Applies to: WAVE

Issue Summary

In some instances, the Windows platform may have fewer built-in Trusted RootCA certificates installed, particularly on a version with strict security control, such as Windows Server 2019. 

• The lack of required certificates may result in an incomplete trust chain, so the SSL validation process may fail when communicating with the WAVE Sync service.
• The server appears as offline or server unreachable in the WAVE Sync Portal.

Resolution

To verify if you have the necessary certificates:

1. Click on Windows Start.
    
2. Type certmgr.msc
    
3. Click on Trusted Root Certificate Authorities.
    
4. Click on Certificates.
    
5. Verify that the Starfield Root Certificate Authority - G2, Amazon Root CA, 1ISRG Root X1, and Starfield Class 2 Certification Authority are present.

 If the certificates are missing: 

1. Download the CRT files at the bottom of this article.
    
2. Double-click on one of the CRT files.
   
   
    
3. Repeat these steps for the second certificate.
    
4. Click Install Certificate.  
   
   
    
5.  Select Local Machine.
   
   
    
6. Choose Place all certificates in the following store
    
7. Select Trusted Root Certification Authorities > OK.
   
   
    
8. Click Windows Start.
    
9. Type Services.msc
    
10. Locate the Hanwha-Mediaserver service.
     
11. Right-click on the service.
     
12. Select Restart.