First of all, make sure the connector is updated to the most recent version. Check your version here: https://vo-connector.keysign.eu/
For help uninstalling the last version and installing the newest, go here:
| Issue description | Detection | Fix | Workaround |
|---|
| The KeySign Connector is currently not installed in user space | - SigningHub returns an error saying the KeySign Connector is not installed
- https://vo-connector.keysign.eu/ returns an error saying the KeySign Connector is not installed
- Check if C:\Users\[end user]\AppData\Local\KeySignConnector directory is present
| Let the installer be run by the end user (download link in SigningHub error message)
 |
|
| The Sandbox service is not started | - SigningHub returns an error saying the KeySign Connector is not installed
- https://vo-connector.keysign.eu/ returns an error saying that the sandbox could not be contacted after 5 tries
| Update the KeySign Connector to the newest version on https://vo-connector.keysign.eu/ |
|
| A wrong version of the KeySign Connector has been installed | | Ask the user to install the latest KeySign Connector version via the link in SigningHub or the link on https://vo-connector.keysign.eu/ |
|
| Card not connected error | - SigningHub returns an error saying that the eID card is not connected.
- https://vo-connector.keysign.eu/ shows a message that the connector installed correctly but no cards and / or readers found
| - Verify the Belgian eID card is connected correctly to your computer.
- Reinsert the Belgian eID card and/or card reader into the computer.
- In case it is connected but still not detected verify the connector and card type.
- In case this fails, check the eID connection through the eID viewer.
|
|
| Citrix / RDC / Terminal server | The Client system is on an RDC / Citrix / Terminal environment | - Ask you Citrix/RDP/Terminal Server environment administrator to first install the KeySign Connector Proxy
- Users can then install the KeySign Connector as they normally would via the link in the pop-up in SigningHub
- In case users have already installed the KeySign connector before the proxy was installed they will have to re-install the connector
|
|
| Reverse Proxy | If the Client system uses proxy, the KeySign Connector will not be recognized | Ask your environment administrator to create an exception in your organization's proxy for: ksc.keysign.eu:52183 |
|
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