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Android devices having issues with certificate install during onboarding using the Cloudpath app

Aparnav17
Internal Employee

Hello Everyone, 

Issue :  Cloudpath app on Android devices popping the following error: "Use of the Cloudpath app requires that your organization has a proper server." during onboarding

Symptom: 

  • Android devices could not download the Cloudpath certificate install file when onboarding.  
  • The Cloudpath app shows the error message: "Use of the Cloudpath app requires that your organization has a proper server."
  • Other devices like eg Windows PCs, MacBooks, iPhones, etc could download the Cloudpath certificate install file when onboarding 

Root Cause :

  • The Android OS is very particular about the full chain on certificates
  • If the full chain ( Root CA and Intermediate CAs) is not present, the android devices will not trust the web server certificate of Cloudpath

Troubleshooting: 

  • Log into the CP via SSH and executed the following:

ssh into cp
#console
#cd /etc/pki/tls/cert
#vi ca_intermediate.cert

  • We could only find one certificate under this file and it would be the intermediate ca
  • The root CA is missing and the Android OS is very particular about the full chain
  • If the full chain is not present, the android devices will not trust the certificate and that is why we are seeing the issue only on Android devices

Resolution: 

  • Re-upload the certificates with full chain under web server in the crt format
Aparna Vijayan
0 REPLIES 0