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
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 firstname.lastname@example.org to reissue your certificate.
Error: Code doesn't match email or this data isn't valid anymore. Please contact your system administrator.
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 email@example.com 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 firstname.lastname@example.org 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.
If your question has not been answered in this guide, please contact UW Digital ID Administration at email@example.com.