws.pinnacle21.com because of the hosting provided by AWS. Is there a master list of ips for your application hosting with AWS that can be shared so we can create the proper access rules on the firewall.

Thank you.

John

13

Hi Philipp,

I’m also trying to whitelist https://ws.pinnacle21.com/ on our Firewall and set the port number to 443.

However, pinnacle21 still show “No internet connection Reconnect to get the latest updates, configs, and notifications.”.

How can I use pinnacle21 without connection inernet?

14

We are recently also experiencing the same “no internet connection” issue at our side (Community version 3.1.2).

Our IT department whitelisted the above stated address, but the issue was not resolved.

Any update on this topic?

Thank you, Jeroen

15

Hello Jeroen,

There were no changes on the Community application networking side.

We still 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

16

Not able to connect after download. Is there an issue on your end today?