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Unable to Open DISA after Installing Enable HTTPS for the Siebel Application URL (Doc ID 2545472.1)

Last updated on MARCH 23, 2020

Applies to:

Siebel CRM - Version 16.19 [IP2016] and later
Information in this document applies to any platform.

Symptoms

After enabling HTTPS for the Siebel Web Servers in Production environment, DISA stopped working.
The behavior was only observed on Production where HTTPS was enabled. DISA was working fine on the lower environments which are not using HTTPS.

The certificates were imported in DISA JRE cacerts using keytool command, but as soon as the Siebel User login there is a request to DISA which fails and user get a pop up error message indicating that it was not able to communicate with DISA.
This was working fine prior to enable HTTPS for the Web Server and also enable TLS for the SWSE and Siebel Server communication

In the disa.log the following error can be observed:

ERROR


Steps


1) Open Siebel URL using the new HTTPS URL
2) The Siebel Login Page show up
3) The user enter this credentials
4) The Siebel Application shows up and the DISA plugin (SWACTI) is triggered
5)  After couple of seconds the pop up message show up:
"Cannot communicate with Desktop Integration Siebel Agent!
Please check firewall settings of our machine and make sure it can connect to Siebel server.(SBL-UIJ-52896)"

User also confirmed that Inline Attachment Editing also fails.

If user change to HTTP , setting OM parameter securebrowse=FALSE it works fine.

Cause

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In this Document
Symptoms
Cause
Solution
References


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