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I can't connect to Wayk Den servers

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Hi,

few days ago I did try support one of my customer and I can't use wayknow... again upset

I also attached logs.


C:\>tracert -d den.wayk.net

Tracing route to waykden.trafficmanager.net [52.168.10.99] over a maximum of 30 hops:

1 2 ms 2 ms <1 ms 192.168.0.1
2 2 ms 1 ms 1 ms 83.0.25.209
3 18 ms 33 ms 19 ms 83.1.4.49
4 18 ms 17 ms 17 ms 80.50.156.229
5 21 ms 22 ms 23 ms 195.205.0.22
6 22 ms 23 ms 21 ms 80.50.63.10
7 33 ms 33 ms 37 ms 104.44.227.225
8 43 ms 41 ms 42 ms 104.44.227.227
9 134 ms 133 ms 134 ms 104.44.9.250
10 132 ms 133 ms 132 ms 104.44.16.51
11 133 ms 133 ms 132 ms 104.44.17.79
12 133 ms 133 ms 131 ms 104.44.18.154
13 132 ms 131 ms 132 ms 104.44.7.105
14 134 ms 131 ms 134 ms 104.44.16.16
15 132 ms 131 ms 132 ms 104.44.21.216
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * ^C

WaykNow.log
Clock5 mths


Hello

I'm sorry that you've experienced further issues with Wayk Now network connectivity.

Is the issue ongoing, or was it transient (and unfortunately at the exact time you wanted to connect to your client)?

If the issue was transient, we will raise that with the team that manages Wayk Den infrastructure for a diagnosis and remediation.

If the issue is ongoing, or often / persistent, we should be able to do some further troubleshooting to determine the cause of that. Unfortunately a `traceroute` alone is not very helpful, since any router or firewall along the route might drop the packets.

We would like to get to the bottom of that, so your help is appreciated.

Thank you, and sorry again for the inconvenience

Richard Markievicz

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Clock5 mths

Hey,

just tell me what you need and I'll do it next time.

I did debug log from wayknow from customer side.. what do you need more?

--
KriS

Clock5 mths


Hello KriS

I took a more detailed look at the log you provided us (which is very helpful, thank you). I can see that the reason the Den connection is failing, is due to being unable to validate a TLS certificate.

We made our certificate validation more strict in version 3.2 - do you know if versions prior to 3.2 were connecting ok at this particular customer site?

Do you know if your customer is using any kind of proxy or firewall that performs TLS interception or inspection? Or maybe something along the lines of Fiddler?

What I suppose is happening is that something is proxying the connection, and Wayk Now is failing to validate the proxy's internal TLS certificate (perhaps we are not correctly reading if from the system trust store, or it's stored in a way we didn't expect).

Any information you could provide would certainly be enlightening. Otherwise, I will continue trying to reproduce those circumstances in our lab. In the meantime, if you are able to try the 3.1.1 release, it is still available for download:

https://cdn.devolutions.net/download/Wayk/3.1.1.0/wayknow.exe
https://cdn.devolutions.net/download/Wayk/3.1.1.0/WaykNow-x86-3.1.1.0.msi
https://cdn.devolutions.net/download/Wayk/3.1.1.0/WaykNow-x64-3.1.1.0.msi

We appreciate your help troubleshooting the issue, and I want to assure you we are working hard on stability and reliability over all the different network types and configurations we need to support.

Thanks again,

Richard Markievicz

signaturesignature

Clock5 mths

Hey,

I don't have access to customer computer now.. I call to him, and when he back from journey bring me computer for one day.

Clock5 mths

Hi

Thanks for the update.

We strongly suspect that is the problem, and we're working on a fix to improve that. Once you manage to look at the machine again, let me know so we can confirm!

Thanks again,

Richard Markievicz

signaturesignature

Clock5 mths


Hello

We suspect this issue was caused by a proxy server using a custom root TLS certificate. Wayk Now 3.3.0 is now available, and should load custom root certificates from the system certificate store. If you continue to experience issues with the latest version, please let us know.

Thanks and kind regards,

Richard Markievicz

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Clock4 mths