UW Digital ID (Personal Certificate) - Troubleshooting - Downloading

This document outlines potential troubleshooting methods when downloading a UW Digital ID personal digital certificate.

Comodo Interface Issued Certificates

Error: Certificate is not available, please contact administrator

error_download.png

If you receive this error, then Comodo was unable to provide you a download link for your certificate, although it has been issued. Please contact UW Digital ID Administration at uwdigitalid@doit.wisc.edu to reissue your certificate.

Error: Code doesn't match email or this data isn't valid anymore. Please contact your system administrator.

error_code.png

If you receive this error, then Comodo was unable to process the enrollment code or you've already used this enrollment code to obtain a certificate previously. If you've already downloaded your certificate, you will need to go to the device you downloaded the certificate on and retrieve the file there. You can also export the certificate by following the instructions on this KB: UW Digital ID (Personal Certificate) - Exporting My Certificate (Windows and Mac)

If you are unable to export your certificate, please contact UW Digital ID Administration at uwdigitalid@doit.wisc.edu to reissue your certificate.

The download process is taking significantly longer than expected

This is normal behavior - the download button may take several minutes to show up on the browser page. Please do NOT close the browser window while the certificate is being processed. You can do other activities while the certificate is processing, but do not close the browser window.

If you've accidentally closed the browser window or the download errors out, please contact UW Digital ID Administration at uwdigitalid@doit.wisc.edu to reissue your certificate.

Application Issued Certificates (Certificates Downloaded from https://certs.uwdigitalid.wisconsin.edu)

Safari Downloaded an "Unknown" file

This is a known issue with downloading certificates from the UW Digital ID application with Safari. The file is your certificate, but Safari cannot interpret the file name assigned to it in the download process.

There is a fix reportedly in place in the Safari Technology Preview, but no ETA has been provided for general use.

You can re-download your certificate with another browser (e.g. Google Chrome, Mozilla Firefox) and the certificate should download properly.

Other Questions

If your question has not been answered in this guide, please contact UW Digital ID Administration at uwdigitalid@doit.wisc.edu.




Keywords:uw digital id troubleshooting download downloading troubleshoot problem question issue hang error   Doc ID:68552
Owner:Charles C.Group:UW Digital ID
Created:2016-11-09 16:08 CDTUpdated:2017-08-10 09:20 CDT
Sites:DoIT Help Desk, DoIT Tech Store, UW Digital ID
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