Getting Issue while uploading and getting signed documents

  • 1
  • Problem
  • Updated 4 months ago
We are using API tokens to upload documents and retriving signed document to our products. From this morning we are getting problem while sending and retrieving documents. Is there any problem with API services. Any response will be highly appreciated.
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes

Posted 5 months ago

  • 1
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
Are you using TLS 1.0? 
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
I am not sure and i need to check with my technical team. But, i know we are using SSL
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
We no longer support TLS 1.0
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
From when?
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
The change was implemented today.
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
But, there was no notification or any information prior. Our service is interupted entire day.
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
Notifications of the change were sent out to account owners.
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
We haven't received any notifications. can you let us know when was it sent out
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
In mid to late February.
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
What actions / steps do we need to take to make this working. Any documentation / help available?
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
update to TLS 1.2
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
We have updated to TSL1.2 but it is not working. Can we have some technical phone support with my technical team to sort out this issue.  Any help will be appreciated
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
The number for support is 1-800-921-4250
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
Yesterday i contacted this support number and I was told that API support is not done through phone support
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
They will support any bugs found in the system.  Your developers are also welcome to add more technical questions on this forum.  
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
Thanks for the note. I will get in touch. I will pass on the information to my technical team
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
We have made the change to now support tls 1.0.  This should resolve the issue that you are having for now. 
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
Thanks for your support. we will check this and udpate you shortly.
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
My apologies, We have reenabled 1.1 not 1.0.  If you could please confirm which your application uses that would be helpful.  
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
Our servers are enabled with TLS 1.0, 1.1 and 1.2. But still it is not working
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
we just reenabled 1.0 can you check again to see if it is working now.
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
It worked!!! Thanks for the support. Is it a permanent fix? 
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
It is not permanent.  Another email will be sent out to customer to highlight the change and when it is going into effect again.
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
Thanks for the information. When can we expect this and what needs to be done on this from our end
Photo of Kelly Leeman

Kelly Leeman, Employee, Software Engineer

  • 63 Posts
  • 5 Reply Likes
We are still working on a timeline.  From your end, you will need to update to tls 1.2 when we drop support for tls 1.0
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
Okay. Thanks.
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
Hi Kelly,

Its me again. Is there any way to revert back TLS 1.0 for RS API. We are still facing some technical issues on enabling TLS 2.0 and that causing some problems in our application. Response would be appreciated.

Thanks,
Kannan Chandrasekaran
Photo of Kannan Chandrasekaran

Kannan Chandrasekaran

  • 17 Posts
  • 0 Reply Likes
Hi,

It worked. We changed the settings from our server and it worked. Thanks.