Troubleshooting SSL Issues: A Guide for Tech Support at Home

In our technologically advanced world, many of us find ourselves stepping into the role of the “tech guru” for our family members. Recently, I had the opportunity to put my knowledge to the test when my aunt called me to troubleshoot an issue she was experiencing with a travel agency website. Her complaint? A warning message in Google Chrome stating, “The connection is not secure.”

The website in question is BrightSun Travel, and while I wouldn’t claim to be a tech expert, I have enough familiarity with the web to recognize that this could be indicative of an SSL certificate problem. SSL (Secure Socket Layer) is a protocol that ensures secure communication over the internet, and when there’s an issue with it, browsers will alert users to potential security risks.

The Details of the Problem

Upon discussing the issue further with my aunt, I learned that the root of the problem arises when she attempts to log into her account and fills out the flight booking form. As she navigates through the website, a message about the connection’s lack of security appears in the address bar. Frustratingly, she reported that after seeing this message, the form becomes non-responsive, leaving her helpless in completing her booking.

She also mentioned a curious detail—a green button that appears in the address bar when the form becomes unresponsive. This could potentially indicate changes in the website’s security status or functionality, further complicating the issue.

Next Steps in Troubleshooting

Given the limited information and my aunt’s somewhat vague descriptions, I knew I needed to take the right steps to investigate the problem. Here’s what I plan to do:

Check Browser Updates: First and foremost, I’ll ensure that her Google Chrome browser is updated to the latest version. Outdated browsers can often lead to compatibility issues with secure websites.
Alternative Browsers: I’ll also suggest that she tries using Internet Explorer (IE) or another browser like Firefox, which may handle the website’s SSL differently and potentially bypass the error.
Explore SSL Status: Lastly, I’ll check the website’s SSL status myself using dedicated tools available online. This will help determine if there’s a broader issue with the site’s certification that might be causing the error.