Find the failed step and prepare a support report

Before you begin

• Record the exact operation, time, edition and installed version before retrying.
• Keep the last successful output. Avoid repeated configuration changes until you know which stage failed.
• Review exported diagnostics before sending them; public endpoint and certificate details may still identify your environment.

1. Capture client connection diagnostics

1. On the affected MSP Client, open Configuration → Settings & Credentials → Central MSP Server, or Security & Communications.
2. Click Verify Current Secure Connection and read the first failed stage. The diagnostic sequence distinguishes configuration, DNS, TCP, TLS/health, API authentication, compatibility and effective security.
3. Click Troubleshooting: OFF - Start to capture the diagnostic report. Let it finish; the control returns to OFF and the saved report/folder opens. If you stop it manually, retain the partial report and say it was stopped.
4. If you need to locate the saved report, open %LOCALAPPDATA%\ITAuditFactory\MSP\Troubleshooting in File Explorer. Use the report matching the failure time.
5. Read the failure’s stage and message. Correct that layer first, then rerun live verification. A failed TLS handshake is not evidence that the API key is wrong.

2. Capture server or installer diagnostics

1. On the server, open Database TLS & Recovery and click Export server troubleshooting report. Read where the file was saved.
2. To identify the active data folder, open Server → Open Data Folder. Server reports are stored under its Troubleshooting folder; use the configured Data root rather than assuming every installation has the same path.
3. For a setup failure, use the setup window’s Show technical details and Open Troubleshooting Folder. Retain the stage/error text and matching setup log.
4. When checking network reachability from a client, use Test-NetConnection -ComputerName YOUR_SERVER_HOST -Port YOUR_API_PORT in PowerShell with the actual advertised host and API port. A successful TCP result only shows reachability; still perform application TLS/authentication verification.

3. Send a reproducible support request

1. Write a short subject naming the edition and operation, such as “MSP Client 4.1.8 — TLS verification fails after server upgrade.”
2. Include the client/server versions, Windows environment, selected security profile, exact menu/button, expected result, actual error and steps that reproduce it. Note whether other clients are affected.
3. Attach only the relevant reviewed diagnostic report/log and a cropped screenshot if useful. Remove passwords, API keys, activation keys, private keys and unrelated client evidence.
4. Send the report to Support@ITAuditFactory.com. If a later retry succeeds, state what changed and attach the successful verification result separately.

If something goes wrong