Errors related to the activation of your Isabel SmartCard

Document ID: 5106
Modified: 31/10/2019

Temporary PIN code via eID

Error: "No operational card reader found."
Error: "The page can not be displayed" or "cannot connect securely to this page" when using your eID

1. Make sure you have installed the Belgian eID sofware

  • Close Internet Explorer.
  • Open eID viewer: Start > All Programs > Belgium - eID > eID Viewer.
  • If you can not find the application, download and install the eID software from the website http://eid.belgium.be (eID Quickinstall).
  • Insert your eID in the Isabel card reader and verify if your eID is functioning correctly. Your eID data should appear on computer screen.
  • Browse to the following testpage and follow the instructions on the page. Please wait 10 seconds before starting the test. If this doesn't work properly check if the trusted sites are configured correct in the following step.

2. Make sure your eID card is active and your eID PIN is correct

  • You may test it in the eID Viewer.
    • Open the eID Viewer. Click on Start > All Programs > Belgium - eID > eID Viewer.
    • Place your eID card in the Isabel card reader
    • Click on the tab Card/PIN and Verify PIN.

3. Check the certificates

  • Click on the Certificates tab and verify if 2 certificates are present:
  • If the Citizen CA certificate is not present, the eID activator will not work and can cause the applet to crash displaying a 'Page cannot be displayed'. If you have ordered your eID card from outside of the Belgian borders, this certificate is not always included on the card. You need to visit a local Belgian municipality to add this certificate onto you eID card. A select number of Belgian embassies are also able to rekey eID's so that the Citizen CA certificate can be added. Check out the following link for more information.
  • Validate these certificates by clicking on the Validate Now button.

4. Add *.belgium.be to your list of trusted sites

  • Open Internet Explorer.
  • Select Internet Options from the Tools menu.
  • Select the tab "Security" and click on Trusted sites.
  • Click the button Sites on the right side of the window.
  • Add this website to the zone: https://*.belgium.be (click the Add button).
  • Close all windows.

5. Clear the browser cache

6. Reset your browser

7. Check for interfering software

Warning message: "We unfortunately are unable to verify your credentials."

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. In case of doubt, please contact Isabel Customer Care. We are happy to help.

Warning message: "A bisc unexpected error has occurred."
  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.
It's not possible to enter the card ID after identification (the field is greyed out)
Unexpected error: "An unexpected error has occurred. Please try again later."
Nothing happens when starting the eID activation procedure

  1. Verify if the Isabel Security Components are installed. If not, download and install the Security Components.

  2. Try in another browser.

 

Activate your card (www.isabel.eu/activator)

You receive a blank page when going to isabel.eu/activator

Start the card activator in another browser.

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.
No Connection with the verification server or empty server response

Please follow this solution.

Error: "The Isabel CA root certificate could not be found in the Microsoft certificate store"

Please follow this solution.

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 in Internet Explorer.
    You can do this by using the key combination Ctrl+Shift+P or by going into the Extra menu, click on the gear icon in the upper right corner, then to Safety and then click on InPrivate Browsing. Now retry the activation procedure within this new window.

  2. Upgrade your Isabel Security Components to the latest version. You can download this version on the following page.
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.

Check the activation deadline of the card on your pin letter.

Verify the activation deadline of your Isabel SmartCard; it is printed on the letter received with the card.

If your card is blocked, or if the activation deadline of your Isabel SmartCard has been reached, you will have to order a new Isabel SmartCard:

  • Navigate to the following website: https://www.isabel.eu/en/multibanking/support/isabel6-subscription.html.
  • Click on your bank and download the Acrobat PDF document which is the ordering form for an Isabel SmartCard.
  • After you have filled in the form and signed it, you need to fax it to your appropriate bank. You can find the fax number on top of the form, right below the title Order Form For An Isabel SmartCard.

If the activation deadline has not yet been reached:
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 channel.

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, pleas contact your bank's support.

Error: "The activation server can not be reached" during the activation of your Isabel SmartCard
  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.

  4. If the steps above did not resolve the issue, please contact Isabel Customer Care.
Errors related to the activation of your Isabel SmartCard
5106
31/10/2019