Check-in Client Connection Issues Following TLS Protocol Update

Following the scheduled maintenance to disable outdated TLS 1.0 and 1.1 protocols on November 5th at 09:00 UTC, a few reports were received indicating that certain Check-in Clients were unable to connect to the server.

Investigation determined that these incidents were not caused by the TLS protocol update. The affected setups were running unsupported or misconfigured Check-in Client versions, which were unable to establish secure connections due to local configuration issues.

The TLS deprecation has been verified to operate as intended, and no rollback is required.

Next Steps:
• Monitoring continues to ensure system stability post-upgrade.
• Configuration inconsistencies identified during the investigation are being tracked internally for follow-up.

After the scheduled deprecation of outdated TLS 1.0 and 1.1 protocols to enhance platform security, some clients reported that their Check-in Clients could no longer connect, displaying the message “Server couldn’t be reached.”

Initial investigation confirmed that affected clients were running outdated Check-in Client versions that do not support the new TLS configuration. While the Virtuagym Portal remains functional, the legacy Check-in applications (pre-1.4.8) are unable to establish connections under the updated standards.

Engineering is currently verifying whether any configurations deviate from the tested setups. Customers experiencing connection issues are advised to engage with our hardware and integrations specialist through Customer Success. Further updates will be provided as the team completes troubleshooting and determines whether a rollback or fix is required.