Shunter Your device could not establish a secure connection

Document ID: 46028
Modified: 20/03/2020

Resolution:

During login your pin is asked. When pressing "CANCEL" on the Pinpad reader, the autentication is aborted.

Please log in again via the Customer Zone.

 

If you did not press "CANCEL", follow the steps below.

PC
1. Reinstall the Isabel certificates
  1. Remove all Isabel certificates:
    • From the windows Start Menu, search for certmgr.msc and run this program as administrator.
    • Under Personal > Certificates, delete the Isabel certificate(s) matching your card.
    • Under Intermediate Certification Authorities > Certificates, delete the line(s) Isabel Certification Authority and Isabel Certification Authority Root.
    • Under Trusted Root Certification Authorities > Certificates, delete the line(s) Isabel Certification Authority and Isabel Certification Authority Root.

  2. Reinstall your Isabel certificates:
    • Open the Isabel Control Panel: Start > (All) Programs > Isabel Services > Isabel 6 Control Panel.
    • Double-click 'CA'
    • Double-click on 'Install your Certificate'.
       
2. Card reader

Disconnect the Isabel 6 cardreader and reconnect on another USB. Try to login.

If any other reader than the Isabel 6 cardreader is connected to the computer, disconnect it.

3. 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.

4. Network settings

Check the LAN settings:

  1. Verify with your IT or system administrator that your proxy and/or firewall are configured correctly.
  2. Close your browser and try again to login.
5. Trusted Sites

Verify if the websites of Isabel 6 and/or eGovernment websites are available in your list of Trusted Sites.

 

If the issue is not solved after performing all previous steps, contact Isabel Customer Care.

Shunter Your device could not establish a secure connection
46028
20/03/2020