Can't activate my DxO Photolab Elite

DxO PhotoLab
1

Hello,

First off all. Your automated help system won’t let me ask any question not in the pre baked fields. NOT THE BEST USER EXPERIANCE! :scream:

I’m Trying already more than a week to get help to activate my Photolab 8 (Elite) on my new laptop! And Probably i will get also problems to activate my other FilmPack, PureRaw and viewpoint!

Please Help!

Ron Cromberge

2

Unfortunately you must use the DxO Support Page to get help from them. DxO will not react to a request made via this user forum.

Start here:
https://support.dxo.com/hc/en-us/requests/new
and:

  • in the dropdown for ‘How an we assist you today?’ choose ‘I need help downloading, installing, or activating’
  • in the box for ‘Subject’ enter something like ‘can’t activate PL8’
  • in the box for ‘Description’ set out your problem. I’d suggest you do that as a series of bullet points

Then submit your form and wait for DxO to get back to you.

3

Hi
I have the same problem : cannot acess to dxo.com because a certificate unrecognized
Cannot dowload any optic module
I have sent a request on dxo support sinçe 4 days and wait …

4

Maybe there’s a bad caching server on your network path??
VPN problem?
Or Sectigo certificates are disallowed on your device?
New certificate was put on www.dxo.com on July 22.

On Win11 it works, TLSv1.3 is used. Some server certificate details:

Issued To
	Common Name (CN)	*.dxo.com
	Organization (O)	DxO Labs
	Organizational Unit (OU)	<Not Part Of Certificate>

Issued By
	Common Name (CN)	Sectigo Public Server Authentication CA OV R36
	Organization (O)	Sectigo Limited
	Organizational Unit (OU)	<Not Part Of Certificate>

Validity Period
	Issued On	Tuesday, July 22, 2025 at 2:00:00 AM
	Expires On	Tuesday, August 18, 2026 at 1:59:59 AM

EDIT: To check SSL/TLS you may use SSL Server Test (Powered by Qualys SSL Labs)

5

Hi and thank you
I have a certificate problem from sectigo
but, it only happens on my Mac, my iPad and my iPhone
I can connect dxo.com with the iPhone of my wife, with wifi and 4g
very bizarre !!!
I have tried to delete “host” files, clear safari cache … nothing change
Nicolas

Capture d’écran 2025-08-07 à 22.18.35
Capture d’écran 2025-08-07 à 22.18.35493×395 39.6 KB

6

It seems that ‘Sectigo Public Time Stamping Root R46’ is on the Apple’s list but not on your device, which creates the problem. See List of available root certificates in iOS 18, iPadOS 18, macOS 15, tvOS 18, visionOS 2 and watchOS 11 - Apple Support

7

Thank you
This is a very interesting information
I think you have found my problem
But how can I add the sectigo certificate ??
Nicolas

8

Unfortunately I don’t have enough knowledge on Apple products to help you further.
Consult Apple, or wait for some Mac users to respond here.

9

Hi
thank you VERY VERY MUCH for your help
I could resolve the problem of downloading optic modules and update PL and access normally to all dox.com website
The problem was the missing certificate sectigo R46
I connected to sectigo and downloaded this certificate

her is the link

https://www.tbs-certificats.com/FAQ/fr/SectigoPublicServerAuthenticationRootR46_USERTrust.html

after downloading, I have opened the keychain (trousseau) app on my Mac
and click on “import” a the top of the screen
import succes
test Photolab succes
test safari success

I don(t understand why this certificate was missing, but now, it works
to day, I have no feedback from the teem duo support …
so, I will send a message to the support to informe the problem is resolved

THANK YOU +++

regards

Nicolas

1 Like
10

That sounds a bit worrying indeed and perhaps worth investigating with Apple support or on some Mac users forum. Your trusted root certificates list looks outdated (OS patching problem ??), so you may have problems with few other sites too. Maybe it’s a “well known” issue for Macs? Anyway, good to hear positive feedback.

EDIT: Note that root certificates do get revoked if they were compromised, but it doesn’t look to be the case here.

11

today after installing sectigo R46 that was missing, I have no problem with any website. so, the problem is completely solved on my Mac
before encountering this problem, I had updated osx with Ventura 13.7.7
after, I seem that this certificate have been deleted during this os update ?
(I cannot install newer os because my Mac is from 2017, and works perfectly)
thank you
Nicolas

12

Hi
I have resolved the problem of certificate

thanks at wlodek on this forum

I could resolve the problem of downloading optic modules and update PL and access normally to all dox.com website
The problem was the missing certificate sectigo R46
I connected to sectigo and downloaded this certificate

her is the link

https://www.tbs-certificats.com/FAQ/fr/SectigoPublicServerAuthenticationRootR46_USERTrust.html

after downloading, I have opened the keychain (trousseau) app on my Mac
and click on “import” a the top of the screen
import succes
test Photolab succes
test safari success

I don(t understand why this certificate was missing, but now, it works
to day, I have no feedback from the teem duo support …
so, I will send a message to the support to informe the problem is resolved

1 Like