From time-to-time, you may encounter the below message within PTX, preventing the progression of a payment file.
This is normally due to a bad connection with the card/reader, certificate store being cleared out or possibly corruption in the Gemalto software (if already installed).
To resolve, please follow the below steps:
- Is this an existing card or replacement?
- Existing
- Move to step 2
- Replacement
- Has the card been activated by the sponsoring bank? A good test for this would be to log into the Bacs website with the smartcard using the esigner on that page. Please note, this site is currently only available on IE11.
- Failed to logon? You will need to contact your sponsoring bank to activate the smartcard.
- Logged on successfully? Move to step 4
- Has the card been activated by the sponsoring bank? A good test for this would be to log into the Bacs website with the smartcard using the esigner on that page. Please note, this site is currently only available on IE11.
- Existing
- What is the expiration date on the card?
- In the future – Move to step 3
- In the past – You will need to contact your sponsoring bank to replace the card.
- Some cards will expire on the date activated (card may display month/year only)
- Is the card in the reader?
- Yes – Move to step 4
- No – place card in reader and move to step 4
- Does the reader have a solid/stable LED?
- Yes – move to step 5
- No – take the card out and wipe the chip, replace;
- Remove the card and then remove the reader from the PC; reconnect reader then card:
- .
- Remove the card and then remove the reader from the PC; reconnect reader then card:
- N/A - If you are using a pin-pad reader, move to step 5
- Register certificates via Gemalto:
- Start > All Programs > Gemalto > Classic Client > Classic Client Toolbox
- Select Certificates
- Enter the smartcard pin
- For each certificate with a red ribbon, double click; then,
- On the menu that appears, click 'Install Certificate' then change the option to “Local Machine”, 'Next', 'Finish'
- Repeat this step for all certificates with a red ribbon
- When all certificates have been registered, reattempt the submission.
- Start > All Programs > Gemalto > Classic Client > Classic Client Toolbox
- If you still experiencing issues, please open Internet Explorer and go into Internet Tools – Internet Options – Content – Click onto “Certificates” and open into the “Other People” tab. If there are any certificates issued to the user in reference to the Bank which have a similar expiry date to the card, select one by one and export them.
- Select the certificate
- Export – “next”, “next” “browse”, then save them to any location with any name.
- Repeat this for the other certificates
- Move into the “Personal” tab and then Import the locally saved certificates
- Reattempt the submission (on your usual browser)
If you still encounter issues whilst submitting or the empty certificate selector persist, please contact a member of the support team whom will be happy to assist.
Telephone: +44 (0)1189 258 250 option two then option one.
Email: emea-support@bottomline.com