Error "SSL_HANDSHAKE_FAILURE" and duplicate devices in NetOps Portal

Products

• Network Observability
• CA Performance Management

Issue/Introduction

Duplicate devices appear in the NetOps Portal inventory due to synchronization failures between the Data Aggregator and Performance Center․ Users encounter SSL handshake errors in the logs, indicating a certificate trust issue where the Data Aggregator does not trust the Performance Center certificate․​​​​​​​‍​

ERROR MESSAGE: "enum.datasourceerror.DS_COMM_SSL_HANDSHAKE_FAILURE"

"Aborting sync phase for DataSource Data aggregator because an exception occurred"

SYMPTOMS:

• Duplicate device entries visible in the Portal

• Data Source synchronization fails

• SSL handshake exceptions in DMService logs

CONTEXT: This occurs when the SSL certificates are not correctly exchanged between components, specifically when the PC certificate is missing from the DA trust store․

IMPACT: Device inventory becomes cluttered with duplicates, and data synchronization stops, affecting monitoring accuracy․

Environment

• Product: DX NetOps Classic (Performance Management)

• Component: Data Aggregator (DA), Performance Center (PC)

• Version: 24.3.11

Cause

The secure communication (SSL) between the Performance Center and Data Aggregator failed because the mutual certificate trust was incomplete․ The DA did not have the PC certificate in its trust store

Resolution

PREREQUISITES:

• Administrative access to Data Aggregator and Performance Center

• Certificate management tools (e.g., keytool)

STEPS:

1. IMPORT CERTIFICATE

   Identify that the Data Aggregator certificate exists in Performance Center, but the Performance Center certificate is missing from the Data Aggregator․

   Import the Performance Center certificate into the Data Aggregator trust store․

   EXPECTED: Certificate is successfully added to the keystore․

2. RESTART DATA AGGREGATOR

   Restart the Data Aggregator service to apply the certificate changes․

   EXPECTED: Service restarts without errors․

3. PERFORM FULL SYNC

   Initiate a full synchronization of the Data Source to consolidate the device list․

   EXPECTED: Synchronization completes successfully․

VERIFY SUCCESS:

• Check DMService logs to confirm no further SSL handshake errors

• Verify duplicate devices are removed or consolidated in the Portal