Knowledge base

This guide explains how to provide useful details when you request help from Infomaniak support.

Authorizing Support to access your content

It is possible to temporarily grant access to the content of your WorkSpace and your Drive with the possibility of cancelling this access at any time.

Only those Infomaniak staff members who handle your support ticket will have access.

1. Open the Manager (manager.infomaniak.com) or your WorkSpace (workspace.infomaniak.com)
2. Click your user name at the top right of the page
3. Click My profile in the menu that appears
4. Click Technical support (or https://manager.infomaniak.com/support) in the left side menu
5. Click the access authorization button for the product concerned (authorizing one does not authorize another - these authorizations are specific).

Making a screen grab

Windows

Microsoft offers preinstalled software dedicated to screen grabs. But to do them manually:

1. Display what you want/need to send on the screen
2. Press PRINTSCREEN on your keyboard (or PRTSCR, etc.) once
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" to put your image on the page
4. "Save" your file
5. Repeat the operation from point 1 to point 5 as many times as the number of screen grabs you need

Mac OS X

1. Simultaneously press "cmd" + "caps/shift" (the empty arrow pointing upwards) +"3"
2. Each time you press these keys, an image file is created on your computer's desktop

Apple iOS (iPhone, iPad...)

1. Press the "Power" + "Home" buttons at the same time (the only two physical buttons)
2. You will then find the screengrabs in your device's "Photos" app

Google Android (e.g. Samsung, LG or Sony)

1. Simultaneously press the volume down (on the side) and the locking button
2. The image captured is then automatically saved in a Screenshots folder in the gallery

Popup Windows

To copy-paste an error message present in a Windows popup in text form, simply hit "CTRL" + "C" on your keyboard to copy the message onto the clipboard... You can then paste it ("CTRL" + "V") in the body of the email you send to us.

Javascript Console in the browser

Windows

Chrome, Firefox and Safari: enter the combination ctrl + caps + i
Internet Explorer and Edge: hit F12

Mac OS X

Chrome: enter the combination ⌘ + ⌥ + J
Safari: enter ⌘ + ⌥ + C

Then click on the round struck-through icon to set the log back to zero.

Display the page on your website which is relevant to your enquiry, the console tab shows the JavaScript errors and the unfound online resources. 

Extended validation (EV) SSL certificates can only be granted to organisations, businesses and companies registered on the commercial register or with the chamber of commerce. This obligation does not apply to Sectigo and Let's Encrypt DV certificates.

EV SSL certificate: validation procedure

It can take up to 24 hours to obtain an EV SSL certificate and requires you to carry out certain operations.

1. Verification of the details of the business

The data that will be added to the certificate must first be verified by an independent source:

• the legal or business name
• the legal status
• the address
• the postcode
• the region / canton / department
• the country / the country code

Warning:

• the name of the business must correspond exactly to the one registered on the commercial register or with the chamber of commerce. The order can only be processed if the name provided is registered and correctly written.
• only the registered legal name or brand name followed by the legal name in brackets is authorised (e.g.: Brand name [Legal name]). For bodies without a legal name, all trade names can be used.
• it is prohibited to use a postal address.

In the light of the above, a new request with correct data in the CSR is sometimes necessary, and we may also need your approval to modify information provided when ordering.

2. Verification of data in the Whois directory

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

To update the information concerning a domain in the Whois:

• if your domain is managed by Infomaniak, please follow this guide
• if your domain is not managed by Infomaniak, please contact your host/registrar

3. EV certificate form and contract

After ordering an EV certificate, the company contact person designated when placing the order will receive a message from the Sectigo certification body with the following documents:

• the certificate request form
• the certificate contract

These documents are pre-completed and the contact person must validate them on line.

4. Verification of the professional telephone

The company contact designated when ordering is contacted by Sectigo by telephone on the number registered with the commercial registry or chamber of commerce. The call will be placed from the Netherlands (+31 88 775 77 77).

Each request for a certificate is validated by telephone, including renewals and re-issues of multi-domain certificates.

5. Verification of the domain (external sites only)

This step verifies that you have the admin rights for the domain for which the certificate is requested.

Each domain or subdomain must be individually approved through one of the methods described in this guide.

Find out more

• Differences between an EV, DV and Let's Encrypt SSL certificate
• Frequent errors following the activation of an SSL certificate

You can benefit from Infomaniak's advantageous rates for your SSL certificates while managing your sites through another hosting service. However, the installation of your certificate will not be automatic:

• you must manually export the CSR configuration file from your hosting service and enter it when ordering your certificate from Infomaniak.
• you must validate the domains included in the certificate using one of the following methods:
  • enter a validation code received at one of the following email addresses:
    • admin@domain-to-confirm.tld
    • administrator@domain-to-confirm.tld
    • hostmaster@domain-to-confirm.tld
    • postmaster@domain-to-confirm.tld
    • webmaster@domain-to-confirm.tld
  • creating a unique CNAME record in the DNS of the domains.
  • txt validation file to load via FTP on your site.

This guide explains the main differences between EV and DV certificates.

EV SSL certificates: for companies

The Sectigo EV SSL certificate can only be issued to companies registered on the commercial register or with the chamber of commerce. It ensures your clients the highest level of trust and offers unique advantages in addition to including the benefits of a DV certificate:

• Your company name in the navigation bar (find out more)
• Padlock in the navigation bar
• Dynamic secure site seal
• Validation of your domain name
• Manual authentication of the details and identity of your company
• Guarantee of up to $1,750,000 for end users
• 7/7 support

The activation of an EV SSL certificate can take up to 24 hours and requires certain operations on your part.

DV SSL certificates: for companies and individuals

The Sectigo DV certificate is open to both individuals and companies. It does not include some of the advantages mentioned above, but it does offer extra benefits compared to free Let's Encrypt SSL certificates:

• Dynamic secure site seal
• Validation of your domain name
• Guarantee of up to $10,000 for end users
• 7/7 support

DV SSL certificates are activated immediately.

The guarantee provided with an EV or DV SSL certificate protects your users against incidents linked to any validation errors by Sectigo, the certification body that delivers SSL certificates and validates your personal data.

The guarantee is therefore applicable if the certification body does not correctly validate the information contained in the digital certificate and if this failure leads to a financial loss for the end user in the context of a fraudulent credit card transaction.

• If your site already possesses an SSL certificate, no action will be required on your part if you install a Sectigo EV or DV certificate.
• If your site is not yet secured by an SSL certificate, you may have to carry out several adjustments. Find out more

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

An SSL certificate secures all the exchanges between your server and your visitors, displays a padlock and adds https to your site. If you have a company registered on the commercial register or with the chamber of commerce, you can display your brand name or the name of your organisation in the browser address bar with an EV SSL certificate.

Which SSL certificate to choose?

• How to know if a site is protected by an SSL certificate.
• What are the conditions to obtain an EV SSL certificate?
• What are the differences between EV and DV certificates?
• What are the limits of a free Let's Encrypt SSL certificate?
• Is it necessary to modify your site before or after activating an SSL certificate?
  
• Can I order an SSL certificate from Infomaniak if my site is hosted elsewhere?

What do you want to do?

• Correcting errors after activating an SSL certificate
• Installing a free Let's Encrypt SSL certificate on a site
• Uninstalling a Let's Encrypt certificate
• Updating a Let's Encrypt certificate (e.g., after adding/deleting aliases)
• Generating a CSR certificate for all the subdomains of a domain (wildcard)

Also of interest...

• What exactly is covered under the guarantee of a Sectigo SSL certificate?

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This guide explains how to add a dynamic trust seal to a secure site with a Sectigo SSL certificate.

The trust seal is composed of an image and an HTML code. This latter only functions if a Sectigo certificate is installed on the site and generates an interactive logo that displays the data of the certificate.

1. Save one of the images below

Click the image to be saved with the right button of the mouse and then click Save the image under...

Small

Medium

Large

2. Download the image to your site

Upload the image to your web server (via FTP or your CMS) and note the URL login towards this image for the next stage (e.g., https://your-site.com/wp-content/uploads/sectigo.png).

3. Integrate this code on the page where the seal is to be displayed

Insert the following code within the <head></head> tags of your page:

Insert the following code within the <body></body> tags in the location where the seal is to be displayed:

Warning:

• do not forget to adapt the image path according to the URL noted during stage 2 above.
• CL1 corresponds to a DV SSL certificate. Replace CL1 with SC5 for an EV-type certificate.