EMS: Certificate Errors when Starting EMS

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Notes:

  1. These instructions are for a PC laptop specifically. The process is slightly different when using a Mac, and we will document that process soon.

  2. EMS does not work on Firefox browsers. This is a bug, and will be fixed. For now, Chrome is best, followed by Edge. Update as of 8/2021: Though not officially supported yet, Firefox appears to work well with EMS. Firefox has not been extensively tested, so your experience may vary.

SYMPTOM:

When you attempt to log into EMS, you are presented with an error similar to the image below:

https://lh6.googleusercontent.com/sNQXEQ_ic76Elrxqmc5sKM2bJA_4Bdboxx2G2qs_7VyZ-z7OWJQ8gJgzfEI2y2jIk0JdnBYyl8wFit7LSmXUOXhzNyDNZNb0UOfLpiOMrymBU5xmr4dUEo59pxH9gla2xqhrGqS4

Look closely at the smaller window, and in the Subject column, you will note a Certificate referenced. In the example, the Certificate begins with: 6c6863a2-
https://lh4.googleusercontent.com/xgoqYEgsixaTzHMaAeYE7GFXUKATR8OMekwTkjwnU1I5l2-Moe5tUs4WzW4ylfH9y34d-YA8SJkkaNb4O9J0fiGb524wiNpHTpROhxeejmNMTj41NH52ISTSjJrUdNcaWzafQGlt

The number displayed in the pop-up message on your screen will be different. Make a note of the first 4-6 characters, as we will need to delete the certificate that begins with those characters in the next steps.

 

Solution:

  1. Close or Cancel all message boxes, and close the browser tab you opened when trying to load EMS.

  2. Open a new tab in Chrome, and enter the address: chrome://settings/ in the address bar. (The same place you would enter www.champlain.edu if you were trying to get to the Champlain College website)

  3. Scroll to the bottom of the settings page, click on the drop-down arrow next to the word Advanced 

  4. Click “Manage Certificates”

     

The “Certificates” window will open on the “Personal” tab as shown below:

  1. Within the window that opens on your screen, you may see 1, 2, or 3 instances of the certificate number you noted above. There are too many variations to show a picture for each, but the illustration above will guide you where to look.

  2. For each instance of the certificate, right-click on the certificate, and delete it. Repeat this step until there are no more instances. Be careful to avoid deleting other certificates from this window.

  3. Close the window, and then completely close all Chrome Browser windows.

  4. Re-start Chrome, and re-open the EMS application. If you are prompted to accept a certificate, accept it.

  5. EMS should open normally. It is only necessary to perform these steps one time for any given machine. If the error persists, you may have other, more complex problems. You may submit a support request here

Details

Article ID: 123
Created
Wed 8/11/21 3:17 PM
Modified
Wed 9/29/21 4:04 PM