Skip to content

Common smartcard issues

Physical issues

Smartcard reader

The smartcard component is very tricky and sensitive, ensure to :

  • Have a smartcard reader fully fonctionnal
  • Have a functionnal smartcard and AD account enabled,
    • that it had effectively be tested on standard BNP Paribas device
  • it will fail to authenticate you, if
    • your smartcard is locked(failing multiple time to enter pin code, can block it)
    • your certificates had expired
    • your smartcard is revoked
    • your account is locked, as the asociation "smartcard + AD account" do not work anymore
  • Some issues can be resolved, if the led is not blinking, for example
    • disconnecting the smartcard reader and reconnect it to another USB port

Software issues with smartcard

Best browser tool to use with MobiOffice

Name Use/Not use Comment
Firefox Firefox ❎ Please, DO NOT USE firefox to connect to MobiOffice web portal
Edge Microsoft Edge ✅
Internet Explorer Microsoft Internet Explorer ✅
Chrome Google Chrome ✅ On macOS, it's the best choice
Safari Apple Safari ✅ you can use it, but prefer Chrome

"Can't reach this page"

If, when trying to access the MobiOffice web portal the webpage is failing with this message

Can't reach this page

it's certainly because your smarcard is locked, to confirm it:
On MacOS, you must use the Safenet tool on MacOS
On Windows, the smartcard popup will tell you on Windows

Error

If your smartcard is locked, contact your support desktop!

"The PIN is incorrect" & "Citrix Smart Card SSOn"

once connected to the HVD the pin code is refused, or you can't enter the pin code.

The PIN is incorrect Citrix Smart Card SSOn
  • check the keyboard in the HVD is the correct one.
  • in some rare case , support must operate an action on the HVD
    • In the HVD local disk
1
Rename C:\windows\temp\eToken.cache to eToken.cache.old

in any case if the smartcard seems not to be recognized

Actions to unblock the smartcard

  1. Close the browser
    • Close it completely, not only the web page, FULL CLOSE.
    • On macOS, ensure the app is not in the menu bar, end exit the app.
  2. Remove the smartcard from the reader
  3. Disconnect the smartcard reader
  4. Reconnect the smartcard reader to the USB port
  5. Insert the smartcard, and wait it stop blinking
  6. Launch again the browser and go to the MobiOffice webportal

Mac user help macOS specific cases

macOS machine can have specific issue, some can be weird...

due to the Antivirus

  • everything is correctly installed, and you are still rerouted to hthe "deny/F.A.Q" webpage, again and again

  • if you have an antivirus installed on the mac:

    • close/exit chrome/safari
    • remove the smartcard from the reader
    • try disabling the Anti-Virus
    • start chrome/safari
    • connect to the mobioffice web portal

due to the machine name (seriously...)

This smart card could not be used.

This smart card could not be used. Additional details may be available in system event log. please report this error to your administrator.

This smart card could not be used

  • in the event log the support team will find

An error occurred while retrieving a digital certificate from the inserted smart card. The filename, directory name, or volume label syntax is incorrect.

  • to resolve this, you need to rename the mac machine name
  • Apple menu > System Preferences > Sharing

  • when renaming the machine, please use:

    • no space
    • no special/cyrilic/asiatic/etc character
    • only latin character

  • example

    • "Dan's mac" -> "Danmac"

  • Please reboot the mac after the renaming it