Who is this article for?

Users who encounter the error when signing in to the desktop client.

IT Administrator permissions are required to resolve the issue.

When logging in to the application, you might see "Login Failed" and the log shows the error message "The remote certificate is invalid according to the validation procedure", yet when you check the server certificate it looks okay.  

This article outlines how to troubleshoot the problem.

1. Issue

When logging in and entering your credentials, you see the error "Login Failed".

To troubleshoot the issue:

1. Ensure you enter correct credentials.
2. If the issue persists then, check the client log file at %localappdata%\Vision\[instance]\LogFiles. 
3. If the log contains a long error message that ends the text "The remote certificate is invalid according to the validation procedure.", the server's SSL certificate may be invalid.

Exception of type: SecurityNegotiationException - Message: Could not establish trust relationship for the SSL/TLS secure channel with authority 'server.domain.com'.
[...]
Exception rethrown at [0]:
[...]
1.1. Exception of type: WebException - Message: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel.
[...]
1.1.1. Exception of type: AuthenticationException - Message: The remote certificate is invalid according to the validation procedure.

4. Open a browser.
5. Connect to a secure server URL (e.g. https://server.domain.com/PentanaPRD/WebUI).
6. If the certificate is not valid, the browser will display an error message.
7. If the certificate is valid then, this shows a contradiction, because the browser and the desktop application are reporting different things.

2. Solution

2.1. Invalid certificate

To resolve the error, use the browser to inspect the certificate and determine the issue, then install a valid certificate on the server.

2.2. Valid certificate

In this situation, the issue relates to proxy servers/firewalls and certificates required by the client in order to connect successfully.

The error logs show that while the browser is connecting successfully, the client application is not receiving a valid certificate from the proxy.

To resolve the error, ensure that correct certificates are available on the client PC.