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Note
Make sure the connector is updated to the most recent version: 3.5.14

For help uninstalling an older version and installing the newest, go here: KeySign Connector - (Re)installation

For debugging through the received JSON, consult KeySign Connector Report - JSON debugging

AppData\Local\KeySignConnector\t1c-sandbox-service.bat

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 Image Modified https://vo-connector.keysign.eu/ returns an error saying the KeySign Connector is not installed Image Modified 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) Image Modified
The Sandbox service is not started	SigningHub returns an error saying the KeySign Connector is not installed Image Modified https://vo-connector.keysign.eu/ returns an error saying that the sandbox could not be contacted after 5 tries Image Modified

A new version KeySign Connector 3.2.5 will be released , date TBC

In urgent cases : change ksc.keysign.eu into localhost in the following file:
C:\Users\[end user]\

Update the KeySign Connector to the newest version on https://vo-connector.keysign.eu/
A wrong version of the KeySign Connector has been installed	SigningHub returns an error saying the KeySign Connector is not installed Image Modified https://vo-connector.keysign.eu/ returns an error saying the KeySign Connector is not installed Image Modified https://vo-connector.keysign.eu/ shows a message that the KeySign Connector v2 is installed Image Modified	Ask the user to install the latest KeySign Connector

V3 In case users have already installed the KeySign connector before the proxy was installed they will have to re-install the 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. Image Modified 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

Reverse Proxy

If the Client system uses proxy, the KeySign Connector will not be recognized

Create

Ask your environment administrator to create an exception in your

organisations

organization's proxy for: ksc.keysign.eu:52183

ksc url reroute problem

browsing to https://ksc.keysign.eu:52183/info gives an error message

add the following line to the hosts file (C:\Windows\System32\Drivers\Etc\Hosts)

Code Block
127.0.0.1 ksc.keysign.eu

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