Hi all
Seeing as there is an interest in Developer ID certificates in the run up to the release of Mountain Lion, I thought I would share an issue we are experiencing, which unfortunately is preventing us from creating our Developer ID Installer certificates.
In a nutshell:
There is no 'revoke' button for these certificates and you are limited to creating only five.
We have a problem with our Developer ID Installer certificates and they are unusable (for more details see below). I have been in constant communication with Apple but it has now been over a month and the issue is still unresolved (very disappointing) and we are now forced to go to production of our product, which is long over due. Our product is predominantly CD-ROM based but we wanted the option to be able to offer it as a download. Unfortunately, without the Developer ID Installer certificate, any download may have restrictions imposed on it depending on the user's Gateway settings in Mountain Lion.
I have copied the correspondence between Apple and myself over the last several weeks (slightly edited to exclude names). Perhaps it will be useful to some... If you have a solution or know someone at Apple, please let me know.
Date: 18 May 2012 17:54:02 GMT+01:00
Subject: Re: iOS Developer Program - Team ID ------, References: ------, ------, ------, ------, ------
Could you please give me an update on the certificate issue? I have left another voicemail for ------ (Developer Support Manager) but have since had no reply. This is the third voicemail I have left requesting an update and have provided my direct number. Since you have told me that the only way you know that the problem is still unresolved is if I contact you I have tried to call but your voicemail box is full.
My direct number again is ------
Could you also give me a contact to whom I can lodge a complaint? As you know, we have a paid membership to the Apple iOS and Mac Developer programs, and as you admitted yourself it has now been over a month and the issue is still unresolved. I appreciate that you are trying to get a response from the right person but we have a product ready to go that our users (who are mutual customers) are eagerly anticipating. We are hoping to offer our product as a download but now it will not have the necessary digital signature needed to satisfy Mountain Lion when it is released. We must go to production with the CDs next week (Tuesday 22nd May at the very latest). I would have thought it was in Apple's interests to deal with the issue as swiftly as possible. Our products are educational and are used by schools and home users around the world. I get emails and phone calls on a daily basis from customers requesting our software. An increasing number of these customers are buying Apple products or choosing to use Apple products for their complete IT solution. However, teachers love using our software as a learning tool and these teachers play a key role in whether schools decide to opt for Apple products or choose other alternatives that they know they can use our products with. We are also planning on releasing mobile apps.
I would appreciate it if this matter could now be dealt with swiftly as I am not impressed with the time it has taken so far. I subscribe to the Apple Installer Developer list:
I know the Developer ID certificate is new but other developers are already trying to implement it in their products and may indeed have similar problems. I have copied below all the previous communication including a total of five case references!
Regards,
Date: 2 May 2012 11:15:01 GMT+01:00 Subject: Urgent Response requested with regards to - Developer ID certificate: References: ------, Team ID ------, ------, ------ ,------, ------
------, Team ID------,------,------,------, ------
Company/Organization ID: ------
Account Type: Company/Organization HQ Address: ------
To whom this may concern,
Developer ID certificates need revoking but there is no option to do this
Please see our correspondence copied below that has taken place over the last few weeks.
We are a UK based educational publisher and we have a number of software products that are used in schools and at home around the world (including the US) to teach children how to read and write. We are trying to update one of our software products so that it is compatible on Lion and the forthcoming Mountain Lion. To make it fully conform to Apple's standards, we need to digitally sign the Installers we have created. Unfortunately, whilst following the Apple developer guidelines, there was a problem with our private key and it was not attached correctly to the Developer ID certificate, thus rendering it useless. We tried creating further Developer ID certificates but these also were not created correctly. We were then blocked from creating any more certificates. We have since used our private key to successfully create the other certificates that are available. Indeed we have successfully signed our apps that are packaged inside the Installers, but the Installer themselves remain un-signed. There is no option to 'revoke' the invalid Developer ID certificates that have already been created but strangely there is an option to revoke other types of certificates!
It took a while to get the response that there is in fact a limit of 5 Developer ID certificates that can be created. This does not appear to be documented anywhere. I have been in direct contact with ------ as per the email correspondence below and spoken to him directly on the telephone as well as other Apple employees. He helpfully gave me this email: email@hidden and I have received further automated responses but no action has since been taken to revoke the 'dud' Developer ID certificates so that we can create a new one.
As you can see, we have a growing collection of reference numbers to what would appear to be a simple matter of deleting the invalid Developer ID certificates (this is all documented in the correspondence below and please also see the screen grabs). We have a paid membership to the Apple Mac Developer Program which expires ------. I have copied ------ in as well who is the Team Agent.
We do not wish to upset our mutual customers by only being able to provide our software for Windows platforms and so I would appreciate a swift response in dealing with the matter. It has now been several weeks and the issue is still unresolved and we have overstretched a deadline to make the product available with a waiting list of loyal Apple users eagerly anticipating Lion compatibility.
Yours faithfully,
*************************************************************************** [NOTE -- THIS IS AN AUTOMATED RESPONSE] Thank you for contacting the Apple Product Security team. We appreciate your contacting us and consider your communications with us to be very important. Please know that your message will be reviewed by an Apple Representative. We use this e-mail address to monitor for potential product security issues. Because we focus our response efforts on security and to have the greatest impact across Apple's product line, we may not respond to your message. If we need to follow up with you on your message, we will contact you directly. Lost or Stolen Products ----------------------- For any lost or stolen Apple product, please see: http://support.apple.com/kb/HT2526How-to Questions ---------------- Assistance with "how-to" questions such as security configuration, clarification on security notices, or requests for software updates fall under the standard fee-based technical assistance program. Apple Support resources are available at http://www.apple.com/support/Specific contact information may be found by visiting http://www.apple.com/support/contact/Due to the nature and complexity of technical issues, we are not able to provide technical support through email. Please refer to the support resources listed above. Questions about Software Updates and Security Updates are best addressed via Apple's Support resources. Passwords --------- The Product Security team is unable to assist with password-related questions such as resetting a password that you may have forgotten. You may be able to reset your password via https://iforgot.apple.comFurther assistance for password-related questions is under the standard fee-based technical assistance program. For this you can contact Apple Support as shown above. Product-specific support sites ------------------------------ Apple TV: http://www.apple.com/support/appletv/iCloud: http://www.apple.com/support/icloudiTunes: http://www.apple.com/support/itunes/iPhone: http://www.apple.com/support/iphone/iPad: http://www.apple.com/support/ipad/iPod: http://www.apple.com/support/ipod/MobileMe: For questions regarding your MobileMe account, please visit http://www.apple.com/support/mobileme/ The "Account & Billing" section provides assistance with account-related questions. Apple Product Security Team
Begin forwarded message:
Date: 18 April 2012 17:49:29 GMT+01:00
Subject: Please revoke these certificates - re: iOS Developer Program - Team ID ------
To whom it may concern:
We have been advised to email with regards to revoking certificates as there were problems creating them and they are invalid. Please could you revoke the certificates as per highlighted in the attached screenshot (specifically all the certificates with expiration date Apr 13, 2017):
(Initial Reference: ------)
Begin forwarded message: Date: 18 April 2012 16:23:20 GMT+01:00 Subject: iOS Developer Program - Team ID ------
Re: Mac Developer Program
Hello ------,
This is ------ and I am following up with you regarding your Developer ID Installer Certificates.
As we had discussed on the phone, this account is currently holding the maximum of 5 Developer ID Installer Certificates. Before a new one Certificate can be created you will need to revoke one of the existing Certificates. To revoke, you will want to send an email to the following email address: < email@hidden> Thank you for your assistance with this issue. Should you have any additional questions please let us know. Best Regards,
------ Begin forwarded message:
Date: 17 April 2012 18:21:57 GMT+01:00
Subject: Re: iOS Developer Program - Team ID ------
Thanks for your reply. Whilst you are investigating would it be possible for you to revoke our Develop ID Installer certificate from your end as I thought you mentioned that you had a 'Revoke' button for this? Would this then enable the 'Create certificate button' so that we can re-create this Develop ID Installer certificate? It is only this specific certificate that we cannot use. We do not want to delete the other certificates at this time as they are in use.
Regards, Re: Mac Developer Program
Hello ------,
This is ------ and I am following up with you regarding the screenshots related to your system specifications.
I would like to thank you for sending this to me. This will help us diagnose the issue that you are experiencing.
Should you have any questions please do not hesitate to contact me.
I will be in contact with you once we have a resolution to this issue.
Thank you for your interest in our programs.
Best Regards,
------
Begin forwarded message: Date: 17 April 2012 18:22:21 GMT+01:00 Subject: Acknowledgement of your email/submission
Follow-Up: ------
Thank you for contacting Apple Developer Support. This acknowledgment is automatically generated and does not require a reply. Your email has been received and assigned the follow-up number listed at the top of this message. Our support team will respond to your query as soon as possible. When submitting a follow-up email for this request, please include the follow-up number on the first line of your message (not in the subject). Please note that this address < email@hidden> provides Apple Developer Program support to developers. Our Developer Support team is available Monday through Friday 7am to 5pm PST. For additional information and answers to frequently asked questions, you may wish to review the information available in the Developer Support Center at < developer.apple.com/support>. Thank you, Apple Developer Support
Begin forwarded message: Date: 17 April 2012 09:35:58 GMT+01:00
Subject: Acknowledgement of your email/submission
Follow-Up: ------
Thank you for contacting Apple Developer Support. This acknowledgment is automatically generated and does not require a reply. Your email has been received and assigned the follow-up number listed at the top of this message. Our support team will respond to your query as soon as possible. When submitting a follow-up email for this request, please include the follow-up number on the first line of your message (not in the subject). Please note that this address < email@hidden> provides Apple Developer Program support to developers. Our Developer Support team is available Monday through Friday 7am to 5pm PST. For additional information and answers to frequently asked questions, you may wish to review the information available in the Developer Support Center at < developer.apple.com/support>. Thank you, Apple Developer Support
Begin forwarded message:
Date: 17 April 2012 09:35:15 GMT+01:00
Subject: Re: iOS Developer Program - Team ID ------
Please see the screen shots of my iMac:
My Safari browser details:
We have also tested on my colleague's iMac using Google Chrome:
------
If this helps, when creating the certificates, the private key was not being associated with some of them when we looked in keychain, thus rendering these certificates useless. It worked for other certificates. As you can see from my previous screen shots, there is no way to delete/revoke the invalid certificates and start again.
Regards,
Re: Mac Developer Program
Hello ------,
This is ------ again, I am following up with you regarding the Developer ID Installer certificates for your Mac Developer Program.
While troubleshooting this issue, I found that I do need just a bit more information. Can you please reply to this email with the following?
Operating System version:
Safari Version:
Computer Specifications, processer and memory:
Thank you for your assistance with this issue.
Best Regards,
------
Date: 13 April 2012 13:43:31 GMT+01:00
Subject: Acknowledgement of your email/submission
Follow-Up: ------
Thank you for contacting Apple Developer Support. This acknowledgment is automatically generated and does not require a reply. Your email has been received and assigned the follow-up number listed at the top of this message. Our support team will respond to your query as soon as possible. When submitting a follow-up email for this request, please include the follow-up number on the first line of your message (not in the subject). Please note that this address < email@hidden> provides Apple Developer Program support to developers. Our Developer Support team is available Monday through Friday 9am to 5pm local time. For additional information and answers to frequently asked questions, you may wish to review the information available in the Developer Support Center at < developer.apple.com/support>. Thank you, Apple Developer Support
Begin forwarded message:
Date: 13 April 2012 13:42:56 GMT+01:00
Subject: Re: iOS Developer Program - Team ID------ - Reference: ------
Thank you for your email in response to my telephone call. The information you have requested deals with the Mac App Store but that is not the issue we are having as we are not submitting the app to the Mac App Store in this instance. I have just checked our contracts as indicated in point number 1) in your email and have just requested contracts for Paid apps if that makes a difference.
Specifically, we are trying to create a Developer ID Installer certificate to sign our package files. The Developer ID Application certificate that we created to sign our apps is working fine but not the Developer ID Installer certificate. As I mentioned on the phone, we have used the Developer Certificate Utility to create our certificates. Unfortunately there were problems and some of the certificates that were created were invalid. This was following the documentation for creating certificates in conjunction with using Keychain Access to 'Request a certificate from a certificate authority...'
We have managed to get most of our certificates working except the Developer ID Installer certificate and we are prevented from creating any further certificates or from deleting/revoking incorrect certificates. Please see the screenshots attached. As you can see, the radio button for Developer ID is not clickable. We have tried on both Safari and Google Chrome browsers and we are logged in as the agent (------). Is there a cap on the number of certificates that we are allowed to create? If so, can we delete all the certificates with expiration date Apr 13, 2017? We need to keep all the certificates with expiration dates (Mar 20, 2017) (Mar 19, 2013) (Mar 15, 2013) as they are the ones that are working. As you can see from the screenshot, there is no option to delete/revoke those particular certificates.
----- I would be grateful for a speedy reply.
Regards
Re: iTunes Connect
Hello ------,
Thank you for contacting Apple Developer Support regarding the issue you are having in the attempt to create Developer Id Installer Certificates.
As I mentioned over the phone, to assist you with troubleshooting your issue, we ask that you please first confirm the following information:
1) Please confirm that all of your contracts are in effect. You can check on the status of your contracts within the Contracts, Tax and Banking module within iTunes Connect. If this information has recently been changed, please let us know how long ago the information was edited.
2) If your app is not displaying as expected, please confirm that the iTunes Connect Status for your applications are "Ready for Sale". If they are not "Ready for Sale", please confirm that the status is correctly displaying per the current status of your app.
3) If your app is not displaying as expected, please confirm that your app availability date is not set in the future.
If all of the above information is correct, and you are still experiencing an issue, we ask that you please provide the additional information:
- The Apple ID of the app (if applicable)
- The name of the App (if applicable)
- App Store on which the issue is being viewed on: Desktop, iPhone (1st gen, 3G, 3GS, or 4), iPod touch (specific generation), iPad or Mac App Store - Version of the OS or iOS is being run on the specified platform
- A screenshot of the error message or of the details you would like us to review
- Steps to reproduce the issue
- Indicate if you are behind a proxy server
Once we receive the above requested information, we will further investigate and let you know once we have an update on your request. Thank you for your patience and cooperation!
Best Regards,
------
Apple Developer Support
*Apple Developer Program Support Advisors are able to assist developers in English, German, French, Italian, Spanish, Chinese, Japanese, and Korean. If you require assistance in any of these languages, just let us know and we would be happy to assist.
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