'Unable to successfully retrieve valid data from secure connection to server' error when starting client

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Unable to successfully retrieve valid data from secure connection to server

This happens if the PaperCut client is attempting to establish a secure connection to the PaperCut server but can’t. This has been seen to happen for at least two reasons:

Port 9192 is blocked between the client and the server

As detailed on the PaperCut Firewall Ports page, you’ll need to make sure that port 9192 (and 9191) is open between the client and the server.

Test the web interface by browsing to https://servername:9192/user (replace ‘servername’ with your actual server name, or IP address of your App Server). You may see a certificate error, but that is normal. However, if this page doesn’t load at all then please check the firewall rules on the client, server, and network, to ensure that traffic can pass through on port 9192.

PaperCut has been configured to allow traffic on port 443 but there is no trusted certificate

In one very rare case, this has been seen to happen when enabling ports 80 and 443 on the PaperCut App Server. The server.properties file has been updated to allow traffic on port 443, but a valid certificate hasn’t been installed on the server.

In that case, the following steps resolved this issue:

  1. Edit the server.properties file on the PaperCut NG server: [app-path]\server\server.properties
  2. Change the server.enable-https-on-port-443 line to: server.enable-https-on-port-443=N
  3. Restart the PaperCut NG Application Server service
  4. You may also need to stop and start the User Client on one of the workstations for it to pick up the change.

Please let us know if you come across this second case - we’d love to know more!


Still have questions?

Let us know! We love chatting about what’s going on under the hood. Feel free to leave a comment below or visit our Support Portal for further assistance.


keywords: client startup, client error


Categories:Troubleshooting, User Client Tool

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Article last modified on March 26, 2019, at 05:21 AM
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