Troubleshooting SSL Handshake Error

Troubleshooting SSL Handshake Error

An SSL Handshake error typically occurs when a secure connection cannot be established due to issues like incompatible SSL protocol versions, ciphers, or missing client-side certificates. 

Verify URL Accessibility

Ensure that the URL you’re monitoring is accessible from the server where Applications Manager is installed:
  1. Test in a browser: Open the URL in a private/incognito window to confirm it’s accessible over HTTPS.
  2. Use cURL or Wget: You can also use tools like cURL or Wget to test the URL's availability from the server.

Adjust SSL Protocol Version

If the issue persists, the SSL protocol version might be incompatible. To fix this:
  1. Go to the Edit Monitor page.
  2. Set the Protocol Version to Auto.
  3. Poll the monitor a few times to allow Applications Manager to automatically select the most appropriate protocol and resolve any version mismatch.

Enable more ciphers

If you’re facing issues with incompatible ciphers, enabling weaker ciphers and algorithms may help:
  1. Navigate to Settings > Global Settings.
  2. Check the option "Enable weaker ciphers and algorithms".
  3. Click Save to apply the changes.
  4. Restart Applications Manager and poll the monitor 1-2 times to check if the issue is resolved.

Check client-side certificate

If the URL uses client-side authentication (AKA 2 way authentication) then, ensure that the client certificate applied has not expired and the password added in the monitor is correct.
  1. You can check if the client certificate is present by navigating to  [Applications Manager Home] > working > Cert > URL.
  2. Here, check for the presence of the client certificate file. If the file is not present then, try updating the monitor with the certificate file. 

Check proxy settings

  1. Proxy Server Configuration: If your environment requires the use of a proxy server to access the URL, configure the proxy in Applications Manager. Click here to learn how to configure the proxy.
  2. Bypass Proxy for the URL : If you have configured a proxy in Applications Manager but want to bypass it for the server host/IP, add the host/IP under the "Do not use proxy for addresses beginning with" section in the "Configure Proxy" page: Navigate to Settings > Product Settings > Proxy Server Settings.
Still facing issues?
If the problem persists, contact our support team along with the following details:
  1. A screenshot of the "Add Monitor" page. 
  2. The URL debug tool response for the URL monitor.
  3. Reproduce the issue and share the latest Support Information File (SIF) from Applications Manager, with the "Print all logs" option enabled. To do this, go to Settings > Logging, and choose "Print all logs".

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