KeySign Connector Troubleshooting

Connector version

Make sure the connector is updated to the most recent version available.

Check your version here: https://connector.keysign.eu/

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

Issue description	Detection	Fix
The KeySign Connector is currently not installed in user space	SigningHub returns an error saying the KeySign Connector is not installed https://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://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://connector.keysign.eu/
A wrong version of the KeySign Connector has been installed	SigningHub returns an error saying the KeySign Connector is not installed https://connector.keysign.eu/ returns an error saying the KeySign Connector is not installed https://connector.keysign.eu/ shows a message that the KeySign Connector v2 is 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://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	Follow the guide KeySign Connector Proxy Installation
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

Regie der Gebouwen

KeySign Connector Troubleshooting

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