Why am I receiving connection is untrusted message on Firefox?

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  • Updated 5 years ago
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This has been occurring for two days now when I attempt to access my Exede Account Management: dashboard

This Connection is Untrusted

You have asked Firefox to connect securely to my.exede.net, but we can't confirm that your connection is secure.

Normally, when you try to connect securely, sites will present trusted identification to prove that you are going to the right place. However, this site's identity can't be verified.
What Should I Do?

If you usually connect to this site without problems, this error could mean that someone is trying to impersonate the site, and you shouldn't continue.

my.exede.net uses an invalid security certificate. The certificate is not trusted because the issuer certificate is unknown. (Error code: sec_error_unknown_issuer)

Hope someone can clarify for me. Thanks~
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R Frederick

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  • uncertain

Posted 5 years ago

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Old Labs (VS1-329-L12FZ)

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It appears that my.exede.net is using a new certificate issued just last week that is not issued by one of those in the Firefox trusted certificate authorities list yet. It does appear to be a valid certificate however. You can wait until Firefox adds it or go through a rather convoluted process when the warning is displayed:

  1. Click I understand the Risks
  2. Click Add Exception
  3. When the dialog is displayed Click View
  4. From Certificate Viewer Select the details tab
  5. Click Export to export the Entrust Certification Authority - L1K certificate and remember where you save it since it needs to be imported later.
  6. Close the certificate viewer
  7. Cancel the Add Security Exception dialog
  8. Select Tools, Options from the Firefox menu
  9. Select Advanced and then the Certificates Tab
  10. Click View Certificates
  11. From Certificate manager, select the Authorities tab
  12. Click Import
  13. Open the Entrust Certificate exported above
  14. Check the Trust this CA to identify websites checkbox
  15. Click OK, Click OK again, and click OK one more time
  16. Refresh the page and it should now be trusted.

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Exede Amber, Employee

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Hello R Fredrick, what Old Labs has stated above is very good information to try. In the mean time, I will be looking into this further for you. Once I have further information, I will let you know.
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Warren Smith

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I have tried this and get the following error when trying to import the certificate to the authorities tab:
"This is not a certificate authority certificate, so it can't be imported into the certificate authority lists."
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Old Labs (VS1-329-L12FZ)

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Exporting and importing certificates in Firefox can be a bit tricky. The following link is to my public OneDrive folder where you'll find a zip file called 'Entrust Certificate Install'. The zip file contains both the certificate in question and instructions for importing the certificate.         


As with anything downloaded from the internet, exercise due caution and read the instructions first since you don't know me from Adam.

Hope it helps.
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Rene Moreno

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Have an issue with your ISP

File a Formal Complaint with the FCC


New rules of Net Neutrality!!!!

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Old Labs (VS1-329-L12FZ)

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Have an issue with Firefox - https://support.mozilla.org/en-US/
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Exede Kimberly

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Hello Rene, I have reviewed and responded to your comments on Facebook
and look forward to helping you out of your DAP status. Look forward to
hearing from you.

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