An error occurred during signing

Document ID: 8889
Modified: 17/05/2019

Resolution:

Click the error message you received in the list below :

Number Error
503
-1
-2
-3
-5
-6
-8
-9
-10
-12
-13
-17
-19
-20
-21
-23
-24
-25
-26
-27
ServiceUnavailable
InternalError
BadBrandingSignature
InsertCard
RedPin
NoCardReader
WrongCA
RedPinX
WrongTime
WrongRecipient
CommErr
InactiveCard
NoPinpad
BlockedPin
WrongUser
PINpadErr
SCardErr
FailedGetCert
ConfigError
NoIsabelReader

 

If the error you're experiencing is not in this list:

Windows pc

Follow the steps below in the indicated order.
After each step try to connect with Isabel 6 and sign a transaction.

1. Version < 6.32.0010 ? Remove and install the Isabel security components

Open the Isabel Control Panel. Doubleclick the Version Icon. If the version number shown is lower than 6.32.0010:

  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.
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, login to Isabel 6 and try to sign.
4. 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.

5. Clear cache
  1.  Close your browser

  2. Open the Delete Browser History window by using the key combination CTRL + SHIFT + DEL.
    If the window does not appear click Start > typ 'Control panel > Network and Internet > Internet Options > tab General > Delete browser history.

  3. Here you can select what you want to delete. Make sure Temporary Internet Files and Cookies are selected and Preserve Favorites website data is not selected.

  4. Confirm by clicking Delete.
  5. Log in and try to sign
6. Trusted Sites

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"
7. 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.

MacOS

  1. Verify that all Mac software updates have been installed.

  2. Make sure you are using a supported browser (Safari, Chrome or Firefox) and that the browser is up-to-date
An error occurred during signing
8889
17/05/2019