[SOLVED] 500 Can't connect to cloud.otrs.com:443 (timeout)

[JeremyB3ntham]

I know there is a similar thread on here about this error, but that is for '(Bad hostname)', this is due to a timeout.

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[Tue Mar 17 21:32:33 2015][Error][Kernel::System::WebUserAgent::Request][244] Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (timeout)
[Tue Mar 17 21:32:33 2015][Notice][Kernel::System::CloudService::Request] PublicCloudService - Can't connect to server - 500 Can't connect to cloud.otrs.com:443 (timeout)

If I run CheckCloudServices.pl i get the following.

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[root@OTRS otrs]# bin/otrs.CheckCloudServices.pl
Sending request with the following options:
  Proxy Address: http://127.0.0.1
  Proxy Port: 3128
  Timeout: 15 second(s)

Response time:
  0 second(s)

Response:
  'Content' => \'{"Results":{"Test":[{"Data":{"Success":1},"Operation":"Test","Success":1}]},"Success":1,"ErrorMessage":""}',
  'Status' => '200 OK'

[root@OTRS otrs]#

I have checked my DNS, and added a rule on our ISA firewall to allow the connection from this machine to the URL, and I can talk out on http, just not https. As if I edit the CloudServices.pm to go out on 'http://cloud.otrs.....' it works fine.

[JeremyB3ntham]

Sorted it. Was an ISA issue. Rule needed to be tweaked.

[pvanos]

I happened to have exactly the same error message occurring after every logon of a user:

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[Error][Kernel::System::WebUserAgent::Request][Line:253]: Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (timeout)
[Notice][Kernel::System::CloudService::Request] PublicCloudService - Can't connect to server - 500 Can't connect to cloud.otrs.com:443 (timeout)

So basis Jeremy's suggestion, I also launched (as user otrs) :

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bin/otrs.CheckCloudServices.pl
Sending request with the following options:
  Timeout: 15 second(s)

DEBUG: .../IO/Socket/SSL.pm:1471: new ctx 35116080
DEBUG: .../IO/Socket/SSL.pm:332: socket not yet connected
DEBUG: .../IO/Socket/SSL.pm:1203: SSL object not openerror:00000000:lib(0):func(0):reason(0)

DEBUG: .../IO/Socket/SSL.pm:1203: IO::Socket::INET configuration failederror:00000000:lib(0):func(0):reason(0)

DEBUG: .../IO/Socket/SSL.pm:1507: free ctx 35116080 open=35116080
DEBUG: .../IO/Socket/SSL.pm:1512: free ctx 35116080 callback
DEBUG: .../IO/Socket/SSL.pm:1515: OK free ctx 35116080
ERROR: OTRS-otrs.CheckCloudServices.pl-10 Perl: 5.10.1 OS: linux Time: Thu Apr 21 09:17:51 2016

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

 Traceback (14871):
   Module: Kernel::System::WebUserAgent::Request Line: 253
   Module: bin/otrs.CheckCloudServices.pl Line: 116

Response time:
  15 second(s)

Response:
  'Status' => '500 Can\'t connect to cloud.otrs.com:443 (timeout)'

This could be a bug in SSL ? cf https://core.trac.wordpress.org/ticket/25716

So, I launched a

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yum - y update

and rebooted the machine...
Problem solved !!