Differences

This shows you the differences between two versions of the page.

--- kb:ssl_certificate_error [2018/06/20 11:31] – dstillman
+++ kb:ssl_certificate_error [2018/06/20 11:39] – dstillman
@@ Line 11: / Line 11: @@
   - If you get the same error after restarting, Zotero's network connection may be getting intercepted, possibly due to a proxy server on your network or security software or malware on your computer. View the [[site_certificate_info|certificate information]] for the affected domain in your browser, which may show you what is intercepting your connections.
     - If your browser shows the affected domain as validated by an expected entity (e.g., “GeoTrust Inc.”, “RapidSSL”, or "Amazon" for zotero.org), Zotero's network connection may be [[:kb/connection_error|configured differently]] from your browser's.
-    - If your browser shows the affected domain as verified by something else and you recognize the listed entity (e.g., the name of security software or your institution), take appropriate action. If you don't recognize it, try the following steps:
+    - If your browser shows the affected domain as verified by something else and you recognize the listed entity (e.g., the name of security software or your institution), take appropriate action:
+      * If you see security software listed, disable it, or disable its SSL/TLS/HTTPS-scanning feature.
+      * If you see your institution listed, your IT department is intercepting your traffic and has installed a "custom root certificate" in your browser. You can try following the [[cert_override|certificate override]] instructions for Zotero, but be aware that your connection to Zotero is being monitored by your institution.
+    - If you don't recognize the listed entity:
       * Check your system for malware.
-      * If you're using security software, try temporarily disabling it, or disable its SSL/TLS/HTTPS-scanning feature.
+      * If you're using any security software, try temporarily disabling it.
+      * If you're in an institutional environment, ask your IT department if they have installed a "custom root certificate" in your browser. If so, you can try following the [[cert_override|certificate override]] instructions for Zotero, but be aware that your connection to Zotero is being monitored by your institution.
       * If you're using a laptop, try syncing from a different network.
-      * If you're in an institutional environment, ask your network administrator if they have installed a "custom root certificate" in your browser. If so, you can try following the [[cert_override|certificate override]] instructions for Zotero, but be aware that your connection to Zotero is being monitored by your institution.
       * In rare circumstances, reinstalling Zotero may help.
 {{tag>kb sync}}