• Emilio Vásquez

  • February 12, 2022 05:28

  Any update about this issue, the platform doesn't allow to update the PEM yet, I have the same issue like Jonathon.

  I will appreciate your help. Thanks.

• Mick O'Donnell

  • February 16, 2022 15:58

  Zendesk Product Manager

  Hi Jonathon and Emilio. Thanks for flagging this issue with us. We're working to get this one resolved as soon as possible so that uploads are accepted once again with the new signing structure. I don't have an exact date, but as soon as this is resolved, I'll update this post to let you know. Our apologies for this inconvenience. 

• Oren Reuveni

  • February 24, 2022 12:31

  Hi guys, I'm also getting this error. Would be happy to hear of any progress

• Nelson Rivera

  • March 01, 2022 20:01

  Hi team,

  Any update on this? I'm surprised this is not a priority on your support tickets.

  Our push notifications certificate expired and we can't upload our new one since you guys don't support it.

  Our clients haven't been able to receive push notifications when our agents reply to their chats for over 3 months now. 
  Chats expire before customers reply and they leave with the idea that we never replied their chats.
  This is generating a lot of insatisfaction on our customers and we're losing customers thanks to that.

  This is a major feature not working, do you at least have an ETA?

• Mick O'Donnell

  • March 02, 2022 10:41

  Zendesk Product Manager

  Hi everyone,

  We've done some internal investigation on this issue. It appears that the new structure certs are being accepted (and uploaded) by Admin Center for production certs only. For both the old and new certs, the sandbox certs are not uploading today (existing limitation). We're working to remove this limitation now, we don't have an exact timeline yet.

  Please comment below if you have any issues uploading a production cert to Admin Center however, and we can investigate this in a Support ticket.

• Jonathon Francis

  • March 02, 2022 11:33

  Hi Mick, thanks for the update, however I am still getting an error "PEM file is invalid" when uploading a recently generated "Apple Push Notification service SSL (Sandbox & Production)" certificate. I am unable to create a Production-only certificate via Apple Developer, no option is provided for this.

  To clarify, I am trying to upload to the Chat Dashboard (https://[my-tenant].zendesk.com/chat/agent#account/api_&_sdks).

  Thanks

• Mick O'Donnell

  • March 07, 2022 10:57

  Zendesk Product Manager

  Hi Jonathon,

  Thanks for this update. I'm going to raise this with the Chat Dashboard team, and we'll investigate further. I'll reply here once we have more information.

• Nelson Rivera

  • March 09, 2022 23:28

  Hi Mick, 

  Same here, still getting the "PEM file is invalid" message. Any workaround we can have to update the certificate and have our push notifications working again?

• Mick O'Donnell

  • March 25, 2022 09:21
  • Edited

  Zendesk Product Manager

  Hi Nelson & all,

  This has now been resolved on by our Chat back-end team. Please re-test and let us know if you're still experiencing this specific issue for some reason. Many thanks for raising this, it was extremely helpful.

• Jonathon Francis

  • March 31, 2022 21:14

  Thanks Mick, confirmed. We were able to upload a new cert and are now receiving push notifications.

  Cheers!

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