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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Configure and manage authentication > Certificate Troubleshooting Tips

Certificate Troubleshooting Tips

Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 19, 2016

Views: 24 Votes: 0 Revisions: 4

If you experience issues when importing certificates, ensure that your settings are correct and there are no errors in your procedures.

Select the CA certs keystore

In Portecle, navigate to Tools > Options and select Use CA Certs Keystore. When completed, Portecle checks the built-in Java certificates to establish trust. This action is normal, as this same set of certificates are available to Web Help Desk at runtime.

Import certificates in order

Portecle requires you to import all certificates in order, beginning with the most-trusted certificate (for example, root certificate, intermediate certificate issued by the root, the certificate issued by that certificate, and so on). If you import a certificate out of order, Portecle allows it, but generates an error stating it cannot establish trust. Confirming trust for any certificate other than the root certificate is not expected.

Additionally, do not import your own certificate using the Tools > Import Trusted Certificates menu option. This option is only for importing root and chain certificates. Instead, right-click your tomcat keypair and select Import CA Reply.

Use identical keypair and keystore passwords

Ensure that the password set for the keypair and the keystore are identical and match the KEYSTORE_PASSWORD setting in the WebHelpDesk/conf/whd.conf file (the default password is changeit) . To set the keypair password, right-click the tomcat keypair and select Set password. To set the keystore password, select Tools > Set Keystore Password.

Save your keystore

Ensure that your keystore is saved to:


Enable your changes

Restart Web Help Desk to ensure changes in Portecle or the whd.conf file are enabled. For Windows systems, use the Web Help Desk Start/Stop utilities in the Start menu instead of the Windows Services panel. For systems running Windows Server 2008 and later, right-click Run As Administrator.

Prevent certificate warnings

When the hostname in the address used to browse to Web Help Desk is different from the Common Name (CN) field in your certificate, a certificate warning appears. For example, a certificate warning appears if your certificate is for and you use localhost as the hostname in your URL.

Enable HTTP requests

When using HTTPS, ensure that your Setup settings are set correctly. To verify, click Setup and select Options. In the General Options screen, ensure that the Force HTTPS setting is set to Always. This setting ensures that links pointing to Web Help Desk use HTTPS.

Last modified
07:51, 19 Jul 2016