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SSL error while accessing Remotix servers

Starting with September 30 2021 some older Remotix apps might become unable to connect to Remotix Cloud servers with an error “SSL error while accessing Remotix Cloud servers. Please check again later”.

The reason behind it is that the old Let’s Encrypt certificate on which we relied in the older versions of our apps has expired: DST Root CA X3 Expiration (September 2021). The newer operating systems update the root certificate timely, but the older ones don’t. Back in time, we put the intermediate certificate into our apps– so now they don’t work as the root one isn’t valid anymore.

We heartily welcome the users of Mac App Store version of Remotix to upgrade to the latest version available.

If you still need remote access to older operating systems– like macOS Yosemite or similar– you may need a fix for the obsolete solution. To make your OS trust the remotix.com TLS certificate, you’ll need to get a new Let’s Encrypt root certificate and import it to your OS. Here it is the step-by-step guide on how to do it:

  1. Visit Chain of Trust – Let’s Encrypt (letsencrypt.org).
  2. Find and download the Self-signed and the Cross-signed by DST Root CA X3 ISRG Root X1 certificates (.pem).
  3. On macOS, navigate to Finder > Applications > Utilities > Keychain Access. 
  4. Select “System” in the left-hand column. 
  5. Open “File > Import Items” and import the certificate files into the “System” keychain. 
  6. Double-click an imported certificate.
  7. Expand the “Trust” section.
  8. Set all options to “Always Trust”.
  9. Close the certificate’s window to save (provide the administrator password if needed).
  10. Repeat this with the second certificate and make sure that both certificates are marked as trusted.
  11. Turn the Agent off and back on.

For Windows users instruction is the following:

  1. Go to Chain of Trust – Let’s Encrypt (letsencrypt.org).
  2. Find and download the Self-signed and the Cross-signed by DST Root CA X3 ISRG Root X1 certificates (.der).
  3. Open the downloaded file. In the appeared window, click “Install certificate”.
    Please check the dates of the certificate before the installation (should be valid).
  4. Choose if you want to install the certificate for the current user only or for all users on the computer.
  5. Click “Next”.
  6. Choose “Place all certificates in the following store” and click “Browse”.
  7. Choose “Trusted Root Certification Authorities” storage and click “OK” to confirm.
  8. Click on “Next”, then “Finish”. If warned, confirm that you want to install the certificate.
  9. Close the certificate’s window.
  10. Repeat this with the second certificate.
  11. Turn the Agent off and back on.

This should make your Remotix Agent able to connect to the Cloud again. If it doesn’t help, please feel free to contact our support.