SIMS InTouch Issue

[Mimir]

Hi everyone

 

We have been having problems with InTouch queueing messages - so far I have restarted the SIMS services manager, which didn't work. Then I rebooted the SIMS server and started the services manager again only to find it won't load any of the services. When I go to manage packages in home, it says "Could not contact the SIMS Cloud Service. Please check the SIMS Services Manager logs."

 

We haven't changed anything server wise or changed proxy addresses etc so I am a little stumped.

 

Not really sure what the logs mean either:

 

2025-11-24 00:00:00 INFO [154] - Requested package.json details from URI- https://live-ssm-blb.sims.co.uk/api/v3/SSMPackageServer/GetPackagesList/packages?blobName=packages
2025-11-24 00:00:00 INFO [154] - Requesting bearer token from STS at: https://sts.sims.co.uk/connect/token
2025-11-24 00:00:00 ERROR [78] - Error in the RequestToken method
System.Net.Http.HttpRequestException: An error occurred while sending the request. ---> System.Net.WebException: The underlying connection was closed: An unexpected error occurred on a send. ---> System.IO.IOException: Authentication failed because the remote party has closed the transport stream.
at System.Net.TlsStream.EndWrite(IAsyncResult asyncResult)
at System.Net.ConnectStream.WriteHeadersCallback(IAsyncResult ar)
--- End of inner exception stack trace ---
at System.Net.HttpWebRequest.EndGetRequestStream(IAsyncResult asyncResult, TransportContext& context)
at System.Net.Http.HttpClientHandler.GetRequestStreamCallback(IAsyncResult ar)
--- End of inner exception stack trace ---

 

Any ideas?

[networkmangler]

I think you can get that error when another application is using the Port that Intouch wants to use

 

If you have access to the ParentPay Support site, article KB0013094 gives a description on how to resolve it

[SIMS_Customer_Support]

3 hours ago, Mimir said:

Hi everyone

 

We have been having problems with InTouch queueing messages - so far I have restarted the SIMS services manager, which didn't work. Then I rebooted the SIMS server and started the services manager again only to find it won't load any of the services. When I go to manage packages in home, it says "Could not contact the SIMS Cloud Service. Please check the SIMS Services Manager logs."

 

We haven't changed anything server wise or changed proxy addresses etc so I am a little stumped.

 

Not really sure what the logs mean either:

 

2025-11-24 00:00:00 INFO [154] - Requested package.json details from URI- https://live-ssm-blb.sims.co.uk/api/v3/SSMPackageServer/GetPackagesList/packages?blobName=packages
2025-11-24 00:00:00 INFO [154] - Requesting bearer token from STS at: https://sts.sims.co.uk/connect/token
2025-11-24 00:00:00 ERROR [78] - Error in the RequestToken method
System.Net.Http.HttpRequestException: An error occurred while sending the request. ---> System.Net.WebException: The underlying connection was closed: An unexpected error occurred on a send. ---> System.IO.IOException: Authentication failed because the remote party has closed the transport stream.
at System.Net.TlsStream.EndWrite(IAsyncResult asyncResult)
at System.Net.ConnectStream.WriteHeadersCallback(IAsyncResult ar)
--- End of inner exception stack trace ---
at System.Net.HttpWebRequest.EndGetRequestStream(IAsyncResult asyncResult, TransportContext& context)
at System.Net.Http.HttpClientHandler.GetRequestStreamCallback(IAsyncResult ar)
--- End of inner exception stack trace ---

 

Any ideas?

Thanks @networkmangler @Mimir please do let me know if you require any further assistance. 

 

Many thanks, 

Sally