Certinext Frequently Asked Questions and Known Issues

Certinext Frequently Asked Questions:

• Q: Will my Sectigo Certificates expire when the service switches to Certinext?
  • A: No, all certificates will be valid for the full lifespan they were given at issuance
• Q: If I have an issue, how do I get support?
  • A: Take a look through our KB docs here: https://kb.wisc.edu/sslservercerts/, but if you do not find an answer, please contact us at: servercertificates@doit.wisc.edu
• Q: Will I get an email with my certificate attached?
  • A: There are 2 emails: the 1st of which confirms that the order was placed successfully, the 2nd will contain a link to a page you can download the certificate once it has been issued.
• Q: I got the 1st email confirming the order, but I never got the 2nd email - what do I do?
  • A: If you have a simple request (just 1 domain name), it commonly will issue within a few minutes. If you have something more complicated like multiple domains or wildcards, it may take up to 2 hours. If you do not get a certificate download email after 2 hours, please contact us at servercertificates@doit.wisc.edu

Known Issues:

1. Certificates with 1 domain issue the fastest in just a few minutes, Certs with more than 1 domain or wildcards take up to 2 hours, or Never (see next)
2. Some cert requests never correctly issue automatically, unless you visit the Track Order page. We believe this has something to do with DCV, but not always.
3. The Cert Download page says "Phil Jochimsen, here's your Certificate", regardless of who requests the cert, because the API is ignoring the Requestor field we are passing them

Note: We've filed support requests with InCommon and/or Certinext to get these issues resolved. As none of these are showstoppers (just inaccurate or inconvenient), and knowing that hundreds of other Universities are switching over this week as well, it may take some time for these issues to be resolved.