Submit a ticketCall us

WebinarUpcoming Webinar: How Help Desk and Remote Support Pays for Itself

Learn how help desk software can simplify ticketing management, allow you to track hardware and software assets, and accelerate the speed of IT support and service delivery. Gain insights on how remote support tools allow your IT team to maximize their efficiency and ticket resolution by expediting desktop troubleshooting, ultimately helping keep end-users happy and productive.

Register here.

Home > Success Center > Web Performance Monitor (WPM) > WPM - Knowledgebase Articles > WPM is unable to access certain websites using the Recorder

WPM is unable to access certain websites using the Recorder

Updated October 24, 2017

Overview

You might encounter odd behavior where some websites you are trying to browse to in the WPM Recorder return an error that the page cannot be displayed.

Potential errors include:

  • Page cannot be displayed
  • Internet Explorer cannot display the webpage
  • This page can't be displayed

 


You can browse to other websites such as google.com without problems.

 

When you try to access the site using a browser on the server, the website is fully accessible and you get no error.

 

Note: When you run Internet Explorer you are not actually reproducing the issue since you would need to reset those passwords and run IE as one of those users.

 

An alternative method other than Internet Explorer to reproduce the issue:

  1. Open a CMD prompt as one of the SEUM-User accounts.
  2. CD to the WPM player path directory (for example, if on another volume such as D:\)
  3. Then first type D:
  4. Press Enter. You should not see D:
  5. Enter:
    CD D:\Program Files (x86)\SolarWinds\Orion\SEUM\Player\
  6. Type and enter the following command:
    SolarWinds.SEUM.Agent.Worker.exe -console "Path to recording"

This will now emulate the transaction.

Environment

  • WPM, all versions

Cause

Some websites require TLS 1.0 > TLS 1.2 enabled on their Internet Explorer settings, which may be enabled for default local WPM accounts such as SEUM-User-1 stored within their local profile.

Resolution


How to Enable TLS 1.0, TLS 1.1, and TLS 1.2 for Internet Explorer in Group Policy

  1. Open Group Policy Management. Click Start > Type GPEDIT.MSC and click Enter.

  2. Select the group policy object to modify, right-click it, and select Edit.

  3. In the Group Policy Management Editor, browse to the following setting:
    Computer Configuration -> Administrative Templates -> Windows Components -> Internet Explorer -> Internet Control Panel -> Advanced Page -> Turn off encryption support

  4. Double-click the Turn off Encryption Support setting to edit the setting.

  5. Click Enabled.

  6. In the Options window, change the Secure Protocol combinations setting to "Use TLS 1.0, TLS 1.1, and TLS 1.2". You may also do SSL if the website you monitor requires it.
    Note It is important to check consecutive versions. Not selecting consecutive versions (e.g. checking TLS 1.0 and 1.2, but not checking 1.1) could result in connection errors.

  7. Click OK.
     Note Administrators should make sure this group policy is applied appropriately by linking the GPO to the appropriate OU in their environment.

  8. Open CMD as administrator and enter GPUPDATE /FORCE.

  9. Restart SolarWinds WPM services in services.msc.

How to undo the changes 

Follow these steps to disable the policy setting.

  1. Open Group Policy Management.
  2. Select the group policy object to modify, right-click it, and select Edit.
  3. In the Group Policy Management Editor, browse to the following setting:
    Computer Configuration -> Administrative Templates -> Windows Components -> Internet Explorer -> Internet Control Panel -> Advanced Page -> Turn off encryption support
  4. Double-click the Turn off Encryption Support setting to edit the setting.
  5. Click Disabled.
  6. Click OK.
  7. Open CMD as administrator and enter GPUPDATE /FORCE.
  8. Restart SolarWinds WPM services in services.msc.
 

 

Last modified

Tags

Classifications

Public