PEM Certificate unable to be inserted - Product Issue?

alexanderb67059

24-08-2020

Hi there,

 

I believe I have encountered a product issue in Adobe Campaign Standard and was hoping for help.

 

When trying to send a push notification to an iOS device, an error is generated which says that the "Platform APNS does not exist" for the instance.

We believe this is a PEM certificate issue (as app subscribers are appearing in the subscriptions as expected), however, we are unable to insert a new PEM certificate into the platform.

 

We are operating in our ACS Staging instance, and an error appears when we try to save after inserting the new PEM certificate.

The error is as follows:

Could not open a connection with credentials. Cannot read property 'fingerprint' of null

Could not open a connection with credentials. Cannot read property 'fingerprint' of null
XTK-170068 Error while creating mobile app: '{"error":{"code":10,"message":"ER_DUP_ENTRY: Duplicate entry 'removing_instance_details-removing_instance_details-mkt-s' for key 'name_UNIQUE'"}}'
Could not open a connection with credentials. Cannot read property 'fingerprint' of null
Error while executing the method 'ChangeMobileApp' of service 'nms:mobileApp'.

 Has anyone seen this issue before?

We have also tried generating new PEM certs (which work when sending notifications from other platforms), and a new mobile property in Launch.

 

When we do this we get the below error when trying to insert the PEM certificate:

 

Could not open a connection with credentials. certificate does not support configured environment, production: false

Could not open a connection with credentials. certificate does not support configured environment, production: false
XTK-170068 Error while creating mobile app: '{"error":{"code":10,"message":"ER_DUP_ENTRY: Duplicate entry 'removing_instance_details-removing_instance_details-mkt-s' for key 'name_UNIQUE'"}}'
Could not open a connection with credentials. certificate does not support configured environment, production: false
Error while executing the method 'ChangeMobileApp' of service 'nms:mobileApp'.

 

When we untick the Sandbox Environment box, and try to insert the same PEM certificate, we get the inverse issue from the above:

Could not open a connection with credentials. certificate does not support configured environment, production: true

Could not open a connection with credentials. certificate does not support configured environment, production: true
XTK-170068 Error while creating mobile app: '{"error":{"code":10,"message":"ER_DUP_ENTRY: Duplicate entry 'removing_instance_details-removing_instance_details-mkt-s' for key 'name_UNIQUE'"}}'
Could not open a connection with credentials. certificate does not support configured environment, production: true
Error while executing the method 'ChangeMobileApp' of service 'nms:mobileApp'.

 

Note I edited the clients instance URL from the error pastes above for confidentiality.

 

Does anyone know a workaround for this issue?

Support and Tech Ops have been unable to help entirely and can not determine the cause or fix.

 

Thank you all so much!

Adobe Campaign Standard IOS PEM Push notifications

Accepted Solutions (1)

Accepted Solutions (1)

jainakash

03-09-2020

HI,

The first error might happen due to absence of Certificate or Private Key in the uploaded .pem files. If you have .p12 files you can refer to the method explained in https://docs.adobe.com/content/help/en/campaign-standard/using/communication-channels/push-notificat...to properly convert certificates. 

The second error "Could not open a connection with credentials. certificate does not support configured environment, production: false",  I have not seen this error before. It seems our systems are not able to connect to APNS/APNS-SANDBOX using this certificate. 
Please try regenerating and uploading that certificate. Also test that the certificates work with pusher app.