000037989 - RSA Archer Advanced Workflow started requesting a login and giving the following error: A fatal error has occurred communicating with the server

Document created by RSA Customer Support Employee on Oct 10, 2019
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Article Number000037989
Applies ToRSA Product Set: Archer
RSA Version/Condition: 6.x
Product Name: RSA Archer Advanced Workflow
IssueGetting the below screen when trying to access any Advanced Workflow (AWF) pages in Archer:
Workpoint Architect
A fatal error has occurred communicating with the server


User-added image


The error above occurs when using one of the following URLs to test out AWF on each server:
  • 6.6 and later


https://<servername>:8443/wpservices/rest/auth.svc


  • 6.5 and earlier


https://<servername>:8443/workpoint/rest/auth.svc


You might get a certificate error if you aren't using the correct DNS name for your certificate, but that is OK for this test.

When testing the URL, the following response displays in the browser from one or more of your AWF servers:

This page can’t be displayed
Turn on TLS 1.0, TLS 1.1, and TLS 1.2 in Advanced settings and try connecting to https://localhost:8443 again. 
If this error persists, it is possible that this site uses an unsupported protocol or cipher suite such as RC4 (link for the details), which is not considered secure. 
Please contact your site administrator.
CauseThere is likely a binding issue to the AWF certificate.
ResolutionReinstalling Archer on the affected servers will correct the binding.  The installer performs the following related to the AWF certificate.
  1. Setup ACL permissions.
  2. Binds existing certificate to workpoint service. 
  3. Stores new certificate and binds new certificate to workpoint service.  

Once the installer has been ran, test the URL again. If the following is returned, the configuration is correct.
User-added image


To fully test it, you will need to use the DNS name in the URL that is listed in the Archer Control Panel (ACP). If that returns without any cert errors then AWF should be working.
  • 6.6 and later


[Advanced Workflow URL from ACP]/wpservices/rest/auth.svc


  • 6.5 and earlier


[Advanced Workflow URL from ACP]/workpoint/rest/auth.svc





 

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