How do I troubleshoot my SSL?

Some troubleshooting options to help you with your SSL.
SSL browser padlock showing an error or not showing

If you have had an SSL certificate installed on your website, but when visiting it via https, your browser does not display the SSL padlock it usually does, there are a few possible explanations. You can also visit Why No Padlock to see more details on your SSL They are outlined below.

Insecure items exist on your page

The primary cause for the SSL padlock not appearing when browsing a secure website is that insecure items are embedded on the page. For example, some images are embedded on the page using an absolute URL such as http://www.your-domain.tld/image.jpg, rather than a relative URL such as /image.jpg. Because an absolute URL is used, even when the page is loaded via https, the embedded images are loaded via a regular non-secure http connection. This causes the browser to throw an error or warning that some content on the site is not secure.

To fix this, you can view the source code of your website and perform a search for any references to http://www.your-domain.tld. Once found, you can open your original file and make the appropriate updates to secure the page completely when loaded via https.

Outdated browser

Some older browsers don't include the information required to recognise some newer SSL certificates. Make sure your web browser is up to date, then re-visit the website via https to check if the cause of the problem was your outdated browser.

Page not loading, error messages showing

If the browser isn't able to detect an SSL certificate on the website it is visiting, any https requests to the site will result in an error message. This message may differ depending on the browser you use, but the message is the same: the page can't be loaded securely. To check if an SSL certificate is installed on the website you are visiting you may use an online SSL checker. The SSL checker can scan the website you are visiting and provide you with information about the server and SSL certificate in use. If the certificate is not properly installed on the server or has expired, the SSL checker will be able to advise you of this.

Be aware that unless a wildcard SSL is used, SSL certificates are purchased for specific hostnames. So an SSL certificate purchased and installed for www.your-domain.tld will not allow visitors to securely visit a sub-domain such as shop.your-domain.tld.

Besides double checking the issues you are experiencing by using an online SSL checker, it's best to inform our support staff of your issue so that they can investigate the problem further.
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