Applies to Models: Wave
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.
Explanation of behavior:
- 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 will appear as offline or server unreachable in the Wave Sync Portal
Resolution:
- To verify if you have the necessary certificates, click on the Windows Start button
- Type certmgr.msc
- Click on Trusted Root Certificate Authorities
- Click on Certificates
- Verify that the Starfield Root Certificate Authority - G2 and Starfield Class 2 Certification Authority are present. If they are missing, follow the steps below (Figure 1)
Figure 1
- Download the CRT files attached to this article
- Double-click on one of the CRT files
Note: You will have to repeat these steps for the second certificate
- Click Install Certificate
Figure 2
- Select Local Machine
Figure 3
- Choose Place all certificates in the following store
- Select Trusted Root Certification Authorities
- Select OK
Figure 4
- Click the Windows Start button
- Type Services.msc
- Find the Hanwha-Mediaserver service
- Highlight the service
- Right-Click on the service
- Select Restart