Certificate Trust Errors When Accessing LSUHSC-NO Services (Including Citrix) on Windows

Resolve certificate trust errors when accessing LSU Health services, including Citrix, on Windows computers. Includes troubleshooting, certificate installation for non-LSUHSC-NO workstations, and support guidance.

Overview

Some Windows computers may display certificate trust errors when accessing LSUHSC-NO services, including Citrix. These errors can occur when Windows does not recognize the root certificate used to validate a service’s certificate.

Initial Troubleshooting

1. Close all browser windows, then try accessing the service in an Incognito or InPrivate window.

2. Check for Windows updates, install applicable updates, and restart the computer if prompted.

   • Microsoft added the emSign Root TLS CA – G1 certificate to its trusted root program on June 30, 2026. Windows normally obtains this certificate automatically when automatic root certificate updates are enabled and Microsoft’s update servers are reachable. Manual installation may be necessary if the certificate has not been obtained automatically.

3. Try accessing the service again.

If the Error Continues

LSUHSC-NO managed workstations:

1. Submit a IT Service Desk request for assistance with certificate trust errors. See the requesting support guidance below.

 

Personally owned or other non-LSUHSC-NO workstations:

If Windows has not automatically obtained the required certificate and the error persists after installing updates, follow the steps below to add it manually. This allows Windows to recognize the certificate authority used by affected LSUHSC-NO services. Administrator permissions are required.

Select a screenshot to view it at full size in a new tab.

1. Download the emSign Root TLS CA – G1 certificate and open the downloaded file. If the Open File security warning appears, select Open.

   

2. In the Certificate window, select Install Certificate.

   

3. Select Local Machine, then select Next.

   

4. If the User Account Control prompt appears, select Yes.

   

5. Select Place all certificates in the following store, then select Browse.

   

6. Choose Trusted Root Certification Authorities, then select OK.

   

7. Confirm that Trusted Root Certification Authorities appears in the Certificate store field, then select Next.

   

8. Select Finish to import the certificate.

   

9. When The import was successful appears, select OK. Close the Certificate window.

   

After installation, close and reopen the browser and try accessing the service again.

If the issue continues or assistance is needed, submit a IT Service Desk request.

Requesting Support

For assistance with certificate trust errors, submit a IT Service Desk request and include the following information:

• The affected service or website address.

• The exact error message or a screenshot.

• Whether the computer is personally owned or LSUHSC-NO managed.

• Whether the issue persists after trying an Incognito/InPrivate session and installing applicable Windows updates.