Remedy - Server - AR System Server service fails to start after disabling TLS 1.0, TLS 1.1 and enabling TLS 1.2

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    Remedy AR System Server all versions.



    PROBLEM:

    After disabling TLS 1.0 / 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 or The OS System Group Policy was not set correctly.


    SOLUTION:

    Check the following:
    1- 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.

    2- Update the Operating System group policy setting in the application server and Database server.
    For this check:
    a) Administration Tools > Local Security Policy

              User-added image

    b) Local Policies > Security Options > ‘System cryptography: Use FIPS compliant algorithms for encryption, hashing, and signing'


              User-added image

     


    Article Number:

    000140312


    Article Type:

    Solutions to a Product Problem



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