If you are using a new Smart Card that has been issued by your sponsoring bank you may receive this error message when you enter your PIN for the first time in PT-X.
It may be that you haven’t registered your Smart Card in Gemalto, please see related article:
If you have followed the steps to register your Smart Card and you are still experiencing the same issue when trying to sign, there are some cases where your anti-virus software is stripping out one of your certificates in the Smart Card certificate chain. You can manually install the CA root certificates by following Step 2 on the article:
Please Note: You may need to ask your IT department to configure your anti-virus software to exclude the Smart Card software and the ensuing certificates if you are unable to install these.