Troubleshooting the message: "Your connection to this site is not secure"

Sometimes, when a user tries to access your instance, they may receive the message, "Your connection to this site is not secure." When this message appears, it could mean any of the following:

• HTTPSSecure version of secured by SSL. is not enabled on your GFI HelpDesk URLUniform Resource Locator is the address of a web page on the world wide web.
• Your SSLSecure Sockets Layer - A protocol that ensures integral and secure communication between networks. Certificate is invalid or has expired

To ensure that information of users who visits your website is always safe, you need to enable HTTPS and install an SSL certificateSSL certificates are used to authenticate an identity on a server. for the domain.

Troubleshooting Steps

A. Check if Your Instance is HTTPS Enabled

GFI HelpDesk instances are not HTTPS enabled by default. To check whether your base URL is HTTPS enabled or not:

1. Access your instance using a browser.
2. Right-click on the page and click View page source or press CTRL + U.
3. Search for baseName by using the Find function (CTRL + F).

If the baseName has HTTPHypertext Transfer Protocol - A protocol for exchange of hypertext documents in HTML. (ex: http://support.company.com), this means that HTTPS is not yet enabled for your instance.

• For GFI HelpDesk, your server admin would need to install the certificates for GFI HelpDesk on your server and change your GFI HelpDesk base URL to HTTPS.

  For more information, check out the Adding or Updating Your SSL for Your GFI HelpDesk Download Instance section of the Adding or Updating SSL Certificates For Your Domain topic.

If the baseName has HTTPS (ex: HTTPS://help.GFI HelpDesk.com), then check the validity of your SSL certificate.

B. Check the Validity of Your SSL Certificate

Your GFI HelpDesk OnDemand instance is protected by a “wildcard” SSL certificate. This certificate covers our domain (www.gfi.com) and any sub-domains we have (www.[yourdomain].GFI HelpDesk.com).

If you are using a custom domain and you have added a custom SSL certificate to your OnDemand instance, check if the certificate has expired. To check your certificate, you may use any available online SSL checker tool. Or, you may follow the steps below:

1. Click the icon (padlock or info sign) before the URL in the address bar



Padlock

2. Review the certificate's validity from the General tab.



Certificate information

To learn more about adding SSL certificates, refer to Adding or Updating SSL Certificates For Your Domain.