Problem

Users run into the There was an issue creating this room when trying to create room on the iOS client.

The error that users will see on the client looks like this:

Diagnosis

Environment

• HipChat Server 2.2.x

Diagnostic Steps

• No specific error appears on the server side logs

• The openssl check shows that there is an issue with the SSL certificate that is being used on the server. For example:

  $  openssl s_client -showcerts -connect <fqdn>:443 -CApath /etc/ssl/
  CONNECTED(00000003)
  depth=0 C = XXX, ST = XXX, L = XXX, O = XXX, OU = XXX, CN = XXX
  verify error:num=20:unable to get local issuer certificate
  verify return:1
  depth=0 C = XXX, ST = XXX, L = XXX, O = XXX, OU = XXX, CN = XXX
  verify error:num=27:certificate not trusted
  verify return:1
  depth=0 C = XXX, ST = XXX, L = XXX, O = XXX, OU = XXX, CN = XXX
  verify error:num=21:unable to verify the first certificate
  verify return:1

Cause

certificate not trusted and unable to verify the first certificate error indicates that you are missing an intermediate certificate in the HipChat Server SSL certificate chain, which can also cause connectivity problems, especially on mobile clients as mentioned in the Hipchat Server SSL Installation and Troubleshooting Guide

Workaround

Import the root certificate into the iOS device by referring to the steps below:

1. Export the root certificate from your certificate server
2. Use email send the certificate file to your iOS device
3. Open the attachment from the email via email client
4. iOS will prompt if need you would like to import the certificate into the device. Click Yes
5. Turn on SSL trust for that certificate by going to Settings > General > About > Certificate Trust Settings
6. Under Enable full trust for root certificates, turn on trust for the certificate you imported
7. Verify that the process is successful by creating a room from the iOS client again