All orders suddenly stop loading from your host and the log shows "The remote certificate is invalid". Your host's security certificate is not trusted on the Shipstore server. Add the host's root certificate to each server's trusted store.

Problem

Every order stops loading from your host at once. The log shows:

Exception getting order details for order [order number] from [your host]
The remote certificate is invalid according to the validation procedure
The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel

This usually applies to Private Cloud (dedicated-server) setups that pull orders from a hosted order system over a secure (HTTPS) connection.

Cause

The security certificate your host presents is not trusted on the Shipstore server, so the secure connection (TLS) fails and Shipstore cannot pull order details. The break is sudden and affects every order and every station on that host. The certificate comes from your host or its certificate provider, but it is trusted on the Shipstore server side.

Fix

  1. Confirm the error reads "The remote certificate is invalid according to the validation procedure" and names your host.
  2. Get your host site's current root certificate from the host or its certificate provider.
  3. On each Shipstore server, add that root certificate to the Windows Trusted Root Certification Authorities store.
  4. Load orders again and confirm order details return with no certificate error.
  5. Ask your host to renew or correct the certificate at the source so you do not have to trust it by hand next time.
  6. If you are on a fully hosted plan (not your own servers) or cannot reach the server's certificate store, email support@shipstore.com with your company name and the exact error text.

What you should see

Orders load on all stations with no certificate error, and the host's root certificate appears in each server's trusted root store.