Wrong / Invalid SSL shown on some computers

Posted on 2013-12-13
Medium Priority
Last Modified: 2013-12-13
Our website uses a certificate by GoDaddy and on most computers everything works fine - we can see no errors with the certificate and the information contained within is correct.

Some of our customers keep ringing us to say our certificate is invalid though. Upon inspection it appears the certificate is issued by our servers rDNS address and issued to the same. We have been unable to reproduce this issue.

What could be going on here and how can we resolve it?

See attached screenshots for an idea what I mean...
Question by:Rabbit80
LVL 20

Accepted Solution

TheAvenger earned 2000 total points
ID: 39716086
Notice that the ones working have a newer Windows version than the ones not working (not working seems to be Windows XP). This means that probably Windows XP does not have the root certificate of GoDaddy. You can follow the steps here to check on both machines if the GoDaddy root certificate is installed or not. If it is not installed in Windows XP, you have to contact GoDaddy for support and probably a new certificate with an older (and supported by XP) certification authority. The other option is to make all your customers installed it manually but that will be a difficult task.

Note that Windows XP updates the root certificates with Windows Update. However depending on the environment these may not be installed, so some Windows XP users will have no problem while others will still have.

Author Closing Comment

ID: 39716288
Thanks for that. It is virtually impossible for me to run through the checks to see if the correct root certificates are installed on our customers machines as this is a public facing website and we have thousands of people visiting daily. However - I have found a Microsoft patch that updates the root certificates and I am asking one of our users to try installing that to see if it helps. (KB931125).

Of course, as of April next year this problem is likely to get significantly worse as new updates to Windows XP machines will not be released meaning that root certificates will no longer be updated at all. Around 25% of our visitors still use XP.

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