Error "There Is Something Wrong With The URL Or Wifi Connection, Please Try Again" Thrown While Connecting To Instance Via The iOS Mobile Application

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Error fix for "There Is Something Wrong With The URL Or Wifi Connection, Please Try Again" thrown while connecting to instance via the iOS mobile application.

Issue Description: Occasionally, Users with on-premise installations of an Orchestrator instance will run into an issue while connecting to that instance via the iOS mobile application. When attempting to connect to the instance via the mobile application, an error message in the app is thrown that says “There is something wrong with the URL or Wifi connection, please try again“. However it is possible to successfully connect to the Orchestrator instance via a web browser. Why would a web browser be able to connect to the Orchestrator instance, but not the iOS application?


Resolution:
The Orchestrator iOS application has ATS (App Transport Security) enabled to ensure that secure connections are used between the mobile application and external web services. This is a known best practice used by a large number of iOS applications. A number of connection Requirements For Connecting Using ATS need to be met by every node in the connection process in-order for ATS to allow the connection to succeed. This issue tends to happen more frequently for users when they have some kind of VPN or load balancer sitting in front of their on-premise Orchestrator instance.

Some typical causes that trigger ATS to deny a connection are as follows:

  • One of the SSL certificates used in the connection is utilizing SHA-1 as its signature algorithm. ATS requires SHA-2 to be used.

  • One of the SSL certificates was using TLS 1.1 or lower. ATS requires TLS 1.2 or greater to be used.

  • During the SLL handshake with the server, TLS connection cipher suite that was chosen did not support PFS (perfect forward secrecy).



Perform the below steps:

  1. On a computer, open up the Google Chrome Web Browser

  2. Navigate to the Orchestrator instance by typing it’s URL into the browser, see that the Orchestrator login page appears.

  3. Right click the web page, and click the “Inspect” option.

    1. In the menu that appears, click on the “Security” tab.

    2. Potential issues with the connection will be listed here if Chrome is able to detect them (see Figure A).

Chrome may not be able to detect all of the potential issues with the connection, as ATS has a number of specific requirements that Chrome is not necessarily aware of. If no issues are revealed, an IT professional should review all of the nodes used in the connection process with the Orchestrator instance, and ensure that they all meet the minimum level of Requirements For Connecting Using ATS .

The mobile application team will continue to work on adding more detailed error messaging into the mobile application for these types of issues in the future, so that they may be more easily identified and resolved.

Additionally, if the Orchestrator instance is publicly hosted, enter the Orchestrator instance’s domain into https://www.ssllabs.com/ssltest/ to obtain detailed information on the configuration of the SSL Certificate being used in the https connection, which may help diagnose any potential SSL configuration issues.