Customer used to Vuforia Studio OnPremise before and tried to test trial for a short time

[mshin]

Customer used to Vuforia Studio OnPremise till this Sep and tried to test trial for a short time before this Nov.

Now some error is occurring when accessing ES server. Please advise regarding this situation.

Log and captures are attached.

[dupatel]

@mshin Please confirm if user is having issue with their Trial ES service  or On-Premise ES . If possible please confirm the ES URL and login User ID to review internally if account is active & ES is working fine.

-Durgesh

[mshin]

@dupatel Here is the customer's account.  Thank you!

st.kim96@icloud.com  

https://00906e60e7b40743.studio-trial.vuforia.io

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[mshin]

Any advice with the issue?

[dupatel]

@mshin Thank you for sharing the details and i m checking internally for Trial account status from provisioning team.

From the Studio application error log  it appears to be a certificate issue at customer site. Are they using any signed SSL certificate ?

Could you please check the attachment and tick  Allow self-signed certificates . 

[2018-11-01T00:44:52.321Z] error: [twx-studio:auto_configure] undefined GET https://studio.vuforia.com/api/v1/service_details Unable to retrieve service details. Request failed. { Error: unable to verify the first certificate
    at TLSSocket.<anonymous> (_tls_wrap.js:1105:38)
    at emitNone (events.js:106:13)
    at TLSSocket.emit (events.js:208:7)
    at TLSSocket._finishInit (_tls_wrap.js:639:8)
    at TLSWrap.ssl.onhandshakedone (_tls_wrap.js:469:38) code: 'UNABLE_TO_VERIFY_LEAF_SIGNATURE' }
[2018-11-01T00:44:52.322Z] error: [twx-studio:index] unhandledRejection Unable to retrieve service details. Request failed.
GET /api/autoConfigure 500 484.493 ms - 35

-Durgesh