«The TLS/SSL certificate could not be verified when connecting to the cloud.»
Description:
The warning message indicates that there were difficulties retrieving, installing, exchanging, or validating the TLS/SSL certificate when attempting to connect to the cloud. These difficulties can be attributed to various causes, which are explained below:
Possible Causes:
- Connection difficulties and closed ports:
- Smooth communication and open ports are crucial for a successful connection.
- Additional protection software (Proxy / Protocol filtering):
- Proxies or protocol filters can interfere with cloud communication. Applications may block or modify the SSL/TLS handshake process, leading to certificate verification problems.
- Certificate exchange challenges during automatic updates:
- When automatic updates fail, certificate exchange can be disrupted or incomplete, potentially leading to communication interruption.
Solution:
- Manual Agent Update:
- Update the agent on the affected machine to the latest version.
- Connection Verification Tool:
- Use the «Connection Verification Tool« to check the connection.
- Port and Connection Checklist:
- Based on the results of the «Connection Verification Tool« and using our Port Firewall List, you can identify and adjust closed connections in your firewall.
- Install DigiCert Global Root CA:
- Add the «DigiCert Global Root CA» to the affected machine to resolve connection behavior.
What to do if the instructions didn’t help:
If the error persists, we are available for individual support. Please create a support ticket and include the results of the «Connection Verification Tool». This allows our support team to obtain specific information about your situation and provide targeted assistance.