SSL Relief

Posted May 10th 2011 04:50 pm

After spending 1 week with email support from Website Source, Comodo, and enom, I finally have the SSL Certificate for a client that was assumed "lost". It turned out that after getting super-frustrated at being sent in circles, Comodo sent me an email saying "Please call support". So I called support and (finally) had my SSL Certificate within 10 minutes. 5 minutes later, I installed it on the client site and everything was at peace.

Here's an overview of what happened:

Ordered a "Comodo Essential SSL Certificate" via our Control Panel (powered by Parallel's Plesk) which is through Website Source (aka: "WSS"), our reseller on May 6

Comodo sent me a "Domain Verification Email". I clicked on the link, provided the code, and verified the domain.

24 hours later, I did not receive an email from Comodo with a "Here's your Certificate", so I contacted Comodo about it

They said to contact my reseller (they said "enom", which isn't true)

I contacted WSS about the issue, and they weren't sure about the WSS/Comodo relationship. They also said that I can contact Comodo and cc them on all correspondences in the future with Comodo

I sent back an email with the instructions that I used to obtain the Certificate purchase procedure.

It turns out WSS didn't even know that purchasing SSL Certificates through Plesk was possible (even though I did it a few months ago). This was their response:

Well, that clears up our first source of confusion - buying SSL certs through the Plesk panel might be a new thing, we didn't know it was possible.
 
SO- unfortunately it doesn't seem to do anything to clear up what happened after you ordered it.
 
Perhaps you could write to Comodo again and say, basically- your last message didn't make a lot of sense, Enom shouldn't have anything to do with this transaction, could you please either tell me exactly where the certificate was sent, or just resend it to the proper address?
 
As I said, feel free to cc us on this stuff. I hope that you can clear it up with Comodo. If not, then I imagine that we'll have to open a ticket with Parallels.

I contacted Comodo again, and they sent over the same response ("The certificate has already been issued. Please contact your webhost reseller")

I sent them a response saying "I know - I've contacted them and they said enom shouldn't even be part of this"). I also asked "Where did it go?"

They responded with "Please be informed that i have sent the certificate once again to your account email id. Kindly contact your web host. Also for your information you can directly download your certificate from your account login."

I tried to login to their "Account manager", but none of my login combinations worked. I tried their "Forgot your password" feature, but it said that all of my login information was wrong. SO...I contacted them about it

They responded with:

If you want to get the login detail, you will have to reset the password and get the login detail through the account admin email ids.
 
You can reset the password by the given below link by entering the order number and account admin mail id and get the login detail through your account admin email id: [password reset link]

I responded saying "THAT DIDN'T WORK! This is why I'm writing to Comodo - to say it didn't work!"

They responded with "The certificate has already been issued. Please contact your webhost reseller (enom)" (sound familiar?)

So, I set up a support ticket with enom and awaited a response.

In regards to my "Account Manager" issue, I received
an email saying the following:

For this reasons you need to contact your webhost [Secure Business Services],they will assist you in better way.

meaning I need to talk to enom

I appended the ticket I sent to enom saying this

I finally received a response from enom late last night saying

Thank you for contacting eNom technical support. I will be glad to look into this for you, but I will need some additional information to better assist you. Unfortunately I was not able to locate the domain: #### or any account associated with it on our system. Do you have an account with eNom? And if so, what is your login ID? In order to 
 
purchase this certificate, you would need to have had an account with eNom or eNom Central. Unfortunately without additional information I won't be able to find any additional information, and it is likely you did not purchase this directly through us.
 
It is possible that you may have ordered this through a reseller that uses eNom as their backend service provider. In which case, you would want to contact them to find out more information, and for further assistance.

I tried to respond to the ticket, but enom's ticket management system kept logging me out for some odd reason. I even tried a different computer and different browser, but it kept logging me out even when I wasn't logged in. I couldn't go anywhere or do anything, so I emailed them about it.

I received an email from Comodo again (with the title "Password Reminder") saying that enom had the certificate and I had to go through enom to get it. I also received an email from WSS asking what the issues were with my password. I responded saying "I only cc'ed you on this. There aren't any troubles with my login"

I responded to Comodo saying "I can't login to the account manager, I can't get access to the certificate, I can't get a straight answer!" (paraphrasing)

Comodo responded saying "The instructions enom provided you were wrong" and some other @^(*&$! about how I have to go through enom to get it

I said that the instructions were NOT provided by enom, they were provided by Comodo! I think this is the 3rd or 4th time I said "If I can't get a straight answer, I will demand a refund and go somewhere else" (at this point, I was ready to punch through my laptop - my mediation training from Martial Arts couldn't save me now!)

Comodo sent me an email saying "Thank you for your reply, please call into our support staff for further assistance at US"

I called Comodo support, and got the certificate emailed to me within 10 minutes

I told WSS what had happened and cleared things up with them saying it wasn't their fault. I am still awaiting some type of answer from enom if I ever get it.

...and that was the past few days. May 6 to today to be exact. It feels good to get that off my chest and release some steam. I was driving like crazy today and about to rip something if I got my hands on it since nobody was paying attention and didn't understand what was going on.

ANYWAY, here's today's comic (which I think is very relevant):

Is this the first time I've posted a SMBC comic?

That pretty much sums up my past few days. Keat and I went house hunting on Sunday and found a few houses that we liked. We sent the list off to her parents and are awaiting "the talk."

I also called my mother on Mother's day and wished her "Happy Mothers Day". Yay for mothers!

Also got Half-Life re-downloaded from my old Steam account and started that back up. By using a wireless mouse I have from ??? ago, I'm doing pretty well for not having played the game in about.....4 years? The CD didn't want to install on Vista 64, but luckily Steam had my account active and I was able to re-download the install files. Yay! Now to deal with all of the stuff that piled up over the past few days while I was dealing with the SSL stuff.

PS: Keat finished up her final semester at HCC today and graduates on Thursday! Hooray for her! Now on to Western to finish up her Bachelors.

PPS: I (and Keat) am on the Squishable Gallery! (2nd page) YAY!

Tags:#squishable #ssl #comodo #websitesource #enom #halflife #certificate #plesk #parallels #smbc

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