Troubleshooting certificates

Invalid login details

If you see the following error message while trying to log in to the myOpenFactory portal:

in most cases there is ca problem with the certificate.

Certificate management

Certificates are stored in the certificate store of your Windows operating system and there the well-known browsers ‘Edge’ and ‘Google Chrome’ access the certificates. The only exception is the Firefox browser, which cannot access this certificate store. For this reason, the certificate must be imported directly into Firefox.

If you’re not sure whether you have a certificate or not, you can find instructions on how to check this right here.

Therefore, you should first check the following:

Manager*: At least one employee in your company has “manager rights” and is therefore responsible for managing the certificate for accessing the portal.

Verification of the certificate

Here’s how you can easily check whether the certificate exists in your certificate store, exists but has expired, or whether there is another, older myOpenFactory certificate present (which can also cause problems in rare cases):

within Edge

Open the Edge browser. Using the 3-dot icon in the upper right corner, select the gear icon for the settings.

Now select the “Privacy, search, and services” tab and then click on the link icon in the “Manage certificates” section on the right under the “Security” heading.

In this window, select the “Own certificates” tab if it is not open directly.

Here you can see if a certificate of the myOpenFactory is stored and in the column “Expiration date” you can check the same.

Note: Instead of “myOpenFactory.com”, your domain name is usually displayed in this window/certificate. E.g. “mustermann.de” for the company Mustermann GmbH.

within Firefox

In Firefox, you control this via the “Hamburger menu (the 3 horizontal strokes in the top right corner) / Settings / Privacy & Security / Certificates / View Certificates / Your Certificates. A more comprehensive guide can be found in our manual right here.

within Windows certificate manager

Press the Windows key and type “manage user cerificicates” into the search bar that appears.

Click on “Manage user certificates”, which will open a new dialog window. Follow the path: Personal > Certificates. In this folder, you should find the certificate issued for your company by myOpenFactory. On the right-hand side column, you can also check whether the certificate is still valid.

Edge certificate problem

Since the beginning of September 2021, the Edge browser no longer preselects certificates. This means that every time you open the myOpenFactory portal, you have to click the certificate before you can click OK.

If you still receive an error message

If this check reveals that there is only one valid certificate and you still receive the error message when you log on, it is not up to the certificate itself. Presumably, the error is due to another software on your PC that prevents the certificate from being transmitted to us. Usually, these are antivirus programs, firewalls or proxyservers.

In all likelihood, you had an update/upgrade or a change of the antivirus-software on your PC. Often the higher and paid expansion levels of these programs (these are called Security Suite, Internet Security or similar) have a protection function that builds up a so-called proxy. This prevents the sending of our certificate key during the logon process. Sometimes you have the option to share a URL in these programs. Then please enter our URL “ediplatform.com” there. Sometimes you can import the certificate directly in the antivirus-software. If this is not possible, please contact the Manufacturer of your antivirus software.

For short-term control of whether it’s really down to your antivirus software, you can temporarily turn it off. As a rule, there is such an option in the settings of these programs. Please check now whether the login to our portal works.