Knowledge Base

Problem

After updating the SSL/TLS certificate on the NoldusHub server, the web interface becomes inaccessible and browsers report that the site took too long to respond or cannot be reached.

Details

The error typically manifests as a connection timeout ('site can't be reached — server took too long to respond') immediately after a certificate replacement. The root cause is an incorrectly formatted, incomplete, or improperly installed certificate (e.g., missing intermediate chain, wrong file format, or certificate not bound to the correct port/service). Affects any NoldusHub version where the web server certificate is managed manually.

Solution

1. Verify that the new certificate file is valid: check that it is in the correct format (PEM or PFX as required by your web server), is not expired, and includes the full certificate chain (leaf + intermediates + root if required).
2. Confirm the certificate's Common Name (CN) or Subject Alternative Name (SAN) matches the hostname used to access NoldusHub (e.g., maestro.yourdomain.com).
3. Stop the NoldusHub web service before making certificate changes.
4. Replace the certificate and private key files in the location specified in the NoldusHub server configuration.
5. Ensure file permissions allow the web service account to read the certificate and key files.
6. Bind the certificate to the correct port (default HTTPS port 443) using your web server's configuration tool (e.g., IIS Site Bindings or the relevant config file for nginx/Apache).
7. Start the NoldusHub web service.
8. Test access in a browser; if issues persist, check the web server error logs for TLS handshake or binding errors.
9. If you are unsure about the correct procedure, follow the official Noldus certificate installation guide provided by support before applying changes.