Due to a recent update by Letsencrypt, their root certificate Identrust-DST-Root-CA-x3 will not be valid from 30th September 2021. If you are using a custom domain for your accounts, your users on older OS/browser versions might face connection issues.
What you need to do:
Check if you are impacted: Find out if you are impacted using the link here. If the page loads without any issues, then no action is expected from you. If not, you will have to update your OS / Browser versions based on the requirements listed below.
Update your OS/Browser versions if you are impacted: You will see a "Connection Not Secured" error caused by the Let'sEncrypt root certificate "Identrust-DST-Root-CA-x3" expiry if you do not update your browsers / OS.
The following table lists the affected OS and browser combinations, along with possible solutions.
FOR MAC OS
Note: If your operating system is MACOS < 10.9 (Mavericks), we request you upgrade to the latest OS.
Procedure to Add ISRG X1 root certificate:
If you face the "Your connection is not private" error while accessing the portals, here is what you have to do.
Visit the Let's encrypt home site and download the ACTIVE version of the ISRG Root X1 Certificate. (Pem format)
After you download the certificate, go to the keychain Access
Select File > Import Items. Navigate to the file downloaded. Select System as "Destination Keychain."
Enter password where-ever prompted.
Logoff to take effect.
On some Mac OS versions, you need to do the following:
Right-click on the certificate in Keychain Access and select Get Info
Expand the Trust section
Under When using this certificate, choose Always Trust.
If your operating system is Windows XP < SP3, upgrade to the latest OS to access the portal using a secure connection.
Note: Freshservice recommends using Windows 7 or higher with Automatic Root Certificate Update enabled to use our portals securely.