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Unable to access WHD after applying new SSL certificate

This article shows one of the possible resolutions when encountering an issue of not being able to access WHD after applying a new SSL certificate in a Windows environment. ERROR MESSAGE: Connection refused.

First published date

11/8/2018 3:34 PM

Last published date

11/8/2018 3:34 PM

Overview

After uploading a new SSL certificate, the Web Help Desk site is no longer accessible. The following error appears  
ERROR MESSAGE:  Connection refused.
This page can't be displayed

 

Product section

Web Help Desk

Cause

  • The file keystore.jks is not in the default location: C:\Program Files\WebHelpDesk\conf. Because the file is not in the expected location, WHD is unable to locate the SSL certificate.
  • The keypair alias is not named 'tomcat'.
  • The keypair and keystore password does not match the password stored inside the whd.conf file.

Resolution

Check the existing keystore

To confirm that the updated keystore file is being used by Web Help Desk, check the keystore location inside the whd.conf file.
  1. Log into your WHD Server.

  2. Go to:
    <WebHelpDesk>\conf

  3. Open the whd.conf file as an administrator using Notepad.

  4. Scroll down to: 
    Keystore settings (for SSL connections)

  5. In the KEYSTORE_FILE= parameter, enter the correct location of keystore.jks using the following format: 
    KEYSTORE_FILE=E:/location_of_keystore/keystore.jks
  6. Save and close the whd.conf file.
  7. Restart the Web Help Desk service.
  8. Access the Web Help Desk site again.

Import the new certificate

To correct the keypair alias and to match the keypair password for a Windows installation, use the Portecle application inside the Web Help Desk installation folder to import the PFX certificate. The new certificate cannot be in CRT or CER format.
  1. Stop the Web Help Desk service.

  2. Navigate to:
    C:\Program Files\WebHelpDesk

  3. Right-click portecle.bat and run as administrator. 
  4. In the Portecle interface, click File and select Open Keystore File.

  5. Navigate to:
    C:\Program Files\WebHelpDesk\conf

  6. Select:
    keystore.jks

  7. If prompted, enter the keystore password, and then click OK.

  8. Delete the existing keypair.
    Right click the tomcat entry and select Delete.

  9. Import the new PFX certificate.
    1. In the Portecle interface, click Tools > Import Keypair.
    2. Locate and select your PFX/.p12 file.
    3. Enter the PFX password.

    4. Change the alias name to:
      tomcat

    5. Click File > Save Keystore and overwrite the existing keystore file.
    6. Close Portecle.
  10. Set the keystore password in the whd.conf file. 

    1. Go to: 
      <WebHelpDesk>\conf

    2. Right-click the whd.conf file and open as administrator.

    3. Scroll down to:
      Keystore settings (for SSL connnections)

    4. Locate:
      KEYSTORE_PASSWORD=changeit

    5. Replace changeit with the same password you set on the keystore earlier.
    6. Save and close the file.
  11. Restart the Web Help Desk service.