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Error with existing app - "There was an error during communication with the service"

We have an existing MT plugin compatible with Studio 2015 and 2017. It was previously working ok, but when validating the user key now (first step in setup) we get the message:

"There was an error during communication with the service. They underlying connection was closed: unexpected error on send."

This is a pretty generic 'we couldn't hit your API' network message but, before we starting digging, can anyone offer a suggestion as to what might have happened to cause this, without any changes on our side?

For 2017, it was an existing install that previously worked. For 2015, it was a fresh install. Both with same behaviour.

Thanks!
John

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0 Florentina Caputa over 4 years ago

Hello John Tinsley,

Did you migrated the app to Studio 2019 and have this problem, or the problem is within Studio 2017/Studio 2015?

What method are you using to connect with the service? If you are using RestSharp, can you try using the HttpClient? We had some problems in the past when we used RestSharp to connect to the rest APIs, and in our case, the issue was fixed when we've used HttpClient instead of RestSharp.

Kind regards,

Florentina
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0 John Tinsley over 4 years ago in reply to Florentina Caputa

We finally identified the source of this error and resolved it.

We deprecated support for TLS 1.0 on our server side but the app still tried to use it and we got this error.

By adding the below, we were able to force usage of the correct protocol version.

System.Net.ServicePointManager.SecurityProtocol = System.Net.SecurityProtocolType.Tls12;
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