Document Signing - Certificate could not be found

[giaghazi]

Hi there, 

I have recently started using PEXA and signed up for my Digital Signature. When I go to Document Signing page (the documents appear to be ready for me to sign) but an error message is displayed which says 'Certificate could not be found'. How do I move beyond this error. Help!

Thanks, 

Gia

[GeorginaBenson]

Hi Gia,

Thanks for your message. This error of "Certificate cannot be found" is generally a pretty easy fix. Can I please ask if you can check a couple of things for me?

1. Is the digital certificate plugged into the computer? If so, are the green lights on back of the token/USB lit up?
   If not, check to see if another USB port for your PC enables these lights.
2. Have you set up your computer to sign by installing the necessary software?
   This is done by following the steps on our installation page found here.
3. Is the certificate plugged into the PC definitely the certificate that was issued to you?
   Check to make sure that the USB plugged in is your certificate (not one issued to any other person in your company).
4. Is the certificate being read by the PC? 
   1. Check this by Navigating to Start Menu > All Programs > Charismathics > Smart Security Interface > Registration tab
   2. Click Register and make sure the program displays a Registration successful message
      

If these steps don't rectify the error, please give us a call on 1300 084 515 and we can assist you through some further checks.

Thanks

Georgina