# Pinnacle21 Community v3.1.x performance issue **URL:** \ **Category:** Troubleshooting and Problems\ **Created:** [August 27, 2021, 5:58pm UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735 "2021-08-27T17:58:03Z")\ **Posts on this page:** 10\ **Page:** 1
**Author:** ![ajay.gupta](https://avatars.discourse-cdn.com/v4/letter/a/e95f7d/32.png) [@ajay.gupta](https://forum.certara.com/u/ajay.gupta)\ **Post date:** [August 27, 2021, 6:01pm UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/1 "2021-08-27T18:01:51Z")
Screenshot added ![execution-stuck.png](https://us1.discourse-cdn.com/certara/original/1X/9da8f8cde0f94e682e6b232c31e9d9293fc29e45.png) ---
**Author:** ![pstrigunov](https://sea1.discourse-cdn.com/certara/user_avatar/forum.certara.com/pstrigunov/32/255_2.png) [@pstrigunov](https://forum.certara.com/u/pstrigunov)\ **Post date:** [August 30, 2021, 3:50pm UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/2 "2021-08-30T15:50:45Z")
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 ---
**Author:** ![ajay.gupta](https://avatars.discourse-cdn.com/v4/letter/a/e95f7d/32.png) [@ajay.gupta](https://forum.certara.com/u/ajay.gupta)\ **Post date:** [September 2, 2021, 8:33pm UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/3 "2021-09-02T20:33:29Z")
Hi Philipp, Please see attached log file..we had the starting issue twice today. Thanks Ajay [p21community-2021-09-02-1.log](https://forum.certara.com/uploads/short-url/4LHdYteH0SKDSrdVWhZgS2i25Xu.log) (773 Bytes) ---
**Author:** ![pstrigunov](https://sea1.discourse-cdn.com/certara/user_avatar/forum.certara.com/pstrigunov/32/255_2.png) [@pstrigunov](https://forum.certara.com/u/pstrigunov)\ **Post date:** [September 7, 2021, 3:37pm UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/4 "2021-09-07T15:37:04Z")
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](mailto:community@pinnacle21.com)) and we will provide a detailed domain list. Thanks, Philipp ---
**Author:** ![ajay.gupta](https://avatars.discourse-cdn.com/v4/letter/a/e95f7d/32.png) [@ajay.gupta](https://forum.certara.com/u/ajay.gupta)\ **Post date:** [September 13, 2021, 2:16pm UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/5 "2021-09-13T14:16:21Z")
Thanks Philipp. We will give a try and reach out to you if any questions. ---
**Author:** ![shaffer.tang](https://avatars.discourse-cdn.com/v4/letter/s/4491bb/32.png) [@shaffer.tang](https://forum.certara.com/u/shaffer.tang)\ **Post date:** [September 24, 2021, 5:41am UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/6 "2021-09-24T05:41:56Z")
Hi, I have encountered the same issue. Does any one know how to whitelist Community app traffic on TCP 443 port? Thanks. ---
**Author:** ![shaffer.tang](https://avatars.discourse-cdn.com/v4/letter/s/4491bb/32.png) [@shaffer.tang](https://forum.certara.com/u/shaffer.tang)\ **Post date:** [September 24, 2021, 5:55am UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/7 "2021-09-24T05:55:32Z")
Hi, I have encountered the same issue. Do you know how to whitelist Community app traffic on TCP 443 port? Thanks. ---
**Author:** ![pstrigunov](https://sea1.discourse-cdn.com/certara/user_avatar/forum.certara.com/pstrigunov/32/255_2.png) [@pstrigunov](https://forum.certara.com/u/pstrigunov)\ **Post date:** [September 24, 2021, 8:59pm UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/8 "2021-09-24T20:59:03Z")
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 ---
**Author:** ![ajay.gupta](https://avatars.discourse-cdn.com/v4/letter/a/e95f7d/32.png) [@ajay.gupta](https://forum.certara.com/u/ajay.gupta)\ **Post date:** [February 16, 2022, 3:00am UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/9 "2022-02-16T03:00:31Z")
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](http://dthfq9xldm1jq.cloudfront.net)” but appears close in proximity. Can you confirm if “[dthfq9xldm1jq.cloudfront.net](http://dthfq9xldm1jq.cloudfront.net)” is the only URL the application uses? Please see attached screenshot. Thanks Ajay ![pinnacle21networktraffic.png](https://us1.discourse-cdn.com/certara/original/1X/7118ce3838e635c2513a3a02600d256c0c67e820.png) ---
**Author:** ![ajay.gupta](https://avatars.discourse-cdn.com/v4/letter/a/e95f7d/32.png) [@ajay.gupta](https://forum.certara.com/u/ajay.gupta)\ **Post date:** [August 27, 2021, 5:58pm UTC](https://forum.certara.com/t/pinnacle21-community-v3-1-x-performance-issue/1735/10 "2021-08-27T17:58:03Z")
Hi, We are getting some sporadic performance issue with Pinnacle 21 Community v3.1.x. See detail below - We are able to launch the application but as soon as we choose the .xpt and press submit the validation does not start. - This issue gets resolved by itself after multiple re-launch. Is this something related to Firewall or known issue? In case it is a firewall issue, Can you give me a list of IP addresses or websites we need to whitelist on our end? Any support will be great. Thanks Ajay