Troubleshooting | Browser Security Warnings (SSL Errors)
If you or your customers are getting a browser security warning, there may be an issue with your store's SSL Certificate. Use the troubleshooting steps below to determine and resolve the issue.
For more information about SSL Certificates, see the SSL Overview.
SSL has Expired
Go to SSLChecker.com and enter your store's domain and Port 443. Example: domain.com
If the expiration date has passed, you will need to renew your SSL certificate or purchase a new one. If you recently purchased an SSL, you may not have installed the new certificate.
See Installing a BigCommerce SSL or Installing a Third-Party SSL.
Insecure Content on a Secure Page
Any secure (https) page can only call on secure (https) assets, not insecure (http) assets. Some browsers will consider this a security error.
Go to Why No Padlock? and enter the web address from of your store's secure pages, such as the cart or login page. Example: domain.com/login.php
If your page contains any insecure elements, you or your developer should replace them with secure references instead. You can replace http// with just // and the asset will call securely.
Common Name Mismatch Error
A common name mismatch can happen if you are pointing your domain to BigCommerce using an A record. A records point to a particular IP address, and your IP address changes when you install a dedicated SSL.
To resolve this issue, go to your registrar (who you purchased the domain from) and update the A record to your new IP address.
To check your domain's A record, go to Whatsmydns.net. Enter your domain and keep A selected.
To check your store's the new IP address, log into your BigCommerce control panel and go to Server Settings › DNS Records. Click Web Hosts and locate the A record for your store. Your new IP address will be located under Value.
If your domain's A record and your store's A record do not match, you will need to update your domain's A record at your registrar to match your store's new IP address. Ideally, we suggest pointing your domain with nameservers or a CNAME instead.
If you are not pointing to BigCommerce using an A record but are using a domain with two TLDs—such as .com.au—please contact our support team.