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WAVE: Server showing offline in WAVE Sync

  • Updated

Applies to Models: WAVE Sync

Summary:

If your WAVE server loses connectivity to WAVE Sync or fails to merge via WAVE Sync, the absence of any of the following four certificates could be the root cause. This article will help you determine if these certificates are installed and walk you through installing them, if needed.

Explanation of Behavior:

  • WAVE Sync portal does not show the View tab or the Information tab when logged in through WAVE Sync 
  • System shows as offline in WAVE Sync
  • Log lists a missing certificate 
  • Access to WAVE's logs for download is via System Administration > Advanced
  • You can search the log file for the beginning part of the certificate name (IE, Amazon, Starfield, etc.)

The following log shows an example of a certificate issue:

The cause of the issue is shown with the following logs:
2022-09-02 09:38:35.487 794 VERBOSE nx::network::ssl::ConnectingPipeline(0x1d1eb814530): Default certificate verification for server `us-east-1.mediator.vmsproxy.com` is failed: Verify certificate for host `us-east-1.mediator.vmsproxy.com` errors: { The issuer certificate of a locally looked up certificate could not be found }. Chain: { QSslCertificate("3", "03:1a:93:ad:00:2d:00:41:2b:c5:31:a4:8a:b0:e1:f9:d7:f6", "2lv6YbJAzRPaK9pnq0hrLw==", "R3", "us-east-1.mediator.vmsproxy.com", QMap((1, "us-east-1.mediator.vmsproxy.com")), QDateTime(2022-08-16 23:00:41.000 UTC Qt::UTC), QDateTime(2022-11-14 23:00:40.000 UTC Qt::UTC)), QSslCertificate("3", "91:2b:08:4a:cf:0c:18:a7:53:f6:d6:2e:25:a7:5f:5a", "6CnmXXxDB9b7wTwXngN6Ng==", "ISRG Root X1", "R3", QMap(), QDateTime(2020-09-04 00:00:00.000 UTC Qt::UTC), QDateTime(2025-09-15 16:00:00.000 UTC Qt::UTC)), QSslCertificate("3", "40:01:77:21:37:d4:e9:42:b8:ee:76:aa:3c:64:0a:b7", "weH/B/n2iEmCdNGhgFPqvw==", "DST Root CA X3", "ISRG Root X1", QMap(), QDateTime(2021-01-20 19:14:03.000 UTC Qt::UTC), QDateTime(2024-09-30 18:14:03.000 UTC Qt::UTC)) }
2022-09-02 09:38:35.487 794 VERBOSE nx::network::ssl::ConnectingPipeline(0x1d1eb814530): SSL error SSL_ERROR_SSL
2022-09-02 09:38:35.487 794 DEBUG nx::network::ssl::ConnectingPipeline(0x1d1eb814530): SSL fatal error 337047686. error:1416F086:SSL routines:tls_process_server_certificate:certificate verify failed
The certificate is not verified when the mediaserver accesses a mediator link. This may result in issues even if the sync service is working now.
If the issue occurs again, the expired Root CA will need to be removed from the service certmgr.msc on Windows:

This example is the Starfield Certificate:
2023-04-25 13:40:22.271    38c VERBOSE nx::network::ssl::ConnectingPipeline(0x1d258c29e30): Default certificate verification for server `sync.wavevms.com` is failed: Verify certificate for host `sync.wavevms.com` errors: { The issuer certificate of a locally looked up certificate could not be found }. Chain: { QSslCertificate("3", "04:ca:a0:16:42:a2:5e:a2:ec:9c:8d:ca:bd:45:79:36", "CIvke/BWb2FgPylfQfxxLw==", "Amazon RSA 2048 M01", "sync.wavevms.com", QMap((1, "sync.wavevms.com")), QDateTime(2023-03-01 00:00:00.000 UTC Qt::UTC), QDateTime(2024-03-29 23:59:59.000 UTC Qt::UTC)), QSslCertificate("3", "07:73:12:38:0b:9d:66:88:a3:3b:1e:d9:bf:9c:cd:a6:8e:0e:0f", "lDs8wdMR4G9OSsv1jyia0g==", "Amazon Root CA 1", "Amazon RSA 2048 M01", QMap(), QDateTime(2022-08-23 22:21:28.000 UTC Qt::UTC), QDateTime(2030-08-23 22:21:28.000 UTC Qt::UTC)), QSslCertificate("3", "06:7f:94:4a:2a:27:cd:f3:fa:c2:ae:2b:01:f9:08:ee:b9:c4:c6", "6GWiKq5STSaGmvBEjW/Ylg==", "Starfield Services Root Certificate Authority - G2", "Amazon Root CA 1", QMap(), QDateTime(2015-05-25 12:00:00.000 UTC Qt::UTC), QDateTime(2037-12-31 01:00:00.000 UTC Qt::UTC)), QSslCertificate("3", "a7:0e:4a:4c:34:82:b7:7f", "xhUJJc/qWUHdx/8qClBmkg==", "Starfield Technologies, Inc.", "Starfield Services Root Certificate Authority - G2", QMap(), QDateTime(2009-09-02 00:00:00.000 UTC Qt::UTC), QDateTime(2034-06-28 17:39:16.000 UTC Qt::UTC)) }

Resolution:

There are the four certificates used by WAVE:

  • Amazon Root CA1
  • ISRG Root X1
  • Starfield Class 2 Certification Authority
  • Starfield Root Certificate Authority - G2 

The following steps take you through the process of installing missing certificates:

  1. Download and open the file Wave_Certificates.zip, attached to this article.

  2. Double-click the certificate to download.

  3. Click Install Certificate.
    mceclip1.png

  4. Select the Local Machine radio button and click Next.
    mceclip2.png

  5. Click Yes to enable the certificate to install.

  6. Select the Place all Certificates in the following store radio button, then click Browse.


  7. Select Trusted Root Certification Authorities.
    mceclip5.png

  8. Click OK.

  9. Click Next > Finish to complete the import, then click OK.
    mceclip6.png

  10. Click the Windows Start () button.

  11. Type services.msc in the Search field and press Enter.

  12. Open Services.

  13. Right-click Hanwha Media Server and select Restart.

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