Opened 13 months ago

Closed 13 months ago

#16023 closed defect (nonchimerax)

ChimeraX download problem

Reported by: sscobell@… Owned by: Eric Pettersen
Priority: moderate Milestone:
Component: Infrastructure Version:
Keywords: Cc: chimera-programmers, Scooter Morris
Blocked By: Blocking:
Notify when closed: Platform: all
Project: ChimeraX

Description

Hi,

I've been trying to download ChimeraX on my personal computer for the past two weeks and keep getting this error message:
"Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator at root@localhost to inform them of the time this error occurred, and the actions you performed just before this error.

More information about this error may be available in the server error log."

I'm using a Mac and I've tried the MacOS download on both Safari and Chrome with the same issue.

Any advice would be greatly appreciated,

Thank you!

Sophie

Change History (10)

comment:1 by Eric Pettersen, 13 months ago

Hi Sophie,

So the first thing to do is to try the download again, but note the exact time you are trying it so that we can look at our web server logs for that time and see what the web server thinks is happening. It would also help if you provided the IP address for your machine, though that's not 100% necessary if you don't know how to determine your IP address.

--Eric

comment:2 by sscobell@…, 13 months ago 

Hi Eric,

I just tried the download again at 9:27am GMT+8.

My IP address right now is: 10.99.206.231 (i think?)

Thanks for your help,
Sophie


On Thu, Sep 26, 2024 at 9:15 AM ChimeraX <ChimeraX-bugs-admin@cgl.ucsf.edu>
wrote:

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>
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comment:3 by Greg Couch, 13 months ago

Use ​https://whatismyipaddress.com/ to get your IP address. Your public IP address, that we can see, is different than the one you found.

comment:4 by sscobell@…, 13 months ago 

Oh I see! This is my IP address then
140.112.24.97 <https://whatismyipaddress.com/ip/140.112.24.97>

On Thu, Sep 26, 2024 at 10:12 AM ChimeraX <ChimeraX-bugs-admin@cgl.ucsf.edu>
wrote:

>
>

comment:5 by Eric Pettersen, 13 months ago

I am not seeing any contact from that IP address with our servers since Sept. 20th. Perhaps you browser is using cached results? Try this: on the download page use the "Older Releases" link and try getting the 1.7 release. Does that work?

comment:6 by sscobell@…, 13 months ago 

This is so strange. It still doesn't work. How can i check if my browser is
using cached results?

Thanks,
Sophie

On Fri, Sep 27, 2024 at 2:27 AM ChimeraX <ChimeraX-bugs-admin@cgl.ucsf.edu>
wrote:

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>

comment:7 by Eric Pettersen, 13 months ago

In Chrome, go to the "More" menu on the right (the menu with three vertical dots) and in that menu choose "Delete Browsing Data...". In the resulting dialog ensure that "Cached images and files" is checked (you could uncheck the other boxes) and click "Delete data".

I'm not 1000% sure that cached data is the problem, but let's see what happens.

--Eric

comment:8 by sscobell@…, 13 months ago 

Deleting my cache didn't help :( I'm still getting the same Internal Server
error.

On Sat, Sep 28, 2024 at 5:01 AM ChimeraX <ChimeraX-bugs-admin@cgl.ucsf.edu>
wrote:

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>
>
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comment:9 by Eric Pettersen, 13 months ago

Hi Sophie,

Are you using a VPN, HHTP proxy, or a firewall? If so, try turning them off temporarily.

--Eric

comment:10 by Eric Pettersen, 13 months ago

Resolution: → nonchimerax
Status: assigned → closed

Due to database problems, this comment from Sophie did not make it into the ticket:

I finally managed to download ChimeraX! I'm not sure what is wrong with my wifi connection but I was able to download the newest version when I set up a hotspot from my phone.

Thanks for your help, I really appreciate you taking the time to help me with this issue!
Sophie

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