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I get "The connection with the server was reset" or "An error occurred in the secure channel support" errors
Posted by Aleksandr Alekseev on 04 October 2019 17:30

Problem:

I get one of the following errors when I visit EurekaLog's web-site, or trying to install EurekaLog:

  • 12031 / ERROR_INTERNET_CONNECTION_RESET ("The connection with the server was reset");
  • 12157 / ERROR_WINHTTP_SECURE_CHANNEL_ERROR ("An error occurred in the secure channel support").

 

Reason:

EurekaLog uses WinInet / WinHTTP to make secure internet connections. Therefore, EurekaLog relies on operating system's support for SSL/TLS. The mentioned errors occur when client and server can not negotiate on common encryption protocol or exact details (ciphers).

 

Solution:

  • Install latest service pack for your operating system;
  • Install latest Internet Explorer for your operating system;
  • Install latest updates for your operating system;
  • Enable latest encryption protocols, disable obsolete protocols:
    • Open Internet Explorer;
    • Go to "Tools" / "Internet Options" menu;
    • Switch to "Advanced" tab;
    • Scroll down to "Security" section;
    • Disable "SSL 2.0", "SSL 3.0", enable "TLS 1.0" or "TLS 1.1", "TLS 1.2", and "TLS 1.3" (depending on which options are available; we recommend to disable "TLS 1.0" when "TLS 1.1", "TLS 1.2", or "TLS 1.3" options are available and enabled);
  • Download license file manually from web-site using another machine

Important Note: EurekaLog uses SHA2 certificate for SSL/TLS connection. Therefore, support for SHA2 must be present in your operating system.

 

See also:
Help Desk Software by Kayako Resolve