Vuforia View not able to load experience

[TeresaVR]

Hi,

I am having trouble with Vuforia View this time. I checked already all of the entries about the topic but I still haven´t found the solution. 

So last time I worked with Vuforia Studio  was two years ago. I don´t remember having to check the "Allow self-signed certificates", but this time I can´t validate the Experience Service without checking this box.

The experience seems to be working in Vuforia View on Apple devices (iPhone and iPad), but not on my  Android phone.  

I am not sure if the certificate and the fact that the experience is not loading are related. I attach also the log files. Has somebody an idea why this might be happening?

Thanks in advance.

Best regards,

Teresa

[RolandRaytchev]

Hi @TeresaVR ,

the self-signed certificate us required (http://support.ptc.com/help/vuforia/studio/en/#page/Studio_Help_Center%2FConfigInfo.html ) when you use self signed certificate on your experience server  if HTTPS. So far I see the picture it is https experience service / on premises . What certificate was used for the installation - self signed certificate? Could you check if the certificate is still valid?(https://www.venafi.com/education-center/ssl/how-to-check-ssl-certificate )

I looked in the log errors : AR_ERROR_NOT_YET_AVAILABLE and  RET_CHECK failure  which is strange - so question is what is the used device - is it an android device supported according to google ARCore supporthttps://developers.google.com/ar/devices

I checked if there are some issue known. I found 2 reported articles at the PTC database and attached here the info and hope that it is helpful for you.:

Error while publishing a Project in Vuforia Studio to an SSL enabled On-Premise Experience Service

Description

• In Vuforia Studio when trying to publish a Project to an Experience Service on secure connection (HTTPS), the publish might fail and throws an error message "DEPTH_ZERO_SELF_SIGNED_CERT"
• Studio Project publish fails with SSL error

• Cause

  • The root cause of this behavior is due to invalid SSL certificate or Studio environment configurations.

  Resolution

  To resolve the issue follow the instructions below:

  1. In Vuforia Experience Service, check the certificate. Make sure the SSL certificate is registered and not expired and not invalid.
  2. In Vuforia Studio, in Project, in Configuration > Info menu, switch on the Allow self-signed certificates option
  3. In Windows, Linux or Macos, set the Environment Variable named NODE_TLS_REJECT_UNAUTHORIZED at the value 0.
  4. Restart Vuforia Studio application
  5. Publish the Project.

And another issue 

Android devices unable to view Experiences from an On-Premises Experience Service using self-signed certificates

Description

• Vuforia View showing Unable to connect to an Experience Service. Check your settings or contact administrator error in UI
• java.security.cert.CertPathValidatorException: Trust anchor for certification path not found in Vuforia View logs from an Android device

Cause

• Using Self-Signed certificate for SSL security with communication between Experience Service & Vuforia View devices
• Not using CA signed certificates which is recommended for high security environment and data communications

Resolution

• Android is picky about which self-signed certificates it will allow or rather insists that the root of a certificate chain be denoted as a CA
• Whatever the root of the CA chain is seems to require the CA: TRUE designation on Android including self-signed certificates
• Refer to the post https://gist.github.com/Soarez/9688998 and generate certificate with setting up your own CA 
• Use of one's own CA would help with self-signed cert, users should only have to install it, not all the downstream certificates produced from it.
• Recommend and better approach is to use a paid CA cert from a trusted vendor, which avoids users to install or specially trust anything and is best considering the security measures

 Unable to connect to Experience Service (HTTPS protocol) with Android device