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HTTPS websites fail to load or you receive the error message "Connection is untrusted" when using your web browser with ESET products

Issue

  • Websites with SSL Certificates are not accessible
  • You receive the error message: "sec_error_reused_issuer_and_serial"
  • Root certificate not imported correctly

Solution

In some cases, the root certificate is not properly imported during the installation of ESET products. This issue is often resolved by disabling and then re-enabling SSL scanning. To do so, please follow the steps below:

  1. Open your ESET product. How do I open my ESET product?
     
  2. Press F5 to enter Advanced setup.
     
  3. Click Web and email, expand SSL/TLS, click the slider bar next to Enable SSL/TLS protocol filtering and then click OK.

    Version 8.x and earlier: Expand Web and emailProtocol filtering, click SSL, select Do not scan SSL protocol and then click OK.

    Figure 1-1
    Click the image to view larger in new window

  4. Press F5 to enter Advanced setup.
     
  5. Click Web and email, expand SSL/TLS, click the slider bar next to Enable SSL/TLS protocol filtering and then click OK.

    Version 8.x and earlier: Expand Web and emailProtocol filtering, click SSL, select Always scan SSL protocol and then click OK.

    Figure 1-2
    Click the image to view larger in new window

  6. Restart your computer.  

You should now be able to access web pages that use SSL certificates without interference. If the issue persists, you can temporarily disable SSL protocol scanning to continue browsing without interruption. Proceed to the next section for step-by-step instructions.

Disable SSL protocol scanning:

Potential security risk

Disabling SSL scanning will remove a layer of security provided by ESET Smart Security and could expose your system to security risks.

  1. Open your ESET product. How do I open my ESET product?
     
  2. Press F5 to enter Advanced setup.
     
  3. Click Web and email, expand SSL/TLS, click the slider bar next to Enable SSL/TLS protocol filtering and then click OK.

    Version 8.x and earlier: Expand Web and email → Protocol filtering, click SSL, select Do not scan SSL protocol and then click OK.

    Figure 2-1
    Click the image to view larger in new window

You should now be able to access web pages that use SSL certificates without interference. If the issue persists, you can temporarily disable the addition of root certificate to known browsers. Proceed to the next section for step-by-step instructions.

Temporarily disable root certificate

  1. Open your ESET product. How do I open my ESET product?
     
  2. Press F5 to enter Advanced setup.
     
  3. Click Web and email, expand SSL/TLS, click the slider bar next to Add the root certificate to known browsers and then click OK.

    Figure 3-1
    Click the image to view larger in new window

  4. Open your browser and reload the page you were attempting to access. 
     
  5. Open your ESET product. How do I open my ESET product?
     
  6. Press F5 to enter Advanced setup.
     
  7. Click Web and email, expand SSL/TLS, click the slider bar next to Add the root certificate to known browsers and then click OK.

    Figure 3-2
    Click the image to view larger in new window

  8. Restart your computer.

If you are still unable to resolve your issue, please contact ESET Customer Care.


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