Remedy - Server - AR System Server service fails to start after enabling TLS 1.2

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    Remedy AR System Server 8.1.02



    PROBLEM:

    After disabling TLS 1.0 and TLS 1.1 and enabling TLS 1.2 on the Remedy server (via Windows Registry changes) and on the MS-SQL database server the following error when attempting to start the Remedy AR System Service is observed:
    ......................
    Please ensure the SQL database is running or contact the Database Administrator for help. (ARERR 550)
    [Date-Time-Stamp]  [DBNETLIB][ConnectionOpen (SECCreateCredentials()).]SSL Security error. (SQL Server 18)
    [Date-Time-Stamp]  390600 : Unable to connect to the SQL database. (ARERR 551)
    [Date-Time-Stamp]  Stop server
    [Date-Time-Stamp] : AR System server terminated - fatal error occurred in ARSERVER (ARNOTE 21)
    ......................


    CAUSE:

    The Microsoft .NET Framework installed on the AR System server was not at a version that supports TLS 1.2


    SOLUTION:

    Check that the Microsoft .NET framework library installed on the AR System Server is at the latest version (for whatever version of Windows being used) in order for TLS 1.2 to function.
    The .NET framework includes the SQL Server client libraries.  And these client libraries need to be at a version that supports TLS 1.2.


     


    Article Number:

    000140312


    Article Type:

    Solutions to a Product Problem



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