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Updated: 19/08/2014
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Classic Client / IDGo 300 troubleshooting step-by-step guide

Troubleshooter

Summary


Apply this procedure to locate your issue and fix it on Microsoft Windows XP and following operating systems.

Different layers will be tested to determine where the problem is: smart card service, smart card reader, middleware and application.


Prerequisites


A user setup of the Gemalto Classic Client middleware has been installed and your smart card is inserted in the reader. If an administrator setup is installed please generate a user setup and make new tests.


Check that the smart card service is running


The SmartDiag tool can be used to check if the smart card reader and the smart card are recognized by the operating system. It also verifies the status of the Microsoft Smart Card Service.
Depending on the setup created by your administrator SmartDiag can be already installed on your computer. If it is not installed you can download SmartDiag_en.msi

Run the SmartDiag utility from the Windows main menu (Programs > Gemalto > SmartDiag). Click Start, then Advanced View to open the SmartDiag main window.

img16

In the System folder on the left side look at the message for "Resource Manager". If the message displayed is "The Smart Card Service is available for use" it means that the smart card service is running.

If any other message is displayed go to I have a Resource Manager error in the SmartDiag tool.


Check the reader installation


In the SmartDiag click on the smart card reader name, make sure that you have first inserted the card in the reader. The message displayed should be: The reader is available for use.

trouble2

If any other message is displayed go to Smart card reader troubleshooter.


Check the smart card installation


In the left pane of the SmartDiag you should see you smart card name, make sure that you have first inserted the card in the reader. The message displayed should be: The card is available for use.

Trouble3

If the smart card name is Unregistered Card or Mute Card go to The SmartDiag tool displays 'Unregistered Card' or 'Mute Card'.


Check your smart card in the Classic Client Toolbox


Launch the Classic Client toolbox from the Windows menu Start >> Programs >> Gemalto >> Classic Client Toolbox. Depending on the setup created by you administrator you may not have the Toolbox available. If so report your error to your administrator.

You should get the following view (the list of available modules at the left side may vary depending on your setup):

img004

Select img005in the Card Contents tab to look for the certificates written in your smartcard memory. In the sample view below, only one certificate is present into the card. Before the user pin code is presented you can see only the certificate and the public key, now enter the PIN code and click on the Login button. Once presented you will also get information about the private key:

img006

For Identrust compliant Smart Cards private keys are displayed before the PIN verification.


Diagnose an issue


Use both the card properties function of the Classic Client toolbox and the smartcard reader icon displayed on the system tray to understand how Classic Client works.

Depending on the user setup created by your administrator you may not have the reader icon. If you have an exclamation in the Toolbox, go to. There is an exclamation mark on my smart card reader in the Classic Client Toolbox.

Icon in the toolbox Icon in systray Explanation
Nothing displayed img007 No smartcard reader is currently connected or detected in your system.
img008 img009 No smartcard is inserted in the reader.
img010 img011 A smartcard is detected in the reader, but it can't be read. Go to: There is an exclamation mark on my smart card reader in the Classic Client Toolbox.
img012 img011 A smartcard is inserted in the reader, it is recognized as a valid smartcard. It contains no certificate.
img012 img013 A smartcard is inserted in the reader, it is recognized as a valid smartcard. It contains one or several certificates that has / have been correctly loaded in the Microsoft certificate store.
Any icon is possible img014 The certificate registration tool is in pause state. Right click this icon and start the service again.

Documentation and FAQ


You can find further information in the Classic Client User Guide. The most common usage issues are listed in the Troubleshooting section of the Classic Client user guide. This guide is available in the Diagnostic / Help tab of the toolbox as shown below:

img015

You can also get information to resolve a specific issue in the Classic Client FAQ

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