The "insert Isabel SmartCard" animated image is active in the login window or when trying to sign a payment

Document ID: 22968
Modified: 11/12/2019

Resolution:


When the Isabel SmartCard is not detected by the Isabel card reader, or the Isabel CA certificate is not present in the certificate store, the animated image "insert smart card" remains active in the login window or signing window.

Next you can find some steps to solve the issue. Follow them step by step in the order they're indicated.
After each step try to connect with Isabel 6.
Once the problem is solved, you do not need to proceed with the subsequent steps.

1. Make sure your Isabel SmartCard is properly inserted into the Isabel card reader and the reader is properly connected to the pc
  1. Make sure your Isabel SmartCard is properly inserted into the Isabel card reader and the reader is properly connected to the pc.
  2. Connect the Isabel card reader to another USB port and try again. When working on a desktop computer, try using the USB ports on the back.
  3. If any other reader than the Isabel 6 cardreader is connected to the computer, disconnect it.

Verify using another Isabel card reader, another Isabel SmartCard, another PC, if the reader or the card are defective.
If necessary, order a new card reader or a new card.

2. Restart your pc

Restart your pc and try again.

3. Install the CA certificate and the personal certificate
  1.  Install the CA certificate via Isabel 6 Control Panel:
    Start > All Programs > Isabel Services > Isabel 6 Control Panel > CA

  2. Install your certificate via Isabel 6 Control Panel
    Start > All Programs > Isabel Services > Isabel 6 Control Panel > Install your certificate

    or click on the following button (only for Internet Explorer):
     

     

4. Run Isabel 6 as administrator

Start the login to Isabel 6 with run as administrator.
To do this, right-click on the Isabel 6 login icon from your start menu or desktop and select "Run as Administrator".

If this works, this indicates that your normal windows user rights are not sufficient to run Isabel 6. Please contact your IT support to correct these limitations in the security or policy configurations.

5. Verify if the Isabel card reader is visible in the Isabel Control Panel

Verify if the Isabel card reader, ACS APG8201, is visible in the Isabel 6 control panel:

Start > All Programs > Isabel Services > Isabel 6 control panel > Version.

Follow this solution if you don't see the ACS APG8201 listed.

 

 

If the issue still persists, continue with the next steps:

6. Remove and install the Isabel security components
  1.  Remove the Isabel 6 Security Components.

  2. Install the latest version of the Isabel 6 Security Components via the download area.
    More information on how to download and install the Isabel 6 Security Components can be found on this page.

  3. Reboot the pc.
7. Network settings

Check the LAN settings:

  1. Click Start > typ 'Control panel' > Network and Internet > Internet Options > tab Connections
  2. Choose LAN settings > verify if 'Automatically Detect Settings' is disabled.
  3. If 'Use automatic configuration script' is active or if a proxy server is configured in the LAN settings, or if you use a firewall, verify with your IT or system administrator that your proxy and/or firewall are configured correctly.
  4. Click OK to save and close these windows.
  5. Close your browser and try again to login.


Are you using a new Isabel SmartCard? If so, you will first have to activate your card before you can proceed.

The "insert Isabel SmartCard" animated image is active in the login window or when trying to sign a payment
22968
11/12/2019