I am running DT version 4.0.2 on MacOS version Ventura 13.7.7. When DT starts, the Support Assistant window appears, but it is blank. Starting the Support Assistant or the Tutorials from the Help menu also launches a blank window. This worked OK two weeks ago. My MacBook Pro has not been used during the last two weeks, so it seems strange that it no longer works.
Does clearing the cache (see DEVONthink menu) or rebooting fix this?
I have rebooted several times and also cleared the cache in the DEVONthink menu, but the problem persists. The two tick boxes and the Close button on the window work, but the window’s content is blank. I am using Vivaldi version 7.5.3735.62 (Stable channel) (x86_64), and I thought that perhaps the content was streamed via the browser. I therefore changed to Safari as the default browser, but this did not change anything. Can you please let me know how the data is supposed to be streamed to the Support Assistant window?
Go to our site in Safari.
Select Safari > Connection Security Details. Is the certificate reporting as invalid?
Yes, this is indeed the problem. I get the following certificate message:
*.devontechnologies.com
Issued by: Sectigo Public Server Authentication CA DV R36
Expires: Sunday, 13 September 2026 at 01:59:59 Central European Summer Time
“Sectigo Public Server Authentication Root R46” certificate is not trusted.
We are investigating why some people are receiving this distrust. Not everyone is. I have multiple Macs and none exhibit any issue. Others in here, even on other continents, aren’t either.
However, in the Vivaldi browser the certificate is valid, so the certificate trust issue only appears on Safari.
Thanks for checking!
I got it fixed by installing the intermediate certificate SectigoPublicServerAuthenticationRootR46_USERTrust.crt. See:
Sectigo Public Server Authentication Root R46 - Intermediate certificate.
2 Likes
Thank you so much for sharing the direct link!
This also fixed my issues.
I am delighted it worked. The problem is not new, and it has been debated in various fora for several years. The only thing that puzzles me is why it happened just now. I suspect that either a certificate expired, which created the untrust situation, or a system or Safari update caused the problem.
SSL/TSL certificates expire every year now and a few days ago we had to swop the certificate for all our sites and services. This triggered the issue for some people.