Problem

KeySign Connector does not work as expected. This could have several different causes.

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.