Support » Fixing WordPress » SSL Certificate and SiteLock are not compatible

  • A heads-up for those using these security measures.

    Bluehost offered me a free SSL Certificate and SiteLock, both of which I accepted.

    When my SSL certificate was updated a few days ago, my site broke, and they can’t fix it.

    Support said they will be notifying the admin that SSL certificate and Sitelock are not compatible.

    In the meantime, I want to get the word out to other users – don’t use these together!

    The page I need help with: [log in to see the link]

Viewing 15 replies - 1 through 15 (of 21 total)
  • Hello Wendy,

    Thank you for the suggestion.

    Further, I assume both SSL & SiteLock have a different role, no idea how they are getting conflict, but as the hosting provider said they have to be some reason.

    I would suggest, you can bypass the SSL certificate as your site is CMS site and does take any secure payments or user information.

    Instead of Opt of Sitelock which focus more on Security and Malware protection. Just a suggestion.

    Thanks.

    Moderator Steven Stern (sterndata)

    (@sterndata)

    Forum Moderator & Support Team Volunteer

    I suggest you contact Sitelock support

    https://my.bluehost.com/hosting/help/2059

    Sitelock and SSL are not inherently incompatible, so something is misconfigured.

    Thanks for the responses everyone.

    Kartiks, I’m increasingly thinking that just because the Bluehost support team said something, doesn’t mean it’s true.

    I’ve had so much conflicting advice from different support people there!

    Actually my site does have a contact form that takes user information, but now that I no longer plan to add a web shop with Woo Commerce, I think I might be far better off giving up on trying to manage a hosted site & migrate it back to WordPress.com where all the security & backups were taken care of.

    Steve, I’m a bit wary of contacting Sitelock, because whenever I chatted to a Sitelock rep via Bluehost support chat, they were not interested in helping except to sell me a $250 solution. But I will try with the link you provide and see what I learn.

    Thanks again, stay tuned…

    Steve, Sitelock support chat doesn’t seem to be attended. I’m thanked for contacting sitelock, asked how I am today, but after 10-15 mins there is no other response from their end. I’ve opened two separate chats now, but same result. Is that normal for Sitelock chat?

    Moderator Steven Stern (sterndata)

    (@sterndata)

    Forum Moderator & Support Team Volunteer

    I have no idea. I’ve never used Sitelock.

    @wendy-garrity,

    Logan from SiteLock here. I can assure you that all paid SiteLock products are 100% compatible with SSL. We are a security company that strongly encourages all websites to use SSL certificates, with or without eCommerce or online forms. Just based on what I’ve read here, it sounds like your new SSL certificate simply needs to be uploaded to SiteLock’s servers. Each time your SSL certificate is renewed, typically Bluehost automatically installs it to your hosting server, and typically this is also transmitted to SiteLock automatically. For most Bluehost customers using SiteLock this is a completely seamless operation that requires no action because our systems do the heavy lifting for you. Clearly there is some reason the automatic integration did not complete this task. Without knowing the specifics of your hosting plan I couldn’t say why this was not performed automatically, but rest assured that this is something that can be resolved by contacting SiteLock Support.

    I apologize for the long wait using SiteLock chat. Yesterday we observed Memorial Day here in the United States, which is a holiday often celebrated through the three-day weekend. There may have been reduced staff on the chat team as a result. I’ve reached out to you via email to ensure this gets addressed.

    • This reply was modified 2 years, 5 months ago by Logan Kipp.
    • This reply was modified 2 years, 5 months ago by Logan Kipp.

    So when unattended, Sitelock’s chat can auto-send a greeting from a staff member who is not there? That’s a bit misleading, and I wasted 30 mins waiting for people who were likely not there at all.

    That may not have bothered me so much if I hadn’t already spent almost 2 hours with Bluehost chat (I kid you not!) trying to solve the issue, on top of several other shorter sessions with Bluehost chat trying to work it out. I was there so long that the chat window failed (wouldn’t accept my messages any more) before it could be solved.

    I actually gave up on Bluehost and am in the process of moving my site back to WP.com

    Yes, this is absolutely true, the Bluehost free SSL and SiteLock are not compatible. If you run into this trouble, call them on the toll-free number. Do not use the chat. The chat people have much trouble with this, the folks on the phone will simply turn off SiteLock and all will be fine.

    I have run into this on all of the Bluehost WordPress sites I manage(d) and the conflict is a problem. Remember, do not use the chat! Call them on the phone.

    @wendy-garrity — I touched base with our Support team who have advised me that you were able to resolve this issue with them yesterday. Please let us know if there is anything else we can help you with.

    @rogeralb — If you are experiencing any issues using free Bluehost SSL certificates with SiteLock services, we’d definitely love to help you get those resolved as well. Please reach out at your earliest convenience.

    *Edited for typos.

    • This reply was modified 2 years, 5 months ago by Logan Kipp.
    • This reply was modified 2 years, 5 months ago by Logan Kipp.

    We almost finished resolving this issue yesterday. Still to check: re-installing the SSL certificate and re-instating the redirect to Sitelock and then back to Bluehost. Watch this space to hear if it all still works once that is done.

    Roger: I agree, I don’t think I will ever use Bluehost chat again! I need to check whether the toll-free number works if I am calling from Australia.

    I also lost most of my sidebar widgets, and might try to put them back first before I finish with the SSL

    I don’t see any toll-free number to use to contact Bluehost from Australia. All numbers I see on their website are +1 (844) 213-784X plus a toll-free number to use from the US only. They don’t do call-backs – I asked last time I was on chat to them.

    Wendy,
    There is one other thing that I totally forgot about! The CDN feature does not work with the free SSL and will give you a similar, if not identical, error. You probably know that you will find the CDN switch when you log into your Bluehost account and click the WordPress Tool link at the top of the page. At the Performance option (on the left) you will find the CDN switch. Apparently it has to be Off.

    I ran into this several months ago and totally forgot about it. It was one of the phone techs that told me about it.

    The last few days I have had major issues on my site stemming from a bum SSL certificate. The techs removed the old certificate, put in a new one, and the propagation process started. But, when I checked my site much later there was a new, but similar, error message. I spoke on the phone again late last night, but the tech was convinced it was still slow propagation, and my own checking seemed to indicate that was right. But, because I am sort of a nosey kind of person, I was checking my account when I remembered the CDN issues. Somehow my CDN switch was on, which it should not have been. The moment it was turned to Off the problem with the site cleared up.

    By best guess, and that is all it is, is that during the SSL fix process that switch magically got turned on. When I not-so-magically turned it off again, the site was repaired.

    So, now with the SSL fix that the phone techs instituted and the CDN switch to off, my site is happier than garlic on bread … with butter!

    @rogeralb,

    Logan from SiteLock here. To reiterate, SiteLock supports the Bluehost free SSL. It is apparent that you are experiencing a configuration issue that could use some attention. I would once again encourage you to contact SiteLock directly so that we can assist you with resolving this issue.

Viewing 15 replies - 1 through 15 (of 21 total)
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