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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 

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 

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
  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  • The issue may be related to outdated TLS settings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  • Outdated root certificate store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.