Certificate Revocation Issue

GlobalSign has created the following webpage to keep customers updated on communications surrounding the Certificate Revocation Issue that has impacted customers. We will continue to provide updates on this page as they become available.

We are committed to providing our customers with the highest level of service, please contact us directly shall you need any assistance. We sincerely apologize for any inconvenience or disruption to services this may have caused.


Incident Report Released

14 October 2016, 1:05pm EST

GlobalSign has released a full incident report to provide full disclosure on the Certificate Revocation Issue including details of what happened and information to help clarify the issue for our customers. 

GlobalSign Incident Report



Important Communication - Further Update

14th October 2016, 5.00am EST

Dear Valued GlobalSign Customer,

As a follow up to our email communications yesterday, describing the issue you are experiencing with your GlobalSign certificates, our intermediate certificates including AlphaSSL and CloudSSL are now available.

Please refer to our updated troubleshooting guide that will help you resolve the certificate revocation error. We will continue to update this troubleshooting guide as new updates are added and a new FAQ page is now available with further information. 

OCSP Revocation errors - troubleshooting guide: https://support.globalsign.com/customer/portal/articles/2599710-ocsp-revocation-errors---troubleshooting-guide

OCSP Revocation errors FAQ https://support.globalsign.com/customer/portal/articles/2599975-ocsp-revocation-errors-faq

If you continue to have issues, we welcome you to open a support ticket here: https://support.globalsign.com/customer/portal/emails/new

Once again thank you for your understanding as we continue to work to resolve this issue. We will communicate additional updates with you.

Lila Kee
Chief Product Officer
GMO GlobalSign

US +1 603-570-7060 | UK +44 1622 766 766 | EU +32 16 89 1900 
SG +65 3158 0349 | AU +61 3 9988 3988 | HK +852 5808 1867 
www.globalsign.com/en


Important Communication Update - Troubleshooting Guide

13th October 2016, 3.38pm EST

Dear Valued GlobalSign Customer,

In follow up to our earlier email communication describing the issue you are experiencing with your GlobalSign certificates, our engineering and support staff have put together a troubleshooting guide that will help you resolve the certificate revocation error. We will continue to update this troubleshooting guide as new updates are added.

OCSP Revocation errors - troubleshooting guide: https://support.globalsign.com/customer/portal/articles/2599710-ocsp-revocation-errors---troubleshooting-guide

If you continue to have issues, we welcome you to open a support ticket here: https://support.globalsign.com/customer/portal/emails/new

Thank you as we continue to work to resolve this issue. We will communicate additional updates with you.

Lila Kee
Chief Product Officer
GMO GlobalSign

US +1 603-570-7060 | UK +44 1622 766 766 | EU +32 16 89 1900 
SG +65 3158 0349 | AU +61 3 9988 3988 | HK +852 5808 1867 
www.globalsign.com/en


Important Communication - Certificate Revocation Issue

13th October 2016, 1.20pm EST

Dear Valued GlobalSign Customer,

As most of you are aware, we are experiencing an internal process issue (details below) that is impacting your business. While we have identified the root-cause, we deeply apologize for the problems this is causing you and wanted to ensure you that we are actively resolving the issue.

GlobalSign manages several root certificates and for compatibility and browser ubiquity reasons provides several cross-certificates between those roots to maximize the effectiveness across a variety of platforms.  As part of a planned exercise to remove some of those links, a cross-certificate linking two roots together was revoked.  CRL responses had been operational for 1 week, however an unexpected consequence of providing OCSP responses became apparent this morning, in that some browsers incorrectly inferred that the cross-signed root had revoked intermediates, which was not the case.

GlobalSign has since removed the cross-certificate from the OCSP database and cleared all caches. However, the global nature of CDNs and effectiveness of caching continued to push some of those responses out as far as end users.  End users cannot always easily clear their caches, either through lack of knowledge or lack of permission.  New users (visitors) are not affected as they will now receive good responses.

The problem will correct itself in 4 days as the cached responses expire, which we know is not ideal. However, in the meantime, GlobalSign will be providing an alternative issuing CA for customers to use instead, issued by a different root which was not affected by the cross that was revoked, but offering the same ubiquity and does not require to reissue the certificate itself.

We are currently working on the detailed instructions to help you resolve the issue and will communicate those instruction to you shortly.

Thank you for your patience.

Lila Kee
Chief Product Officer
GMO GlobalSign

US +1 603-570-7060 | UK +44 1622 766 766 | EU +32 16 89 1900 
SG +65 3158 0349 | AU +61 3 9988 3988 | HK +852 5808 1867 

www.globalsign.com/en

 
 
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