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KeySign Connector Troubleshooting

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First of all, make sure the connector is updated to the most recent version available.

Connector version

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

Links

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 descriptionDetectionFixWorkaround
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

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


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