Summary:

It has been noted that the Wave 5.0 upgrade has experienced service interruptions due to a possible bad interaction with an expired root certificate in Windows.

Explanation of Behaviour:

• Wave Sync portal does not show the View tab or the Information tab when logged in through Wave Sync
• Log Example seen in Figure 1 will show the certificate issue

The cause of the issue is shown with the following logs:
2022-09-02 09:38:35.487 794 VERBOSE nx::network::ssl::ConnectingPipeline(0x1d1eb814530): Default certificate verification for server `us-east-1.mediator.vmsproxy.com` is failed: Verify certificate for host `us-east-1.mediator.vmsproxy.com` errors: { The issuer certificate of a locally looked up certificate could not be found }. Chain: { QSslCertificate("3", "03:1a:93:ad:00:2d:00:41:2b:c5:31:a4:8a:b0:e1:f9:d7:f6", "2lv6YbJAzRPaK9pnq0hrLw==", "R3", "us-east-1.mediator.vmsproxy.com", QMap((1, "us-east-1.mediator.vmsproxy.com")), QDateTime(2022-08-16 23:00:41.000 UTC Qt::UTC), QDateTime(2022-11-14 23:00:40.000 UTC Qt::UTC)), QSslCertificate("3", "91:2b:08:4a:cf:0c:18:a7:53:f6:d6:2e:25:a7:5f:5a", "6CnmXXxDB9b7wTwXngN6Ng==", "ISRG Root X1", "R3", QMap(), QDateTime(2020-09-04 00:00:00.000 UTC Qt::UTC), QDateTime(2025-09-15 16:00:00.000 UTC Qt::UTC)), QSslCertificate("3", "40:01:77:21:37:d4:e9:42:b8:ee:76:aa:3c:64:0a:b7", "weH/B/n2iEmCdNGhgFPqvw==", "DST Root CA X3", "ISRG Root X1", QMap(), QDateTime(2021-01-20 19:14:03.000 UTC Qt::UTC), QDateTime(2024-09-30 18:14:03.000 UTC Qt::UTC)) }
2022-09-02 09:38:35.487 794 VERBOSE nx::network::ssl::ConnectingPipeline(0x1d1eb814530): SSL error SSL_ERROR_SSL
2022-09-02 09:38:35.487 794 DEBUG nx::network::ssl::ConnectingPipeline(0x1d1eb814530): SSL fatal error 337047686. error:1416F086:SSL routines:tls_process_server_certificate:certificate verify failed
The certificate is not verified when the mediaserver accesses a mediator link. This may result in issues even if the sync service is working now.
If the issue occurs again, the expired Root CA will need to be removed from the service certmgr.msc on Windows:

Figure 1

Resolution:

• The current fix for this issue of Wave Sync not showing all tabs is to remove the expired certificate and reboot the server service. 

Step By Step for Removing Expired Certificate:

1.Press and hold the CTRL key, then click the R key

2.Type certmgr.msc 

3.Press Enter

4.Navigate to Trusted Root Certificate Authorities(Figure 1)

5.Select the DST Root CA X3 (Expired 9/30/2021)(Figure 1)

6.Delete DST Root CA X3 (Expired 9/30/2021)(Figure 1)

Figure 1

7.Press and hold the CTRL key, then click the R key

8.Type services.msc 

9.Find the Hanwha Media Server

10.Right-clickon the Hanwha Media Server service

11.Click Restart

NOTE: If after removing the expired certificate your server does not recover
Install the new certificate below

Step By Step for Installing a New Certificate:

1.Download the latest certificate: isrgrootx1.der

2. Double-click on the downloaded certificate

3.Click Install Certificate(Figure 1)

Figure 1

4.Select Local Machine(Figure 2)

5.Click Next(Figure 2)

Figure 2

6.Windows will prompt you to allow the program to install

7.Click yes to allow the certificate to  install

8.Select Place all Certificates in the following store(Figure 4)

9.Click Browse (Figure 3)

Figure 3

10.Select Trusted Root Certification Authorities(Figure 4)

Figure 4

11.ClickNext

12.ClickFinishto complete the import

13.ClickOK(Figure 5)

Figure 5

14.Click Start in Windows

15.Type services.msc

16.Press Enter

17.Find Hanwha Media Server in Services

18.Right-clickon Hanwha Media Server

19.Select restart