Hi team,
I’m facing an issue with accessing the tulip app builder site via safari web browser in ipad. getting error like Safari can’t establish a secure connection to the server.” but the same siteis working in windows chrome browser. seems to be some issue in ios device. did anyone face this before? any idea to fix this?
Regards,
Kasilingam
Hi @Kasilingam.samy -
I am checking internally to see if we have seen something like this before. You are on private cloud, correct? In meantime, if anyone else in Community has seen this, let us know! Stay tuned.
HI Beth,
Yes, we are in Private cloud.
Regards,
Kasilingam
Okay, understood. Since you are private cloud, all certificates are managed by your company. Our recommendation is you should check with your IT team if the TLS certificates are properly setup and that the CA certificates are properly installed on the iPad.
I am curious, if you try to load a different instance (for example https://qa.tulip.co) from the iPad, does it work? (you won’t be able to log in, but just to see if it successfully loads the page)
Hi Beth,
we are facing same issue in loading different instance as well.
certificates are properly installed. most of the users reporting issue recently after the update in ipad. updated the iOS version from 17 to 18.01
is there any compatibility issues?
how to check it further?
Regards,
Kasilingam
Kasilingam,
Two more things to try:
Were the other instances you tried also on your company’s private cloud?
Hi Beth,
Yes i will try load the url, what is about this url?
instance doesn’t load with different wifi connection as well.
yes, all other instances are in private cloud only.
Regards,
kasilingam
Checking the two URLs is important to debug the issue here to understand if it is related to the private cloud, or something on the Tulip side.
Can you confirm the following?
If you can, this means that Tulip’s handing of certs are fine and the device has the needed root CA certs to talk to our SaaS platform. The issue is either with the cert setup on your private cloud and / or CA certs on the ipad targeting the private cloud.
If you can load https://acme-staging-v02.api.letsencrypt.org/, this may indicate that Tulip’s use of Lets Encrypt cert needs investigation
Does this make sense?
Hi Beth,
yes, we can load this site http://qa.tulip.co/ from the ipad.
also, we can load https://acme-staging-v02.api.letsencrypt.org/.
since instance is launching from windows device, cert should be fine from tulip private cloud.
do you think if anything can be checked from ipad end to ensure CA certs are working fine and configured correctly?
Regards,
Kasilingam
Okay, seems then that the issue is like the CA cert on the ipad then! I am not very familiar with how to check these myself / don’t have much experience with ipads, but Apple may have some resources that are helpful and your IT team may be able to help as well.
Doing a little digging, I found this thread from Apple, appears they have some issues with the new version and certificate trust settings: iOS 18 Bug -Certificate Trust Sett… | Apple Developer Forums
Hi Beth,
Yes for one of the affected user doesn’t have root certificate in ipad, i’m working to add the root certificates.
but other user who has the root certificate are getting the below screen while login, but he use ipad version 17, do you think if this is an issue with compatibility with the version?
