Error: "The page cannot be displayed" or "The page cannot be found"

Document ID: 29542
Modified: 14/03/2019

Resolution:

This is the first time you use Isabel 6 with a new Isabel smartcard

Please be aware that your card needs to be activated before it can be used. If the card is not activated yet, go to our card activation tool.
After activation of the card try to login again.

You've worked with Isabel 6 before

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. Reload the page
  1. Press CTRL + F5.

  2. Close all browser windows and reopen a new one (or reboot the PC).

    In Internet Explorer you need to select the certificate corresponding the smartcard.
    Choosing the wrong certificate can produce the error.
    The certificate is selected automatically when using another browser.
2. Software and hardware known to interfere with Isabel 6
  1. Check if there are specific security software packages installed (or any other programs that might interfere with the workings of Isabel 6) and adapt the configuration if necessary.

  2. 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. 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.
4. Trusted Sites and Secured connection

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

Make sure you have installed the latest security patches in Windows and verify the following settings in Internet Explorer:

  1. Click Start > typ 'Control Panel' > Network and Internet > Internet Options > tab Security.
  2. Click on Trusted sites and set the security level to Medium-Low.
    Disable the option "Enable Portected Mode"
  3. TLS settings: Internet options > Advanced
    • Enable the option TLS1.2.

If you see that the changes to these options are not taken into account or if you cannot modify these settings, please contact your System Administrator.

5. Reset your browser

Reset your browser.

Verify the Internet Options > Connections > LAN settings. Copy all available information since this is required to connect to the internet.

After the reset of your browser, if you have copied some settings at the beginning of the procedure, you can now go back to LAN settings to restore them.
Verify if 'Automatically detect settings' is disabled.

6. Reinstall your certificates

Remove all of your Isabel certifcates:

  1. Click Start > typ 'Control Panel' > Network and Internet > Internet Options > tab Content
  2. Click on 'certificates'.
  3. Personal tab: Delete all certificates issued by Isabel Certification Authority, by selecting them and clicking on remove.
  4. Install your certificate via Isabel 6 Control Panel
    Start > All Programs > Isabel Services > Isabel 6 Control Panel > Install your certificate

 

Start Isabel 6 and try to login.

7. 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.

 

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

Error: "The page cannot be displayed" or "The page cannot be found"
29542
14/03/2019