on 13-06-2018 08:17 PM - last edited on 14-06-2018 01:17 PM by EmilyBilling
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!
14-06-2018 10:57 AM - edited 03-08-2018 12:03 PM
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?
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.
on 28-06-2018 05:21 PM
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.