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ISSUE DETAILS
After installing or upgrading to HP Web Jetadmin 10.3 or later and starting the HP Web Jetadmin
service, the HP Web Jetadmin client cannot be started. The browser returns the following error
messages: This page cannot be displayed and/or 400. The same error messages are returned when
starting the HP Web Jetadmin diagnostics pages (http://localhost:8000/diagnostics).
For a new installation, the HP Web Jetadmin SQL tables are missing and there are no HP Web
Jetadmin files in the C:\Windows\ServiceProfiles\NetworkService\AppData\Local\Hewlett-
Packard\HPWebJetadmin\WjaService directory, except for some files in the tracing folder.
ROOT CAUSE
For security reasons, HP Web Jetadmin requires a certificate chain and the required certificate chain
cannot be built. A certificate chain build failure message appears in the debug log for the HP Web
Jetadmin service.
As of 6/21/2012, the HP Web Jetadmin VeriSign code signing certificate expired. If the operating
system on the server that hosts HP Web Jetadmin has not been updated with the latest Microsoft
hotfixes beyond the current Service Pack, this issue might occur. Internet Explorer 7, 8, and 9 all
exhibit the same behavior when launching HP Web Jetadmin from a client.
HP Web Jetadmin requires a VeriSign Trusted Certificate on the server that hosts HP Web Jetadmin.
During the HP Web Jetadmin service startup, the software builds a certificate chain to validate that
these HP Web Jetadmin components and binaries are authentic HP assets. If the necessary VeriSign
certificates are missing on the server, the service is designed so that it will not start all of the HP Web
Jetadmin components. This is a security measure.
The following are the names of the required certificates:
VeriSign Class 3 Code Signing 2010 CA
VeriSign Class 3 Public Primary Certification Authority – G5
The certificate chain resembles the following:
- VeriSign
- VeriSign Class 3 Code Signing 2010 CA
- Hewlett-Packard
This chain is then used to verify that the component manifest is intact and has not been altered. The
HP Web Jetadmin server must have up-to-date Certificate Authority (CA) certificates to perform the
proper validation and to fully load and start HP Web Jetadmin.
RESOLUTION
To resolve this issue, the user must install the proper VeriSign certificates on the HP Web Jetadmin
server, and then restart the HP Web Jetadmin service.
How can I obtain the necessary certificates?
VeriSign Class 3 Code Signing 2010 CA
VeriSign Class 3 Public Primary Certification Authority – G5
Method A: Microsoft Windows Update process
This method is typically done automatically with the Windows Update process. If for some reason the
Microsoft Windows Update process does not install the proper VeriSign certificates on the server that
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