What are the possible causes of Video Connector showing N/A in Remote Portal or fails to connect?

Question

Answer

If you’ve noticed that your browser displays “Company_Name Checkpoint CA” as the certificate issuer instead of the expected “DigiCert Assured ID Root G2”, it usually indicates that SSL interception is taking place.

This is common in enterprise environments where security solutions (like Check Point, Zscaler, etc.) inspect HTTPS traffic, but can sometimes lead to unexpected issues with some applications.

They do this by:

Connecting to the real website using the DigiCert certificate.
Creating a new certificate for the client, issued by the internal CA (e.g., "Company_Name Checkpoint CA").
Presenting that to the browser — so the browser never sees the original DigiCert cert.

Result: The connection is secure, but intercepted, and the browser shows the proxy’s certificate, not the original.

To solve this, open the URL: https://account.keenfinity.tech/realms/KF-01/.well-known/openid-configuration in the Chrome browser:

Does the browser show a valid certificate?
If the certificate was issued by "Company_Name CA", please ensure that the corresponding Company_Name root or intermediate certificate is installed on the DIP system under the Trusted Root Certification Authorities or Intermediate Certification Authorities.

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Scenario of a potential issue that could occur if the corresponding Company_Name root or intermediate certificate is NOT installed on the DIP system:

· DIVAR IP AIO 6000

· System Manager version: 2.5

· Video Connector is installed on the unit

· Even if the DIVAR IP AIO 6000 seems to be connected (online) to Remote Portal, the system cannot be reached using Video Security (VSC) app.

However, after assigning a VideoView+ license to it, the Video Connector could show the status as N/A.

In this case, check if the video connector service is running and restart it, if necessary.