UW Digital ID - Troubleshooting Guide - Installation

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

Microsoft Windows

Error: Certificate is not available, please contact administrator

Error Download

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

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 (please follow the instructions on these KBs: [Link for document 14584 is unavailable at this time.] or [Link for document 7721 is unavailable at this time.]).

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 - what should I do?

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.

Apple Macintosh

Error: Certificate is not available, please contact administrator

Error Download

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

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 (please follow the instructions on these KBs: [Link for document 14584 is unavailable at this time.] or [Link for document 7721 is unavailable at this time.]).

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 - what should I do?

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.

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 install installation installing windows mac troubleshoot problem question issue   Doc ID:68837
Owner:Marc T.Group:Identity and Access Management
Created:2016-11-17 12:19 CDTUpdated:2020-03-12 14:59 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Identity and Access Management, UW Digital ID
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