# Business Support Steps

## 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):&#x20;

{% embed url="<https://www.belfius.be/retail/nl/zelf-bankieren/diensten/kaartlezer/index.aspx>" %}

### 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**'

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4w9H7MqLXSKbI2gI1W%2F-M4wFYMkzz5J2spdCHkQ%2FScreenshot%202020-04-15%2007.12.04.png?alt=media\&token=2bc78f91-29b5-4407-969d-a4c7624a71aa)

* Select '**System Report**'
* Verify under **Hardware > USB** if the system detects the '**DIGIPASS 870'**:

![USB devices for MAC](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4w9H7MqLXSKbI2gI1W%2F-M4wFmDTU_Jk1WLL0Ahs%2FScreenshot%202020-04-15%2007.12.53.png?alt=media\&token=fad986e2-e551-437a-acc0-4bcce11136d7)

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**'

![Windows Device Manager](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4w9H7MqLXSKbI2gI1W%2F-M4wGaNn47omajBoHAO3%2F1._sc_readers.png?alt=media\&token=f5480aa4-400d-4e3d-bdd6-196a02fe713b)

**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'.

![SmartCard Service Properties](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4wHNXeFWDOPGlpyCLR%2F-M4wIuarb__ejTRQsUUy%2F2._smartcardservice_props_0.png?alt=media\&token=a1914c34-f0c3-4dfc-a68b-f7be3c3ec6e2)

#### **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'

![SmartCard Service Properties](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4wIytTb9zQmQjNekJ3%2F-M4wJKO1B1nf0e5yKR85%2F3._smartcardservice_account_0.png?alt=media\&token=1dbf129d-3382-47df-828d-ee77b2a4baaf)

* In the white text box, type: loc
* Then click 'Check names'

![Select User Screen](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4wIytTb9zQmQjNekJ3%2F-M4wJV3dYmJqauQqHtaL%2F4._smartcardservice_user_select_0.png?alt=media\&token=e8ef17a4-209b-4267-b0b2-c1b66ac84c8a)

* 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'

![Restart SmartCard Service](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4wIytTb9zQmQjNekJ3%2F-M4wJg5wvkmolXeNTHSy%2F5._smartcardservice_restart_0.png?alt=media\&token=38c89007-ee18-41ab-977a-ebac6e463b7e)

## 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:

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4wM2rELgXWo2dGSbWe%2F-M4wMfQpHCMZyg-z9XZ-%2Fbelfius_reader_conn.png?alt=media\&token=c6cb2e65-d190-41cf-9291-25890d9a0a59)

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:

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4wM2rELgXWo2dGSbWe%2F-M4wMSm6EW5pUoVxc5XA%2Fbelfius_reader_card_init_small.png?alt=media\&token=367f5c5c-1cb0-450f-964a-ff0a176de9a2)

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

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4wM2rELgXWo2dGSbWe%2F-M4wMuacygj58cRd9bJf%2Fbelfius_reader_card.png?alt=media\&token=953ebb68-39b5-448a-9a6d-99546e6f3eb5)

## 3. Is my service 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 run 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 'gcld', you should see 2 processes running, one in user space, and one in admin space:

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M4wSxQpclb93ql67cCg%2F-M4wTt1A2pB4cBg9xgEl%2FScreenshot%202020-04-15%2008.15.52.png?alt=media\&token=f72d6e05-ab51-4bf1-a9d6-b6056c338a43)

### For Windows

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

Open the Windows services (Ctrl+R -> **services.msc**) and verify if the Trust1Connector service is running.

Open the taskmanager (Ctrl+Shift+Escape). In the details tab, check if there is a process "**gcl-service.exe**" active running as the current user (Agent) and as System (Trust1Connector core).

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M9bKuSckxdMpTKfeHB0%2F-M9bNJbfW9Lj14Tr92iw%2Fimage.png?alt=media\&token=47460590-f504-4b10-ab18-1f26f3e6374d)

## 4. Do I have a correct certificate installed on my PC/MAC?

### For MacOS

* Open Spotlight Search (CMD + Space)
* Enter and open "Keychain Acces&#x73;**"**
* Under System, you should see the certificate "trust1connector", you search for the certificate in order to verify this easily.

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M1ehRPaSNflWlMcnZwL%2F-M1evWZAIGl-LB_Ql1qZ%2Fimage.png?alt=media\&token=04e6db4c-8a3f-4045-b671-1075b1a1e67e)

### For Windows

* Right click on the start button and open RUN (see screenshot below)
* Enter "mmc" and press enter
* Press File > Add/Remove Snap-in... (see screenshot below)
* Select Certificates and press Add
  * Select Computer Account
  * &#x20;Select Local Computer
* Press OK
* Right click "Certificates" and press "Find Certificates..."
  * Enter "trust1connector" and press enter. You should see something similar as the screenshot below

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M1ehRPaSNflWlMcnZwL%2F-M1etJ5AHCSw2PC6BHBi%2Fimage.png?alt=media\&token=3f7b9a38-6365-41af-ac4f-c8dd8234f804)

<div align="center"><img src="https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M1ehRPaSNflWlMcnZwL%2F-M1etrY_zp6gquM-0hFA%2Fimage.png?alt=media&#x26;token=267a7754-47f1-4911-9a2a-ea85a1f7c90f" alt=""></div>

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M1ehRPaSNflWlMcnZwL%2F-M1euIYY_b3cyQGUx3ot%2Fimage.png?alt=media\&token=9301e4bb-6ade-4c46-87e7-d8f295506cfb)

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M1ehRPaSNflWlMcnZwL%2F-M1euZbV36Kk54HSM9zt%2Fimage.png?alt=media\&token=74e4fe65-6936-4bf2-9c45-153409084fb7)

![](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M1ehRPaSNflWlMcnZwL%2F-M1euwkAPi3EpLmwpzOt%2Fimage.png?alt=media\&token=87e2d9a7-1c85-4037-b539-455ae82b047c)

##

## 5. Do I have access to my card reader from the browser?

* This is a demo/test application where you can check if your connector works.
* Go to <https://readmycards.eu/>. The page should look similar to below. Open the admin panel to check other properties.

![Open admin panel](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M1ehRPaSNflWlMcnZwL%2F-M1eokWwMSm0FibOu1xl%2Fimage.png?alt=media\&token=c52d3146-6169-4d6a-b748-d47a57a134d4)

If you see '**Looking for readers**' or '**Insert card**', that means that the installation has been done correctly.

Additionally, you can go to the '**Admin**' view (upper-right button) and verify if the reader is detected in the browser:

![The connected card readers](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M1ehRPaSNflWlMcnZwL%2F-M1eq8pv_396p0lSWwsf%2Fimage.png?alt=media\&token=cc83fec4-b571-4346-980c-6e4f154bbd6d)

When all steps are performed a dump of the configuration and log files can be downloaded by clicking on the button depicted below, please send this to support in order to investigate the issue.&#x20;

![Download or refresh all data](https://1838184739-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L9hsLHAoFyYqgfdRqBE%2F-M1ehRPaSNflWlMcnZwL%2F-M1eqQpzM_evzvDJmj8X%2Fimage.png?alt=media\&token=31560a3d-8b53-4792-b6b4-cc8c820d3407)
