How to resolve security certificate issues affecting website access?

Technical Q&A
1

Hi All,

I’ve been contacting Shopify since February, but we went live a week ago and I have been going back and forth with Shopify support for over a week and they keep telling me that they are “checking with the technical team” and we are losing sales daily. Can someone please help us?

We are located in CT in the USA, the problem is that anyone that is either:

  1. using an antivirus software program or

  2. is an ISP customer of Optimum in the tri-state area

can’t not get into our site. It works when someone is using cellular data

I have:

-run traceroutes and provided these to Shopify

-made sure we are not on the “blacklist”

-Called optimum and they said that this is a security certificate problem

-Shopify has re-provisioned the security certificate and they say it is “fine”.

-Shopify provided the security certificate with the domain. They refuse to delete it and issue us a new one.

-Oh and best of all, they say that THEY can get on my website, so it must be fine, despite the fact that I and at least ten customers who I have talked to can not. We are a new brand and this is killing us.

Website is:

https://www.wanderfullbrand.com

pics attached

Please help! Anyone that can fix this I will send you a free bag :slightly_smiling_face:

2

FWIW I get an invalid SSL cert for the www domain, and my ISP (Virgin O2, in Scotland) is blocking the non-www site as fraudulent/virus. But that’s as far as I’ve got.

Domain Name: WANDERFULLBRAND.COM
   Registry Domain ID: 2659936180_DOMAIN_COM-VRSN
   Registrar WHOIS Server: whois.tucows.com
   Registrar URL: http://www.tucows.com
   Updated Date: 2022-03-24T20:16:39Z
   Creation Date: 2021-12-06T19:42:45Z
   Registry Expiry Date: 2022-12-06T19:42:45Z
   Registrar: Tucows Domains Inc.
   Registrar IANA ID: 69
   Registrar Abuse Contact Email: domainabuse@tucows.com
   Registrar Abuse Contact Phone: +1.4165350123
   Domain Status: clientTransferProhibited https://icann.org/epp#clientTransferProhibited
   Domain Status: clientUpdateProhibited https://icann.org/epp#clientUpdateProhibited
   Name Server: NS-CLOUD-A1.GOOGLEDOMAINS.COM
   Name Server: NS-CLOUD-A2.GOOGLEDOMAINS.COM
   Name Server: NS-CLOUD-A3.GOOGLEDOMAINS.COM
   Name Server: NS-CLOUD-A4.GOOGLEDOMAINS.COM
   DNSSEC: unsigned