topic Re: SSL handshake failed in ArcGIS Survey123 Questions

SSL handshake failed

JamieTill1 — Sun, 09 Sep 2018 23:22:01 GMT

We have deployed ArcGIS Enterprise 10.6.1 into a customer site, along with Enterprise there is a separate machine running a Portal Web Adaptor.

However when trying to connect to Survey123 in Enterprise using an Android device users are receiving a "SSL handshake failed (6) error. It appears that it might be some sort of certificate issue. The customer has a valid COMODO issued certificate and there is no issue when connecting via an iOS device. We have checked that the certificates have been imported into the various servers, all appears to be correct. Have also updated to the latest version of the app (3.0.149) Is there anything else to check? Any assistance or ideas appreciated.

Re: SSL handshake failed

JamesTedrick — Mon, 10 Sep 2018 15:07:19 GMT

Hi Jamie,

Do you receive the same error when visiting the Portal's home page in the phone's browser? What network is the Android device using to access the Portal (wifi in the same local network as the Portal web adaptor, cellular, cellular w/ VPN)? Additionally, is the time configured correctly - doing a bit of research, it appears that Android devices will also through this error if the time is not roughly in sync (How to Fix HTTPS SSL/TSL Error on Android Smartphone? )

Re: SSL handshake failed

JamieTill1 — Mon, 10 Sep 2018 19:42:18 GMT

Hi James,

Thanks for the reply. We have tried both on the internal wifi network and also on the 4G cellular network (there is no VPN). Have test and we are able to connect to the Enterprise Portal via a browser on the Android device, timezone is all correct and date / time is all correct. So it appears something to do with connecting via Survey123 to the Portal only. Have tested with Explorer and that is working correctly too.

Cheers

Jamie

Re: SSL handshake failed

StephenQuan1 — Wed, 12 Sep 2018 23:02:18 GMT

Hi Jamie,

I did post a reply, but, I subsequently deleted after rereading this entire thread.

My initial impression was (and still is), there is something wrong with the Comodo CA root and/or the certificate chain. However, such issues should be reproducible when browsing via your Android device's browser, which, you've indicated is okay.

I will do some investigations here.

Stephen

Re: SSL handshake failed

JamieTill1 — Thu, 13 Sep 2018 01:07:37 GMT

Hi Stephen,

I think you might be right, i have tried a different Android device and going through a browser I am getting errors that the certificate is not trusted. I have found some documentation on the Comodo site which i am working through to see if this fixes it.

Will let you know how it goes, really odd as we have been able to connect with some Android devices but not others.

Regards

Jamie

Re: SSL handshake failed

JamesTedrick — Mon, 01 Oct 2018 17:35:46 GMT

To close out this issue, the problem was with the SSL certificate on the web server. Survey123's Android build requires the entire certificate chain (Server (Intermediates) Root certs) to be present. This has been raised for other applications; external documentation can be found at https://ssl.comodo.com/support/untrusted-certificate-error-on-android.php and https://medium.com/@itzfitz/how-to-fix-comodo-certificate-not-trusted-on-android-devices-afa405a35310

Re: SSL handshake failed

JamieTill1 — Mon, 01 Oct 2018 19:51:40 GMT

Thanks for your help with this James and Stephen, this is exactly what the issue was. I followed the above documentation and it resolved the issue, the customer has been using Survey123 for a few weeks now and there are no further issues.

Re: SSL handshake failed

DebendraBiswas1 — Mon, 18 Mar 2024 01:10:44 GMT

Hi @Jamie,

What steps did you follow to fix the issue. I am getting the same error message on survey123 app on android device only.

Re: SSL handshake failed

MarieJenner — Fri, 05 Apr 2024 11:29:45 GMT

For SSL handshake failed error visit here and ask their support team.

Re: SSL handshake failed

AjengYarista — Mon, 29 Dec 2025 13:01:16 GMT

Hi James,

We get "SSL handshake failed (6)" error in Survey123 Connect after upgrading ArcGIS Enterprise 11.3 to 11.5. Survey123 Connect versions tried: v3.17, v3.21 and v3.24. Some notes:

This Portal is not public facing
We have tried to connect with Survey123 Connect and Survey123 mobile app this both at home and office
Connections to other Portals (that are still 11.3) work fine at home and at office
We did not encounter this issue when upgrading from 11.1 to 11.3

What have been done:

1. In Portal:

Validity of certificates checked
Certificate checked and re-imported
TLS setting and cypher suites checked and adjusted
Checked loggings at multiple levels in Portal
Compared to other Portal environments (that are still v11.3) and settings
Compability check: Survey123 Connect v3.20 and above is compatibel met Enterprise 11.x, including 11.5

2. In Survey123 Connect:

Ignore SSL errors checked
Diagnostics check in Survey123 Connect: it says that OS is Windows Server 2016 version 2009. This is weird cause in this article https://support.esri.com/en-us/knowledge-base/deprecation-comprehensive-list-of-deprecated-features-a-000036406 it says that 11.5 doesn't support server2016 while Survey123 Connect uses it. Is this a bug? Is there any workaround that we have not thought of?

Thanks in advance!