We have an internal website, served from behind HTTPS with client certificates.
Website users are non-technical persons, working remotely. They use Windows (XP, Vista, 7) and OS X (10.5, 10.6, 10.7). They use a variety of browsers, but we can limit the range to modern Chrome, FireFox and Safari (on OS X).
The problem is that it is a huge pain to set up access for a new user or replace a certificate. Since the users are working remotely, they have to install their SSL certificates themselves — with all the usual consequences. Diagnosing and fixing the issues that arise from that can take days.
I'm looking for a good troubleshooting guide for our sysadmin (the questions to ask users, the tools to gather diagnostics etc.) and maybe some advice on how to improve the whole workflow.