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"Certificate cannot be found" error when signing | Help Centre

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  • "Certificate cannot be found" error when signing |...
"Certificate cannot be found" error when signing | Help Centre
Category:
  • Certificate cannot be found
  • Digital Certificates
  • Digital Signing
  • signing
GeorginaBenson
Community Manager GeorginaBenson Community Manager
Community Manager
‎03-08-2018 12:14 PM
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When signing documents or settlements, users can sometimes receive an error of "Certificate cannot be found".

 

This is generally a pretty easy fix - please have a read of the below check points, as these will probably rectify the issue!

 

  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 computer enables these lights. They should be on solidly (not flashing).
  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. Are you signed into your profile on PEXA?
    Check to make sure that you are not logged in as another user - we never recommend sharing PEXA accounts.
  5. Is the certificate being read by the computer? 
    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
  6. 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.
    1. If you need to change your name to match your certificate, this is done via clicking your name in the top left > profile settings
    2. Once you edit your name, log out of PEXA and log back in and try signing once more.
       

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

  • Tags:
  • aka dongle
  • aka USB SIM reader
  • certificate cannot be found
  • digital certificate
  • digital certificate issues
  • signing
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8 Comments
DMc
DMc Community Superuser
‎04-04-2019 08:09 PM
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Hi @GeorginaBenson 

Due to the structural integrity of the PEXA SIM reader not being quite the best.

Am curious to know if any SIM reader would work with the Digital Certificate SIM?

Has any one tested this?

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Jgal3
Jgal3
‎30-08-2019 02:04 PM
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Hi @GeorginaBenson 

 

We are having a similar issue. The light turns on the USB and the software is installed but it doesn't seem to find the certificate. 

You mentioned: 

  1. Check this by Navigating to Start Menu > All Programs > Charismathics > Smart Security Interface > "Registration" tab

We don't have Charismathics on our (windows) PC. Is there another way to check the registration? Or perhaps reset it? 

 

Thanks! 

Julia

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DMc
DMc Community Superuser
‎30-08-2019 02:56 PM
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@Jgal3 Sounds like Step 2 isn't complete -if you cant see Charismathics under your start menu all programs...

 

If you're stuck call support.

 

If experiencing Digital Certificate reading/detection issues, a couple of things worthy of mention is to check;

  • That your Digital certificate Sim card is completely inserted. A gentle push (using fingernail) apply gentle pressure along the back of sim card.
  • Occasional clean on both the sim & USB electrical contacts to remove unseen grime might also assist.
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Jgal3
Jgal3
‎30-08-2019 02:31 PM
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Hi @DMc 

Thanks for your reply and suggestions. I don't think that's true because other users can sign and none of us have the Charismathics software installed. 

 

The sim card is definitely inserted and it shows a green light when it's plugged in? 

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DMc
DMc Community Superuser
‎30-08-2019 02:55 PM
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Hi @Jgal3

 

Unless you have a Soft Certificate (AFAIK -only some big banks use).

 

There might be circumstances where some digital certificates work without Charismathics software but not very well!

 

NB: the USB token is a 'sim card reader', which has a sim card inserted in the back end. That USB sim reader has lights on it, which will still light up even if the sim is ejected.

 

Best to call support!

 

Hope that helps!

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Jgal3
Jgal3
‎30-08-2019 02:56 PM
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Oh I didn't know, thanks @DMc ! I will give support a call. 


Thanks, 

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GeorginaBenson
Community Manager GeorginaBenson Community Manager
‎02-09-2019 10:41 AM
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@Jgal3 

 

Thanks for your message. A couple of things you can also check if you receive an error about your certificate when signing are on this page: https://community.pexa.com.au/t5/Help-Centre/quot-Certificate-cannot-be-found-quot-error-when-signin...

 

If you have checked these and are still getting an error, the best option would be to give support a call and we can troubleshoot with you a bit further.

 

Thanks!

Georgina

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Jgal3
Jgal3
‎02-09-2019 10:44 AM
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Hi @GeorginaBenson 

 

The link you sent was for the page I had commented on? 


We will be giving support a call to work through this issue.


Thanks

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