In this document, we are going to demonstrate how to fix the "Connection Not Secure" error caused by the Let's Encrypt root certificate "Identrust-DST-Root-CA-x3" expiry.
The Let's Encrypt root certificate Identrust-DST-Root-CA-x3 is not valid after 30th September 2021. Users who use older versions of the operating system and browser will be facing a connection insecure error while accessing the Freshworks portal.
The easiest way to find out if one is affected or not is to visit this link -
If the page loads fine then the OS/browser supports the root certificate and nothing else needs to be done.
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 to upgrade to the latest OS.
Procedure to Add ISRG X1 root certificate:
If you are facing a "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 select Always Trust.
If your operating system is Windows XP < SP3 we request you to upgrade to the latest OS to access the portal using a secure connection.
Note: In order to use our portals securely, Freshworks recommends using Windows 7 or higher with Automatic Root Certificate Update enabled.