Why is Wave Sync reporting Server Unreachable?

Applies to Models: Wave

Summary:

In some instances, the Windows platform may have fewer built-in Trusted RootCA certificates installed, particularly on a version with strict security control, such as Windows Server 2019. 

Explanation of behavior:

• The lack of required certificates may result in an incomplete trust chain, so the SSL validation process may fail when communicating with the Wave Sync service
• The server will appear as offline or server unreachable in the Wave Sync Portal

Resolution:

• To verify if you have the necessary certificates, click on the Windows Start button
• Type certmgr.msc
• Click on Trusted Root Certificate Authorities
• Click on Certificates
• Verify that the Starfield Root Certificate Authority - G2 and Starfield Class 2 Certification Authority are present. If they are missing, follow the steps below (Figure 1)

Figure 1

• Download the CRT files attached to this article
• Double-click on one of the CRT files

Note: You will have to repeat these steps for the second certificate

• Click Install Certificate

Figure 2

• Select Local Machine

Figure 3

• Choose Place all certificates in the following store
• Select Trusted Root Certification Authorities
• Select OK

Figure 4

• Click the Windows Start button
• Type Services.msc
• Find the Hanwha-Mediaserver service
• Highlight the service
• Right-Click on the service
• Select Restart

※ Attachment

  1. sf-class2-root.crt

  2. sfroot-g2.crt