TLS protocol compatibility

TABLE OF CONTENTS

• Browser compatibility
  • Verify browser compatibility
  • What happens if you don't update your browser?
• API compatibility
• Discovery Probe and Windows Agent compatibility
  • Affected operating systems
  • Required versions
  • Update the Discovery tools
• Domain allowlisting
  • What happens if you don't update the Discovery tools?

Freshservice supports TLS 1.2 and TLS 1.3. This article describes browser and API client compatibility, Discovery Probe and Windows Agent updates, and domain allowlisting requirements.

Browser compatibility

Freshservice supports the latest two versions of the following browsers:

• Google Chrome

• Mozilla Firefox

• Apple Safari

• Microsoft Edge

Verify browser compatibility

To verify browser compatibility, follow these steps:

1. Go to https://tlstest.freshservice.com/.

2. If the page displays the success message shown in the image below, your browser is compatible with Freshservice.
   

What happens if you don't update your browser?

If your browser doesn't support the required TLS configuration, you might not be able to access Freshservice. Update your browser to the latest version to ensure uninterrupted access.

API compatibility

To verify API client compatibility, follow these steps:

1. Set up an API client in a test environment. You can use the software you use to integrate with Freshservice or your custom integration code.

2. Change the API endpoint hostname from yourdomain.freshservice.com to tlstest.freshservice.com.

3. Send a request to the test endpoint.

4. Check the response:

   • 403 Forbidden: If the response contains the message You are not authorized to perform this action., the test passes. This response indicates that the TLS connection was successful.

   • SSL handshake failure: The test fails. Your API client might require an update or configuration change. Refer to your API client's documentation to verify TLS protocol and cipher suite compatibility.

Discovery Probe and Windows Agent compatibility

To ensure uninterrupted asset discovery, update the Discovery Probe and Windows Agent on affected Windows operating systems.

Note: This update doesn't apply to macOS or Linux systems.

Affected operating systems

The following Windows operating systems are affected by the strong cipher suite update:

• Windows 7

• Windows 8

• Windows 8.1

• Windows Server 2008

• Windows Server 2008 R2

• Windows Server 2012

• Windows Server 2012 R2

Required versions

To maintain asset discovery on the affected Windows operating systems, update the Discovery tools to the following versions:

• Discovery Probe: Version 5.0.0

• Windows Agent: Version 3.0.0

Update the Discovery tools

The update process depends on whether automatic updates are enabled.

If automatic updates are enabled: The Discovery Probe and Windows Agent are updated according to the configured automatic update schedule.

If automatic updates are disabled: Manually download and install the required versions of the Discovery Probe and Windows Agent.

Automatic updates might be disabled because of insufficient privileges, incorrect system configurations, or the machine being turned off.

To update the Discovery tools manually, follow these steps:

1. Update the Discovery Probe: Download and install version 5.0.0 by following the Discovery Probe installation guide.

2. Update the Windows Agent: Download and install version 3.0.0 by following the Windows Agent installation guide.

Domain allowlisting

If your environment uses a firewall or proxy, allowlist the domain for your Freshservice region.

What happens if you don't update the Discovery tools?

Failure to update the Discovery Probe and Windows Agent might interrupt asset discovery on devices running affected Windows operating systems.

If you have additional questions, email support@freshservice.com.