Error contacting server when signing in to direct entitlement

When you try to use the Sign In option in a Direct Entitlement enabled DPS app, the viewer displays the following error:

"There was an error contacting the server. Please try again later."

Solution: Check the SSL installation on your direct entitlement server

There are various methods you can use to check. One way to check that the certificate chain is through a command prompt in the Mac Terminal with the following command:

openssl s_client -debug -connect

For example:

openssl s_client -debug -connect mycatalog.mydomain.com:443

It could show you information that indicates there are intermediary certificates you were not aware of.

Another method is to use an SSL checker like this one:

https://www.sslshopper.com/ssl-checker.html

Enter the URL for your server and click check SSL, for example:

https://www.sslshopper.com/ssl-checker.html#hostname=https://mycatalog.mydomain.com

This report could provide useful information about certificate installation problems and solutions. The chain should show no problem indications and its end-point certificate's common name should match that of one on this list of accepted certificates for DPS direct entitlement communications:

http://helpx.adobe.com/digital-publishing-suite/kb/certificates-direct-entitlement.html

Additional information

The error message quoted here can be caused by other, non-SSL-related causes. If your SSL installation appears to be valid, and the certificate on the end point is on our approved list, contact Adobe DPS Enterprise Support using the information in the DPS dashboard.

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