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Home > Success Center > Web Help Desk (WHD) > Web Help Desk stops collecting email after an SSL Certificate update

Web Help Desk stops collecting email after an SSL Certificate update

Overview

After updating an Exchange server SSL certificate, Web Help Desk (WHD) cannot retrieve incoming emails.

Environment

All WHD versions

Cause

When the WHD installation Java code does not recognize a Certificate Authority, WHD does not accept the certificate.

Resolution

For  Windows and Macintosh, import the Certificate Authority Information (.crt) file into the WHD truststore (cacerts).
1. Open Portecle.
    For Windows:
    a. Click Start > Run. The command prompt opens.
    b. In the command prompt, enter
C:\Program Files\WebHelpDesk\Portecle.bat.

    For Macintosh:
    a. Log on with Administrator privileges.
    b. Browse to Applications > WebHelpDesk > Portecle.
    c. In Portecle, select File > Open Keystore File.
2. Browse to the keystore:
    For Windows, browse to C:\Program Files\WebHelpDesk\bin\jre\lib\security\cacerts.
    For Macintosh, go to terminal and enter /usr/libexec/java_home.
3. Enter your password.
    Note: The default password is changeit.
4. Select Tools > Import Trusted Certificates and browse to the .crt file.
5. Enter an alias or name.
6. Select File > Save Keystore.
7. Restart WHD - How to Start/Stop Web Help Desk Service.

For Linux virtual appliance, use the appliance terminal to import the certificate file.
1. Enter the following command:
    echo -n | openssl s_client -connect <exchange_address> : <port> | sed -ne '/BEGIN CERTIFICATE-/,/-END CERTIFICATE-p' > /tmp/<cert_name>.crt</cert_name></port></exchange_address>
2. Enter the following command:
    sudo /usr/local/webhelpdesk/bin/jre/bin/keytool -import -trustcacerts -keystore /usr/local/webhelpdesk/bin/jre/lib/security/cacerts -storepass <password> -noprompt -alias <cert_alias_name> -file /tmp/<cert_name>.crt.</cert_name></cert_alias_name></password>
    Note: The default password is changeit.
3. Restart WHD - How to Start/Stop Web Help Desk Service.

Last modified
22:35, 2 Feb 2016

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