Network Management

TLS or SSL Errors when integrating the SolarWinds Platform with ServiceNow

This article briefly describes one possible resolution when you are receiving SSL / TLS Exceptions when trying to integrate the SolarWinds Platform with your ServiceNow Ticketing system.

First published date

8/28/2019 4:03 PM

Last published date

5/27/2025 3:41 PM

Overview

If you are receiving SSL/TLS Exceptions when trying to integrate the SolarWinds Platform with your ServiceNow Ticketing system, make sure the ServiceNow certificate is installed in the Trusted Root Authorities of the local computer.

When checking the OrionWeb.log, you can see the following exception. By default, the OrionWeb.log is located at C:\Programdata\Solarwinds\Logs\Orion\Orionweb.log.

System.Net.WebException: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. ---> System.Security.Authentication.AuthenticationException: The remote certificate is invalid according to the validation procedure.

Product section

Orion Platform

Cause

The SSL Cert used on the ServiceNow Instance is not in the trusted root Cert Authorities on the SolarWinds server. The remote certificate could not be validated by an account. These actions are checked by the Module Engine service which uses the Local System account by default. The Local System account should be able to read and trust the certificate used by your ServiceNow instance.

Resolution

To resolve the issue, make sure that the certificate from your ServiceNow Instance and all its parent certificates are installed in the Trusted Root Authorities for Local Computer.

Install the certificate as trusted in the Local Computer authority to grant all system accounts the permission to verify this certificate.

To resolve this issue, follow the steps on how to install an SSL Certificate in your Local Machine Cert Store as described in the official Microsoft article "Installing a local server certificate"