TLS 1.0 Depreciation Support Notes

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KayneSchwarz
KayneSchwarz Member, Moderator, ALL USERS, GroupMember, Employee Posts: 5 Master Anaplanner of the Year
in Anaplan Community

Add-ins: The Excel and Powerpoint addins were updated on 2 October to ensure that they connect to Anaplan using TLS 1.1. Most customers have updated to this latest version and should experience no interruption in service. If, for some reason, they have issues following the maintenance:

  1. Check the behavior - if using an older version of the add-in, they may be prompted to login, but the login will fail to complete (no error messages provided by product as of this writing, but behavior confirmed.)
  2. Check the version number - for the Excel add-in, this should be version 2.6.208.0, for the PPT add-in, this should be version 1.4.208.0 (this can be found under Anaplan>About)
  3. At this point in troubleshooting, the user should have been prompted to update the add-in - if not, investigate any messages or details around the attempt to update.
  4. If nothing obvious with troubleshooting (network connection problem, local machine permissions issue, etc.), next step is to have the customer uninstall and reinstall the add-in manually (this is commonly needed for many Office add-ins, not just ours, so a recommendation to uninstall and reinstall should hopefully be met with little resistance.)
  5. If all else fails, continue to triage like any other add-in issue. If this is a blocking issue or if you begin to see a trend with additional tickets, please contact Eric Paulsen right away.

 

Browser: All current browsers default to the strongest security protocol when connecting securely, so we expect no issues here. Call out if you see anything odd and include details about the client machine and browser. If the customer is using an older browser or has somehow forced it to use TLS 1.0, you will receive a message like this:

 

Anaplan Connect: Anaplan Connect relies on Java and will require using Java 8 (this can work with Java 7 with some configuration changes, but is outside the scope of support to implement or support - this is with the customer if they choose). Detail information on testing, script modification, etc. can be found at https://community.anaplan.com/t5/Anaplan-Support-Knowledge-Base/Transport-Layer-Security-version-1-0-to-be-disabled-on-October-7/ta-p/19377/jump-to/first-unread-message .

 

Error message that will be received if using TLS 1.0 will be:

Anaplan API: Communication failure (SSL peer unverified: peer not authenticated)

  1. If the customer tested this prior to 7 October, make sure that their scripts remove the command line switch to point to API2 (remove any part that says -s https://api2.anaplan.com or -service https://api2.anaplan.com.)
  2. Check the version of Java being used - at a command line or terminal session, run "java -version" without quotes - this will return the version of Java installed, assuming a single installation, This should return Java 1.8.x
    1. If it does return 1.8.x , continue troubleshooting (many references to this error in Zendesk)
    2. If it returns an older version, they have two choices:
      1. Upgrade Java to version 8
      2. Perform a second install of Java 8 to another folder and refer to this version of Java in the AC script (see the upgrade to Java 8 instructions, step 3 on the Community page.)
  • UNSUPPORTED: if customer cannot do a new install or upgrade, they can look into forcing TLS 1.1 with Java 7
  1. Like the add-ins, continue to investigate like any other AC issue. If this becomes critical and/or a trend in tickets is seen, please contact Eric Paulsen right away.

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