Troubleshooting Signature Failure

    If you encounter a Signature Failure error while launching a Zoho Assist application, it usually indicates that a required root or intermediate certificate is missing on that specific computer. To resolve this issue, follow the steps below.

    Steps to Install Certificates from the Downloaded Application

    Step 1: Access File Properties

    • Right-click on the downloaded ZA_connect.exe and select Properties.

    • For Desktop Central / UEMS sessions:
      • Locate Connect.exe in: C:\Program Files (x86)\ManageEngine\UEMS_Agent\temp
      • Right click and select Properties.


     

    Step 2: Open Digital Signatures

    Go to the Digital Signatures tab in the Properties window.

    Step 3: View Certificate Chain

    • Select ZOHO Corporation Private Limited in the signature list and click Details.
    • Click View Certificate.
    • Go to the Certificate Path tab.

    This shows the hierarchy of certificates (the chain) validating the Zoho signature.

    Step 4: Install Supporting Certificates

    Install every certificate in the chain except the bottom one (ZOHO Corporation Private Limited).

    • Select a certificate from the chain.
    • Click View Certificate > Install Certificate.
    • Follow the Import Wizard prompts.
    • Repeat for all parent certificates in the chain.

    Step 5: Choose Store Location

    Select Local Machine as the certificate store location.

    Step 6: Select Certificate Store

    • Choose Automatically select the certificate store based on the type of certificate.
    • Click Next.

    Step 7: Complete Installation

    • Click Finish.
    • A success message confirms that the certificate was installed.

    Step 8: Restart

    • Repeat for all certificates in the chain and restart the application.
    • If the issue persists, restart the system.

    Installing Certificates on Multiple Machines

    If you need to install certificates on multiple machines, you can export them from the downloaded application and install them on each machine using the same steps described earlier.

    Steps to Export Certificates

    Step 1: Open Certificate Details

    After completing Step 3 from the installation instructions above:

    1. Select a certificate from the list (Root or Intermediate).
    2. Click View Certificate.
    3. Go to the Details tab in the new window.
    4. Click Copy to File to start the Export Wizard.
    5. Repeat for all parent certificates in the chain.

    Step 2: Proceed with Export Wizard

    Click Next in the Export Wizard.

    Step 3: Choose Format

    • Select DER encoded binary X.509 (.CER) format.
    • Click Next.

    Step 4: Save Certificate

    • Choose a location to save the file by clicking Browse.
    • Click Next.

    Step 5: Complete Export

    • Click Finish.

    • You will see a confirmation message if the export is successful.

    Step 6: Repeat for All Certificates

    • Export all certificates in the chain using the same steps.
    • After exporting, you can install the certificates on any machine by double-clicking the exported .cer files and following the installation steps described earlier.

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