Problem
KeySign Connector does not work as expected. This could have several different causes.
Go to https://connector.keysign.eu/ and press Start.
If the site gives an error about the KeySign Connector, insert your credentials on the bottom of the page and submit your results.
Cause detection - JSON
| Issue description | Detection in JSON | Fix |
|---|---|---|
| When opening the submitted JSON file, the first lines will look like this: JSON with API problems "code": "112999", "description": "Failed to contact the Trust1Connector API", An example of a complete JSON with this problem can be found here: | Try to install the latest version of the KeySign Connector, with deinstallation of the KeySign Connector folder of previous version(s). The How-to can be found here. |
| The KeySign Connector Sandbox is not loaded | The customer will get the following screen when testing the KeySign Connector:
When opening the JSON file, the first lines will look like this: JSON with sandbox issues "c_v3_readers_error": {
"code": "712998",
"description": "Could not contact the sandbox after 5 retries"
},
An example of a complete JSON with this problem can be found here: | Try to install the latest version of the KeySign Connector, with deinstallation of the KeySign Connector folder of previous version(s). The How-to can be found here. |
