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
5. Is the name on your PEXA profile exactly the same as your digital certificate?
   If your digital certificate was ordered with (or without) your middle name, or a preferred name, your PEXA profile must be changed to match.

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

[Macsite]

We had been using PEXA for a little while and signing off on things when recently the "Certificate could not be found" error message popped up when we were trying to sign a Financial Settlement Statement.

We  were using an iMac and Chrome version 67. Following the Help advice we removed and plugged back in the USB thumbdrive and made sure the green light came on. On the iMac the Smart Utility app for the USB digital token is in the dock and if clicked on to open it will show if a digital token is being read. We could still not sign. 

What seemed to solve the issue was changing a setting in Chrome. From Chrome in the top menu bar drag down to select Preferences. The Settings window opens and clicking on Advanced at the bottom of the window opens up more settings. Click on Content settings > USB devices. The default setting was shown as, "Ask when site wants access to USB devices (recommended)". We turned this off, restarted Chrome, logged back into PEXA and were able to sign OK.

Prior to that we had also cleared the cookies & cache in Chrome by going to Chrome > Preferences > Clear browsing data. This may have helped too.