Failed to log in or sign in e-services with an ID card

Did you fail to access e-services or sign using an ID-card? There may be many reasons for this: we will go through them together and we will certainly find a solution!

Step 1: Make sure your ID-card and card reader are working properly

First, make sure that your computer has the most up-to-date version of the software required to use the ID-card and that the card reader is working. To do this, open DigiDoc4 and check that:

  • Your name and data appear on the DigiDoc4 screen
  • DigiDoc4 gives you a warning or recommendation to update certificates, software, etc. – if so, follow the instructions on screen.

If necessary, read about how to verify that the ID-card and card reader are working correctly.

Step 2: Make sure your web browsers are set up correctly

Then check that all web browser settings are still in place.

NB! If the ID-card does not work with one web browser, you can always try another one!

  • Browser configuration: Google Chrome – Web eID

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    Step 1: Enable extension in web browser

    After installing the ID software, a notification about the “Web eID” extension will appear in the upper right corner of the Google Chrome web browser. To sign in e-services with an ID card, click in the “Enable extension” window and everything should work.

    If the message did not appear in your browser, continue to Step 2.

    Step 2: Open extensions in your browser

    Click on the icon with three dots on the right-hand side of Google Chrome and select More tools  Extensions.

    Step 3: Enable “Web eID” extension

    A new window with extensions opens, find the extension called Web eID and make sure that it is Enabled. If it’s not, enable it.

    The blue indicator in the right corner refers to the activated state of the extension.

    f you accidentally uninstalled the “Web eID” extension, you may manually install it in the Chrome Web Store.

    NB! If there is a “Token signing” extension in the extension selection, it should be removed. Instructions for removal can be found here.

    Step 4: Check whether using the ID-card is now possible in web browser

    After you enable the Web eID extension (Step 3), restart your browser: everything should work!

    Security software

    On some occasions, some third-party software, such as antivirus, adware, etc., handicaps ID software’s work – and the use of your ID-card. Instructions for adjusting your security software settings find here.

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  • Browser configuration: Microsoft Edge – Web eID

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    Step 1: Enable extension in web browser

    After installing the ID software, a notification about the “Web eID” extension will appear in the upper right corner of the Microsoft Edge web browser. To sign in e-services with an ID card, click in the “Enable extension” window and everything should work.

    If the message did not appear in your browser, continue to Step 2.

    Step 2: Open extensions in your browser

    Click on the icon with three dots on the right-hand side of Microsoft Edge and select Extensions.

    Then click “Manage extensions” in the window that opens.

    Step 3: Enable “Web eID” extension

    A new window with extensions opens, find the extension called Web eID and make sure that it is Enabled.

    The blue indicator in the right corner refers to the activated state of the extension.

    If not, enable it. If enabled, the browser may also ask for additional confirmation. Click on “Turn on extension” in the window to confirm.

    If you accidentally uninstalled the “Web eID” extension, you may manually install it in the Microsoft Edge Web store.

    NB! If there is a “Token signing” extension in the extension selection, it should be removed. Instructions for removal can be found here.

    Step 4: Check whether using the ID-card is now possible in web browser

    After you enable the Web eID extension (Step 3), restart your browser: everything should work!

    Security software

    On some occasions, some third-party software, such as antivirus, adware, etc., handicaps ID software’s work – and the use of your ID-card. Instructions for adjusting your security software settings find here.

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  • Browser configuration: Mozilla Firefox – Web eID

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    Step 1: Open extensions in your browser

    Click on the icon with three dots on the right-hand side of Mozilla Firefox and select “Add-ons and themes“.

    Step 2: Open extensions in the manager

    In the left menu of the Manage Your Extensions, there is an “Extensions” option with a puzzle icon. Click on it and you will see the extensions:

    Web eID” for Windows and macOS operating systems

    Web eID” and “PKCS11 loader” for Ubuntu operating system

    NB! If there is a “Token signing” extension in the extension selection, it should be removed. Instructions for removal can be found here.

    Step 3: Enable Web eID and PKCS11 loader extensions

    Find the extension named Web eID and make sure its ‘Enabled’. If not, enable it.

    Ubuntu operating system must have “Web eID” and “PKCS11 loader” extensions installed. Windows and macOS operating systems only need to have the “Web eID” extension.

    The blue indicator in the right corner refers to the activated state of the extension.

    If you accidentally removed the “Web eID” or “PKCS11 Loader” web extension, you can manually reinstall it from the Mozilla Firefox web store.
    Web eID – https://addons.mozilla.org/en-US/firefox/addon/web-eid-webextension/
    PKCS11 loader – https://addons.mozilla.org/en-US/firefox/addon/pkcs11-module-loader/

    Step 4: Check whether using the ID-card is now possible in web browser

    After enabling the Web eID and PKCS11 loader extensions (step 3), restart your browser: everything should work!

    Security software

    On some occasions, some third-party software, such as antivirus, adware, etc., handicaps ID software’s work – and the use of your ID-card. Instructions for adjusting your security software settings find here.

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  • Browser configuration: Safari – Web eID

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    To use the ID-card on the Safari browser, you will need the necessary web components installed on your computer: software package can be downloaded from the install ID-software page.

    Then you will have to allow use of the “Web eID” plug-in in Safari. By default, it is not allowed.

    Our step-by-step instructions will allow you to easily and conveniently verify that all of the plugins you will need to use the ID-card are allowed in Safari. Be sure to watch the video tutorial.

    Step 1: Open Preferences in Safari

    Open the “Safari” menu in the Safari web browser and select “Preferences“.

    Step 2: Open the Extensions tab

    This opens the extensions window – find the “Extensions” menu link with the puzzle icon in the upper menu and click on it. Then check that “Web eID” (link with the ID-icon) in the left-hand menu is ticked. Now allow the extension to be used on every websites. Click the “Always Allow on Every Website …“, and then “Always Allow on Every Website“.

    NB! If there is a “Token signing” extension in the extension selection, it should be removed. Instructions for removal can be found here.

    Step 3: Check that everything is working

    After you have permitted the Web eID plugin, you should be able to use your ID-card with Safari. If necessary, restart your computer and try again.

    However, if the ID-card still doesn’t work, check that DigiDoc4 Client reads your data correctly – maybe the problem lies in the card or the card reader. You can always use another web browser as well (e.g. Mozill Firefox or Google Chrome) or contact ID-help.

    Security software

    On some occasions, some third-party software, such as antivirus, adware, etc., handicaps ID software’s work – and the use of your ID-card. Instructions for adjusting your security software settings find here.

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Step 3: Try clearing your browser cache

Visiting websites may include session cookies or caches created by the websites you visit. They make your online experience more convenient by saving browsing information. Cookies and caches help sites keep you signed in, remember your site preferences, and provide you with locally relevant content. However, in some cases, there may be a situation where emptying the cache and deleting cookies solves problems related to loading or formatting sites, for example. To delete existing files, proceed as follows:

  • Clear cache: Google Chrome

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    Clear browsing data using keyboard shortcuts

    1. Press the [Ctrl], [Shift] and [Delete] keys at the same time.

    2. This will bring up a “Clear browsing data” window.

    3. Select “All time” from the “Time range” selection box.

    4. Make sure you have the “Cookies and other side data” and “Cached images and files” selected.

    5. To clear the browsing data, click “Clear data“. If you haven’t cleared your browsing data before, it might take a while.

    6. Close and re-open your browser before proceeding.

    Clear browsing data manually

    1. There is a menu button in the top right corner.

    2. Select “More tools“.

    3. Select “Clear browsing data“.

    4. Then follow the instructions to clear the cache using the keyboard shortcuts from the third step.

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  • Clear cache: Microsoft Edge

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    Clear browsing data using keyboard shortcuts

    1. Press the [Ctrl], [Shift] and [Delete] keys at the same time.

    2. This will bring up a “Clear browsing data” window.

    3. Select “All time” from the “Time range” selection box.

    4. Make sure you have the “Cookies and other side data” and “Cached images and files” selected.

    5. To clear the browsing data, click “Clear data“. If you haven’t cleared your browsing data before, it might take a while.

    6. Close and re-open your browser before proceeding.

    Clear browsing data manually.

    1. There is a menu button [] in the top right corner.

    2. Select “History” and click on the [] selection button.

    3. Select “Clear browsing data

    4. Then follow the instructions to clear the cache using the keyboard shortcuts from the third step.

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  • Clear cache: Mozilla Firefox

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    Clear browsing data using keyboard shortcuts

    1. Press the [Ctrl], [Shift] and [Delete] keys at the same time.

    2. This will bring up a “Clear All History” window.

    3. Select “All time” from the “Time range” selection box.

    4. Make sure you have selected the „Cookies“, „Cache“, „Site Preferences“ and „Offline Website Data“ boxes.

    5.To clear the browsing data, click “OK“. If you haven’t cleared your browsing data before, it might take a while.

    6. Close and re-open your browser before proceeding.

    Clear browsing data manually

    1. There is a menu button in the top right corner.

    2. Select “History“.

    3. Select “Clear recent history“.

    4. Then follow the instructions to clear the cache using the keyboard shortcuts from the third step.

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  • Clear cache: Apple Safari

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    Clear browsing data using keyboard shortcuts

    1. Press the [CMD], [ALT] and [E] keys at the same time.

    Clear browsing data manually

    1. Click on „Safari“ and select „Preferences“.

    2. Select „Advanced“ from the next window.

    3. Select “Show Develop menu in menu bar“.

    4. Select „Develop“ from the menu bar and click on „Empty Caches“.

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Step 4: Perhaps some other software is interfering with the use of the ID-card?

Does DigiDoc4 read the ID-card data correctly, but the e-services still cannot be used? For example, you won’t be asked for your PIN1 code or certificate when you enter your e-services? Or the PIN will be requested, but when you enter the e-services, you see an “authentication failed” error message?

This error may be caused by third-party software. In most cases, the use of an ID-card may be interrupted by incorrect security software setup or some ad or malware that you may not even be aware of.

Open the Control Panel or Start Menu (Programs, Applications, etc.) on your computer to see if you have any software installed on your computer that you want to set up or uninstall.

  • Security software: third-party software faults

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    Some software installed on your computer can sometimes interfere with the use of an ID-card. These are mostly security software solutions, e.g. antivirus programs.

    Instructions for configuring the most common security software solutions:

    It can also happen that the use of an ID-card is obstructed by some adware or malware that has installed itself on your computer without your knowledge.

    Ensure that there is no adware or malware on your computer that interferes with the functioning of your ID-card.

    The most common interferences come from:

    • Superfish Inc. VisualDiscovery (Lenovo computers)
    • Web Companion
    • AdFender
    • BitDefender Free
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Step 5: Try reinstalling the ID software

Try uninstalling and reinstalling the ID software.

  • ID-software for the Windows operating system

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    You need ID-software to use your ID-card in your computer. Here you will always find the latest software version download. Save the software file on your computer and launch installation by double clicking on the file name.

    ID-software for 64-bit operating systems
    ID-software version: 22.6, DigiDoc4 client version: 4.2.12.119, released 20.07.2022
    Windows 10, Windows 11, Windows Server 2016, Windows Server 2019, Windows Server 2022
    Download

    It is good to know that you can also use DigiDoc4 for giving digital signatures with mobile-ID and Smart-ID.

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  • ID-software for the MacOS operating system

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    Open App Store on your computer (you will find it via Launchpad; the necessary icon – a blue circular icon with a white A in the middle – is usually on the computer’s start bar) and enter ‘DigiDoc4’ in the search or use this direct link:

    Web authentication components for ID card &
    Web signing components for Chrome and Firefox

    Versioon: 22.6, published 20.07.2022
    macOS Catalina (10.15), macOS Big Sur (11), macOS Monterey (12)
    Download

    Web signing components for Safari

    Versioon: 2.0.2, published 20.07.2022
    macOS Catalina (10.15), macOS Big Sur (11), macOS Monterey (12)
    Download

    DigiDoc4 Client

    DigiDoc4 client version: 4.2.12.118, published 20.07.2022
    macOS Catalina (10.15), macOS Big Sur (11), macOS Monterey (12)
    Download

    Download and install it on your computer following the instructions on the screen – this may take a few minutes.

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  • Software installation: official distribution channels of ID-software

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    ID-software installation page on the ID.ee website:

    The download links of our ID-software installation page are always updated and will automatically offer you the software package compatible with your computer’s operating system.

    Microsoft Store:

    Through the Microsoft Store you can download the following ID-software for Windows:

    • The DigiDoc4 Client for using your ID-card on the computer.

    Apple App Store:

    Through the Apple App Store you can download the following ID-software for macOS:

    • The DigiDoc4 Client for using your ID-card on the computer.
    • Web eID plugin for using your ID-card in the web browsers.
    • The RIA DigiDoc mobile application for iOS smart devices.

    Windows Update:

    Through Windows Update, an automatic component of ID-software, the minidriver component, is installed on the computer, which makes it possible to perform electronic activities with the ID-card.

    Application for mobile platforms (RIA DigiDoc):

    There is also software for Android and iOS devices for opening digitally signed files and giving digital signatures:

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Step 6: Removal of old or expired certificates

When you use a computer that has been used by several people with their ID-cards, it may happen that you must take a tedious extra step when you log in to an e-service via a web browser. Namely, you will be offered a list of the certificates of all users and you must manually select yours.

Getting rid of old certificates (and this extra step) is very easy.

  • Instructions: Removal of old certificates from Windows computers

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    When you try to log in to e-services with Internet Explorer and/or Google Chrome on computers using Windows, a dialogue window with the certificates of several users may appear on the screen. It looks something like this:

    The removal of unnecessary and confusing certificates is very easy:

    1. Open DigiDoc4 Client.
    2. Click on Settings (gear icon) in the upper tight corner of DigiDoc4.

    3. Click REMOVE OLD CERTIFICATES at the bottom of the screen.

    4. Close DigiDoc4 Client.

    You will now only see the certificates of the ID-card currently connected to the computer when you log in to e-services.

    Keep in mind that if multiple people continually use the same computer with their ID cards, the same procedure should be repeated to get rid of the certification option requirement when accessing e-services. Another – and more durable – option is to reinstall the ID-software by selecting: “After removing ID-card remove certificates also from computer”.

    Adding installation:

    1. Make sure that all existing ID-software has been removed (uninstalled) from your computer.

    2. Download ID-software.

    3. Launch the downloaded installation package and press “Options”.

    4. The options for installing the ID-software will open where the checkbox next to “After removing ID-card remove certificates also from computer” should be ticked. Then click “OK” to continue with the installation of the software as usual.

    5. After you have installed the ID-software with the certificate removal option, certificates will be deleted from your computer after you remove the ID-card: this is the best solution for anyone who shares his/her computer with several different ID-card users.

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  • Instructions: Removal of old or expired certificates from macOS computers

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    If you have renewed your ID-card and encounter problems when using the ID-card, the reason may be the expired certificates that have remained on the computer and now get in the way.

    You can renew old certificates on macOS computers as follows:

    1. Open Spotlight search (the magnifying glass icon in the upper right corner of the screen).
    2. Type the following search word:  Terminal.
    3. Click Enter.
    4. Copy this line in to the new dialogue window that opened:
      sudo rm -rf /var/db/TokenCache/tokens/
    5. Terminal then asks you to enter the password of your computer: enter it and click Enter.
    6. It seems that nothing happens at all – don’t let this bother you! The changes were automatically saved if you did everything correctly.
    7. Close Terminal and restart your computer and your ID-card with renewed certificates, digital ID card, etc. should now work!
    8. If the error occurs again, try repeating the same process and contact ID-help if necessary.
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  • Instructions: Removal of old or expired certificates from Linux computers

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    Linux does not save previously used ID-card certificates in the cache, so you should be able to use your ID-card without having to remove expired/old certificates yourself.

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Step 7: What else could I do?

If you receive error messages on your computer screen, always read them calmly and thoughtfully, so you can quickly find the steps to eliminate the error!

If there is a recently detected security risk behind the problem, you can find the information you need in the id.ee news section.

You can always contact our ID-helpline for help: call for urgent questions, but we always recommend that you use the “Notify us of the problem” form to receive accurate and easy-to-follow written instructions. Don’t forget to add a diagnostics file to the form! For instructions on how to save the diagnostics file, see the form.