There are several possible solutions to this problem:
Make sure you have inserted the cryptographic token with your stored digital certificate into the computer (a smart card should be inserted into a card reader, and a USB token into a free USB port on the computer). Use an eraser to rub the metal contacts on the cryptographic token. If you’re using a USB token, try to insert it into a different USB port on the computer.
If this does not solve the issue, please follow the steps below
- Check whether Nexus Personal is installed on your computer. It is usually found in ‘C:\Program Files\Personal’ or ‘C:\Program Files(x86)\Personal’. If you Nexus Personal is installed, open it by clicking on ‘C:\Program Files\Personal\bin\Personal.exe’ or ‘C:\Program Files(x86)\Personal\bin\Personal.exe’. The Nexus Personal icon will appear in the toolbox.
- If you have not installed Nexus Personal yet, download it here. If you the program is installed but the version is less than 5.8.0, please upgrade the program. To check which version of Nexus Personal you are running, open Nexus Personal and click Help -> About Nexus Personal.
If Nexus Personal is installed, make sure your Electronic ID is displayed. Double-click the Electronic ID. In the Certificates field, all parts of the certificate should be displayed (in new digital certificates and after a second renewal, three lines should be displayed; after a first renewal, five lines should be displayed).
If the Electronic ID is not displayed, try to install the appropriate drivers for your smart card reader or USB token. You can download them here. If there is another digital certificate displayed in Nexus Personal besides the Electronic ID, export the second certificate and delete it from Nexus Personal. For more information regarding this procedure, contact the certificate authority of the relevant digital certificate.
If this doesn’t solve the issue, please follow the steps below
- The Hal E-Bank version should be 22.1.2.x or later. To upgrade your Hal E-Bank, click here
If this doesn’t solve the issue, please follow the steps below
- On your computer, go to Control Panel -> Administrative Tools -> Services -> Smart Card. The startup type of the Smart Card should be set to ‘Automatic’, and the Service status should be ‘Started’ or ‘Running’. If the Smart Card component is not installed, contact Microsoft for additional support.