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SSL Troubleshooting Tips

This section will help you to troubleshoot any SSL server certificate related issues that you might encounter in the product.

Error Messages

  • Blocked Content

    Description:

    This problem arises when Log360 is configured to use HTTPS under connection settings and integrated component is configured to use HTTP. As a result, you will not be able to access the component from the apps pane.

    Resolution:

    If Log360 is configured with HTTPS, then you must configure the integrated components to use HTTPS (SSL) to successfully access the components from the apps pane.

  • Certificate Name mismatch

    Description:

    This error occurs when the common name of the SSL Certificate doesn't exactly match the hostname of the server in which the component is installed.

    Resolution:

    Please get a new SSL certificate for the current hostname of the server in which the component is installed.

  • Hostname mismatch

    Description:

    This error occurs when the component’s SSL certificate is issued for a hostname that is different from the Log360’s hostname. For example, Log360 could be installed on a parent domain and the component could be running on a child domain.

    Resolution:

    In this scenario, you can configure a valid SSL wildcard certificate and apply it to both the component and Log360.

  • Invalid Certificate

    Description:

    This error occurs when the SSL certificate you have configured with the component is invalid. A certificate can become invalid if it has expired or other reasons.

    Resolution:

    Please configure the component to use a valid SSL certificate.

  • Problem in trusting the security certificate

    Description:

    This error occurs when any component integrated with Log360 is of an older build.

    Resolution:

    Upgrade all integrated components to the latest build to resolve this issue.

For certificates signed by Public Certificate Authority

If the certificate is signed by Public Certificate Authority, follow the steps below:

  • Open browser settings
  • Open Privacy / Privacy and Security Tab
  • Under Security Tab, click on Manage Certificates.
  • Please make sure the CA certificate is not under Untrusted Publishers.
  • If the certificate is not under Untrusted Publishers, open the Trusted Root Certification Authorities tab to check if the Public Certification Authority you signed is available.
  • If it is not available, please import the Certification Authority certificate and restart the browser.

For certificates signed by a Local Certificate Authority or it is self signed

If the web client is accessed under Domain machine, Please follow the below steps.

  • Start the Group Policy Management snap-in.
  • Right-click the respective GPO, and then click Edit.
  • Open Computer Configuration\Policies\Windows Settings\Security Settings\Public Key Policies, right-click Trusted Root Certification Authorities, and then click Import.
  • On the Welcome to the Certificate Import Wizard page, click Next.
  • On the File to Import page, choose the certificates, and then click Next.
  • On the Certificate Store page, click Place all certificates in the following store, and then click Next.
  • On the Completing the Certificate Import Wizard page, verify that the information you provided is accurate, and then click Finish.

If the web client is accessed under a Non-domain machine, Please follow the below steps.

  • Open Browser settings
  • Open Privacy / Privacy and Security Tab
  • Under Security Tab, click on Manage Certificates.
  • In the Certificates popup, open Trusted Root Certification Authorities.
  • Please import the Certification Authority certificate and restart the browser.

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