The client and server cannot communicate, because they do not possess a common algorithm - Startup or RU install failure
Article ID: 375465
Updated On:
Products
Issue/Introduction
During a disaster recovery drill the SDM Server will not start. In the "Services" window, status hangs with "Starting" and never completes the startup process.
Rebooting the system did not resolve the problem
Scenario may also arise when attempting to install an RU update, with a failure at the CDB install step
Environment
Service Desk Manager 17.x
SQL Server (all applicable releases)
Cause
In the stdlog.x:
08/23 20:24:03.70 <sdmserver> pdm_d_mgr 6932 SIGNIFICANT ntservice.c 311 Command return non-zero exit code. Command: sql_check_db -c. Exit Code: 99
08/23 20:24:03.72 <sdmserver> pdm_d_mgr 6932 SIGNIFICANT mgr_os_if.c 2967 Unable to connect to SQL Server database mdb on server <sqlserver server>
Checking checkdb.0 we find:
08/23 21:03:40.51 <sdmserver> sql_ckeckdb 8652 ERROR sqlclass.c 479 Failed to logon to SQL Server (<sqlserver server) Reason: [Microsoft SQL Server Native Client 10.0] [ SQL Code=-2146893007 SQL State=08001] A network-related or instance-specific error has occurred while establishing a connection to SQL Server. Server is not found or not accessible. Check if instance name is correct and if SQL Server is configured to allow remote connections. For more information see SQL Server Books Online.; [Microsoft SQL Server Native Client 10.0] [ SQL Code=-2146893007 SQL State=08001] SSL Provider: The client and server cannot communicate, because they do not possess a common algorithm. ; [Microsoft SQL Server Native Client 10.0] [ SQL Code=21 SQL State=08001] Client unable to establish connection; [Microsoft SQL Server Native Client 10.0] [ SQL Code=21 SQL State=08001] Encryption not supported on the client.
SDM was having trouble connecting to the SQL Server database.
SQL Server database version is 2016. SQL Server components on the SDM server were at v2008.
TLS had been enabled on the SQL Server host and the SQL Server components on the SDM server were no longer able to communicate.
For a scenario during an RU upgrade, in the install_mdb.log (found under %TEMP%\casm or in C:\Program Files\CA\SC\) one may also see:
02-08,12:36:45 sqlcmd -S "[SQL DB SERVER],1433" -d master -U sa -P *** -e -b -Q "exit(SELECT count(*)+100000 FROM master..sysdatabases WHERE name = 'mdb')"
HResult 0x15, Level 16, State 1
Encryption not supported on the client.
Sqlcmd: Error: Microsoft SQL Server Native Client 10.0 : Client unable to establish connection.
HResult 0x80090331, Level 16, State 1
SSL Provider: The client and server cannot communicate, because they do not possess a common algorithm.
02-08,12:36:46 SQL command error, ERRORLEVEL=1, see logfile for details
Sqlcmd: Error: Microsoft SQL Server Native Client 10.0 : A network-related or instance-specific error has occurred while establishing a connection to SQL Server. Server is not found or not accessible. Check if instance name is correct and if SQL Server is configured to allow remote connections. For more information see SQL Server Books Online..
Resolution
Disabling TLS on the SQL Server host resolved the problem
Additional Information
The given error is indicative of a configuration issue with the SQL Server in which TLS 1.2 was enabled as the only available encryption option on the DB Server. However, the SQL Client component (where SDM is installed) was not updated. This is not an issue with the Service Desk product.
Successful pinging of the DB Server from SDM Server is not a sufficient network test in this scenario. The problem is due to an encryption fault with the DB environment, which a network ping is an insufficient diagnostic.
Examples in which the problem had arisen in other products that interface with SQL Server include IT Management Suite, KB Article 215999. One may review this article for its solution which may be applicable for Service Desk.
We recommended that the version of SQL Server components on the SDM server be at the same version level as the Service Desk database server's version. You may make fresh downloads of the SQL Server components from the links in the SDM documentation: Database Requirements - CA Service Desk Manager (SDM)
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