Reported Issue:
All endpoints are not updating, and an error message appears, indicating an "invalid certificate" with error code "1105." However, the systems are communicating properly through the relay server as well as the cloud server.
Please verify that all communication Ports and URLs are whitelisted in the firewall.
Scenario 1: The systems are not updating through the relay server.
Troubleshooting Steps:
- Check the policy to ensure that the update server settings for the relay are correct.
- Verify that the relay server repository is displaying correctly.
- If it's not, update the relay server.
- If all of the above points are correct, try changing the internet connection by switching to a fully accessible network or using a mobile hotspot.
Scenario 2: If the customer has a firewall and the systems are not updating through the cloud server.
Troubleshooting steps:
Check the output of the following commands:
- ping update-cloud.2d585.cdn.bitdefender.net
- telnet update.cloud.2d585.cdn.bitdefender.net 80
- telnet update-cloud.2d585.cdn.bitdefender.net 443
- ping nimbus.bitdefender.net
- telnet nimbus.bitdefender.net 443
Please open the following URLs in the browser on the affected endpoints and check the outcome:
For update:
- Once the page loads, if you receive any response, it means that the update is functioning properly.
- If a firewall page appears, it indicates that the firewall is blocking the update URL.
- If all the above points are correct, try changing the internet connection by switching to a fully accessible network or using a mobile hotspot.
Additional note for reference: Ensure the communication is properly established.
Please open the following URL in the browser on the affected endpoints and check the outcome:
- Once the page loads, check for the following result: "result": false, "err": "Invalid query." If this is the response, it means that communication is working fine.
- If you see a different result, such as a firewall page or any other error message, it indicates there might be a problem with the communication.