Thumbnails not being displayed

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After upgrading from 4.1.7 to 4.3.7, thumbnails are not being displayed. When we upload, the upload happens successfully, however thumbnails are not displayed.

We see this message in ftrack_thumbor.log:

2020-07-28 09:24:32 tornado.general:WARNING SSL Error on 8 ('', 443): [SSL: CERTIFICATE_VERIFY_FAILED] certificate verify failed (_ssl.c:581)

We followed the troubleshooting steps for Thumbnails from this article, adding our certificates (we have a commercial, not self-signed cert) to the root certificates:

However the problem persists.

Anyone able to assist please?

Thanks, Fernando.

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Hi Fernando,

Sorry for the late reply.
I see that you sent this issue into our support at You can follow up on the ticket using the ID Ticket #93741.


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