"Unexpected error" message when using Isabel 6

Document ID: 44045
Modified: 16/04/2019

Description:

Resolution:

An error occurred during signing (error: InternalError [-1])

1. Other software might cause your browser to behave in an unexpected way.
2. Reload the page

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

3. Hardware
  1. 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.

  2. Test with another Isabel card reader
4. Reset your browser
5. Remove and install the Isabel security components
  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.
Internet Explorer
  1. Run Internet Explorer as Admin, especially if signing works in other browsers.

  2. If the issue persists, register the Internet Explorer DLL files:
    Isabel 6 control panel > Support > IE > register IE Dll's.
    Restart the computer.

  3. If the issue is not solved:
    • Launch the IE InPrivate mode with the key combination Ctrl + Shift + P
    • In this InPrivate window go to www.isabel.be/login6
    • If the issue is solved, remove the IE domstore folders

  4. Upgrade to the most recent Internet Explorer version available for your computer that is accepted by Isabel 6

  1. Make sure that there are no other card readers connected (other than the Isabel card reader).

  2. Verify whether you have a stable connection (the connection may have been interrupted during signing).

  3. Test with another Isabel card reader if one is available (it's possible that your card reader is broken).

  4. Check time and date configuration, follow these instructions.
Pin verification error: An unexpected error occurred while trying to verify the pin
  1. Clean the chip of the Isabel SmartCard.
  2. Unplug the Isabel card reader for 30 seconds.
  3. Reboot the computer.

If the problem isn't solved, try one of the following tests to determine if the problem is related to the Isabel SmartCard:

  • If you have another Isabel SmartCard at your disposal, try to log on with that card and verify if the error message still appears.
  • If you are using the Belgian eID software*, try to access your eID with the Isabel card reader.
    (*) you can install the latest version of the e-ID software via http://eid.belgium.be

If the error message no longer appears while executing one of the tests, we advice you to order a new Isabel SmartCard and indicate defect as reason.

An unexpected error occurred while trying to connect to your SmartCard
  • Verify if another external card reader is connected to the computer. If it is the case, please unplug the other card reader and try again.
  • Roll back to the previously installed driver of the APG8201 smart card reader :
    1. Open "Device Management" ( Devmgmt.msc ).
    2. Go to "Smart Card Readers" and right click on APG8201 Smart Card Reader.
    3. Select Properties and open the tab Driver.
    4. Push the Roll Back Driver button and confirm Yes on the "Driver Package rollback" warning message.
    5. Close all windows and try to log on again.
  • If the issue persists:
    1. Search and delete APG8201 drivers and driver packages from the Device Manager control panel (more help here).
    2. Delete and reinstall the Isabel Security Components.
An unexpected error occurred while trying to send a signed transaction

Has the transaction been uploaded with ING Telelink ?

  • Yes :
    The format used to create the file is no longer supported by ING. Please contact ING to obtain information on the supported file formats.

  • No :
    Please contact customer care.
You receive an unexpected error when creating an account information report
  • There is no account information.
  • Contact your bank to add the required accounts.
You receive an unexpected error somewhere else

1. Other software might cause your browser to behave in an unexpected way.
2. Reload the page

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

3. Hardware
  1. 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.

  2. Test with another Isabel card reader
4. Reset your browser
5. Remove and install the Isabel security components
  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.
Internet Explorer
  1. If the issue persists, register the Internet Explorer DLL files:
    Isabel 6 control panel > Support > IE > register IE Dll's.
    Restart the computer.

  2. If the issue is not solved:
    • Launch the IE InPrivate mode with the key combination Ctrl + Shift + P
    • In this InPrivate window go to www.isabel.be/login6
    • If the issue is solved, remove the IE domstore folders

  3. Upgrade to the most recent Internet Explorer version available for your computer that is accepted by Isabel 6

1. Check the date & time of your computer

Check the date & time of your computer and correct them if necessary.

2. The error message appears when you try to sign a transaction
  1. Make sure that there are no other card readers connected (other than the Isabel card reader).

  2. Verify whether you have a stable connection (the connection may have been interrupted during signing).

  3. Test with another Isabel card reader if one is available (it's possible that your card reader is broken).
If the issue still persists

Please contact Customer Care. You will be asked to provide:

  • A screenshot of the situation before you get the error message, to get an idea of the data you entered before the error is produced.
  • A screenshot of the error message itself.
  • The Isabel logfiles and a system information file.
"Unexpected error" message when using Isabel 6
44045
16/04/2019