1

Hi there

I would kindly like to request assistance regarding an issue we are facing with the spiceworks helpdesk app on android devices.

I am using the selfhosted version of SW (Spiceworks Version 7.5.00107 ).

I have also opened it up for accessing the helpdesk from the internet using cloudflare services.

Everything works fine when accessing the helpdesk from a PC & Android mobile browser.

However when trying to setup the helpdesk app on an android device, I get the following untrusted certificate error:

“the server presented a certificate issued by an entity that is not trusted. The Spiceworks application uses a self signed certificate by default that could cause this behavior.

You may want to consider installing a certificate signed by a trusted CA”

Below this message the following 3 options are presented:

  1. Proceed
  2. Cancel
  3. View details

When selecting options 1 and 3, the untrusted certificate error popup just disappears and brings me back to the profile page. As does option 2.

I cannot continue past the untrusted certificate error screen.

I must note that I am trying to access the helpdesk from the app using a domain name registered on the internet

When accessing the helpdesk from the app by entering our company public IP, we receive the untrusted certificate error and are able to proceed to the helpdesk.

However, accessing the helpdesk from the app by entering our company public IP is not a viable option for us.

I also tried setting up the helpdesk app on an apple device (iphone 6) and tried accessing it using the registered domain name. This worked without prompting any errors.

I have searched through the community for answers but none of the mentioned options resolved my issue.

I have already tried the following:

  1. Restart SW Services
  2. Uninstall SW helpdesk app and re-install
  3. Install custom SSL certificate ( https://community.spiceworks.com/support/desktop/troubleshooting/custom-ssl-certificate and https://support.cloudflare.com/hc/en-us/articles/115000479507-Managing-Cloudflare-Origin-CA-certificates )

Please advise on how to resolve this.

Thank you in advance!

4 Spice ups
2

I had this same issue on my old phone. It seemed to be caused by for Work profile (as the app worked just fine outside my work profile).

Are you able to delete your work profile and re-create it?

3

Hi Brian, I’m not sure I understand what you mean with work profile. If you mean the profile in the helpdesk app then yes I am able to delete and re-create it. Unfortunately that does not solve the issue.

4

Your Work profile on your Android mobile device where you install the Help Desk mobile app.

5

No then in that case we do not use work profiles on our android devices.