Unable to connect to Visual Paradigm’s Server over Internet

There are several services in Visual Paradigm Desktop client require to connect to Visual Paradigm’s server on Internet, including

• Software activation
• Signup/connect to VP Online repository
• Access to Community Circle
• Download sample diagram templates
• Download help resources

Some users may experience problem that their VP Desktop client unable to connect to Visual Paradigm’s server even they do have Internet access. If you see the SSL handshape exception in your Visual Paradigm desktop client’s log file then the problem very likely to be caused by there is a proxy (could be a transparent one) in your network blocking the resolve of SSL certificate thus lead to fail to connect to our server. To solve this problem:

1. Install the OpenSSL tool to your computer (if you didn’t have it).
2. Execute the following command

   openssl s_client -connect %target_URL%:443 -showcerts

   You can find the URL from log file (click here to learn where to locate the log file). Make sure you don’t include the https:// in the command

3. This will show you the certificate chain, very likely will have 3 certificates.
   

   One of the SSL Certificate from Visual Paradigm’s server

4. Save each certificate by copy & paste the content of the certificate into file (including —–BEGIN CERTIFICATE—– and —–END CERTIFICATE—–).
5. Import the certificate to Visual Paradigm Desktop client’s JRE. Open Command Prompt/Terminal and navigate to %VP installation directory%/jre/bin folder
6. Execute the following command
   • For Window/Linux

     keytool -importcert -keystore %VP_installation_dir%/jre/lib/security/cacerts -storepass changeit -file %path_of_saved_cert_file% -alias %define_your_own_alias%

   • For Mac

     keytool –importcert –keystore %VP_app_location%/Contents/Resources/jre.bundle/Contents/Home/lib/security –storepass changeit -file %path_of_saved_cert_file% -alias %define_you_own_alias%

7. Repeat the steps to import all saved certificate

After that your VP application should able to connect to our server.