WHM issue - SSL certificate works with "www" but not without "www"

[petenorris]

Hello Forum;

Problem: The secure certificate works when "www" is used with mysite.com but the secure certificate will not work without the "www." (please see attached images)

https://www.mysite.com - this url works, browser has secure padlock icon
https://mysite.com - does not work, browser says "Not secure" to the left of the address bar where the padlock icon should be located

I log into WHM then go to SSL/TLS -> Manage SSL Hosts (see image below).


(note: I have got two other domain names in this same WHM. The SSL certificate works both with and without the "www" for each of them.)

The images below are from the browser window.




I would appreciate help with this problem.

Thank you in advance.

 

[cPRex]

Hey there! Was the domain created in WHM with the www as part of the account name? You can check this through WHM >> List Accounts, but all of my personal domains show just "domain.com" as well in the "Manage SSL Hosts" area.

 

[petenorris]

Hey there! Was the domain created in WHM with the www as part of the account name? You can check this through WHM >> List Accounts, but all of my personal domains show just "domain.com" as well in the "Manage SSL Hosts" area.

cPRex;

Thank you for responding.

I don't think that I included the "www" as part of the domain name. The domain name at the bottom of the "Domain" column (see image below) is the one that is not working properly.

 

[cPRex]

Thanks for checking that. If you just go to domain.com, are you automatically redirected to the www version in the URL?

 

[petenorris]

cPRex;

It does not redirect at all.

https://www.mydomain.com/ - does has the padlock icon.
https://mydomain.com/ - does not have the padlock icon but instead says "Not secure."

 

[xpy-xpy]

I would check for any errors in the AutoSSL logs for the user account in question (WHM - Manage AutoSSL - Logs).

 

[cPRex]

Could you submit a ticket to our team so we can take a look at this?

 

[DavidWu]

I'm having a very similar issue, but opposite, "non-www" is working but no matter how many times I delete and auto-ssl new certificates, the "www" never works.

 

[petenorris]

Could you submit a ticket to our team so we can take a look at this?

cPRex;

Thanks for responding.

I will do that later today.

Thanks again.

 

[cPRex]

@DavidWu - do you have the "www" record in the DNS for the account?

@petenorris - were you able to submit that ticket?

 

[petenorris]

@DavidWu - do you have the "www" record in the DNS for the account?

@petenorris - were you able to submit that ticket?

cPRex;

Thanks for touching bases. I appreciate your getting back with me.

I was in the process of submitting a ticket but before I submitted the support ticket the SSL started working properly.

The problem had been persistent for several weeks. I don't think that it was a propagation issue.

Both URLs are now working properly.

https://www.mysite.com - the padlock icon displays
https://mysite.com - the padlock icon displays

Would you recommend that I submit a support ticket anyway?

Thanks again.

 

[cPRex]

There likely isn't much for us to look at now that things are working well. It might be worth checking the AutoSSL logs to see if it just couldn't access that domain for some reason. You could also examine the certificate and see if the date has updated, indicating a new SSL was issued due to a problem with the previous one.