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The request was aborted: Could not create SSL/TLS secure channel. #75

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pattilca opened this issue Jan 15, 2021 · 16 comments
Closed

The request was aborted: Could not create SSL/TLS secure channel. #75

pattilca opened this issue Jan 15, 2021 · 16 comments
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Can't Reproduce We can't reproduce this bug Help Wanted Extra attention is needed

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@pattilca
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Describe the bug
I am trying to use the pubchem search in the latest version of Chem4word and am getting the following error:
The request was aborted: Could not create SSL/TLS secure channel.
Please advice. Thanks

To Reproduce
Steps to reproduce the behaviour:

  1. Go to puchem search
  2. Enter any chemical name
  3. See error: The request was aborted: Could not create SSL/TLS secure channel.

Expected behavior
I expect the pubchem search to produce a result

CML Data

<?xml version="1.0" encoding="utf-8"?>
<!-- Please paste the cml of your structure here -->

Screenshots
If applicable, add screenshots to help explain your problem.

Desktop (please complete the following information):

  • OS: Windows 10 Pro
  • Word Version Office Pro
  • Please also gather system information from "Help" --> "System Info" in Chem4Word Ribbon

Additional context
Add any other context about the problem here.
@MikeWilliams-UK MikeWilliams-UK transferred this issue from Chem4Word/Version3-2 Jan 15, 2021
@MikeWilliams-UK
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I have transferred the issue because V3.2 has not been released due it still being developed.

@MikeWilliams-UK
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Please can you tell us what version you are using?

@MikeWilliams-UK
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You can find the version number in the Help -> About in our ribbon
Please also paste information from Help -> System Info

@pattilca
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pattilca commented Jan 15, 2021 via email

@pattilca
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pattilca commented Jan 15, 2021 via email

@MikeWilliams-UK MikeWilliams-UK transferred this issue from Chem4Word/Version3-1 Jan 15, 2021
@MikeWilliams-UK
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Thanks for confirming which version you are using.

The images, which I think that you attached while replying to the notification email have been corrupted, please go to GitHub issue and paste them there again.

@MikeWilliams-UK
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Hi Pat Atkins,

Could you please tell us what search term you have been using?

Could you please use the GitHub website to post your screen shot (s) again as it/they seem to have been corrupted.

When you next get our error dialogue, please fill in your ail address. The system will then send us additional information which may enable us to diagnose your issue.

@MikeWilliams-UK
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MikeWilliams-UK commented Jan 18, 2021 •
edited

Hi Patricia,

Thank you for taking the time to report the bug, we will get that fixed as soon as possible.

In the mean time, you can upgrade to Chem4Word Version 2020 in which the issue is fixed.
This is a free upgrade and you will not lose any data.

The installer can be found here https://github.com/Chem4Word/Version3-1/releases/latest.

/Mike

@MikeWilliams-UK MikeWilliams-UK self-assigned this Jan 18, 2021
@pattilca
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pattilca commented Jan 18, 2021 via email

@MikeWilliams-UK
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I tried it out on my Azure virtual machine running Windows 10 pro with office 365 this morning.

When I ran V3 it gave me the same errors as you are seeing.
When I installed V2020 pubchem searches worked fine.

Can you tell me which search terms still fail for your with V2020 please?

@pattilca
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pattilca commented Jan 18, 2021 via email

@MikeWilliams-UK
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Which anti virus program do you use?

Could you try turning it off (especially scanning and firewall) to see if it is interfering with network requests?

Now that you are running Version 2020, can you use Help -> System Info to get some debugging info for us.
The data here is copy paste friendly so should be easy to paste here.

@MikeWilliams-UK
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Hi Patricia Atkins @pattilca

I have just performed a search for Heptane on my virtual machine and here are the results

image

Help -> About
image

Please can you use Help -> System Info to gather the information we need to be able to diagnose your issue?
image

Regards
Mike

@pattilca
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pattilca commented Jan 19, 2021 via email

@MikeWilliams-UK MikeWilliams-UK transferred this issue from Chem4Word/Version3 Jan 19, 2021
@MikeWilliams-UK MikeWilliams-UK added Bug Something isn't working Can't Reproduce We can't reproduce this bug labels Jan 19, 2021
@MikeWilliams-UK MikeWilliams-UK removed their assignment Jan 20, 2021
@MikeWilliams-UK MikeWilliams-UK removed the Bug Something isn't working label Jan 20, 2021
@MikeWilliams-UK
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Hi @pattilca (Patricia)

The error "The request was aborted: The connection was closed unexpectedly." normally points to a firewall type issue.

Thanks for posting the information from the Help -> System Info
I have now been able to locate the telemetry from your installation.

I can see from this that you have two anti-virus/security products which we have not encountered before.

  • CrowdStrike Falcon Sensor
  • Webroot SecureAnywhere

Is it possible for you to turn them both off and perform a PubChem search?
If it succeeds then turn them back on individually and repeat a search.
Hopefully, this will let us know if either of the above is blocking the PubChem traffic.

I note that we have detected that you are running Windows 10 Enterprise, which is not normally seen in consumer PCs/Laptops.
Are you on a corporate or school/university network?
If so it might be prudent to ask your system administrators to see if they help with the above and examine the network traffic to see if / where it is being blocked?

If you wish to attach screenshots DO NOT reply to the email notification(s) which you are receiving as images get lost.
Please visit the GitHub issue page https://github.com/Chem4Word/Version3-1/issues and make a comment on #75 then you will be able to paste your images with your reply and not get them mangled.

/Mike Williams
Lead Developer Chem4Word

@MikeWilliams-UK MikeWilliams-UK added the Help Wanted Extra attention is needed label Jan 22, 2021
@MikeWilliams-UK
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Closing as no input from original poster since Jan 2021

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@MikeWilliams-UK @pattilca