FAQs - Managing errors and statuses

There are 2 possible reasons for this: 

  • the intermediary CA is not installed correctly. Go to the website to download the intermediary CA again and install it again; 
  • you are attempting to install the certificate on an obsolete operating system, for example Android 3.0, Java 6.0, iOS 5, Windows XP Sp2: in this case, update your operating system. 
     

If your SSL certificate displays an error status, follow the instructions in the guide to open a support request.

  1. Sign in to you Customer area with your username and password. If you have forgotten how to do this, follow the instructions in the guide to signing in to your Customer area;
  2. select Activate now, next to the SSL certificate to be activated;
  3. follow the guided procedure.

If your certificate displays the status To be activated follow the instructions in the guide to start the activation procedure.

Browsers may display connection errors to the site because they do not recognize the certificate as valid. Make sure to install all the intermediate certificates provided by the Certification Authority (CA).

If the TXT validation method doesn’t work:

  1. check that you have entered the correct validation code in the TXT record of your domain DNS;
  2. check that the record can be accessed and viewed from outside. You can use a DNS search tool, for example dig or other online services;
  3. wait for the DNS to propagate. When you edit the DNS records, changes may take several hours to take effect. Wait and try again. 
  4. Change verification method. If you don’t know how to do this, see the guide to changing validation method.  
     

The message "Private key not found" indicates that the private key for the Certificate cannot be found on the system or cannot be accessed.

This problem occurs when:

  • the CSR (Certificate Signing Request) has not been generated correctly; 
  • the Certificate has been installed on a different device to the one used to generate the CSR; 
  • the private key has been accidentally deleted or not saved. 

In this case, make sure the private key file is present and matches the installed certificate. If it's unavailable, generate the certificate again with a new CSR.