SSL still pending after 2 weeks

Solved
Denny101
New Member
3 0 0

Hello dear sellers,

I am new to Shopify and have built my store. It is almost finished, but at the moment, I still have the problem that it says "SSL pending". A guide said that it might need up to 48 hours, but since I have connected my domain, 2 weeks are already over. The shop has a password at the moment and I'm using the Standardplan. A new domain has already been saved and is successfully connected to the store. Any ideas why SSL is still pending?

Thank you very much,

 

Best regards,

Dennis

Accepted Solutions (2)

Accepted Solutions
Helen
Shopify Staff
Shopify Staff
1425 174 251

This is an accepted solution.

Hi, @Denny101!

 

I’m Helen from Shopify Support. Thanks for your question and your patience; The SSL most definitely should have provisioned for your domain within 48 hours of connecting it. So, let’s get to the bottom of this for you!

 

Did you purchase your domain through Shopify? Or is it being hosted by a third party site?

 

If it is being hosted off of Shopify, please login to your domain host account and check that your DNS settings are as follows to ensure that the SSL is not being blocked:

 

  • Only one A Record is setup, and it needs to point to 23.227.38.65
  • Must have a CNAME pointing to shops.myshopify.com
  • Remove any AAAA Records and CAA Records 
  • Disable DNSSEC for your domain

For assistance with checking or editing these parameters, please reach out to your domain provider directly, and allow up to 48 hours for your domain to fully propagate after any changes are made.

 

For a domain being hosted by Shopify, please check the same DNS settings from your Shopify admin by going to ‘Online Store > Domains > Manage > DNS Settings. Let me know if you need a hand with this.

 

Keep me updated with how it all goes. Once you have confirmed that your DNS settings are correct feel free to reply back to this thread with your domain name, and I am happy to look further into it from my end to be sure we get it all connected up properly before you remove the password from your storefront.

Helen | Social Care @ Shopify 
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View solution in original post

Helen
Shopify Staff
Shopify Staff
1425 174 251

This is an accepted solution.

Hi, @hazem1995! Thanks for checking in about this.

 

Do you recall what the additional A and AAAA records are for in your DNS settings? Most commonly, SSL errors are due to multiple A Records or AAAA Records in your DNS Settings. Therefore, if records 2-9 are not intentional, then yes those are the ones to remove. 

 

Who is your domain host? If you have any doubt about the functionality of your DNS setting, I suggest first contacting your domain provider to determine if those records are needed. If advised to remove them, please wait up to 48 hours after doing so for the changes to take effect and your SSL certificate to provision.

 

If your SSL is still pending 48 hours after making any changes (or if advised not to remove records 2-9), the next step is to attempt to have the SSL certificates provisioned from our end. In order to do so, we’ll need to access your account. At this time, account-specific support via the Shopify Community is unavailable, so please visit our contact page, and log in to your account to create a support request for live chat, callback or email assistance.

 

To save some time and help the Support Advisor you speak with pick up where we’ve left off, I am going to provide you with a summary of the issue as I understand it. Please share this summary at the beginning of your conversation in order to proceed with the next steps as quickly as possible:

 

“My domain’s SSL has been pending for longer than 48 hours. I have confirmed with my domain provider that 
the DNS settings are correct, therefore I am requesting for you to manually provision the SSL certificate.”

 

I'm marking this reply as “Solved” for the benefit of anyone else who also needs a Support Advisor to assist with these same next steps. Thanks!

Helen | Social Care @ Shopify 
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View solution in original post

Replies 68 (68)
Helen
Shopify Staff
Shopify Staff
1425 174 251

This is an accepted solution.

Hi, @Denny101!

 

I’m Helen from Shopify Support. Thanks for your question and your patience; The SSL most definitely should have provisioned for your domain within 48 hours of connecting it. So, let’s get to the bottom of this for you!

 

Did you purchase your domain through Shopify? Or is it being hosted by a third party site?

 

If it is being hosted off of Shopify, please login to your domain host account and check that your DNS settings are as follows to ensure that the SSL is not being blocked:

 

  • Only one A Record is setup, and it needs to point to 23.227.38.65
  • Must have a CNAME pointing to shops.myshopify.com
  • Remove any AAAA Records and CAA Records 
  • Disable DNSSEC for your domain

For assistance with checking or editing these parameters, please reach out to your domain provider directly, and allow up to 48 hours for your domain to fully propagate after any changes are made.

 

For a domain being hosted by Shopify, please check the same DNS settings from your Shopify admin by going to ‘Online Store > Domains > Manage > DNS Settings. Let me know if you need a hand with this.

 

Keep me updated with how it all goes. Once you have confirmed that your DNS settings are correct feel free to reply back to this thread with your domain name, and I am happy to look further into it from my end to be sure we get it all connected up properly before you remove the password from your storefront.

Helen | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Denny101
New Member
3 0 0

Hello Helen,


Thank you for your detailed information about the SSL certificate. I have just changed the settings as you described together with the support of the domain provider almost 3 days ago, but SSL is still pending.
Thank you for the offer to check it in detail. The domain is stubenpfoetchen.de

 

Best regards,

Dennis

Denny101
New Member
3 0 0

Found the problem.

There was an extra dot in the domain settings at my provider that caused the problem.

 

Thank you really much for your help:)

Helen
Shopify Staff
Shopify Staff
1425 174 251

That's great, @Denny101! Thank you for the update.

 

Let me know if you have any more questions or concerns. 

Helen | Social Care @ Shopify 
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Mark__Brown
Shopify Partner
12 0 0

Hey Helen

 

We are having the same issue... now we do have two 'A' names. Looking at my screenshots, which the safe one to remove?

 

Thanks

MarkDomain.jpgShopify-Domain.jpg

Director of https://www.editorskeys.com
and https://www.buckleandband.com
Helen
Shopify Staff
Shopify Staff
1425 174 251

Hey, @Mark__Brown!

 

Thanks for reaching out. I suggest removing the A Record with the Name set as ‘www’. For the A Record remaining please enter ‘@’ into the Name box, and save the changes.

 

Once the DNS Settings are adjusted, it can take up to 48 hours for the SSL certificate to provision. However, I am happy to check on the status of it from my end in the meantime to be sure it is connected correctly. If you would like me to do so please reply back with the url, and I will gladly look into it.

Helen | Social Care @ Shopify 
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Mark__Brown
Shopify Partner
12 0 0

Hey Helen that would be great it's www.editorskeys.com 

Director of https://www.editorskeys.com
and https://www.buckleandband.com
Helen
Shopify Staff
Shopify Staff
1425 174 251

Thanks for your reply, @Mark__Brown.

 

I took a look. The connection is correct from my end, and the SSL certificate has now fully provisioned!

 

Let me know if you have any other questions or comments.

Helen | Social Care @ Shopify 
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Mark__Brown
Shopify Partner
12 0 0

Hey Helen

 

Oh that’s great thank you! It’s now not mentioning the SSL at all, is that correct?

 

Thanks so much for your help.

 

Thanks

Mark

Director of https://www.editorskeys.com
and https://www.buckleandband.com
Helen
Shopify Staff
Shopify Staff
1425 174 251

You’re very welcome, @Mark__Brown!

 

You can confirm that the SSL is provisioned from your Shopify admin by going to ‘Online Store > Domains’. You can also check it by going directly to your website. The security information is available in the browser bar as seen below:

 

05-59-nmc46-v9bb8

 

All the best,

Helen | Social Care @ Shopify 
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makjay
New Member
5 0 0

Hi Helen

 

I am also having the same SSL certificate issue. We have checked everything that you have listed above and would appreciate it if you can look at my store as well.

Helen
Shopify Staff
Shopify Staff
1425 174 251

Hey, @makjay

 

Absolutely! I am happy to take a look at this for you. 

 

Please check your email. I have sent you correspondence so that we can proceed with the next steps.

 

Thanks,

Helen | Social Care @ Shopify 
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Aiky
New Member
2 0 0

Hello , 

 

could you have a look at my domain to and tell me what is wrong with the ssl ? 

 

i can´t find it in Store/domain.. 

 

Let me know what info you need . 

 

thank you 

Helen
Shopify Staff
Shopify Staff
1425 174 251

Hello, @Aiky

 

Thanks for reaching out.

 

Once your domain successfully connects, the SSL certificate will provision automatically. There won’t be any notices within your Shopify Admin specifically stating that it is there. A notification will show however, if the SSL certificate is not provisioned. 

 

Therefore, when you go to ‘Online Store > Domains’ in your Shopify admin, you should only see a green ‘Connected’ notice like in the screenshot below:

 

12-28-ms3qt-9csvs

 

What are you seeing on your Domains page? Is there a yellow or orange notification saying ‘SSL Pending’ or ‘SSL Failed’?

Helen | Social Care @ Shopify 
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makjay
New Member
5 0 0

Hi Helen

 

My issue has been sorted from another ticket. Thank you for getting back to me.

Aiky
New Member
2 0 0

Thanks for your reply, 

 

actually i got this message from my domain host so I'm not sure if the problem comes from you or them.. .

 

``Nos ponemos en contacto contigo debido a que no es posible realizar la emisión del certificado SSL para www.bluemarin.es debido a que este tiene configurado un registro CAA que lo impide, el registro en cuestión es el siguiente:

shops.myshopify.com. 1800 IN CAA 0 issue "digicert.com"
shops.myshopify.com. 1800 IN CAA 0 issue "globalsign.com"
shops.myshopify.com. 1800 IN CAA 0 issue "letsencrypt.org"

Para poder realizar la emisión del certificado SSL será necesario que elimines dicha entrada o configures también la de Comodo:

shops.myshopify.com. 3600 IN CAA 0 issue "comodo.com"

Este cambio deberás realizarlo en Shopify. Avísanos una vez realizado el cambio para poder relanzar la solicitud de emisión del certificado SSL. ``

 

Hope your Spanish is good 🙂

i can't find in the hosting these details  so maybe its somewhere on Shopify ? 

Helen
Shopify Staff
Shopify Staff
1425 174 251

Thank you for all of the information, @Aiky!

 

I used Google translate to read the message from your domain host, and the issue appears to be on their end; They mention your DNS settings contain a CAA record, which can be a reason for SSL issues. Therefore, I recommend contacting them directly and providing them with these DNS settings to have them adjust as needed.

 

If you are not seeing any ‘failed’ or ‘pending’ notifications about your SSL certificate from within your Shopify admin, then it has successfully been provided by us.

 

Let me know how it goes.

Helen | Social Care @ Shopify 
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Helen
Shopify Staff
Shopify Staff
1425 174 251

My pleasure, @makjay!

 

I am happy that you were able to get it sorted out, and I appreciate you letting me know that it has been resolved.

 

All the best,

Helen | Social Care @ Shopify 
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herbacidal
New Member
1 0 0

Just to confirm, if we see the green "connected" in the domains page under the online store, the store is connected with SSL provisioning? 

And if we see anything but that, then there is some issue with the SSL for the website?  Thank you.