Hipchat Server -Emoticons not displaying for Mac user

[Deleted user]

We have installed the Hipchat Server on of our on premise servers. Everything is working fine for windows users but for one of our Mac user the emoticons are not displaying correctly, it is just displaying a square for the mac user, We have tried switching that user to cloud and it works fine at that time, so the issue is only on the server version .Any trouble shooting help anyone can provide, already tried the below two resolutions but this has not fixed the issue.

http://help.hipchat.com/knowledgebase/articles/166483-mac-client-clearing-preferences 

http://help.hipchat.com/knowledgebase/articles/410507-mac-app-emoticons-rendering-incorrectly-thumbsu

[wdehaan]

SSL trust and DNS issues are typically responsible for emoticon rendering issues with HipChat Server. 

In Chrome on OSX please right click over an emoticon and select Copy URL. Then paste that URL in a new Chrome tab to see what's up.

[Deleted user]

Thanks Will let us try that once.

[Steven F Behnke]

Can confirm, we had issues with our macs not getting emotes right, it was SSL trust related.

[Deleted user]

Thank you both, @Will DeHaan we did try by copying and pasting that url in a new tab and there it displayed the emoticons correclty, so does it mean it is a ssl issue or dns issue?

[wdehaan]

Most likely SSL. Our native clients are quite strict when validating the certificate chains. Is the cert authority external or in-house?

[Steve Sweales]

I have just tried this with a few users here, and it seems the Windows client is ok, but it is both Mac and Web clients (tested on Chrome) that display squares rather then emoticons.

Not just isolated to the Mac client