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Please wait while we find an agent to assist you...
You have been connected to Jakob.
Jakob: Hi there, how may I assist you today?
Ahsan Jawad: Hi Jakob
Ahsan Jawad: I am trying to upload ssl ev certificate to server but in all the h
elp method it is fail
Ahsan Jawad: tell me now what next
Ahsan Jawad: we have replaced the certificate
Ahsan Jawad: got the new certificate
Ahsan Jawad: when uploading same error message
Jakob: What is the exact error message you receive+
Ahsan Jawad: Cert Enroll:: CX509Enrollment::P_Install Response:ASN 1 bad tag val
ue met.
Ahsan Jawad: are you there
Jakob: Please review these instructions: https://search.thawte.com/support/ssl-d
igital-certificates/index?page=content&id=SO21490
Ahsan Jawad: I have gone through but same result
Jakob: What server software are you using?
Ahsan Jawad: Windows
Ahsan Jawad: II S 7
Ahsan Jawad: Can I have a word with John
Ahsan Jawad: as I was talking to him
Jakob: Let me check if he is available. One moment please.
Ahsan Jawad: sure
Jakob: John is unavailable at the moment.
Jakob: I would like to remote to your screen, if that is OK. We can have a look
at this issue together.
Jakob: If it is OK, please go to www.join.me and start a meeting.
Jakob: This will provide you with a 9 digit code that I need to connect.
Ahsan Jawad: okay one sec
Ahsan Jawad: I am downloading
Jakob: Great.
Jakob: Also, what is the correct order number, please?
Jakob: I cannot look up the one you provided
Jakob: This session has been idle for a few minutes. Do you still need me to kee
p this chat conversation open for you?
Ahsan Jawad: code: 799-994-352
Jakob: Before I connect, please either provide me with the correct order number
so I can look up the details.
Ahsan Jawad: Order Number : AELORDX5
Jakob: OK, I am connected.
Jakob: Please show me the steps
Jakob: That produce the error
Jakob: Okay, instead please try and open the MMC
Ahsan Jawad: this is the first error
Jakob: Rightclick the certificates folder and import the certificate you were tr
ying to complete request with in IIS
Jakob: Now go to the Certificates folder
Jakob: in MMC
Jakob: Open it please
Ahsan Jawad: what is next
Jakob: Doubleclick the bottom cert
Jakob: We need to restore the Private Key as it is missing
Jakob: certutil -repairstore my "Thumbprint"
Jakob: You can copy paste the Thumbprint
Jakob: Just copy it and rightclick the command prompt and select paste
Jakob: You need to be logged in as administrator
Jakob: You do not have the right privileges
Ahsan Jawad: I am loged in as admin
Ahsan Jawad: ok fine
Jakob: When did you generate the Reissue CSR?
Ahsan Jawad: 4 days back
Jakob: The Private Key seems to be lost. This can be caused by a number of reaso
ns. But particularly if any changes whatsoever have been done to the machine/ser
ver in the mean time. Like updates or alike.
Ahsan Jawad: This is newly generate certificate and no change on machin / server
after that
Ahsan Jawad: no update etc....
Jakob: I cannot tell you what happened. All I can conclude is that the Private K
ey has been lost
Jakob: Which means you must Reissue the certificate again
Ahsan Jawad: I have recently re-issue certificate again
Ahsan Jawad: 4 days back
Ahsan Jawad: is it really right privilegs issue? what you think ?
Jakob: No, sorry, I should have mentioned that. It is not a rights issue. That w
as my first thought, but looking at the error, it is stating that there are no r
ecords of the corresponding Private Key for that specific certificate
Jakob: So for some reason, the Private Key is gone.
Ahsan Jawad: can you see my secreen ?
Jakob: Yes
Jakob: Oh, you are using Plesk?
Ahsan Jawad: yes
Jakob: That was a very crucial missing piece of information.
Jakob: So the Private Key will most likely be in there.
Jakob: So you must install the certificate into Plesk.
Ahsan Jawad: how to install
Jakob: Please follow these instructions: https://search.thawte.com/support/ssl-d
igital-certificates/index?page=content&id=SO18015
Jakob: Follow the instructions
Ahsan Jawad: okay let me see
Ahsan Jawad: We follow same steps and got following error: "Unable to set the ce
rtificate: Invalid certificate format."
Jakob: Plesk will not accept PKCS7 format. You must use x509 format
Jakob: -----BEGIN CERTIFICATE-----
MIIFXDCCBESgAwIBAgIQHCb2KxhxeUueMhj7YpqlBzANBgkqhkiG9w0BAQUFADCB
izELMAkGA1UEBhMCVVMxFTATBgNVBAoTDHRoYXd0ZSwgSW5jLjE5MDcGA1UECxMw
VGVybXMgb2YgdXNlIGF0IGh0dHBzOi8vd3d3LnRoYXd0ZS5jb20vY3BzIChjKTA2
MSowKAYDVQQDEyF0aGF3dGUgRXh0ZW5kZWQgVmFsaWRhdGlvbiBTU0wgQ0EwHhcN
MTQwNTE5MDAwMDAwWhcNMTQxMjIzMjM1OTU5WjCB1jETMBEGCysGAQQBgjc8AgED
EwJBRTEWMBQGCysGAQQBgjc8AgECEwVEdWJhaTEYMBYGA1UEChQPTE9SRCBQT1JU
QUwgSkxUMQswCQYDVQQGEwJBRTEOMAwGA1UECBMFRHViYWkxDjAMBgNVBAcUBUR1
YmFpMR0wGwYDVQQPExRQcml2YXRlIE9yZ2FuaXphdGlvbjESMBAGA1UEBRMJSkxU
LTY3NjcyMQ8wDQYDVQQLFAZUcmF2ZWwxHDAaBgNVBAMUE3d3dy5ib29raW5nbG9y
ZC5jb20wggEiMA0GCSqGSIb3DQEBAQUAA4IBDwAwggEKAoIBAQC69eQ00VKZOW6P
foWMgN9LTRIZ+VYGiLbPNftU+fx+FS1vzHWRFs1yvtTD6tLy5AyOMHZORDOXcyO7
I9j3TWM7pIs7qMfhzGlzn29tGZPSyg9d5zMAWjtvjlhpe4RHj88OSIwxPTl52p60
e0N/7Uu9NjBCLwe7Amu+vRFgSz8htKP3ekWwqZiVg2w3NGG9O8+UcBVb35UJpfSy
+lI9+VX8hS/2uadeIw+OSks7bPmV22JjMhSxdLQhL9UhPTaHjb++SIk3qQYx4WuY
01NdbQSYgp3Ze0Eyos21J67tZFqvZKQgO423vjzoVLt9qKZebLKNec3XvV3fcbAb
qjYoaLc/AgMBAAGjggFtMIIBaTAeBgNVHREEFzAVghN3d3cuYm9va2luZ2xvcmQu
Y29tMAkGA1UdEwQCMAAwDgYDVR0PAQH/BAQDAgWgMCsGA1UdHwQkMCIwIKAeoByG
Gmh0dHA6Ly90YS5zeW1jYi5jb20vdGEuY3JsMGYGA1UdIARfMF0wWwYLYIZIAYb4
RQEHMAEwTDAjBggrBgEFBQcCARYXaHR0cHM6Ly9kLnN5bWNiLmNvbS9jcHMwJQYI
KwYBBQUHAgIwGRYXaHR0cHM6Ly9kLnN5bWNiLmNvbS9ycGEwHQYDVR0lBBYwFAYI
KwYBBQUHAwEGCCsGAQUFBwMCMB8GA1UdIwQYMBaAFM0y4vJdJUcCqo95SzLuA5n9
MEnRMFcGCCsGAQUFBwEBBEswSTAfBggrBgEFBQcwAYYTaHR0cDovL3RhLnN5bWNk
LmNvbTAmBggrBgEFBQcwAoYaaHR0cDovL3RhLnN5bWNiLmNvbS90YS5jcnQwDQYJ
KoZIhvcNAQEFBQADggEBAANF3P67sE5SnIwtJYQ9SU1lqeZq0iQIrTDHUbyhrMMk
7j9XjHe8MotNBq4OnSy2uqLXzbXgZWSUtLDL2286U6VlvF/wATi685ZCp+y3D9bd
JTJBn5+FulN22YY0J7pURoDNhX6g6996lV7/xGQI4ECU81IEQ2dzCf4G4/Z+O5CK
9xH0RiIZDKW7Ovrys7wY8yEIPrK2Fc3j0AAb8r9rRcC6U99mvirvHYF5f2CPmsO1
9DqHoEReyTFOzZjq108HAZ8yjfiZiJkuSArEcfKAe4FuKChynV6fLtdrzFjtjPwy
AAIkP5XZEPtgljBfet0i2hzSIfMHdTNn3qIy+l5rrcM=
-----END CERTIFICATE-----
Jakob: Put this into the certificate field
Jakob: And in the CA certificate field, you must put in the following:
Jakob: -----BEGIN CERTIFICATE-----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==
-----END CERTIFICATE-----
-----BEGIN CERTIFICATE-----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L5HMfHFyHMXAZ+sy/cmSXJTahcCbv1N9Kwn0jJ2RH5dqUsveCTakd9h7h1BE1T5u
KWn7OUkmHgmlgHtALevoJ4XJ/mH9fuZ8lx3VnQIDAQABo4HCMIG/MA8GA1UdEwEB
/wQFMAMBAf8wOwYDVR0gBDQwMjAwBgRVHSAAMCgwJgYIKwYBBQUHAgEWGmh0dHBz
Oi8vd3d3LnRoYXd0ZS5jb20vY3BzMA4GA1UdDwEB/wQEAwIBBjAdBgNVHQ4EFgQU
e1tFz6/Oy3r9MZIaarbzRutXSFAwQAYDVR0fBDkwNzA1oDOgMYYvaHR0cDovL2Ny
bC50aGF3dGUuY29tL1RoYXd0ZVByZW1pdW1TZXJ2ZXJDQS5jcmwwDQYJKoZIhvcN
AQEFBQADgYEAhKhMyT4qvJrizI8LsiV3xGGJiWNa1KMVQNT7Xj+0Q+pjFytrmXSe
Cajd1FYVLnp5MV9jllMbNNkV6k9tcMq+9oKp7dqFd8x2HGqBCiHYQZl/Xi6Cweiq
95OBBaqStB+3msAHF/XLxrRMDtdW3HEgdDjWdMbWj2uvi42gbCkLYeA=
-----END CERTIFICATE-----
Ahsan Jawad: Thank you very much
Ahsan Jawad: its done
Jakob: You must restart the services
Jakob: For the changes to take effect
Ahsan Jawad: ok
Ahsan Jawad: let me check
Jakob: I still see the old certificate active on the website
Jakob: In Plesk, go to Websites & Domains
Jakob: Select the SSL certificate from the Certificate menu.
Jakob: Select the SSL support check box and click OK.
Ahsan Jawad: ok let me do
Jakob: Go back to Domains
Ahsan Jawad: then
Jakob: You must somehow activate the newly installed certificate for the site
Jakob: Click the domain
Jakob: Secure your site
Ahsan Jawad: next
Jakob: Read the text above Add SSL Certificate | View Certificate
Jakob: After adding an SSL Certificate.....
Ahsan Jawad: ok
Jakob: Do you have a shared ip or a dedicated ip?
Ahsan Jawad: dedicated
Jakob: Okay good.
Ahsan Jawad: you there ?
Jakob: Yes
Ahsan Jawad: you have an idea how to ?
Ahsan Jawad: do
Jakob: I am no Plesk expert, but it seems to me that the option to enable SSL is
missing
Jakob: Does the website have the dedicated IP assigned?
Jakob: If not, then the enable SSL option will not be available.
Jakob: Don't select that certificate
Jakob: That is an Intermediate
Ahsan Jawad: yes dedicated ip assigned
Ahsan Jawad: ok
Jakob: What is the dedicated IP address?
Ahsan Jawad: 111.118.187.227
Jakob: Okay, that IP has a PTR record of mail.bookinglord.com
Jakob: It should be directing to just www.bookinglord.com correct?
Ahsan Jawad: yes
Jakob: Okay, then you must correct your DNS records
Ahsan Jawad: ok, let me check
Jakob: I suggest you look into that and once corrected, you try to assign the ce
rtificate. I it does not work, then you are most welcome to start a new chat and
ask for me by name.
Jakob: We cannot provide support on DNS issues
Ahsan Jawad: ok thank you very much
Ahsan Jawad: bye
Jakob: Hold on
Jakob: Just want to check something quick
Jakob: Go to server management
Ahsan Jawad: ok
Jakob: > Tools and settings
Jakob: Left hand side
Ahsan Jawad: where is server management ?
Jakob: Look in the menu on the left
Jakob: Tools & Settings
Jakob: Click there
Jakob: Its in Plesk
Jakob: Go to services management
Ahsan Jawad: then?
Jakob: There are no IIS in here
Jakob: You are using Apache Tomcat
Jakob: The certificate must be installed there
Ahsan Jawad: but my website is viewing at IIS
Ahsan Jawad: then how is managed from IIS
Ahsan Jawad: if the website is not using it?
Jakob: Is Plesk running on a Windows or Linux machine? Where is it installed?
Ahsan Jawad: it is running at Windows server 2008
Jakob: Okay, why is the web service listed as Apache Tomcat and not IIS?
Ahsan Jawad: i don't know, because I am not expert of plesk
Jakob: Okay, I am no expert either, so this is a bit beyond my expertise
Ahsan Jawad: I think I need an plesk expert
Jakob: I think that is a good idea.
Ahsan Jawad: may be my plesk is not configured well
Ahsan Jawad: if I install certificate for Apache tomcat then what would be the p
rocess
Ahsan Jawad: ?
Ahsan Jawad: can you guide me ?
Jakob: Lets start over
Jakob: Please go to the certificates section in Plesk
Ahsan Jawad: ok
Ahsan Jawad: then ?
Jakob: One sec
Jakob: Go back to Websites & Domains
Jakob: And click on the website
Ahsan Jawad: okay
Ahsan Jawad: next?
Jakob: Scroll down
Jakob: All the way down
Ahsan Jawad: next?
Jakob: Scroll all the way up
Ahsan Jawad: okay
Jakob: To the right of bookinglord.com
Jakob: Click Hosting Settings
Jakob: Select the certificate from the dropdown box
Jakob: In security
Ahsan Jawad: I have selected second certificate option from dropdown
Jakob: Okay, now restart the services
Ahsan Jawad: how to restart ?
Ahsan Jawad: just close and re-open ?
Jakob: Plesk was running on IIS, right?
Jakob: So you must restart IIS
Ahsan Jawad: ok i am restarting iis
Jakob: The installation was successful. I see the correct certificate on the web
site
Jakob: Finally. :-)
Ahsan Jawad: ohh thanks
Ahsan Jawad: yes i think it is installed
Jakob: You're most welcome.
Jakob: You can verify the installation here: https://ssltools.thawte.com/checker
/views/certCheck.jsp
Jakob: I disconnected from your screen.
Ahsan Jawad: ok thank you very much for your time
Ahsan Jawad: and effort
Jakob: You're most welcome.
Feel free to let my manager know how your support experience was by sending an e
-mail to ts_manager@thawte.com :-)
Jakob: Thank you for visiting. Have a great day.
Ahsan Jawad: ok ofcourse
Ahsan Jawad: bye
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