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Last update: 08/01/2014.

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eSigner 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.


Prerequisites


eSigner and the Gemalto Classic Client middleware have been installed and your smart card is inserted in the reader.


Check that Classic Client works properly and eSigner points to Classic Client


eSigner uses Classic Client to send messages to the smart card.

Classic Client needs to be fully functional for eSigner to work; follow the Classic Client troubleshooter to make sure that you card can be read correctly.

eSigner must be correctly linked to Classic Client, it should point to the Classic Client gclib.dll file.

Find this file on your computer. The default location is C:\Program Files\Gemalto\Classic Client\BIN\gclib.dll but it changes if you have an old version of Classic Client (GemSafe Libraries), if you are on a 64 bit platform or if the installation was performed in another folder.

Then check the path in the eSigner configuration

  • If your version of eSigner is 3.X
    1. Open: Click Start, Run and Type regedit
    2. Go to HKLM\Software\Gemplus\Signature plugin\
    3. The PKCS11LibraryName REG_SZ registry key should be set to the correct path

img001

  • If your version of eSigner is 4.X
    1. The configuration is listed in a file in the eSigner installation folder, not directly in the registry.
    2. Go to the installation folder (by default c:\Program Files\Gemalto\eSigner4)
    3. Open the plugin folder and edit the config.reg file
    4. The "PKCS11LibraryName" line should be set to the correct path

img002


Configure your web browser


eSigner only supports Internet Explorer and Mozilla Firefox.

Make sure that the browser used is a 32 bit application. On 64 bit Operating Systems, the 32 bit version of Internet Explorer can be launched from C:\Program Files (x86)\Internet Explorer\iexplore.exe.

ActiveX plugin should be enabled on your browser.

It is recommended to add the website that calls eSigner to your browser trusted sites. For Internet Explorer and from Windows Vista you should also disable the Protected Mode for Trusted Sites.


Try to disable toolbars and intrusive applications


eSigner is a What You See Is What You Sign (WYSIWYS) application. It embeds security features to make sure that what is displayed on the screen is not modified by a malicious application.

Some applications such as toolbars or Voice Over IP applications may be considered as malicious by eSigner as they try to access the content of the browser (in order to find a telephone number for example).

It is recommended to stop these application processes and make a test with toolbars disabled if eSigner does not work.

You can also get information to resolve a specific issue in the eSigner FAQ.

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