Some of our customers reported the following problem trying to access the new portal from behind corporate firewalls. We don’t know what cause the problem, but we can state with confidence that two levels of security applies for the new environment.
If you’re wondering what a webpage loading over secure connection is, then a little background information may be helpful. You may have noticed that website addresses typically begin with HTTP or HTTPS. These are called protocols which are basically a set of rules for determining how web pages are transmitted from the server (for example shop.rawfoodforpets.com) to the browser. HTTPS is a secure protocol based on HTTP and is widely used as it has a number of significant advantages including high level of security. A downside to using HTTPS is that there are strict rules in place that need to be adhered to before a secure webpage can be displayed. This means that there’s more that can potentially go wrong compared to non-secure HTTP connections.
The browser stores SSL certificates in a cache to speed up subsequent connections once an initial secure connection has been made to a website. The error can sometimes be displayed due to the browser cache storing an outdated version of the SSL certificate. This could also be due to our portal now living behind a third party firewall, and the browser having saved the old certificate.
the SSL state in Firefox, follow these steps:
the SSL state in Internet Explorer, follow these steps:
the SSL state in Chrome, follow these steps:
the SSL state in Opera, follow these steps:
If the SSL certificate is valid and clearing SSL state doesn’t work, then it’s time to look at your local computer to identify the source of your ERR_SSL_PROTOCOL_ERROR. First, check whether the operating system time and date are set correctly otherwise your SSL certificate may have problems being authenticated. This is because SSL certificates have a fixed expiry date and, if your current system time and date aren’t correct, then it may conflict with the authentication process. A valid time and date is always assumed when a secure connection is made, which is why it’s important to make sure the correct value is retrieved from your local system.
You can also try deleting your browser cache if it’s been a while since it was last cleared. We recommend that you also delete browser cookies too, but bear in mind that any sites you’re currently logged into will require you to log in again the next time you visit them.
If you have multiple browser extensions enabled, then this could potentially be the source of the error. Temporarily disable browser extensions one-by-one to see if there’s one causing issues with HTTPS requests.
The final browser-related step is to update your internet browser to its latest version. Running older versions of a browser increases the chances that you’ll experience secure connection issues such as ERR_SSL_PROTOCOL_ERROR. New and updated security features are always added to modern browsers and bugs are fixed on a regular basis and keeping things up-to-date is a best practice you should follow. If you keep browser tabs always open, then you should remember to restart the browser from time to time to trigger update checks.
Keeping your operating system up-to-date is important as well, especially if it’s been some time since the last update. If you have automatic updates turned on for Windows 10, then you don’t need to worry about this so much. But not all operating systems apply updates automatically so it’s worth checking if there are any available for your Operating System.
It’s very important to have an antivirus and firewall software active on your system. These tools do a great job of protecting you from all sorts of online security issues. As part of this protection, your antivirus software usually checks for issues with HTTPS connections to make sure nothing unexpected is happening. Sometimes, though, the software might incorrectly block a secure connection when it shouldn’t. To check this isn’t the case, temporarily disable it and check your website again. If necessary, disable your firewall as well and check your website again. Remember to always re-activate your antivirus software and firewall as soon as possible as you don’t want to leave your system unprotected.
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