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

Overview

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:

• HTTPS is not enabled on your Kayako URL
• Your SSL Certificate is invalid or has expired

To ensure that the information of users who visits your website is always safe, you need to enable HTTPS and install an SSL certificate for the domain. 

Troubleshooting Steps

A. 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:

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 HTTP (ex: HTTP://classichelp.kayako.com), this means that HTTPS is not yet enabled for your instance.

     • For Kayako Classic OnDemand, you need to contact the Support team by clicking the Submit a ticket button and mention in your ticket that HTTPS Forceful Redirection is needed for <the base URL>. The support agent will then send a request to the SaaS Ops team to convert your URL from HTTP to HTTPS.
     • For Kayako Classic Download, your server admin would need to install the certificates for Kayako on your server and change your Kayako base URL to HTTPS. For more information, check out the Adding or Updating Your SSL for Your Kayako Classic Download Instance section of the Adding or Updating SSL Certificates For Your Domain article.

   • If the baseName has HTTPS (ex: HTTPS://classichelp.kayako.com), then check the validity of your SSL certificate.

B. Check the Validity of Your SSL Certificate

Your Kayako Classic OnDemand instance is 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:

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

   

2. Click Certificate.

   

3. 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If the certificate is no longer valid, you will need to get a new SSL certificate and provide our support team a copy of it, so we can add it to the server where your OnDemand instance resides. To learn more about adding SSL certificates, refer to Adding or Updating SSL Certificates For Your Domain.

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