• For VMware and Hyper-V identity routers, go to one of the following:

  • https://<identityrouterIP>/setup.jsp (for an identity router with two network interfaces)
  • https://<identityrouterIP>:9786/setup.jsp (for an identity router with one network interface), 

• For Amazon cloud-based identity routers, go to https://<identityrouterIP>:9786/setup.jsp,

Once at the identity router's setup page, check what certificate is presented to the browser (search the internet for how to do this for the particular browser being used, if needed.)
Either the old certificate or the new certificate will be seen.

• If the old certificate is still seen, then it is possible that the changes made when uploading the new public certificate to the Cloud Administration Console were not saved and/or published, so the identity router did not get updated with the new certificate.
• If the new certificate is seen, this indicates that the identity router was updated with the new certificate. This scenario very likely means that users are accessing the Application Portal through a load balancer and that the load balancer is still presenting the old certificate when the Application Portal is accessed.

• If the old certificate was seen on the identity router's setup page, verify that the new public certificate is uploaded to the Cloud Administration Console > My Account > Company Settings > Company Information page, save these settings, and then publish the new changes. Once the publish completes, browse to the Application Portal and verify that the new certificate is presented to the browser.
• If the new certificate was seen on the identity router's setup page, check to see if the load balancer used with the identity router(s) for the Application Portal needs to be updated to use the new public certificate or if it needs to have its cache cleared so that it presents the new certificate.