Business Support Steps

Business steps to verify the Trust1Connector and environment is setup correctly and working.

1. Is my card reader connected correctly to my PC/MAC?

To install your card reader correctly follow the online procedures at (depending on the browser you use):

For MacOS

• Verify if the card reader is recognized by your Operating System

• Click in the left upper corner on the 'Apple' logo and select 'About this Mac'

• Select 'System Report'

• Verify under Hardware > USB if the system detects the 'DIGIPASS 870':

The USB device hierarchy appears in the right column. If the eID card reader is not in the list, there are several possible causes:

• The driver has not been started correctly. Solution: Download and install the latest version and try again.

• There is a problem with your USB port. Solution: Try the eID card reader on another USB port.

• There is a problem with your eID card reader. Solution: Try the eID card reader on another computer. If it is not recognised there, it is probably defective and must be replaced.

If your eID card is not recognised, there are several possible causes:

• Some eID card readers are only 'activated' (visible to the system) once a smartcard has been read. Solution: Insert your eID in the card reader

• Some eID card readers are no longer recognized after the computer 'wakes up' from standby mode. Solution: Disconnect the card reader and connect it again. If this does not work, restart the computer with the card reader connected.

• The eID card reader is not shown in the USB device hierarchy.

Have you checked everything above yet your card reader is still not recognized? Then please contact your IT administrator.

For Windows

• Verify if the card reader is recognized by your Operating System

• Open 'Device Manager' and verify if the DIGIPASS 870 is listed under 'Smart card readers'

Note: Don't see a 'Smartcard readers' section? Then it is possible that the eID card reader is not correctly connected. Try a different USB port. If that does not resolve the problem, check whether the card reader is shown in the 'Other devices' section.

• If the card reader is shown in the 'Other devices' section, you must install the driver. The driver software handles the communication between the computer and the card reader. The driver should be installed after a successful installation of the Belfius card reader.

• If the card reader is NOT in the list of 'Other devices', there may be a problem with the card reader or the USB port. Before replacing the card reader, it is best to test it on another USB port or another computer.

There may be a number of reasons why your eID card reader is no longer recognized as a smartcard reader:

• Some eID card readers are only 'activated' (visible to the system) once a smartcard has been read. Solution: Insert your eID in the card reader.

• There is a problem with the Windows Smartcard service. Solution: Check whether the Windows SmartCard service is active

Have you checked everything above yet your card reader is still not recognized? Then please contact your IT administrator.

For Windows - Check if the SmartCard service is active

The Smartcard service is a Windows service that manages the connection to the eID and card reader. Therefore, this service must be running for you to be able to access the eID. You can check this as follows:

• Open "Windows Services".

• Search for "Smartcard service"

• Check the following Smartcard service settings:

  • The status column for the Smartcard service shows 'Running'.

  • The 'Log On As' column shows 'Local Service'.

  Are the Smartcard service settings NOT as they should be? Then do whichever of the following two options applies:

The Smartcard service is not running

Start the Smartcard service, as follows:

• Double-click the Smartcard service.

• Click 'Start' and then 'OK'.

The Smartcard service is not logged on as a 'Local Service'

• Double-click the Smartcard service

• Select the second tab, 'Log On'

• Select 'This account'

• Click 'Browse'

• In the white text box, type: loc

• Then click 'Check names'

• The name 'Local service' now appears in the text box

• Then click 'OK'

• Leave the password boxes empty

• Click 'Apply'

• Click 'OK'

• Go back to the first tab, 'General', and restart the service

• Click 'Start'

• Click 'Stop'

2. When I insert a card (bank card or eID), is my card recognized correctly?

When the card reader is correctly connected, the display should light up and display:

When the card reader is connected to the USB port, and a card is inserted, verify that the display shows an indication of the inserted cards (for some seconds) in the lower right corner:

After some seconds, the lower-right status indicator will show:

3. Is my application running in the background?

The Trust1Connector has two processes running in the background. A primary process which is the service, and a secondary process active that runs as the user rights (serves to interact with the user through dialogs).

Verify if both services are running.

For MacOS

Open 'Activity Manager' and search for 't1c', you should see 2-3 processes running, depending if your user has registered the registry

For Windows

On Windows, open the configuration screen and list the installed programs. The Trust1Connector should be listed with it's version

Open the Taskmanager (Ctrl+Shift+Escape). In the details tab, check for the processes highlighted below. Depending if your user has the registry hosted it will show either 2 or 3 programs running