Troubleshooting SSL errors on certain browsers

Most browsers only need the main CRT for the SSL certificate to work correctly. However, some, such as Firefox and mobile browsers, have trouble verifying the full chain of authority for SSL certificates. In those cases, the browser will give errors, such as Chain Issues Incomplete or This Connection is Untrusted. If you have a site that will work on https:// in some browsers, but not others, this is the case. If your certificate does not work in any browser, then it is a different issue.

How to get an SSL-secured website to resolve properly

To fix this issue, you will simply need to install the Intermediate certificate on your hosting server. To get the certificate, please follow these steps:

  1. Log in to your account.
  2. Click the My Products link.
  3. Then click on the SSL certificate you are having issues with.
  4. Next to Certificates that have been issued, click Show Certificates.
  5. Under CA Certificates, copy the certificate below INTERMEDIATE (including the beginning certificate and end certificate lines).

How to add an Intermediate CA Certificate to your site

If you have hosting elsewhere, please give your hosting provider the Intermediate CA Certificate. Once they install it, the error will disappear. If you are hosted with, you can add the certificate yourself. To do so, follow the steps below:

  1. Log in to your account.
  2. Click on the My Products link in the top right of the navigation.
  3. Click the font for your hosting package tied to your domain e.g. Personal/Premium/Business Hosting.
  4. Click the cPanel Login button on the right.
  5. Under Security, click SSL/TLS Manager.
  6. Click Manage SSL sites under Install and Manage SSL for your site (HTTPS). It will be the last available option.
  7. Under Browse Certificates, you will see a drop-down menu labeled Domains. Select the correct domain name from the drop-down menu.
  8. Click the Autofill by Domain button.
  9. Scroll down to the last certificate field, labeled Certificate Authority Bundle: (CABUNDLE). Paste the Intermediate certificate there.
  10. Click the Install Certificate button.

Once this process is complete, it may take a little time for the records to update, but after they do, your website will work fine in all browsers.

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