SSL certificate loading forever

[Éter]

Hi,

I have connected my custom domain to HubSpot. I noticed that the SSL certificate is showing for the www version of my site, but the non-www version is still loading. (For way more than 4 hours)

Also, my account shows: "You have a limit of 1 domain. To connect a new domain, disconnect 1 domain or upgrade your plan."

Does HubSpot treat www.example.com and example.com as two separate domains? Could this be the reason why isnt my certifucate loading?

I am new to hubspot and have no idea where the problem is 😞 My DNS settings should be good- as required.

Thank you in advance!

[TomM2 · Accepted solution]

Hey @Éter could it be possible you have another SSL cert setup somewhere else for your root domain? I've seen issues before where two SSL certs are attempted to be provisioned on the same domain, if you had this domain pointed somewhere else before you should check there or with your domain provider to ensure there's no existing cert. 

Also regarding "Does HubSpot treat www.example.com and example.com as two separate domains? Could this be the reason why isnt my certifucate loading?" 

Yes, they are two seperate domains. www.example.com is a subdomain, example.com is a root domain. It's a common confusion as "www" is a commonly used subdomain for the main website but it is a subdomain the exact same way info.example.com blog.example.com would be. Most people just redirect www. to the root domain like you have however.  

[BérangèreL]

Hi @Éter,
 

Thank you for raising this issue with the HubSpot Community around the SSL certificate loading indefinitely.

We understand how important a secure and responsive website is for your business, and we’re here to help.
 

To start with, can you please try the following troubleshooting steps:
 

- Clear your browser’s cache and cookies, then reload your page.
- Ensure your domain is properly connected in your HubSpot settings (Settings > Domains & URLs).
- Check if there are any pending DNS changes or propagation delays.
- If the problem persists, try accessing your site from a different network or device.

Here are some resources on the topic that may help:

- SSL and domain security in HubSpot
- Add a custom SSL certificate to your account
- Free SSL Certificate
- Troubleshoot SSL certificate errors
- Update DNS records for SSL changes

Also, let's consult with our Top Experts: Hi @TomM2, @BarryGrennan and @MichaelMa do you have other suggestions to help @Éter, please?

Have a lovely day and thanks so much!
Bérangère