Trusted Certificates Update

[Burdarper]

Hello everybody,

since last version a lot of users are reporting a strange pop up, asking for downloading trusted certificates.

On top of that, if the user klicks "yes" it seems to fail quite sometimes ( still waiting for more user-feedback )
[Licensed version 75K]>
Please see attached images.

-> Could you please tell me what this is about ?

Thanks in advance

Greetings

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[Daniel - PDF-XChange]

Hello, Burdarper

Thank you for the report - I have raised this topic with our Dev team for review, as well as our Web team since there could be a relation on their end.

It may help if you could provide the public IP address of an affected device, so we can check the logs of your connection at the time this happens. As that information should generally not be shared on a public forum, can you please Email us via <Support@PDF-XChange.com> with a link to this forum topic and "ATTN:DAN - Trusted Cert download fails" as the subject line.

Kind regards,

[Burdarper]

Hello Dan,

thanks for the reply.
I sent an email as requested.

Hoewever could you please also answer my other questions ?

So why is this pop-up appearing now and why is it asking users to initiate a download?

This is unsettling our users a lot tbh.

Greetings

[Daniel - PDF-XChange]

Hello, Burdarper

When the 10.7 release, we moved to a more modern certificate handling method - relying heavily on the windows certificate store for validation an the like. When we did so, it came to light that windows does not natively have definitions for many of the most commonly used root certificates, which would result in our Validation showing an "unknown" validity state. (This is the same state which Acrobat and other software using the same validation methods would meet)

These definitions are intended to reduce the frequency with which these unknown states are presented, by offering an up to date list of trusted root certificates. Such as "Identrust" based certificates.

Also, regarding the error, I still cannot reproduce this on my end, but we do now have a ticket for the issue:
RT#7721: Bug: Trusted Cert update fails

Kind regards,

[Burdarper]

Hello Daniel,

as already mentioned I wrote the mail as requested on the 13. of January but did not get any reaction.


Current scenario for affected locations : (outbound IP mentioned in the mail, -I´m lacking access to the ticket) :

1. all devices are affected everytime they attempt to use the electronic signature feature in PDF-Xchange

2. everytime they click "yes" in the pop up the error occurs

3. clicking "No" prevents the error from occuring which then allows the electronic signature feature to function properly

4. Using the latest version 10.8.2.407 does not change this behaviour


Hoping for a quick reply. Its roughly about 1000+ users affected.

[Sean - PDF-XChange]

Hi Burdarper,

I have asked the team if they can raise the priority on this issue, as so many of your users are affected. They will get back to us on this issue later today (they are on PST time).

Kind regards,

[Daniel - PDF-XChange]

Hello again!

Hoping for a quick reply. Its roughly about 1000+ users affected.

I wanted to let you know that I wrote another email requesting a quick test. We are working on a solution here, and just need to get a full picture of what is happening on your end. If you can please test the items there, and reply by email, I will make sure the Dev team sees it as soon as possible.

If all goes well, 10.8.3 should include a fix for this issue, which we hope to release in the next few weeks.

Kind regards,