App Control: Unable to import new SSL certificate in the UI with error: "The certificate chain is not complete"

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

While importing the new certificate in Settings (gear icon) > System Configuration>Security, facing error: "The certificate chain is not complete".

Environment

• App Control Server: All Supported Versions

Cause

Missing intermediate or root certificate.

Resolution

1. Confirm with Certificate Authority that the intermediate and root certificate are included in the SSL certificate being imported in the console
2. If the certificate has the complete chain, import the missing intermediate and/or root certificate on the App Control server Windows OS and then try to import the new SSL certificate in the UI.
   • If separate files are needed to be installed on the App Control server Windows OS, please confirm that with the provider. Once the files are obtained, import the files and proceed to import the new certificate in the UI.
3. If the error persists, try installing the new SSL certificate on the App Control server