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

Question

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

pattilca opened this issue 4 years ago · 16 comments

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:

Go to puchem search
Enter any chemical name
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.

Answer 1 · 2021-01-15T19:11:27.000Z

I have transferred the issue because V3.2 has not been released due it still being developed.

Answer 2 · 2021-01-15T19:11:56.000Z

Please can you tell us what version you are using?

Answer 3 · 2021-01-15T19:38:08.000Z

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

Answer 4 · 2021-01-15T19:51:24.000Z

I was using the latest version published on the website I also tried uninstalling and installing previous versions and the pubchem either gives error or does nothing and the Opsin swirls and does nothing. The ChEBI does work but the database is small. [cid:image002.jpg@01D6EB4D.E031D660][cid:image008.jpg@01D6EB4D.E031D660][cid:image009.jpg@01D6EB4D.E031D660] I am currently running an earlier version showing results above but the same happens with the latest version. Just an FYI. I cannot expand the about tab to a readable format: [cid:image010.jpg@01D6EB4D.E031D660] Thanks Pat Atkins From: Mike Williams <notifications@github.com<mailto:notifications@github.com>> Sent: Friday, January 15, 2021 2:12 PM To: Chem4Word/Version3-1 <Version3-1@noreply.github.com> Cc: Patricia Atkins <patkins@spex.com>; Author <author@noreply.github.com> Subject: Re: [Chem4Word/Version3-1] The request was aborted: Could not create SSL/TLS secure channel. (#74) Please can you tell us what version you are using? — You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub<https://github.com/Chem4Word/Version3-1/issues/74#issuecomment-761132866>, or unsubscribe<https://github.com/notifications/unsubscribe-auth/ASPK2PPRR7EFK6AZGQGVIB3S2CHQXANCNFSM4WEPOE2A>.

Answer 5 · 2021-01-15T19:55:25.000Z

I believe the version I have been trying last is one of the previous ones and according to the webpage open I believe is: Chem4Word V3 - Release 23 (V3.0.35)<https://github.com/Chem4Word/Version3/releases/tag/V3.0.35> From: Mike Williams <notifications@github.com> Sent: Friday, January 15, 2021 2:38 PM To: Chem4Word/Version3-1 <Version3-1@noreply.github.com> Cc: Patricia Atkins <patkins@spex.com>; Author <author@noreply.github.com> Subject: Re: [Chem4Word/Version3-1] The request was aborted: Could not create SSL/TLS secure channel. (#74) You can find the version number in the Help -> About in our ribbon Please also paste information from Help -> System Info — You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub<https://github.com/Chem4Word/Version3-1/issues/74#issuecomment-761154975>, or unsubscribe<https://github.com/notifications/unsubscribe-auth/ASPK2POBLIB6HGSCPNFKI3TS2CKS7ANCNFSM4WEPOE2A>.

Answer 6 · 2021-01-15T21:54:54.000Z

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.

Answer 7 · 2021-01-16T10:45:46.000Z

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.

Answer 8 · 2021-01-18T08:49:26.000Z

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

Answer 9 · 2021-01-18T19:12:03.000Z

Hello Mike I downloaded the new version and am still getting an error when searching pubchem. The other two searches work. [cid:image001.jpg@01D6EDA3.E03F5F30] Patricia Atkins From: Mike Williams <notifications@github.com<mailto:notifications@github.com>> Sent: Monday, January 18, 2021 3:50 AM To: Chem4Word/Version3 <Version3@noreply.github.com> Cc: Patricia Atkins <patkins@spex.com>; Author <author@noreply.github.com> Subject: Re: [Chem4Word/Version3] The request was aborted: Could not create SSL/TLS secure channel. (#24) Hi Patricia, Thankyou for taking the time to report the bug, we will get that fixed as soon as possble. 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 — You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub<https://github.com/Chem4Word/Version3/issues/24#issuecomment-762090348>, or unsubscribe<https://github.com/notifications/unsubscribe-auth/ASPK2POKL6ME4FNX3XGYIB3S2PY2NANCNFSM4WEU6KBQ>.

Answer 10 · 2021-01-18T19:38:38.000Z

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?

Answer 11 · 2021-01-18T19:42:01.000Z

All searches fail. I tried simple chemicals just to see if it worked like Heptane, hexane, methanol, acetone all failed. From: Mike Williams <notifications@github.com> Sent: Monday, January 18, 2021 2:39 PM To: Chem4Word/Version3 <Version3@noreply.github.com> Cc: Patricia Atkins <patkins@spex.com>; Author <author@noreply.github.com> Subject: Re: [Chem4Word/Version3] The request was aborted: Could not create SSL/TLS secure channel. (#24) 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? — You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub<https://github.com/Chem4Word/Version3/issues/24#issuecomment-762438077>, or unsubscribe<https://github.com/notifications/unsubscribe-auth/ASPK2PN57BGNW2CJRKNQWVLS2SE43ANCNFSM4WEU6KBQ>.

Answer 12 · 2021-01-18T19:47:45.000Z

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.

Answer 13 · 2021-01-19T14:32:00.000Z

Hi Patricia Atkins @pattilca

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

Help -> About

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

Regards
Mike

Answer 14 · 2021-01-19T21:46:18.000Z

Hello I know that heptane should work fine but no matter what search term I enter I get the error: The request was aborted: The connection was closed unexpectedly. [cid:image001.jpg@01D6EE82.964EE3C0] As for the Help About – here is what I have: [cid:image002.jpg@01D6EE82.964EE3C0] As for the System info: Chem4Word 2020 Release 6 - [3.1.16.7656] Installation Id: 46f7d015-45b8-45a3-b280-1b81c6248d06 Operating System: Microsoft Windows 10 Enterprise 64bit [10.0.17763.0] en-US Word Product: Microsoft Office 365 Professional Plus 32bit [16.0.13530.20376] Internet Explorer Version: 11.0.17763.379 .Net Framework Runtime: .NET 4.8 [528049] Settings Folder: C:\Users\patkins\AppData\Local\Chem4Word.V3 Library Folder: C:\ProgramData\Chem4Word.V3 PlugIns Folder: C:\Program Files (x86)\Chem4Word V3\PlugIns Chem4Word.Editor.ACME.dll - [3.1.16.7656] Chem4Word.Editor.ChemDoodleWeb800.dll - [3.1.16.7656] Chem4Word.Renderer.OoXmlV4.dll - [3.1.16.7656] Chem4Word.Searcher.ChEBIPlugin.dll - [3.1.16.7656] Chem4Word.Searcher.OpsinPlugIn.dll - [3.1.16.7656] Chem4Word.Searcher.PubChemPlugIn.dll - [3.1.16.7656] .Net Assemblies loaded in memory Accessibility, Version=4.0.0.0 Anonymously Hosted DynamicMethods Assembly, Version=0.0.0.0 Chem4Word.ACME, Version=3.1.16.7656 Chem4Word.Core, Version=3.1.16.7656 Chem4Word.Editor.ACME, Version=3.1.16.7656 Chem4Word.Editor.ChemDoodleWeb800, Version=3.1.16.7656 Chem4Word.Model2, Version=3.1.16.7656 Chem4Word.Renderer.OoXmlV4, Version=3.1.16.7656 Chem4Word.Searcher.ChEBIPlugin, Version=3.1.16.7656 Chem4Word.Searcher.OpsinPlugIn, Version=3.1.16.7656 Chem4Word.Searcher.PubChemPlugIn, Version=3.1.16.7656 Chem4Word.Telemetry, Version=3.1.16.7656 Chem4Word.V3, Version=3.1.16.7656 CustomMarshalers, Version=4.0.0.0 IChem4Word.Contracts, Version=3.1.16.7656 Microsoft.CSharp, Version=4.0.0.0 Microsoft.Office.Interop.Word, Version=15.0.0.0 Microsoft.Office.Tools, Version=10.0.0.0 Microsoft.Office.Tools.Common, Version=10.0.0.0 Microsoft.Office.Tools.Common.Implementation, Version=10.0.0.0 Microsoft.Office.Tools.Common.v4.0.Utilities, Version=10.0.0.0 Microsoft.Office.Tools.Word, Version=10.0.0.0 Microsoft.Office.Tools.Word.Implementation, Version=10.0.0.0 Microsoft.ServiceBus, Version=3.0.0.0 Microsoft.VisualStudio.Tools.Applications.Runtime, Version=10.0.0.0 Microsoft.VisualStudio.Tools.Applications.ServerDocument, Version=10.0.0.0 Microsoft.VisualStudio.Tools.Office.Runtime, Version=10.0.0.0 mscorlib, Version=4.0.0.0 Newtonsoft.Json, Version=12.0.0.0 office, Version=15.0.0.0 PresentationCore, Version=4.0.0.0 PresentationFramework, Version=4.0.0.0 PresentationFramework.Aero2, Version=4.0.0.0 SMDiagnostics, Version=4.0.0.0 System, Version=4.0.0.0 System.Configuration, Version=4.0.0.0 System.Core, Version=4.0.0.0 System.Data, Version=4.0.0.0 System.Drawing, Version=4.0.0.0 System.Dynamic, Version=4.0.0.0 System.EnterpriseServices, Version=4.0.0.0 System.IdentityModel, Version=4.0.0.0 System.IdentityModel.Tokens.Jwt, Version=6.7.1.0 System.Management, Version=4.0.0.0 System.Numerics, Version=4.0.0.0 System.Runtime.Caching, Version=4.0.0.0 System.Runtime.Serialization, Version=4.0.0.0 System.ServiceModel, Version=4.0.0.0 System.ServiceModel.Internals, Version=4.0.0.0 System.Transactions, Version=4.0.0.0 System.Web, Version=4.0.0.0 System.Web.Services, Version=4.0.0.0 System.Windows.Forms, Version=4.0.0.0 System.Xaml, Version=4.0.0.0 System.Xml, Version=4.0.0.0 System.Xml.Linq, Version=4.0.0.0 UIAutomationProvider, Version=4.0.0.0 UIAutomationTypes, Version=4.0.0.0 WindowsBase, Version=4.0.0.0 WindowsFormsIntegration, Version=4.0.0.0 From: Mike Williams <notifications@github.com<mailto:notifications@github.com>> Sent: Tuesday, January 19, 2021 9:32 AM To: Chem4Word/Version3 <Version3@noreply.github.com> Cc: Patricia Atkins <patkins@spex.com>; Mention <mention@noreply.github.com> Subject: Re: [Chem4Word/Version3] The request was aborted: Could not create SSL/TLS secure channel. (#24) Hi Patricia Atkins @pattilca<https://github.com/pattilca> I have just performed a search for Heptane on my virtual machine and here are the results [image]<https://user-images.githubusercontent.com/13162784/105047878-cc8cb380-5a62-11eb-99eb-5a3e7be1c73e.png> Help -> About [image]<https://user-images.githubusercontent.com/13162784/105047934-e0d0b080-5a62-11eb-9d2b-35f0f3624312.png> Please can you use Help -> System Info to gather the information we need to be able to diagnose your issue? [image]<https://user-images.githubusercontent.com/13162784/105048081-0eb5f500-5a63-11eb-8fc9-8312be27edb1.png> Regards Mike — You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub<https://github.com/Chem4Word/Version3/issues/24#issuecomment-762877746>, or unsubscribe<https://github.com/notifications/unsubscribe-auth/ASPK2PK76BQZD2JZP72XCI3S2WJXJANCNFSM4WEU6KBQ>.

Answer 15 · 2021-01-22T13:52:38.000Z

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

Answer 16 · 2022-01-28T08:55:11.000Z

Closing as no input from original poster since Jan 2021