---
title: "How do I resolve an \"SSL connection could not be established\" error?"
description: "Learn how to troubleshoot and resolve an \"SSL connection could not be established\" error when establishing a connection using a Bocada Cloud data collection agent."
---

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# How do I resolve an "SSL connection could not be established" error?

## Learn how to troubleshoot an error when using the Bocada Cloud Data Collection Agent to collect data from a backup system

When the Bocada Cloud Data Collection Agent reports the error “SSL connection could not be established," this typically indicates a certificate validation or HTTPS connectivity issue within the local environment. 

Please follow the steps below to identify and isolate the problem. 

### **1. Verify Bocada Cloud Certificate Status (External Check)**

Use the SSL verification tool below to confirm the certificate status from the public internet: 

[https://www.sslshopper.com/ssl-checker.html#hostname=backup-api.cloud.bocada.com](https://www.sslshopper.com/ssl-checker.html#hostname=backup-api.cloud.bocada.com) 

Confirm that: 

- The certificate is valid
- The certificate chain is complete
- There are no reported trust issues

If the certificate appears valid in the SSL checker, the issue is likely local to your environment. 

### **2. Test HTTPS Access from the system (VM, server) where the Data Collection Agent is installed**

On the same machine where the Bocada Data Collection Agent is installed, perform the following tests. 

#### **Step A – Test the Bocada Cloud Endpoint**

Open a web browser and navigate to: [https://backup-api.cloud.bocada.com/health/liveness](https://backup-api.cloud.bocada.com/health/liveness )

Confirm that: 

- The page loads successfully
- No certificate warnings or security errors appear
- No message such as 'Your connection is not private' is displayed

#### **Step B – Test General HTTPS Connectivity**

If you receive a certificate warning on the Bocada Cloud URL: 

1. Open a new browser tab
2. Navigate to: [https://www.google.com](https://www.google.com/)
3. Verify whether certificate warnings also appear

### **3. Interpret the Results**

If BOTH URLs load without certificate warnings: 

- The issue may be related to outdated TLS settings
- Disabled modern cipher suites
- Application-level TLS configuration

If the Bocada Cloud URL shows certificate errors: 

- This indicates a certificate trust issue in your local environment

If ALL HTTPS websites show certificate warnings, one of the following may be occuring: 

- Outdated root certificate store
- TLS interception by firewall or proxy
- SSL inspection device
- Incorrect system date/time
- Group Policy restrictions
- Corporate MITM certificate not trusted by the OS

### **4. Known Compatibility Issue – Windows Server 2016**

It is known that Windows Server 2016 may not fully support modern root SSL certificates used by Bocada Cloud. 

Systems running Windows Server 2016 may: 

- Fail TLS 1.2/1.3negotiations
- Lack updated root certificates
- Not support modern cipher suites

Recommended actions: 

- Ensure the server is fully patched
- Confirm TLS 1.2/1.3areenabled
- Update root certificates
- Consider upgrading to a newer supported Windows Server version

### **5. Information to Provide if Issue Persists**

Please create a support ticket in Bocada Cloud and provide the following: 

- Screenshot of the browser error (if any)
- Windows Server version
- Whether SSL inspection is enabled in your environment
- Output of the SSL checker tool
- Agent logs containing the SSL error

If the SSL certificate is valid externally but not trusted internally, the issue resides in the local environment rather than Bocada Cloud. 

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