- [1] iVEST™ Client / iVEST™ Biz Client
+ [2] iVEST™ Card Reader and Driver
+ [3] Error prompted by Web Browser
+ [4] iVESTmail
+ [5] iVEST File 3.1
[1.1] ERROR/SYMPTOM: "Please ensure that PC/SC Resource Manager is installed on your computer" pops up after reboot PC (Win2000 & XP)
Product: Client 3.0 and Biz Client 1.0; OS: WinXP and Win2000
CAUSE1: This is due to Win XP behaviour whereby the application (i.e iVESTGate) will be set to start earlier than the services (i.e smart card service) causing the application unable to detect the reader by the time it is launched. The steps below are actually delaying the launching of iVESTGate and hence enabling the smart card service to start first.
SOLUTION1: To manually launch iVEST Gate
- Ensure iVEST Reader is connected, reader driver installed and smart card is correctly inserted.
- Go to Start > Programs > iVEST Client > launch iVEST Gate . While the error "Please ensur that PC/SC..." is prompted, double click iVEST Gate icon.
- iVEST Gate Admin menu will pop up. Click Settings .
- iVEST Gate -Smart card reader setting menu will pop up. Click Advance .
- iVEST Gate Startup Setting will pop up. There is an option to launch Browser and iVEST Gate upon start up. Uncheck Autostart .
- The next time you restart PC, you will have to launch the iVEST Gate manually.
CAUSE2: Smart Card Service is not started with default log on or is not started. Smart Card Service manages access to smart card read by smart card reader/computer. If the service is stopped or disable, the computer will be unable to read smart cards. Any services that explicitly depend on it will fail to start.
SOLUTION2: To start the Smart Card Service :
- Go to Start > Control Panel > Administrative Toolst > Service > Double click Smart Card
- Under the General tab, select Startup Type as Automatic
- Click Log on tab, log on as NT AUTHORITY\LocalService instead of Local System Account or any other account
- Click Stop and Start button at the Service Status
- Launch iVEST Gate
Warning!
Never attempt to remove Microsoft Smart Card Based Components (MSCBC) in Windows XP and Windows2000. If you have accidentally remove it, try to restore as follows:
How to recall MSCBC on Win2000/XP
- Go to Start > Run and type in " Regsvr32 %windir%\system32\scardssp.dll ". Click Ok
- Go to Start > Run again and type in " scardsvr reinstall ". Click Ok
- Ensure the Smart Card service is listed in Start > Control Panel > Administrative Tools > Services
If the steps above do not help to recall MSCBC, then you may have to repair Windows on your PC. If repair does not solve, please re-install Windows.
[1.2] ERROR/SYMPTOM: "Please ensure that PC/SC Resource Manager is installed on your computer" pops up after reboot PC (Win98 & NT)
OS: Win98 and WinNT
Refer solution in 1.4
[1.3] ERROR/SYMPTOM: "Error starting program: A required '.DLL' file, WINSCARD.DLL, was not found. Click OK"
OS: Win98, WinME and WinNT
Refer solution in 1.4
[1.4] ERROR/SYMPTOM: ".. the path for smclib.vxd not found….". iVEST Client installation successful but fail to detect reader
Product : Client4eG 1.0; OS: Win98, WinME and WinNT
CAUSE:
- Microsoft Smart Card Based Component (MSCBC) is not properly installed on Windows 98 or some files are corrupted.
- The iVEST Client install shield will detect whether the operating system already has "Microsoft Smart Card Based Components". If not found, install shield will attempt to install it by searching for the components from the machine. If the machine does not have the component or corrupted, it will prompt for the error.
SOLUTION: Remove and Re-install MSCBC
- Remove/uninstall MSCBC from Add/Remove Program ( Start > Settings > Control Panel > Add Remove Program ) and uninstall iVEST Client as well.
- Re-start PC
- Reinstall MSCBC.
- Double click the filename scbase.exe. Ignore when the system request you to restart the computer.
- Double click the filename smclib.exe .
- Re-start PC
- Re-install iVEST Client
Download: [SMCBC.zip]
[1.5] ERROR/SYMPTOM: Unable to change setting at iVESTGate Admin Settings
Product: Client 3.0; OS: WinNT, Win2K and WinXP
CAUSE: You have login to your PC as normal user
SOLUTION: Ensure to login as administrator to enable the iVEST Gate Admin Setting
[1.6] ERROR/SYMPTOM: iVEST™ Gate icon hangs
CAUSE 1: You might have disconnected the reader when iVEST™ Gate is busy reading the smart card
SOLUTION:
- Exit iVEST Gate
- Reconnect reader
- Restart PC (for Windows 98 only)
- Launch iVEST Gate
CAUSE 2: You might have pull the smart card from reader when iVEST™ Gate is busy reading the smart card
SOLUTION:
- Exit iVEST Gate
- Relaunch iVEST Gate
- Reinsert smart card into reader
[1.7] ERROR/SYMPTOM: iVEST™ Gate icon is not activated after smart card has been inserted into reader (icon at system tray is grey in color)
CAUSE: You smart card or card reader could be malfunction
Troubleshooting Tips
- Remove smart card from reader
- Rub the smart card chip softly with a clean cloth
- Insert smart card into reader
- Try to view certificate. If fail, try to view certificate on another PC or view other certificate on the same PC
- If still fail on other PC, then the card could be faulty
- Else, the reader could be faulty
SOLUTION: Your smart card or reader might be faulty
- Please bring the smart card or reader to counter for further testing
- If smart card tested to be faulty, you have to request for revocation. For replacement, please refer replacement procedure
- If smart card reader tested to be faulty, please use another reader. For warranty, please refer to policy
[1.8] ERROR/SYMPTOM: "iVESTGate is not running" pops up in the middle of a transaction. You can successfully view certificate. When you click on the Retry or Cancel button, the same message box pops out again.
Product: Client 3.0; OS: Win2K and WinXP; Reader: ACR30U
CAUSE: ACR30U is able to work with both USB controller version 1.1 and 2.0, even though its designed for USB1.1 . The reason is that USB 2.0 has full forward and backward compatibility.
SOLUTION: If you are using the standard USB driver controller, try to load the corresponding USB Drivers for the motherboard. You may check the CD that came with your motherboard for any USB Drivers or Inf Drivers.
[1.9] ERROR/SYMPTOM: "Please click on Settings to configure your smart card reader first!"
CAUSE: There is more than one reader connected however the default reader configured in iVEST Client is not connected to the PC.
SOLUTION: Configure the setting accordingly to reflect the reader connected.
- Double click iVEST Gate > Settings
- Select the respective reader at Card Reader drop down option and click OK .
- Exit and re-lauch iVEST Gate for the setting to take effect.
[1.10] ERROR/SYMPTOM: "Error listing reader. Please ensure you have the readers connected and installed the drivers" pops up after restart PC
CAUSE: No iVEST Reader attached to the machine or the reader driver not yet install
SOLUTION:
- Attach iVEST reader to the machine and restart the machine
- Ensure to install the correct and latest driver
[1.11] ERROR/SYMPTOM: iVEST Gate Warning,"iVEST Gate is unable to view information of your certificate. Please make sure iVEST Gate is running and your smart card is properly inserted"
Product: Client 3.0 and Biz Client 1.0
CAUSE:
- The smart card is not inserted into the reader
- The certificate inside the card was wrongly issued
- The smart card chip is malfunction
Troubleshooting tips
- Pull iVEST card from reader
- Exit and re-launch iVEST Client
- Insert iVEST card into reader
- Try to view certificate. If fail, try to view certificate on another PC or view other certificate on the same PC
- If still fail on other PC, then the card could be faulty
- Else, the reader could be faulty
SOLUTION1: Insert a valid smart card into reader and try to view certificate.
SOLUTION2: Your smart card or reader might be faulty
- Advice you to bring the smart card or iVEST Reader to iVEST Counter, Jaring INTAC Building, Mimos Berhad, Technology Park Malaysia, for further testing
- If tested to be faulty, customer has to request for revocation. For replacement, please refer replacement procedure
[1.12] ERROR/SYMPTOM: Connection to secure site (https) fail if iVEST Gate is left idle for more than two and a half hour
Product: Client 2.4, 4eG1.0; OS: Win98
CAUSE: iVEST Client 2.4/4eG1.0 is not able to handle this situation
SOLUTION1: Install iVEST Client 3.0
SOLUTION2: If you need to use current version
- Pull smart card and re-launch iVEST Client
- If problem still persist, re-start PC
[1.13] ERROR/SYMPTOM: "Smart card may not be present"
CAUSE: There is no certificate in the card reader or iVEST Gate is unable to read the certificate.
SOLUTION: Insert a card with a valid certificate
[1.14] ERROR/SYMPTOM: "Smart Card Error. Please restart iVEST Gate and iProxy, and reinsert the smart card."
CAUSE: The smart card OS fail to verify the correct PIN.
SOLUTION: Restart iVEST Gate and iProxy, and reinsert the smart card
[1.15] ERROR/SYMPTOM: “Smart Card PIN Blocked” message appears after key in your iVEST™ PIN
CAUSE: You have attempted to key in the wrong PIN for 3 consecutive times
SOLUTION1: Please bring you iVEST card to any Anjung Internet Jaring counter to unblock. You may send representative if you are unable to present yourself. However, ensure to write an authorised letter to authorise your representative to unblock your iVEST card PIN
SOLUTION2: Alternatively, you may courier the card (with formal letter) to iVEST RA, Technology Park Malaysia, 57000 Kuala Lumpur.
[1.16] ERROR/SYMPTOM: "Invalid certificate, The proxy will try to connect without a certificate"
CAUSE: Your certificate type is not recognise or supported by the system
SOLUTION: Ensure to use a correct certificate or iVEST card. Please verify with your Application or System Admin for the certificate type to use
[1.17] ERROR/SYMPTOM: iVEST™ Gate is running (appeared on the system tray), but unable to read the smart card
Product: Client 4eG1.0, 3.0 OS: Win2K and WinXP
CAUSE1: You have switch to another user account without exiting iVEST Gate
SOLUTION: Ensure to log off user instead of switch user, and launch iVEST Gate
CAUSE2: Your iVEST Card is faulty
SOLUTION: Double confirm by inserting your iVEST Card into another reader. If still fails to view certificate, then report to iVEST Customer Service for further testing.
[1.18] ERROR/SYMPTOM: iVEST™ Gate icon cannot be launched (no error message, however if checked at System Task Manager, iVEST Gate is running)
OS: WinXPSP2
CAUSE: By default Smart Card Service is startup manually. iVEST Client installation will change the setting from manual to auto start-up. However, iVEST Client does not change the setting during installation.
SOLUTION: Set the Smart Card Service to be start-up automatically
- Exit iVEST Gate
- Go to Start > Control Panel > Administrative Toolst > Service > Double click Smart Card
- Under the General tab, ensure Startup Type is set to Automatic
- Click Stop and Start button at the Service Status
- Launch iVEST Gate
[1.19] ERROR/SYMPTOM: Frequent iVEST PIN request
Product: Client 3.0, Biz Client 1.0 and 4eG 1.0
CAUSE: The problem is due to the features of Microsoft Server
SOLUTION1: Set iProxy to cache PIN
- Close web browser and pull smart card from reader
- Right click iProxy > Settings > Advanced > Tick Cache PIN > Click Ok to accept the new setting
SOLUTION2: Enable the TLS v1.0 option at iProxy Setting.
How to enable:-
- Close web browser and pull smart card from reader
- Right Click iProxy > Settings > Advanced > Tick TLS v1.0 > Click OK to accept the new setting
SOLUTION3: This solution is at application level by system administrators:
- Go to Start\Programs\AdministrativeTools\Internet Services Manager\DefaultWebSite
- Under the Website Tab, uncheck "HTTP Keep Alive Enabled"
- If possible, restart IIS
[1.20] ERROR/SYMPTOM: “Unable to listen to port 5003”, click “ok” on the error message then iProxy icon has an exclamation mark “!”
OS: Win2000/XP
CAUSE1:
- Pervious session has not ended and you are attempting to open another
- sessionYou have switch to another user account without exiting iProxy
SOLUTION : Re-start PC and logon to the user account that you wish to logon. The next time you want to switch to another user account, ensure to exit iProxy and iVEST Gate first before switching
CAUSE2: User is trying to remote access to a machine that has iVEST Client running with iProxy setting is set to auto start
SOLUTION: Disable the auto start option for iProxy
[1.21] ERROR/SYMPTOM: iProxy hang suddenly
CAUSE: You might have removed smart card during an ongoing SSL browsing session or while iVEST™ Client PIN request is opened or before iVESTGate has finished loading.
SOLUTION1:
- Click the STOP button at browser before removing the smart card from the reader.
- Re-launch iProxy
- Insert smart card into reader
SOLUTION2: Pull smart card and re-start PC. After restart, insert smart card into reader
[1.22] ERROR/SYMPTOM: The problem of intermittent connection errors whereby after restarting iProxy can resume connection
Product: Biz Client 1.0
Refer solution in 1.25
[1.23] ERROR/SYMPTOM: The problem of iProxy Application Error window box pop up causing connection errors as well. Problem is also intermittent
Product: Biz Client 1.0
Refer solution in 1.25
[1.24] ERROR/SYMPTOM: Problem of intermittent connection errors whereby after restarting iProxy can resume connection. Java app prompts fatal error - cert_expired
Product: Biz Client 1.0
Refer solution in 1.25
[1.25] ERROR/SYMPTOM: Problem of iProxy hanging once reaching 20M memory usage
Product: Biz Client 1.0
SOLUTION: To install iProxy Patch by replacing the old iProxy.exe with the new iProxy.exe that has added features of cleaning up previous threads.
Steps to install iProxy Patch (iProxy.exe):
- Please take note of whatever settings that were done for your current running iProxy by right clicking iProxy icon > Settings
- Exit the current running iProxy by right click iProxy icon > Exit
- Go to C:\Program Files\MIMOS\iVEST Biz Client
- Rename the iProxy.exe to iProxyOld.exe (this is for clearer differentiation with the new one)
- Copy the new iProxy into your desktop. (All testings now should be using this new one)
- Double click on this new iProxy and you shall see the iProxy being launched and appears at the system tray below
- Please ensure all previous settings in the old iProxy are done on this new iProxy as well.
Attachment: [iProxyPatch.zip]
[1.26] ERROR/SYMPTOM: "Error Reading Certificate” pop ups
CAUSE: Someone has remotely access to the server while iVEST Gate is running with smart card is inserted into the reader (remote access). This action will cause iVEST Client to malfunction as it tries to start-up iVEST Gate one more time on the remote machine
SOLUTION: If remote access is needed, disable the auto start option for both iVEST Gate and iProxy
[1.27] ERROR/SYMPTOM: “Error Code 13”
CAUSE: Someone has remotely access to the server during the PIN request at the Server. This action will cause iVEST Client to malfunction as it tries to start-up iVEST Gate one more time on the remote machine.
The error message is prompted by PC/SC due to invalid parameter input during the communication between the smart card and PC/SC. The remote access has caused the communication breakdown between the smart card and the PC/SC (card reader)
SOLUTION: If remote access is needed, disable the auto start option for both iVEST Gate and iProxy
[1.28] ERROR/SYMPTOM: "Unable to read iProxy setting from the system registry"
OS: Win2K
CAUSE: Suspected User profile is created after iVEST Client is installed. This causes the User registry not updated with iVEST Client application.
SOLUTION: Uninstall iVEST Client and re-install
[1.29] ERROR/SYMPTOM: iVEST Biz Client unable to read smart card
Product: Biz Client 1.0
CAUSE: The machine's MAC address does not match with the MAC address in Biz Card (the unique identifier) or your Biz Card is not registered with iVEST
SOLUTION: Confirm whether the Biz Card has been registered with the correct machine's MAC address. Ensure the Biz Card unique identifier is the same as the machine's MAC address.
[1.30] ERROR/SYMPTOM: “Smart card general access error” when connecting using iVEST CSP to secure sites
Product: Client3.0
CAUSE: Message appeared during access to secure site via CSP connection
SOLUTION:
- Cancel the pop-up screen by clicking the “X” button on the top right side
- Pull smart card from the smart card reader
- Exit iVEST Gate and iProxy
- Configure the browser setting accordingly
- Relaunch iVESTGate and iProxy
- Insert card
- Re-enter the secure site
[1.31] ERROR/SYMPTOM: “Smart card error 0. Smart card error Code Oe” while accessing secure site
Product: Client 3.0; Card: MyKad 64K
CAUSE: Message appeared during access to secure site with MyKad 64K
SOLUTION:
- Cancel the pop-up screen by clicking the “X” button on the top right side
- Pull smart card from the smart card reader
- Exit iVEST Gate and iProxy • Relaunch iVESTGate and iProxy
- Insert card
- Re-enter the secure site
|
