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

Troubleshooting scenarios

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

Views: 245 Votes: 0 Revisions: 5

The following table provides resolutions to common certificate issues. 

Issue Resolution
Portecle says my CA Reply certificate cannot be trusted Porteclé does not trust sign your certificate. You must obtain a root certificate (or chain of certificates) from your CA that matches the issuer identity of your certificate and import them into Porteclé before importing your own certificate as a CA Reply.
You can determine the issuer of your CA reply by importing your certificate into Porteclé as a trusted certificate (instead of a CA reply) and examining the certificate details. Review the certificate details of other certificates in your keystore to see if any of them match your certificate’s Issuer attribute. If not, obtain a certificate from your CA that does match. 
After you import a certificate that matches your certificate issuer, as well as any other certificates needed to trust those certificates, delete your temporarily trusted certificate and re-import it as a CA reply to your keypair.
After opening my certificate, Web Help Desk does not start

Open your whd.conf file in a text editor and ensure that:

  • You commented out the SSL_PORT setting.
  • Your DEFAULT_PORT and HTTPS_PORT settings are not conflicting with any other processes on the server.
  • Your KEYSTORE_PASSWORD setting matches both the password of your keystore and the password of your keypair. The default password is changeit.
After importing my certificate, Web Help Desk is OK, but my browser shows a self-signed certificate. Verify that your private key was generated using the DSA algorithm. DSA keys can fail with many browsers, including Internet Explorer. Try using RSA instead.

 

 
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