Entrust Datacard

Entrust Certificate Services Support Knowledge Base

Last Modified: 2017-08-16 14:13:01.0

How do I resolve the error "Cannot install the certificate because it does not match the certificate requested".

Article Number: 45723

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For Apache (mod_ssl and open_ssl and Tomcat)

When installing the Entrust Datacard server certificate, you may get the following error message:

     Error: "Cannot install the certificate because it does not match the certificate requested."

Here is the solution:

There are three possible causes for this error, please check each of the following below:

1. To install SSL you need to attach a Private key to a Public Key (Certificate file), check if you are using the correct files by doing the following:

Open the file you are using, and check that it is not your certificate request file, which would contains a -----BEGIN NEW CERTIFICATE REQUEST-----  and a ----END NEW CERTIFICATE REQUEST----- lines.

You should be attaching a private key file to the certificate.

This file format is in a .key format (hexadecimal (binary) format) and not a text format.

2. This error will also occur if you are not attaching the certificate to the correct private key file.

3. This error will also occur if you have just recently renewed the certificate and trying to install the old certificate on the new key pair.

If you have any questions or concerns please contact the Entrust Certificate Services Support department for further assistance: 

Hours of Operation: 
Sunday 8:00 PM ET to Friday 8:00 PM ET 
North America (toll free): 1-866-267-9297 
Outside North America: 1-613-270-2680 (or see the list below) 
NOTE: Smart Phone users may use the 1-800 numbers shown in the table below.
Otherwise, it is very important that international callers dial the UITF format exactly as indicated. Do not dial an extra "1" before the "800" or your call will not be accepted as an UITF toll free call. 

CountryNumber
Australia0011 - 800-3687-7863
1-800-767-513
Austria00 - 800-3687-7863
Belgium00 - 800-3687-7863
Denmark00 - 800-3687-7863
Finland990 - 800-3687-7863 (Telecom Finland)
00 - 800-3687-7863 (Finnet)
France00 - 800-3687-7863
Germany00 - 800-3687-7863
Hong Kong001 - 800-3687-7863 (Voice)
002 - 800-3687-7863 (Fax)
Ireland00 - 800-3687-7863
Israel014 - 800-3687-7863
Italy00 - 800-3687-7863
Japan001 - 800-3687-7863 (KDD)
004 - 800-3687-7863 (ITJ)
0061 - 800-3687-7863 (IDC)
Korea001 - 800-3687-7863 (Korea Telecom)
002 - 800-3687-7863 (Dacom)
Malaysia00 - 800-3687-7863
Netherlands00 - 800-3687-7863
New Zealand00 - 800-3687-7863
0800-4413101
Norway00 - 800-3687-7863
Singapore001 - 800-3687-7863
Spain00 - 800-3687-7863
Sweden00 - 800-3687-7863 (Telia)
00 - 800-3687-7863 (Tele2)
Switzerland00 - 800-3687-7863
Taiwan00 - 800-3687-7863
United Kingdom00 - 800-3687-7863
0800 121 6078
+44 (0) 118 953 3088

TN5552

Affected Products:

  • Entrust Certificate Services 1 Year SSL Certificate Version Not Applicable Language Not Applicable Platform Not Applicable
  • Entrust Certificate Services 2 Year SSL Certificate Version Not Applicable Language Not Applicable Platform Not Applicable