+ [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
[4.1] ERROR/SYMPTOM: Suddenly fail to login to iVESTmail account. You are being prompted to re-register
CAUSE: iVESTmail server is down
SOLUTION: Report to support@ivest.com.my and try again later
[4.2] ERROR/SYMPTOM: “Status=500” pops up after logon to iVESTMail
CAUSE: iVESTmail server is down
SOLUTION: Report to support@ivest.com.my and try again later
[4.3] ERROR/SYMPTOM: "HTTP 500 - Internal server error" pops up when trying to send attachment using iVESTMail
CAUSE: A feature of iVESTMail account with username that has more than 15 characters
SOLUTION: Report to support@ivest.com.my and iVEST support team will create a new iVESTmail account for you (with username less than 15 characters)
[4.4] ERROR/SYMPTOM: Fail to decrypt a message
Product: Client 4eG1.0 & Client3.0; OS: Win98SE; E-mail Client: Outlook5
CAUSE: The public key (in your certificate) that you send to the other person, might not match with the private key (in your certificate) that you are trying to decrypt with.
SOLUTION: Ensure that you send the right public key (from the right certificate) to the sender, so that he can encrypt with the right public key too.
How to set up Outlook Express to use multiple certificates and cipher strength
- Launch Outlook Express
- Go to Tools > Accounts
- Select the account you want to use the certificate with. Click Properties
- On the security tab, under Signing certificate , select for the type of certificate you want to use for signing
- On the security tab, under Encrypting preferences select the type of certificate you want the recipient to use when sending encrypted mail to you.
- On the security tab, under Encrypting preferences select the encryption algorithm you want the recipient to use when sending encrypted mail to you.
- Click OK and Close
[4.5] ERROR/SYMPTOM: "Security warning: This message is being sent with 40 bit encryption. Your advanced security options are set to warn on less than 168 bit encryption. Would you like to send this message anyway?" message appears when attempting to send encrypted email
Product: Client 4eG1.0 & Client3.0; E-mail Client: Outlook5.5
CAUSE: You have set (or set by default) to encrypt using 40 bit encryption and at the same time you has set (or set by default) to warn when sending any message below 168 bit encryption
SOLUTION: If confirmed prefer to use the encryption level, just click "YES" to continue. Otherwise, increase the encryption strength or decrease the strength to warn
[4.6] ERROR/SYMPTOM: "The certificate issuer for this server is not recognised by Netscape. The security certificate may or may not be valid. Netscape refuses to connect to server" appears when sending signed/encrypted e-mail or when decrypting e-mail
E-mail client : Netscape Messenger
CAUSE: You have performed the email signing and encrypting without logon to Smart Card Token
SOLUTION:
- Ensure the e-mail sender and recipient has installed iVEST Client software and iVEST Crypto Library.
- Ensure the receiver's Certificate is in your list of Other People's Certificates .
- Re-launch Netscape and logon to Smart Card Token
- Click Security at the Netscape Navigation bar. The Netscape Security Info appears
- Click Cryptographic Modules and highlight iVEST Cryptographic Library2.0 .
- Click View/Edit. The Edit security module appears
- Highlight iVEST Smart Card Token . Click Login , the Netscape browser will prompt for password.
- Enter your iVEST PIN. Click OK to all the menus
Troubleshooting Tips
How to check whether iVEST™ Client software is installed:
- Go to Start > Settings > ControlPanel > AddRemove Program and look for iVEST Client
- If iVEST Client is not there, install the software.
How to ensure that iVEST™ Crypto Library is installed:
- Check at the Security Info
- Go to Cryptographic Modules
- iVEST™ Cryptographic Library should be displayed.
How to check the setting on the iVEST™ Crypto Library:
- Go to Certificates > Yours
- Your certificates should be displayed in the window. If your certificate is not displayed, exit Netscape. Close all Netscape windows including Messenger.
- Relaunch Netscape
[4.7] ERROR/SYMPTOM: "Invalid Signature …" when receiving email using iVEST Crypto Library.
E-mail client: Netscape Messenger
CAUSE: Your email address does not match with the one registered in smart card
SOLUTION: Double click iVESTGate icon and select View Certificate to confirm on the email address inside your smart card. Ensure that the email in your Certificate is similar to that registered at your Netscape Messenger
[4.8] ERROR/SYMPTOM: "Message Security: Message Has No Digital Signature. This message does not include the sender's digital signature" message appears when verifying a signed e-mail.
E-mail Client: Netscape Messenger
CAUSE:
- The sender who signs the e-mail does not match with the e-mail address registered
- The message was tampered with while in transit over the network
SOLUTION: Double click iVESTGate icon and select "View Certificate" to confirm on the email address inside your smart card. Ensure the use the same email address as registered in the iVEST card
[4.9] ERROR/SYMPTOM: Netscape prompts error message when signing, encrypting or decrypting
CAUSE: You might have removed your smart card and insert another smart card without closing ALL Netscape Browser and Messengers windows when using the iVEST™ Crypto Library in Netscape Messenger for signing, encrypting and decrypting messages
SOLUTION: Exit Netscape Browser and Messenger whenever you change your smart card and ensure to logon to Smart Card Token
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