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Home > Success Center > Network Performance Monitor (NPM) > NPM - Knowledgebase Articles > Unable to start Module Engine due to Information Service not working (TLS 1.0 issue)

Unable to start Module Engine due to Information Service not working (TLS 1.0 issue)

Created by Mariusz Handke, last modified by An Kian Wong on Oct 31, 2018

Views: 2,670 Votes: 3 Revisions: 12


This article provides information and steps to resolve the following error seen in the BusinessLayerHost.log (Module Engine log file):


2016-04-05 11:07:55,532 [7] ERROR SolarWinds.Orion.Core.Common.ServiceHelper - Connection to SolarWinds Information Service v2.0 did not succeeded after 61 retries. Please start SolarWinds Information Service
2016-04-05 11:07:55,548 [7] WARN  SolarWinds.Orion.Core.Common.ServiceHelper - Waiting for SWIS v2.0 start. Attempt 62, exception message: "The socket connection was aborted. This could be caused by an error processing your message or a receive timeout being exceeded by the remote host, or an underlying network resource issue. Local socket timeout was '00:10:00'."
2016-04-05 11:07:55,548 [7] ERROR SolarWinds.Orion.Core.Common.ServiceHelper - Maximal waiting time for SWIS v2.0 was exceeded. Rethrowing the original exception.

Also following error can be seen in Windows Events logs ():


A fatal error occurred while creating an SSL server credential. The internal error state is 10013.


  • Orion Platform 2017.3, NPM 12.2 and earlier (Core 2018.2, NPM 12.3 above supports TLS 1.2 only)
  • Windows Server 2012 R2 (possibly other versions as well)


The issue is caused when TLS 1.0 disabled on the server. Orion Platform requires this protocol to be enabled.


  1. Login to the server as an administrator.
  2. Open Windows Registry Editor.
  3. Navigate to the following key:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols\TLS 1.0\
  4. Check if Enabled key exists and is set to 1,
    Note:  If the key is set to 0, it means protocol is disabled.
    To change it:
    a. Double click on the key.
    b. Set value to 1 and click OK.
    Alternatively you can simply remove whole TLS 1.0 key from Windows Registry.
  5. Restart Orion services.




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