This troubleshooting guide will provide instructions on how to solve the known issues with accessing Pentana Risk using the exe.
Some steps in this guide may require assistance from your own internal IT team.
- Classic exe fails to launch
- Classic exe launches/begins to install, but the user gets a ‘java.io.FileNotFoundException’
- Classic .exe launches/begins to install, but the user gets a ‘java.lang.ClassNotFoundException'
Classic exe fails to launch.
- The splash screen is displayed, but the application displays a ‘Failed to launch JVM’ or ‘Error invoking method’ error.
This means the application is failing to access the Pentana Risk AWS servers. This could be for a number of reasons:
- Outgoing access is blocked or restricted on your network.
- Incoming access is blocked or restricted on your network.
- Direct port access is blocked or restricted on your network.
To troubleshoot the access issues:
- Check manual access to Pentana Risk resources in AWS. This can be done by attempting to access the splash-screen graphic hosted on AWS here: https://s3.eu-west-2.amazonaws.com/ideagen-uk-public-customer-logos/splash-pentana.png
- Check to see if unauthenticated access is allowed. This will need to be checked using a network trace or by looking in your network logs. Look to see if traffic going to an AWS IP within the ‘eu-west-2’ region is begin dropped.
- Check to see if direct port traffic on port 443 is being dropped. Traffic from this port should be going to an AWS IP within the ‘eu-west-2’ region.
More information in the IP range used in the AWS region can be found here.
- If direct port access is blocked you can create a port forwarding rule to point traffic from port 443 to the correct gateway.
- If the proxy server is preventing access for the app, alter the application to use the system set proxy:
- Open ‘application directory’\Pentana Risk\app\Pentana Performance.cfg in a text editor
- Then, under [JVMOptions] add: -Djava.net.useSystemProxies=true
- Save and try to launch the application again.
- If the proxy server is preventing access for the app, manually configure the proxy settings in the application.
- Open ‘application directory’\Pentana Risk\app\Pentana Performance.cfg in a text editor. Remove any edits made for the previous solution.
- Add in
With your proxy settings replacing the ‘xxxx’
- Save and try to launch the application.
- If traffic to AWS is blocked, create an IP whitelisting rule. This should accommodate any IP addresses within the ‘eu-west-2’ region, be aware that this is likely to change periodically. More information in the IP range used in the AWS region can be found here.
Classic exe launches/begins to install, but the user gets a ‘java.io.FileNotFoundException’.
The user doesn’t have write permission in the installation directory, and as such is not able to update the application files in this directory following a Classic update/release. This can also happen during installation. By default the directories are:
- If the user is a local admin this will be C:\Program Files (x86)\Pentana Risk\app
- If the user is not a local admin this will be C:\Users\user.name\AppData\Local\VirtualStore\Program Files (x86)\Pentana Risk\app
- If the user is accessing the application via Citrix or another virtual machine this will be in the virtual store.
Classic .exe launches/begins to install, but the user gets a ‘java.lang.ClassNotFoundException'
An update to Windows 10 provided to users between the months of August and September appears to temporarily break some users Classic exe. This seems to happen when Windows is installing the update in the background which makes Classic show the following error:
There is likely a registry value which is changed during this background install.
A solution to this issue is to check to see if the option to 'Update and Restart' or 'Update and Shut Down' is available. Once the PC is restarted with this update installed Classic exe works correctly.
If you continue to experience issues please contact the Pentana Risk Support Team.