PT8 S/R failing

Question

I have one system with PT8 (v52, W7SP1x32) that cannot S/R, it is also preventing me from reporting the problem. On the same system PT7 S/R works without any problem.
I can ping google.com and browse the internet. Other systems at the same site work fine.
The error is that it cannot connect to server.
“Access to the Paratext Registry has failed due to network or server problem”

I uninstalled the Antivirus, and ran Winsock repair.
I ran ‘sfc /scannow’ it had no errors
I went to registry.paratext.org site and got a new PT8 key for the user.
I uninstalled PT8 and reinstalled.
Problem is still there,.

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Answer 1

Unfortunately, there was no more information in the log file. This usually means it’s just a generic connection error (since we don’t log those types of errors since they are typically unhelpful).

The only other thing I can think of to try is to use your browser and go to https://registry.paratext.org/api8/my/licenses and log in with your Paratext username and registration code (not your password). If you get any data back, then something on the machine is blocking Paratext from connecting, but is not blocking the browser. If you get an error, maybe it will help you determine what is happening.

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Comments

I will try it, but I expect it will work fine. Every internet test has worked flawlessly that I have tried.

I disagree, just because Paratext is the only one affected doesn’t mean it is being blocked. Possible, but it does not automatically follow.

I will ask the partners if there is any chance of swapping out the system.

Thanks

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Answer 2

Tools–>Options, is #4 set to “Allow normal internet access”? If it’s disabled that could be the problem.

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Comments

I’ll try that.

Update:
I turned that feature on for a test project and it clearly says the internet is disabled in S/R window, so I don’t think that is it.

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Answer 3

If the user is still having issues, I would make sure that there isn’t a firewall (e.g. Windows Firewall) blocking the connection. If the user can get to registry.paratext.org in their web browser, then a firewall is the next place I would check.

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Comments

I was able to get to registry.paratext.org without any problem. It will be a couple days before I can get back and verify the Windows firewall.

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Answer 4

PT8 Internet option is correct (not blocked). I removed A/V again and disabled Windows Firewall.

I can reach registry.paratext.org, but S/R still says “Access to the Paratext Registry has failed due to network or server problem”.

However PT8 prompted me to allow it to update when I restarted PT8. So it must be accessing the network.

I removed and reinstalled built-in WIFI adapter, and I installed a secondary USB WiFi. Same failure.

If I open “Check for Updates”, it says the program is up to date. Which implies network access.

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Comments

listentwice:

I can reach registry.paratext.org, but S/R still says “Access to the Paratext Registry has failed due to network or server problem”.

In that case, can you please use Help > Report a problem so we can try figure out what’s going on?

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This issue prevents the Report Problem from working. Is there a way to get a dump/log that I could copy to another system and email/submit?

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Answer 5

Yes, you can hold down Shift and click on Help > Advanced > View Trace Log. You can then save it as another file and e-mail it to us at [Email Removed].

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Answer 6

Trace Log Emailed.

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