Articles Cannot Be Viewed on Secure Web Sites

The message “Page cannot be displayed” or “Page not found” is received when a user attempts to access an article from a Portal that has a security certificate installed.

The Host Name which the security certificate has been assigned to is not recognized by the ISAPI filter.

1. Make sure the Customer Portal is assigned host name i.e. “hostname.domain.com.”
   • To do this: Access you Admin Control Panel
   • Click Portal tab
   • Click the name of the portal you wish to check
   • Locate the Security & Access Options listing
   • Click Configure
   • Click Edit to the right of Host Name
   • Review the host name listing.
   • Ensure the correct host name is entered.
   • If the host name is not entered here, click Add Host Name
   • Enter the host name for your portal
   • Click Save
2. Verify in IIS that Customer Portal ports are using TCP: 80 and SSL: 443
   • To check these settings:
   • Using an administrator level account, log in to the server which hosts your Admin Control Panel
   • Right click the My Computer icon.
   • Click Manage
   • Click the + to the left of Services and Applications to expand the list
   • Click the + to the left of Internet Information Services (IIS) Manager to expand the list
   • Click the + to the left of Web Sites to expand the list
   • Right click Customer Portal (or KBPortal for version 9.0 PS4 portals)
     
   • Ensure that TCP port is 80 and SSL port is 443 as shown here:
     
     
3. Click Start, then Run. In the Run dialog box, type "regedit" and press Enter.
4. Backup the registry. In the tool bar, select File, then Export... Save a back up copy of your registery as a precaution.
5. Navigate to the following registry key:
   
   • HKEY_LOCAL_MACHINE\SOFTWARE\KnowledgeBase.net\isapi\CustomerPortal
6. You will see the following string values:
   
   • Default
   • ServerName
   • ServerPort
7. Add a string value called SSL.
8. You need to modify all string values to be:
   
   • Servername: hostname.domain.com (Note: It is required that the hostname matches the certificate name in which it was issued to)
   • ServerPort: 443
   • SSL: 1
9. Below is a sample screenshot:
   
   
   
10. Restart IIS for this change to take effect.

• To do this:

• Click Start
• Click Run
• Type cmd and hit Enter
• Type iisreset and hit Enter