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How to Fix Secure Connection Errors

This guide helps you resolve SSL/TLS connection errors that prevent cobby from connecting to the service.

Symptoms​

  • You receive the error message: "Connection to the service failed! No trust relationship could be established for the secure SSL/TLS channel"
  • The error mentions: "Possible cause is that you are trying to decrypt the https connection"
  • Product maintenance is blocked due to connection issues

Connection error message

Prerequisites​

  • cobby is installed on your computer
  • Administrative access to modify security software settings
  • Access to your network/firewall configuration (if applicable)

Step-by-Step Solutions​

Solution 1: Check Antivirus Software​

Your antivirus program may be intercepting HTTPS connections:

  1. Identify if an antivirus program is running on your computer
  2. Temporarily disable the antivirus program
  3. Launch cobby and test if the connection works

Expected result: If the error disappears, the antivirus is the cause.

  1. Re-enable your antivirus program
  2. Consult your antivirus user manual or contact the manufacturer
  3. Create an exception rule for cobby in your antivirus settings

If this doesn't work: Continue to Solution 2.

Solution 2: Check Firewall Settings​

Your firewall may be blocking cobby's connection:

  1. Identify if you use a firewall (Bitdefender, Windows Defender Firewall, or similar)
  2. Temporarily disable the firewall
  3. Launch cobby and test if the connection works

Expected result: If the error disappears, the firewall is the cause.

  1. Re-enable your firewall
  2. Consult your firewall user manual or contact the manufacturer
  3. Create an exception rule for cobby in your firewall settings

If this doesn't work: Continue to Solution 3.

Solution 3: Configure Proxy Settings​

If your network uses a proxy that handles HTTPS connections:

  1. Contact your IT administrator or check your proxy settings
  2. Add exceptions for these domains:
    • *.mash2.com
    • *.cobby.io
  3. Save the proxy configuration
  4. Restart cobby and test the connection

Expected result: cobby should connect successfully after adding the domain exceptions.

If this doesn't work: Continue to Solution 4.

Solution 4: Check for Malware​

If none of the previous solutions work, your computer may be compromised:

  1. Run a full system scan with your antivirus software
  2. Use additional malware detection tools (such as Malwarebytes)
  3. Look for signs of "Man in the Middle" attacks

What is a Man in the Middle attack? This is when malicious software intercepts your secure connections. Learn more in this article about Man in the Middle attacks.

  1. If malware is detected, follow your security software's instructions to remove it
  2. Restart your computer
  3. Test cobby's connection again

Expected result: After removing malware, cobby should connect successfully.

Troubleshooting​

Connection still failing?

  • Verify your system time is correct (incorrect time can cause SSL/TLS errors)
  • Check if your company has SSL inspection enabled on the network
  • Confirm that cobby.io and mash2.com are accessible from your network

Still Having Issues?​

If you resolved your problem or need additional help:

  • Email cobby support at info@cobby.io
  • Include details about your error message, security software, and network setup
  • If you found a solution, let us know so we can help add cobby to security software whitelists for other users