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Error: "Network error: Please check your internet connection. SSL handshake failed" - PIX4Dmapper

This article explains the cause and the solutions to a Network error in PIX4Dmapper.

 

IN THIS ARTICLE:

Error
Description
Cause
Solution

Error

Error: "Network error: Please check your internet connection. SSL handshake failed".

Description

Error when logging in to PIX4Dmapper.

Cause

There might be the following causes:

  1. A very powerful firewall that does deep packet inspection.
  2. The root and/or intermediate SSL certificates are not installed on the local machine.

Solution

A very powerful firewall that does deep packet inspection

Contact the System Administrator to allow an exception to fix the issue.

The root and/or intermediate SSL certificates are not installed on the local machine

  1. Visit cloud.pix4d.com using the credentials of the Pix4D account with Internet Explorer to install the root and intermediate certificates.

  2. Restart the computer.

  3. Launch PIX4Dmapper.

If this does not solve the issue, install the certificates manually:

  1. Download and Install the certificates files (root and intermediate):

    1. Save in the computer the attached files in the article: pix4d_intermediate.crt and pix4d_root.cer.
    2. Double-click on the pix4d_intermediate.crt and follow the wizard to install locally the certificate:
      1. In the General Tab, Click Install Certificate...
      2. As store location select: Current User and click Next.
      3. Ensure that "Automatically select the certificate store based on the type of certificate" is selected and click Next.
      4. Click Finish.
      5. The following message will appear: "The import was successful.".
    3. Double-click on the pix4d_root.cer and follow the wizard to install locally the certificate (see instructions above 1.b.i to 1.b.v).
    4. Restart the computer.
    5. Install PIX4Dmapper.chrome://settings/security
  2. Confirm that the certificates have been successfully installed:
    1. Open the preferred browser.
    2. Navigate to the Security Settings of the Browser:
      1. For Google Chrome, go to chrome://settings/security
      2. For Microsoft Edge, go to edge://settings/privacy
      3. For Mozilla Firefox, go to about:preferences#privacy
    3. Look for the Certificates section.
    4. Select the Intermediate Certification Authorities tab.
    5. Search the Certificate:

      Issued to: DigiCert High Assurance EV Root CA
      Issued By: DigiCert High Assurance EV Root CA
      Expiry Date: 10.11.2031

      Once the Intermediate certificate is in the system is confirmed the same procedure should be followed for the root certificate:
    6. Select the Intermediate Certification Authorities tab.
    7. Search the Certificate:

      Issued to: Starfield Services Root Certificate Authority - G2
      Issued By: Starfield Services Root Certificate Authority - G2
      Expiry date: 01.01.2038