Can't connect to Product News server!

[davidkrotil]

Hello,
for some time I´m getting these errors :

Code: Select all

[Tue Feb 10 15:51:15 2015][Notice][Kernel::System::CloudService::Request] PublicCloudService - Can't connect to server - 500 Can't connect to cloud.otrs.com:443 (certificate verify failed)
[Tue Feb 10 15:51:15 2015][Notice][Kernel::System::Registration::RegistrationUpdateSend] RegistrationUpdate - Can't contact registration server

How can I troubleshoot this problem ? Have looked on cloud.otrs.com and that SSL Certificate looks ok.

David

[davidkrotil]

Have installed OTRS 4 Patch 6 with otrs.CheckCloudServices.pl script, run that and there isn´t much more information about the problem.

Code: Select all

DEBUG: .../IO/Socket/SSL.pm:191: set domain to 2
DEBUG: .../IO/Socket/SSL.pm:1461: new ctx 30174096
DEBUG: .../IO/Socket/SSL.pm:332: socket not yet connected
DEBUG: .../IO/Socket/SSL.pm:334: socket connected
DEBUG: .../IO/Socket/SSL.pm:347: ssl handshake not started
DEBUG: .../IO/Socket/SSL.pm:377: set socket to non-blocking to enforce timeout=15
DEBUG: .../IO/Socket/SSL.pm:390: Net::SSLeay::connect -> -1
DEBUG: .../IO/Socket/SSL.pm:400: ssl handshake in progress
DEBUG: .../IO/Socket/SSL.pm:410: waiting for fd to become ready: SSL wants a read first
DEBUG: .../IO/Socket/SSL.pm:430: socket ready, retrying connect
DEBUG: .../IO/Socket/SSL.pm:1453: ok=0 cert=33482976
DEBUG: .../IO/Socket/SSL.pm:390: Net::SSLeay::connect -> -1
DEBUG: .../IO/Socket/SSL.pm:1196: SSL connect attempt failed with unknown errorerror:14090086:SSL routines:SSL3_GET_SERVER_CERTIFICATE:certificate verify failed

DEBUG: .../IO/Socket/SSL.pm:396: fatal SSL error: SSL connect attempt failed with unknown errorerror:14090086:SSL routines:SSL3_GET_SERVER_CERTIFICATE:certificate verify failed
DEBUG: .../IO/Socket/SSL.pm:1196: IO::Socket::INET6 configuration failederror:00000000:lib(0):func(0):reason(0)

DEBUG: .../IO/Socket/SSL.pm:1497: free ctx 30174096 open=30174096
DEBUG: .../IO/Socket/SSL.pm:1502: free ctx 30174096 callback
DEBUG: .../IO/Socket/SSL.pm:1505: OK free ctx 30174096
ERROR: OTRS-otrs.CheckCloudServices.pl-69 Perl: 5.10.0 OS: linux Time: Thu Feb 26 12:50:17 2015

 Message: Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (certificate verify failed)

[karol1301]

Did somebody solved this? i'm getting same error and don't now what to do with this. but otrs works good without it.

[crythias]

This is rather cosmetic of an issue and can be ignored. Certificate error means your Operating System is not validating the certificate presented by https://cloud.otrs.com. As of this writing, that is RapidSSL, which should indeed be one of the trusted root certificate authorities. However, if your OS is old or not recently refreshed, it could be that the certificate revocation check could not be effectively performed, possibly because of outbound firewall restrictions (OTRS server can't call home anywhere).

You can:
1) Safely ignore this
2) Disable the Product News in SysConfig
3) Fix/troubleshoot DNS/Firewall/Certificate issues on the server.

[mpausch]

I copied the RapidSSL Intermediate Certificate, that's available under
https://knowledge.rapidssl.com/support/ ... id=SO26457

into /opt/otrs/Kernel/cpan-lib/Mozilla/CA/cacert.pem

Code: Select all

$ cat /opt/otrs/Kernel/cpan-lib/Mozilla/CA/cacert.pem
[.....]
RSA SHA-2 (under SHA-1 Root) Intermediate CA
============================================
-----BEGIN CERTIFICATE-----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-----END CERTIFICATE-----

this made the error messages go away and in the overview OTRS4 now shows, that there is an update available.

[davidkrotil]

Thanks, it worked for me too.