Issue Owner: Brandon Elliott

Issue: Gets "Page Cannot be Displayed" AFTER Prompted for Certificate

Reason: Researching...

Solution: Researching...

Cust1 was unavailable in meetings for the rest of the day by the time I had further steps to take.

So, tomorrow morning, I will take the following troubleshooting steps:

1) IE7 - request a new certificate but request using 1024-bit encryption. Close and re-open the browser. Can she access the site w/ cert now? Be sure to view the certificate to ensure you are using the 1024-bit one OR delete the original one before getting the 1024-bit version.

RESULT: The key length is only an option in IE when clicking 'More Options' and then '%Advanced Request%' --which is the same as the main option initially. Furthermore, the default for IE browsers is 1024-bit. So, this is not an issue -unless requesting 2048-bit in IE7 might make a difference (since 2048-bit in Firefox seems to work).

2) IE7 - Go to Tools -> Internet Options -> Advanced -> Remove the check from "Disable script debugging (Internet Explorer)"... Close and re-open the browser. Try again and see if we get script errors that help to identify the problem.

RESULT: No error was displayed, no lock icon was shown in the status bar, and no error prompt was displayed in the status bar.

3) IE7 - Is it ok to reset to defaults? If so, let's do that, close the browser, open a new one, and try again. If not ok, ask what specific settings they require (that might be causing issues).

RESULT: It was ok to reset the browser to defaults, but it turned out that the browser was already at defaults (Medium-high and Medium). So, nothing new to test there.

4) FF - request a certificate via Firefox browser. If successful, can she access the site w/ that cert?

RESULT: We were able to successfully request, install, and use a certificate requested via Firefox browser. This defines the problem as an Internet Explorer only issue. Carol has a work-around now, but we may find that others have this same "Page Cannot be Displayed" error after successfully installing a certificate.

Status: On-Hold

Since this is an Internet Explorer only issue, we will have to wait for a fix from Microsoft. This is possible because Firefox can be used as an alternative work-around method for the few that encounter this problem.

I also am receiving the same issue from multiple PCs. However, the Firefox workaround is not working for us. In fact, I have tested the site on IE7, FF3, and Opera 9.50 and receive the same response from each after accepting the certificate:

The page requires a client certificate
The page you are attempting to access requires your browser to have a Secure Sockets Layer (SSL) client certificate that the Web server will recognize. The client certificate is used for identifying you as a valid user of the resource.

Please try the following:
Contact the Web site administrator if you believe you should be able to view this directory or page without a client certificate, or to obtain a client certificate.
If you already have a client certificate, use your Web browser's security features to ensure that your client certificate is installed properly. (Some Web browsers refer to client certificates as browser or personal certificates.)
HTTP Error 403.7 - Forbidden: SSL client certificate is required.
Internet Information Services (IIS)

Technical Information (for support personnel)
Go to Microsoft Product Support Services and perform a title search for the words HTTP and 403.
Open IIS Help, which is accessible in IIS Manager (inetmgr), and search for topics titled About Certificates, Using Certificate Trust Lists, Enabling Client Certificates, and About Custom Error Messages.