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Agents Unable to Login to Agent Client After Enabling SSL

about 13 years ago | Article no. 2059
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THIS ARTICLE APPLIES TO:

Moxie Channels NetAgent version 7.0 and later.

ISSUE DESCRIPTION:

After enabling SSL, Agents are unable to log into Agent Client.

ROOT CAUSE:

This issue may occur if the certificate is not being generated by either the Trust Root or a Trusted Intermediate certification authority. This in turn will not allow the certificate to be included in the "Trust Certificates" section on the client machines.

SOLUTION OR WORK AROUND:

On the client machine, validate if the certificate is self generated or purchased from a Certificates Vendor such as Verisign.

  1. Open Internet Explorer and go to Tools > Internet Options > Content Tab
  2. Click on the Certificates button to check if the new certificate is included

The Tabs 'Intermediate Certification Authorities' and 'Root Certification Authorities' list the default and installed authorized certificates.

If the certificate on the client machine is not from a known authority, the Client will not be able to read the certificate and will have errors logging in.

In order to correct this, you would need to manually install the certificate on the User machines from where the NetAgent Client is used. This can be done by:

  1. After installing the certificate on the website, browse to any of the pages on the website e.g. https://netagent/launch.html.
  2. This will either prompt you to view information about the secure page with with the options 'Ok, Cancel and View certificate', or load the page depending on your Internet Explorer settings.
  3. If you receive the prompt, click on View Certificate
  4. Install the certificate on the client machine by clicking on theInstall Certificate button.
  5. If the page loads directly, you should see a SSL icon (lock sign) in the status bar for Internet Explorer. Double click on the icon to view the certificate and then install it on the machine by clicking on the Install Certificate button.
  6. Once the certificate is installed on the client machine, it should appear in the Trusted Certification Authorities list and you should be able to login to the Client over the SSL connection.

AFFECTED SYSTEMS & USERS:

Agents

ADDITIONAL INFORMATION:

Note: It is strongly recommended that certificates from Trusted Certification authorities be used on production servers.

ESCALATION PROCEDURE:

If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.