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Bug Cloud Diagnostics service unavailable (UnityTls error code: 7)

Discussion in 'Unity Gaming Services General Discussion' started by Tron_314159265359, Oct 7, 2023.

  1. Tron_314159265359

    Tron_314159265359

    Joined:
    Apr 27, 2020
    Posts:
    4
    The Unity Gaming Service for performance and crash reporting is currently not working. The following error message is logged after enabling Cloud Diagnostics:
    Curl error 60: Certificate verification failed. The certificate has expired. UnityTls error code: 7

    Please renew your server certificate. When attempting to verify the connection by running the following command directly, it confirms the certificate expiration issue:

    curl https://perf-events.cloud.unity3d.com -vkI


    Trying [2600:1901:0:e37d::]:443...
    Connected to perf-events.cloud.unity3d.com (2600:1901:0:e37d:: ) port 443
    ALPN: curl offers h2,http/1.1
    TLSv1.3 (OUT), TLS handshake, Client hello (1):
    CAfile: ..\curl-8.3.0_2-win64-mingw\bin\curl-ca-bundle.crt
    CApath: none
    TLSv1.3 (IN), TLS handshake, Server hello (2):
    TLSv1.3 (IN), TLS handshake, Encrypted Extensions (8):
    TLSv1.3 (IN), TLS handshake, Certificate (11):
    TLSv1.3 (OUT), TLS alert, certificate expired (557):
    SSL certificate problem: certificate has expired
    Closing connection
    curl: (60) SSL certificate problem: certificate has expired
    ..
    Server certificate:
    subject: C=US; ST=California; L=San Francisco; O=Unity Technologies SF; CN=*.cloud.unity3d.com
    start date: Aug 24 00:00:00 2022 GMT
    expire date: Sep 24 23:59:59 2023 GMT
    issuer: C=US; O=DigiCert Inc; CN=DigiCert TLS RSA SHA256 2020 CA1
     
    Last edited: Oct 7, 2023
    Tron_314159265359, Oct 7, 2023
    #1

  2. MiTschMR

    MiTschMR

    Joined:
    Aug 28, 2018
    Posts:
    366
    Not the first certificate issue this year…
     
    MiTschMR, Oct 7, 2023
    #2

  3. UnityElishaS

    UnityElishaS

    Unity Technologies

    Joined:
    Jan 17, 2022
    Posts:
    4
    Hello @Tron_314159265359

    Thanks for using Cloud Diagnostics! I can confirm that the certificate is not expired, and I can successfully run the curl command you posted above without issues. There are no indications on our end that the issue you're facing is being experienced other Cloud Diagnostics users, which leads me to believe the failure is a symptom of a certificate configuration problem on your device rather than a problem with Cloud Diagnostics itself.

    I can only authoritatively help with Cloud Diagnostics, but that said I will stay tuned here to help understand the problem! I recommend exploring possible local certificate store issues specific to the device you're using.

    In future, there are many online tools to inspect certificates which can be used by providing the relevant endpoint (https://perf-events.cloud.unity3d.com) and you can use any one of them as a preliminary check of whether a certificate has truly expired.
     
    UnityElishaS, Oct 11, 2023
    #3

  4. troylightfox

    troylightfox

    Joined:
    Feb 1, 2023
    Posts:
    21
    I can confirm this is a real issue. I made a minimal repo app(just the 3D template + Unity Cloud Diagnostics + a button to throw exception and a button crash) and had folks in our studio test it from various locations:

    Pixel 6 - Cell - did not work (Cert verify error)
    Samsung A11 - North Seattle wifi - did not work (Cert verify error)
    Samsung A11 - Seattle downtown wifi - worked
    Windows - Vancouver wifi - did not work (Cert verify error)
    Samsung A11 - Kent wifi - worked
    Pixel 5 - Seattle wifi - did not work (Cert verify error)

    There is definitely something wrong, and it started in late September when we noticed a big drop off in our crash/exception rates and could confirm locally test crashes often did not show up. I've been talking to a Unity support rep about this since we noticed in September but only just today confirmed it's this cert verify error that's causing it.
     
    Last edited: Oct 11, 2023
    troylightfox, Oct 11, 2023
    #4
    Tron_314159265359 likes this.

  5. Tron_314159265359

    Tron_314159265359

    Joined:
    Apr 27, 2020
    Posts:
    4
    Thanks for looking into it @UnityElishaS, but the command output unequivocally confirms that the server certificate has expired on September 24, 2023 for IPv6 connections on your end. Currently, only IPv4 connections have a valid certificate:

    curl https://perf-events.cloud.unity3d.com -vkI --ipv4


    Connected to perf-events.cloud.unity3d.com (35.190.78.8) port 443
    Server certificate    :
    * subject: C=US; ST=California; L=San Francisco; O=Unity Technologies SF; CN=*.cloud.unity3d.com
    * start date: Jul 12 00:00:00 2023 GMT
    * expire date: Aug 11 23:59:59 2024 GMT
    * issuer: C=US; O=DigiCert Inc; CN=DigiCert TLS RSA SHA256 2020 CA1


    curl https://perf-events.cloud.unity3d.com -vkI --ipv6


    Connected to perf-events.cloud.unity3d.com (2600:1901:0:e37d:: ) port 443
    Server certificate:
    * subject: C=US; ST=California; L=San Francisco; O=Unity Technologies SF; CN=*.cloud.unity3d.com
    * start date: Aug 24 00:00:00 2022 GMT
    * expire date: Sep 24 23:59:59 2023 GMT
    * issuer: C=US; O=DigiCert Inc; CN=DigiCert TLS RSA SHA256 2020 CA1
     
    Last edited: Oct 11, 2023
    Tron_314159265359, Oct 11, 2023
    #5

  6. UnityElishaS

    UnityElishaS

    Unity Technologies

    Joined:
    Jan 17, 2022
    Posts:
    4
    @troylightfox @Tron_314159265359 thank you so much for the additional context that your devices are using IPv6 connections! The issue was indeed on our end and has been resolved in my tests using the curl command provided, but please confirm on your respective ends and let me know if there is any further issues or concerns.

    Thank you for your patience and for sharing your reproduction steps exactly.
     
    UnityElishaS, Oct 12, 2023
    #6
    Tron_314159265359 likes this.

  7. Tron_314159265359

    Tron_314159265359

    Joined:
    Apr 27, 2020
    Posts:
    4
    @UnityElishaS Can confirm that the certificate is now valid, and the certification errors have been resolved. The Cloud Diagnostics dashboard shows exceptions and crash reports for some impacted devices as expected, so everything appears to be working correctly once again. Thanks!
     
    Tron_314159265359, Oct 12, 2023
    #7