Possible Errors
1. Your connection is not private
Resolution Path
1. Load the custom URL on your browser and check if the portal loads securely. If it loads securely, it should be a browser-related issue. Please ask the customer to update the browsers to the latest version. If locally reproducible, proceed to step 2.
2. Check if the CNAME for the portal URL is present using this link CNAMELookup . If not present the issue is due to deleted CNAME or the right CNAME is not added.
2. To verify the CNAME details, use the query - "cname_domain" and in respective Haystack based on the pod details in Freshops. The CNAME(will be an alphanumberic.freshdesk.com) should pop up in the CNAMELookup as well. If it's not right, ask the customer to point to the right CNAME obtained from logs.
3. If there are no haystack logs available, go to step 4.
4. Navigate to Admin > Portal > Inspect and click on edit portal. In the Network logs, the generate_cname should have the CNAME in the response :
5. If the above step is verified and the SSL is still not active, raise an L2 ticket.
Good to read: https://confluence.freshworks.com/display/FDCORE/SSL+issues+%3A+Analysis+and+Debugging