Troubleshooting SSL Certificate Issues After Upload on a Custom Domain
This article explains what to do when you have uploaded a new SSL certificate for your custom domain in LiveAgent, but the domain is still showing as unsecured or displaying an expired/invalid certificate.
Why Is My Custom Domain Still Showing as Unsecured After Uploading a New SSL Certificate?
If you have uploaded a new SSL certificate but your custom domain continues to show as unsecured or displays the old/expired certificate, it is likely that the SSL files were not accepted during the upload process. This can happen due to several common errors.
When an issue occurs during upload, LiveAgent will display an error message that can help you identify and resolve the root cause. Check the upload screen carefully for any such messages.
Common Errors and How to Fix Them
1. "Certificate and Private Key Do Not Match"
This error means the private key you uploaded does not correspond to the certificate file. To verify whether your certificate and private key are a matching pair, use the following tool:
If they do not match, you will need to obtain the correct private key from your SSL issuer or regenerate a Certificate Signing Request (CSR) and reissue the certificate.
2. "Certificate Chain Is Incomplete"
This error means that one or more intermediate or root certificates are missing from your certificate chain. To fix this:
- Open each certificate file in a plain text editor.
- Copy and paste the certificate contents one after another, without any empty lines between them.
- Always place the end-user (main) certificate first, followed by the intermediate/CA bundle certificates.
If you do not have the intermediate certificates, you can use the following tool to generate the correct certificate chain:
Alternatively, check your SSL issuer's website or contact their support to obtain the full CA bundle.
Correct Certificate Order and Formatting
When pasting certificate content into LiveAgent, make sure to follow these rules carefully, as incorrect formatting will cause the upload to fail.
- The end-user certificate must always come first.
- Intermediate/CA bundle certificates follow after the end-user certificate.
- There should be no extra blank lines or spaces between the certificate blocks.
- Each certificate block should begin with -----BEGIN CERTIFICATE----- and end with -----END CERTIFICATE-----.
Where to Find More Information on Upload Errors
For a full list of possible errors encountered during domain parking and SSL certificate configuration, refer to the official guide:
Still Having Issues?
If you continue to experience problems applying your SSL certificate after following the steps above, please contact the LiveAgent support team and provide your SSL files. The support team can upload and configure the certificate on your behalf.
``` How to Resolve SSL Certificate Errors After Uploading to a Custom Domain in LiveAgent