Sometimes, when you try to access your instance through your browser, you may receive the following error messages:
- Your connection to this site is not secure
Screenshot of the error in Google Chrome.
- Connection not secure
Screenshot of the error in Firefox.
This article describes the troubleshooting process for these errors.
SSL (Secure Socket Layer) is an Internet Security Protocol designed to safeguard users from information leaks. When this error appears, it means the web page is not recognized and insecure, or the site contains unsafe content such as malware or viruses. Other things that could trigger this error are:
- HTTPS is not enabled on your Kayako URL
- Incorrect date and time settings on your computer
- Invalid SSL certificate
- The page loads mixed contents
- Outdated or corrupted browser
Check if Your Instance is HTTPS Enabled
Kayako Classic instances are not HTTPS enabled by default. To check whether your base URL is HTTPS enabled or not:
Access your instance using a browser.
Right-click on the page and click View page source or press CTRL + U.
baseNameby using the Find function (CTRL + F).
Check Your SSL Certificate
If you are a customer using the Kayako domain and sub-domain, then your helpdesk is currently protected by a wildcard SSL certificate. This certificate covers our domain www.kayako.com and any sub-domains we have www.[yourdomain].kayako.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:
Click the icon (padlock or info sign) before the URL in the address bar.
Review the certificate's validity from the General tab.
If the certificate is no longer valid, you will need to get a new SSL certificate and provide our support team a copy of it, so they can add it to the server where your OnDemand instance resides. To learn more about using an SSL certificate for custom domains, refer to Using Custom SSL Certificates for a Custom Domain.
If the certificate is still valid, check your computer's date and time.
Check Your Computer's Date and Time
Most sites use security certificates with expiration dates. Therefore, you must check your computer's date and time to ensure your certificate's validity. To check and adjust your computer's date and time, based on your computer's OS, refer to the Windows guide or Mac guide.
Check Mixed Content
If you have correctly implemented SSL on your website, then you will see a green padlock icon next to your website's URL in the browser address bar. On the other hand, if your HTTPs/SSL settings are not correctly set up, then you will see an info sign or a broken padlock icon in the address bar. This indicates that while your website is using an SSL certificate, some content on your website is still served from non-HTTPs URLs.
To diagnose mixed content on the page, press F12 on your keyboard. This brings up the developer console of your browser. In the console, search for
Mixed Content: The page at 'https://... as shown in the image below:
NOTE: This screenshot was taken using Google Chrome.
From the console, you will be able to identify the element that is causing the error. You may fix the content by making sure the element is served as HTTPS instead of HTTP. If you need assistance in fixing this issue, check with your administrator or contact our support team by clicking Submit a Ticket at the top of this page.
Outdated or Corrupted Browser
If none of the solutions above fixes the problem, your browser may need some maintenance. Browsing history contains records of web pages that you have visited in the past, and typically includes the name of the website as well as the corresponding URL. Other private data components, such as cache and cookies, are also saved. Sometimes clearing this browsing data can fix the "Your connection to this site is not secure" error.
The following links describe the process to clear your browser cache and cookies for popular browsers:
If the problem persists, try upgrading your browser to the latest version. You may search Google on procedures in upgrading your current browser.
Contact Kayako Support
If everything fails, please contact our support team by clicking Submit a Ticket at the top of this page.