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Error: Failed to receive client hello. Socket error 104 in smps.log


Article ID: 255022


Updated On:





Applications are inaccessible and throwing Error 500.




Web Agent 12.52




Recent network changes over the firewall or network layer might not allow the Web Agent to communicate with the Policy Server properly even though the Policy Server ports from the Web Agent to the Policy Server are listening.

In the Policy Server smps.log you can see handshake errors:

[24341/140024004298496][Wed Nov 16 2022 19:40:02][CServer.cpp:2128][ERROR][sm-Tunnel-00030] Handshake error: Failed to receive client hello. Socket error 104
[24341/140024004298496][Wed Nov 16 2022 19:40:02][CServer.cpp:2293][ERROR][sm-Server-01070] Failed handshake with ::ffff:




Involve the Network team to investigate the network layer communication issue and fix them accordingly.

  1. Perform packet capture from the Web Agent to Policy Server to check the communication failures for Agent reaching Policy Server.
  2. Check the routing table have proper routes from the Web Agent machine using the below command:

    route -n

  3. Identify if there is any network latency between Web Agent and Policy Server.