Applications Systems

WPM Player Not Responding - Communication Error

Error with WPM player - Communication Error: The underlying connection was closed: An unexpected error occurred on a send. The underlying connection was closed: An unexpected error occurred on a receive.

First published date

8/15/2019 2:36 PM

Last published date

10/2/2019 3:42 PM

Overview

WPM player sometimes will not respond showing "error occurred on a send" or "error occurred on a receive." This is often seen after migrating. Older version of Orion products are not compatible with TLS 1.2 ONLY. Older Orion products use TLS 1.0 and 1.1. An Orion product running on Orion Platform 2017.3 or earlier must utilize TLS 1.0, 1.1, and 1.2.

Here is an error you may see in the SEUM Business Layer log: 
ERROR SolarWinds.SEUM.BusinessLayer.Services.ActiveAgentsListJobResultsProcessor - ActiveAgentsList job b714042e-4864-4ae1-af62-4b138356d469 failed. Error: SolarWinds.JobEngine.WorkerProcess.JobExecutionException: System.Net.WebException: The underlying connection was closed: An unexpected error occurred on a receive. ---> System.ComponentModel.Win32Exception: The client and server cannot communicate, because they do not possess a common algorithm

Product section

Web Performance Monitor

Cause

Older version of Orion products are not compatible with TLS 1.2 ONLY. Older Orion products use TLS 1.0 and 1.1 so this must be enabled for the product to function.

Resolution

Typically, TLS 1.0 and 1.1 are disabled for security reasons. You must upgrade to at least Orion Platform 2018.2 or later. This version of Orion products use TLS 1.2 only. There is no longer a need to have TLS 1.0 and 1.1 enabled.