Troubleshooting – Installation

Q1: Certificate Errors while Accessing Prolaborate 

Description 

Customer reported that they were getting an error message on their browser saying the connection is not secure while accessing Prolaborate.

Steps Taken

1. We checked the certificate and found no issues with it. 

2. Reach out to Cloud Team regarding this and they checked the certificate again and it was fine. 

3. However, the certificate was re-imported again and was tested in multiple browser such as Chrome, Edge and Firefox. 

4. We asked the customer to try again and check if the issue persists. 

5. The Customer confirmed that the issue was resolved after that. 

Initial Response

Hi <Customer>,  

Good day! We have received a request from Ryan stating that you are facing some issues with accessing the platform with the URL : aptiv.sparxcloud.us 

We have checked and re-imported the SSL Certificates to see if that resolves the issues. We have confirmed the resolution by loading the sites with different browsers (Chrome, Edge & Firefox). 

So we would kindly recommend you to try again and let us know the outcome. If the issue still persists, we would like your inputs on the below details to proceed further towards a quick resolution.

1. How many users are seeing this error?

2. What are the browsers used to check the status? 
3. Have you tried clearing the cache?

Please let us know if there is any further queries or clarifications required.

Escalation Contact 

L2 Support Team/Cloud Team 

References 

Ticket ID: #4028 

Subject: Aptiv Certificate Errors 

Department: Sparx Platform Support

 

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