Knowledge base

This guide helps you identify and correct errors encountered when trying to use your email software/client like Microsoft Outlook, Mozilla Thunderbird, Apple Mail, etc.

Be aware of this other guide if you are looking for information about type errors "mailer daemon" or "delivery failure"after sending an e-mail.

Always use...

• the only name of the server: mail.infomaniak.com (for reception servers) IMAP and forwarding SMTP)
• the good ones Incoming / Outgoing Port Numbers
• the Authentication in the settings when it is proposed, and provide the username (your full email address) and password in the boxes for mandatory authentication if necessary
• the good one e-mail address password who is in principle different the username used to connect to Infomaniak (click here to check that you use the correct password and if necessary, change the password of your email address)
• an existing email address that must have actually been established (or defined as alias)
• only one protocol at a time (never consult a mailbox with devices configured in POP3 for some and in IMAP for others because these two protocols work badly together)

Mandatoryly try to...

• compare recommended parameters for the software/mail client used, especially if you have just changed the Infomaniak-side password
• raise your e-mails using another network (Wifi, connection sharing from 4G/5G, or any other Internet connection)
• temporarily disable your security applications (antivirus, firewall, VPN...); if you can then normally pick up your emails, contact the editor of the security application(s) you are using
• type your password plain in a word processing; depending on the configuration of your keyboard key it A may return to the letter Z and the key Q may return to the letter A...
• restart and retrieve a send/receive: some applications require multiple validation of the window containing the configuration parameters or require them to be restarted to take into account their new parameters
• write a new message after changing your settings: a message in writing that would be saved in the folder Drafts risk of not taking into account possible configuration changes

Types of errors

• 0x800... - be aware of this other guide
• erreur de certificat (SSL ou autre) - be aware of this other guide
• 550 5.7.1 relaying denied or Proper authentication required - be aware of this other guide
• 535 5.7.0 authentication failed - be aware of this other guide

but also:

• "573 Antispam: Authenticated connection not possible. Please use port 587 instead of port 25."
  or"An operation on the server timed out. The server may be down, overloaded, or there may be too much net traffic."
  or"the time limit is exceeded" with an error number that follows (421, or 573 e.g.).
  Most ISPs (Internet Service Providers) blocked the SMTP No.25 port many years ago. Therefore port 25 should never be specified as SMTP port So you can still send e-mails, use the recommended ports.

Thank you for choosing Infomaniak for secure your sites with an SSL certificate EV or DV of Sectionigo.

An SSL certificate secures all exchanges between your server and your visitors, displays a lock and adds the https to your site.

Which SSL certificate to choose?

• What are the conditions for having an EV SSL certificate?
• What are the differences between an EV and DV certificate?
• Can I order an SSL certificate from Infomaniak if my site is hosted elsewhere?
• What exactly does the guarantee of a sectorigo SSL certificate cover?

What do you want to do?

• Correct any errors after having activated an SSL certificate
• Install a free SSL certificate from Let's Encrypt on a site
• Install a wildcard type certificate
• Uninstall a Let's Encrypt certificate
• Update a Let's Encrypt Certificate (e.g. after adding/deleting aliases)
• Be aware of all SSL FAQs
• Contact Infomaniak Support

This guide explains how replace the main domain name associated with a Website hosted on Infomaniak in case you want to e.g. change the name of your activity or change the spelling.

Preamble

• It is not possible to simply change the spelling of the domain name concerned.
• The new domain name must be owned and installed instead of the current one by inversion (see below).
• You can also rename your product Web Hosting in the Manager Infomaniak but changing the name of a hosting has strictly no impact on the URLs of the sites.
• It is necessary to act on the domain name and if necessary to adapt the content of the site.

Change the domain name of the website

Prerequisites

• Prepare the new domain name (if necessary) You have to buy it.).
• If the desired modification is rather of the type "subdomain" to "main domain" (dev.domain.xyz → domain.xyz (e.g.) then become aware of this other guide.

To replace the domain name assigned to the site with another domain name:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the product concerned:
   
3. Then click on the chevron ‍ to develop the game Areas from this site:
   
4. Be aware of this other guide for link the new domain name to your site (read the prerequisites well):
   • It is this new related domain that will replace the current main domain name after the inversion you will perform below.
5. Once the new domain name is linked to your site, click on the action menu ⋮ To the right of this one.
6. Choose Define as main domain:
   
7. If necessary, delete the old domain name and its variants that have become domains aliases (and not the main areas).

If you are using a SSL certificate, it will be necessary update so that it includes the added aliases.

If you use the option IP dedicated, we have to uninstall it, and reinstall it After the inversion you will perform.

Adapt the content of the site to the new name

In some cases, the web application that is used to develop the site must undergo some adjustments to work with the new domain name. Click on the link corresponding to the development of your site to adapt the content:

• WordPress
• Joomla
• Prestashop
• application proposed in WordPress & Apps

This guide suggests solutions to common problems and common errors that may arise when you try to display your website in https after having activated an SSL certificate.

The web browser automatically displays the http version of the site when you try to access it in https

The following actions are recommended:

• Empty the cache from your apps or from your site.
• Check that the Pages and scripts site do not contain redirects on version http of the site.
• Check that the file .htaccess site does not contain redirects on version http of the site.
• Set address https the site as default:
  • with WordPress Infomaniak
  • for the other cases

The website is displayed badly (missing images, style sheets not supported, etc.) or displays a warning in the address bar

The following actions are recommended:

• Empty the cache from your apps or from your site.
• Check that the Pages and scripts do not point to external resources http ; the sitewhynopadlock.com can help you identify the unsecured elements of your site.

"This web page presents a redirect loop", "ERR_TOO_MANY_REDIRECTS"

If your web browser displays this error, it is recommended that you do the following:

• If the site works with a web application like WordPress or Joomla, disable extensions one by one to identify the one that poses a problem
• Check that the Pages and scripts site does not contain redirections on the http version of the site
• Try to disable PSTS
• If Prestashop is used, you need to enable SSL on all pages:
  1. Add your SSL domain:
     • Go in. Preferences > SEO & URLs.
     • In the "URL" section of the shop, enter the address of your site in the "SSL Domain" field (without the https://, just www.votresite.tld).
  2. Enable SSL:
     • Go in. Preferences > General parameters.
     • At the top of the page, click on "Click here to use the HTTPS protocol before enabling SSL mode."
     • A new page will open with your site in secure HTTPS version.
  3. Force the use of SSL on the entire site:
     • Come back in Preferences > General parameters.
     • Put the option "Enable SSL" on YES.
     • Also put "Forcing the use of SSL for all pages" on YES.

An old SSL certificate appears - empty SSL cache

Web browsers cache SSL certificates to speed up navigation. Normally, it's not a problem. However, when you develop pages for your website or install a new certificate, the SSL status of the browser may hinder you. P.ex you may not see the lock icon in the browser address bar after installing a new SSL certificate.

The first thing to do in this case is to make sure that the domain points well to the IP address of the server (records A and AAAA) and if it is still the wrong SSL certificate that is returned, empty the SSL cache:

• Chrome: go to Settings and click on Parameters Click on Show Advanced Settings Under Network, click on Edit proxy settings The dialog box Internet Properties is displayed. Click on the tab Content Click on Clear SSL status, then click OK. Other leads in this other guide.
• Firefox: go to Background Click on Clear Recent History then select Active connections and click on Clear Now.

Loss of CSS formatting

If the website is displayed without CSS style, analyze the loading of pages with the Browser Console. Mixed content errors related to your styles .css, it may be there, which will have to be resolved in order for them to be reloaded correctly.

This guide details the rules on the validity of SSL EV and DV certificates (entered into force on 1 September 2020).

Period of validity of SSL certificates

Following a meeting of the CA/B Forum that brings together the major players of the Web (Safari, Google Chrome, Mozilla Firefox, etc. - learn more), the decision was taken set the maximum period of validity of SSL certificates at 397 days The aim of this change is, in particular, to limit the risk of piracy of certificates and to increase the level of security of certificates. It is not excluded that the maximum period of validity of a certificate may be further shortened in the coming years. Some actors like Apple, Google or even Sectorigo are pushing in this direction.

SSL DV certificates from Sectorigo

SSL certificates DV of Sectorigo whose duration exceeds 1 year are automatically renewed by Infomaniak (certificate re-issued during the month preceding its expiry date).

It is necessary to reinstall the certificate on your site if it is not managed by Infomaniak.

SSL EV certificates from Sectorigo

SSL certificates EV sectorigo will have to be validated each year, regardless of the duration of the subscription chosen.

It is necessary to reinstall the certificate on your site if it is not managed by Infomaniak.

This guide explains how export an SSL certificate from Manager Infomaniak.

Preamble

• Downloading the certificate produces a file in format .zip.
• Archive contains files .key and .crt.
• It is recommended to store this certificate and its private key in a secure place, as it could allow access to your encrypted data:
  

Export an SSL certificate

To access the management of your certificates:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the product concerned.
3. Click on the action menu ⋮ to the right of the object concerned in the array that appears.
4. Choose Export Certificate and follow the instructions to download the archive:
   

This guide explains how to get a custom SSL certificate that you can use with Jelastic Cloud to Infomaniak.

Documentation for SSL

Take note of these guides:

• It is quite possible topurchase an SSL certificate from Infomaniak to install it on Jelastic Cloud afterwards.
• Integratedly with Jelastic Cloud, you also find a valid certificate Only for areas of concern xxx.jcloud.ik-server.com.
• Let's Encrypt certificates can also be free of charge and for any field.
• It is possible toobtain a fee-paying certificate, for any field.
• For the purpose of carrying out tests, you can also implement a self-signed certificate.
   

This guide explains how to install a free SSL certificate Let's Encrypt on a website hosted by Infomaniak.

Preamble

• Once the certificate is installed, your website will be accessible in http and https …
  • If necessary automatically redirect all your visitors to the secure https site.
• If you wish to include an alias domain name recently added to your site that already had a certificate, you must update.
• For multiple subdomains, read more about this other guide.
• Let's Encrypt limits the installation of certificates To:
  • 100 subdomains
  • 20 certificates for 7 days per registered domain
  • 5 unsuccessful requests per account per host name per hour

Install a free SSL certificate on a site

Prerequisites

• For installation to be possible, domain name DNS must be correctly configured to point to the site in question.
• If a change has just been made at this level, some operations may not be functioning immediately.

To access websites to install an SSL certificate:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the product concerned:
   
3. Click on Configure under SSL certificate:
   
4. Click on the button Install a certificate:
   
5. Choose the free certificate.
6. Click on the button Next:
   
7. Check or select the relevant domains.
8. Click on the button Install:
   
9. Wait until the certificate is obtained on the site.

Be aware of this other guide if you encounter SSL errors.

This guide explains how to uninstall a SSL certificate Whatever its type, initially installed from the Manager Infomaniak.

Delete an SSL certificate

To uninstall a Infomaniak certificate:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the product concerned:
   
3. Click on the action menu ⋮ located to the right of the element concerned.
4. Click on Uninstall:
   
5. Confirm the certificate's uninstallation.

This guide details the conditions and procedure for obtaining a SSL EV certificate from Sectorigo with Infomaniak.

Prerequisites

• Extended validation SSL certificates (EVs) can only be granted to organisations, companies and companies legally registered with a recognized government authority (such as a business register).
  • The DV certificates of Sectionigo and Let's Encrypt are not subject to this constraint.
  • Compare SSL certificates available

Procedure for validation of EV certificates

Obtaining an EV SSL certificate can take up to 24 hours and requires valid information from the customer.

This procedure is Repeated every 12 months, regardless of the duration of the subscription chosen for the EV certificate.

1. Verification of the company's contact details

The data to be added to the certificate must first be verified from an independent source:

• legal or commercial name
• legal form
• the address
• the postal code
• the region / canton / department
• country/country code

Attention:

• The name of the company must correspond exactly to the one entered in the register or the Chamber of Commerce; the order can only be processed if the given name is registered and correctly marked.
• Only the registered legal name or the name of the mark followed by the legal name in parentheses is allowed [example: Commercial name (Legal name)]; for entities without legal name, all trade names may be used.
• It is prohibited to use a postal address.

In view of the above, a new request with correct data in the CSR is sometimes necessary, and Infomaniak may also need your approval to make changes to the information provided during the order.

2. Verification of data in the WHOIS directory

The WHOIS directory displays the information of the owner of a domain name. This data must correspond to the information provided when ordering the SSL EV certificate.

To update the information of a domain in WHOIS:

• If your domain is managed at Infomaniak, be aware of this other guide.
• If your domain is not managed by Infomaniak, contact your host/registrar.

3. Contract & validation for EV certificate

After ordering an EV certificate, the contact person of the company designated on the order will receive an e-mail from the certification authority Sectorigo with the following documents:

• the certificate application form
• the contract of the certificate

These documents are pre-filled and must be validated online by the contact person using an additional code. This will be provided by a sectionigo telephone robot (the telephone number will come from the Netherlands, +31 88 775 77 77 in principle) orally to your number registered with the register or the Chamber of Commerce.

Each certificate application is validated by telephone, including renewals and reissues of multi-domain certificates.

4. Domain verification (for external sites only)

This step checks that you have control of the domain (if it is external to Infomaniak) for which the certificate is requested. The domains of the sites hosted at Infomaniak are automatically validated.

Each (sub) domain must be individually approved using one of the methods described in this other guide.