Problem for signing a payment with a new LuxTrust Smartcard
Communication from LuxTrust
The context
If you don't have problem with the signature of a transaction in MultiLine, then you are not concerned by this note, because your system is up to date.
To be in line with technological changes, LuxTrust has created, since December 2015, a new certification authority : LuxTrust Global Root 2. In order to use it with the signature process, the MultiLine application needs the installation of this certificate on your personnal computer.
What happens ?
When you insert you smartcard in your cardreader, when your certificat is uploaded in Internet Explorer, a security warning displays.
You have to accept the installation of this new certification authority.
What is the symptom ?
During the signature process, you have a hourglass, then you come back to the Transactions tab without the payment being signed. An error message is written in the log file on you system :
Startup -> All programs -> Multilines Services -> Assistance -> Log files -> LRCIActiveXAAMMJJ.log
"Failed to retrieve the provider name from the user certificate properties: no certificate could be found in the Personal store for PKI user id XXXXXXXXXXXX"
How to solve the problem ?
- You have administrator privileges on your computer where MultiLine is installed: Follow the steps described in the user guide downloadable on the link.
- You don't have administrator privileges** on your computer where MultiLine is installed: We suggest you contact your IT departement to execute the procedure describedin the file downloadable on the link.
** For technical reasons linked to the security policy of your computer management, it's possible you can not execute yourself the steps in the user guide.
We thank you in advance for your understanding and LuxTrust is at your disposal for any further questions related to this communication:
Email : helpdesk@luxtrust.lu
Tel : + 352 24 550 550
Best regards,
Luxtrust Team.