FAQ and troubleshooting for Isabel SmartCard Activation

Document ID: 5106
Modified: 30/01/2023

Questions or issues related to activation of your Isabel SmartCard with your electronic identity card (eID).

Website: www.isabel.eu/starteid

Error messages
Error: "Accessing your chip card caused an error."

If you are facing this error, please upgrade your Isabel Security Components to the latest version.

Make sure you have installed the most recent version of the card reader driver.

Error: "No operational card reader found."

Issue occurs during creation of the temporary PIN code via eID.

Solution:

Install the latest version of eID software.

Error: "System error detected by the activation server when processing the verification request"
  1. Reboot your computer, go to www.isabel.eu/activator and try to activate your SmartCard again using your newly chosen PIN code.
  2. verify with your IT or system administrator that your proxy and/or firewall are configured correctly.
Error: "The Isabel CA root certificate could not be found in the Microsoft certificate store"

Please follow this solution.

Error: "The page can not be displayed" or "cannot connect securely to this page" or "Forbidden" when using your eID

Issue occurs during creation of the temporary PIN code via eID.

Solution:

  1. Install the latest version of eID software.
  2. Check wether the eID Viewer is ready to read your eID.
  3. Check the status of your eID certificates.
  4. Try again.

Still experiencing problems? Execute the following steps and try to logon after each step:

  1. Clear the cache of your browser. Try again.
  2. Reset your browser. Try again.

 

Error: "Your card cannot yet be activated. Please contact your bank."

If you received your card by post, do not forget to send the receipt confirmation together with a copy of your identity card back to the bank. Contact your bank's support if the card is still not activatable after 2 business days.
If you received your card at your bank agency, please contact your bank's support.

No Connection with the verification server or empty server response

Please follow this solution.

Unexpected error: "An unexpected error has occurred. Please try again later."

Issue occurs during creation of the temporary PIN code via eID.

Solution:

Contact our helpdesk.

Warning message: "The inserted identity card is not linked to the provided token."

Issue occurs during creation of the temporary PIN code via eID.

Solution:

The number of the eID card you mentioned when ordering your Isabel SmartCard is not the same as the eID card inserted in the Isabel card reader. Contact our helpdesk.

 

Warning message: "A bisc unexpected error has occurred."

Issue occurs during creation of the temporary PIN code via eID.

Solution:

  1. Leave your eID in the Isabel card reader until you have received your temporary PIN code.
  2. If the issue persists, make sure you have installed the latest version of the eID software and retry.
Error: "The activation server can not be reached"
  1. First, please verify if your internet connection is still working.

  2. Check the configuration of your firewall, proxy and anti-virus, and make sure you don't have any software installed that is known to interfere with Isabel.

  3. Remove the Isabel Certification Authority (CA) certificate(s).
    • Press
    • Typ : certmgr.msc
    • Click 'OK'
    • Select the tab Trusted Root Certification Authorities.
    • Remove the Isabel Certifcation Authority certificate.
    • Now go to the tab Intermediate Certification Authorities.
    • Remove the Isabel certificate(s) present here.

    Install the Isabel Certification Authority (CA) certificate.
    • Open the Isabel 6 Officesign control panel.
    • Double-click the Install Certifcation Autority Icon and click Ok to confirm.
    • Try activating your Isabel Smartcard again.
Failures during the activation process where no error messages are displayed
It's not possible to enter the card ID after identification (the field is greyed out)

Issue occurs during creation of the temporary PIN code via eID.

Solution:

  1. Clear the cache of your browser. Try again.
  2. Reset your browser. Try again.
  3. Try in another browser.
Loop or freeze when changing the PIN-code

During the third step the card activator requires you to change the PIN code. If the activator/card reader continuously asks you to change your PIN, or when the application simply freezes, please try the following steps:

  1. Close the activation procedure an open up an inPrivate session.

  2. Upgrade your Isabel Security Components to the latest version. You can download this version on the following page.
Nothing happens or you receive a blank page when starting the activation procedure

 

  1. Visit the Isabel 6 download zone to check if you have necessary components to work with Isabel 6.
  2. Try in another browser.

 

Questions or issues related to activation of your Isabel SmartCard with a temporary PIN code printed on a letter.

Website: www.isabel.eu/startpin

Error messages
Error: "Accessing your chip card caused an error."

If you are facing this error, please upgrade your Isabel Security Components to the latest version.

Make sure you have installed the most recent version of the card reader driver.

Error: "System error detected by the activation server when processing the verification request"
  1. Reboot your computer, go to www.isabel.eu/activator and try to activate your SmartCard again using your newly chosen PIN code.
  2. verify with your IT or system administrator that your proxy and/or firewall are configured correctly.
Error: "The Isabel CA root certificate could not be found in the Microsoft certificate store"

Please follow this solution.

Error: "Your card cannot yet be activated. Please contact your bank."

If you received your card by post, do not forget to send the receipt confirmation together with a copy of your identity card back to the bank. Contact your bank's support if the card is still not activatable after 2 business days.
If you received your card at your bank agency, please contact your bank's support.

No Connection with the verification server or empty server response

Please follow this solution.

Error: "The activation server can not be reached"
  1. First, please verify if your internet connection is still working.

  2. Check the configuration of your firewall, proxy and anti-virus, and make sure you don't have any software installed that is known to interfere with Isabel.

  3. Remove the Isabel Certification Authority (CA) certificate(s).
    • Open Internet Explorer as Administrator (Done by right clicking on the Internet Explorer icon and choosing for "Run as Administrator" ).
    • Navigate to Tools > Internet Options > Content > Certificates.
    • Select the tab Trusted Root Certification Authorities.
    • Remove the Isabel Certifcation Authority certificate.
    • Now go to the tab Intermediate Certification Authorities.
    • Remove the Isabel certificate(s) present here.

    Install the Isabel Certification Authority (CA) certificate.
    • Open the Isabel 6 Officesign control panel.
    • Double-click the Install Certifcation Autority Icon and click Ok to confirm.
    • Try activating your Isabel Smartcard again.
Failures during the activation process where no error messages are displayed
Loop or freeze when changing the PIN-code

During the third step the card activator requires you to change the PIN code. If the activator/card reader continuously asks you to change your PIN, or when the application simply freezes, please try the following steps:

  1. Close the activation procedure an open up an inPrivate session.
  2. Upgrade your Isabel Security Components to the latest version. You can download this version on the following page.
Nothing happens or you receive a blank page when starting the activation procedure

 

  1. Visit the Isabel 6 download zone to check if you have necessary components to work with Isabel 6.
  2. Try in another browser.

 

More Information

  Your Card is blocked. You entered 5 times a wrong password.

Check if the pin has been changed
1. Insert the Isabel SmartCard
2.


*note= this function only works if you have tried to activate your card with an MSI version greater than 6.33


FAQ and troubleshooting for Isabel SmartCard Activation
5106
30/01/2023
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