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why can't I load google.com or mail.google.com?

  • 4 replies
  • 12 have this problem
  • 2 views
  • Last reply by jemison

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I am suddenly unable to access the google.com or mail.google.com sites. I get a "This connection is untrusted" graphic with no instructions on how to correct the problem - which has never occurred before for me. I did just update Kaspersky Internet Security, but the message I get says that it is a Firefox action. I can access the sites successfully using Chrome browser.

I was hoping I could find a way to upload my screenshot, but don't find that option here.

I am suddenly unable to access the google.com or mail.google.com sites. I get a "This connection is untrusted" graphic with no instructions on how to correct the problem - which has never occurred before for me. I did just update Kaspersky Internet Security, but the message I get says that it is a Firefox action. I can access the sites successfully using Chrome browser. I was hoping I could find a way to upload my screenshot, but don't find that option here.

All Replies (4)

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Please follow the instructions given in this article to troubleshoot your problem: "This Connection is Untrusted" error message appears - What to do. It provides several reasons why you could be seeing this error and how to resolve it.

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You can retrieve the certificate and check details like who issued certificates and expiration dates of certificates.

  • Click the link at the bottom of the error page: "I Understand the Risks"
  • Let Firefox retrieve the certificate: "Add Exception" -> "Get Certificate"
  • Click the "View" button and inspect the certificate and check who is the issuer.

You can see more details like the intermediate certificates that are used in the Details tab.

If the certificate is issued by your Kaspersky security software then you either need to disable this feature in Kaspersky or install the Kaspersky root certificate.

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The troubleshooting message says; mail.google.com uses an invalid security certificate. The certificate is not trusted because the issuer certificate is unknown. (Error code: sec_error_unknown_issuer)

I followed the appropriate instructions by deleting the cert8.db file with Firefox closed. It was rebuilt upon restarting FF, but problem persists.

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that works fine for google.com and yahoo.com, but the error message for mail.google.com doesn't have the "I understand the risks" option. The only option is the "Troubleshoot" . A screenshot is attached: