Questions or issues related to activation of your Isabel SmartCard with your electronic identity card (eID).
Website: www.isabel.eu/starteid
FAQ
I have forgotten the PIN code for my eID
You will find a more detailed explanation of what to do here: https://eid.belgium.be/en/about-eid-card
I have entered three times the wrong PIN code for my eID
You will find a more detailed explanation of what to do here: https://eid.belgium.be/en/about-eid-card
What software do I need to install for my eID?
Check to see that you have installed the eID software (correctly). After installing the eID software, you can check to see if you have done it correctly. Carry out the test
What card reader can I use to get my temporary Isabel PIN code?
The Isabel card reader is eID compatible. So it can be perfectly used to read your Belgian electronic identity card (eID) and to activate your Isabel card via eID, provided you have installed the Belgian eID-software.
I received my temporary Isabel PIN code on the screen, but I have forgotten it
You can repeat the procedure to retrieve your temporary Isabel PIN code. Go to www.isabel.eu/start
Error messages
Error: "Accessing your chip card caused an error."
If you are facing this error, please upgrade your Isabel Security Components to the latest version.
Make sure you have installed the most recent version of the card reader driver.
Error: "No operational card reader found."
Issue occurs during creation of the temporary PIN code via eID.
Solution:
Error: "System error detected by the activation server when processing the verification request"
- Reboot your computer, go to www.isabel.eu/activator and try to activate your SmartCard again using your newly chosen PIN code.
- verify with your IT or system administrator that your proxy and/or firewall are configured correctly.
Error: "The Isabel CA root certificate could not be found in the Microsoft certificate store"
Please follow this solution.
Error: "The page can not be displayed" or "cannot connect securely to this page" or "Forbidden" when using your eID
Issue occurs during creation of the temporary PIN code via eID.
Solution:
- Install the latest version of eID software.
- Check wether the eID Viewer is ready to read your eID.
- Check the status of your eID certificates.
- Try again.
Still experiencing problems? Execute the following steps and try to logon after each step:
- Clear the cache of your browser. Try again.
- Reset your browser. Try again.
Error: "Your card cannot yet be activated. Please contact your bank."
If you received your card by post, do not forget to send the receipt confirmation together with a copy of your identity card back to the bank. Contact your bank's support if the card is still not activatable after 2 business days.
If you received your card at your bank agency, please contact your bank's support.
No Connection with the verification server or empty server response
Please follow this solution.
Unexpected error: "An unexpected error has occurred. Please try again later."
Note: It is not allowed to change the eID during the card activation. Insert the correct eID, close this browser and restart the process."
Issue occurs during creation of the temporary PIN code via eID.
Solution:
Contact our helpdesk.
Warning message: "The inserted identity card is not linked to the provided token. Check the owner of this token on the card letter and use this eID to get the temporary pin. Insert the correct eID, close this browser and restart the process.""
Issue occurs during creation of the temporary PIN code via eID.
Solution:
The number of the eID card you mentioned when ordering your Isabel SmartCard is not the same as the eID card inserted in the Isabel card reader. Contact our helpdesk.
Warning message: "A bisc unexpected error has occurred. Always keep your eID inserted until you receive the temporary pin code.""
Issue occurs during creation of the temporary PIN code via eID.
Solution:
- Leave your eID in the Isabel card reader until you have received your temporary PIN code.
- If the issue persists, make sure you have installed the latest version of the eID software and retry.
Error: "The activation server can not be reached"
- First, please verify if your internet connection is still working.
- Check the configuration of your firewall, proxy and anti-virus, and make sure you don't have any software installed that is known to interfere with Isabel.
- Remove the Isabel Certification Authority (CA) certificate(s).
- Open Internet Explorer as Administrator (Done by right clicking on the Internet Explorer icon and choosing for "Run as Administrator" ).
- Navigate to Tools > Internet Options > Content > Certificates.
- Select the tab Trusted Root Certification Authorities.
- Remove the Isabel Certifcation Authority certificate.
- Now go to the tab Intermediate Certification Authorities.
- Remove the Isabel certificate(s) present here.
- Open the Isabel 6 Officesign control panel.
- Double-click the Install Certifcation Autority Icon and click Ok to confirm.
- Try activating your Isabel Smartcard again.
Failures during the activation process where no error messages are displayed
It's not possible to enter the card ID after identification (the field is greyed out)
Issue occurs during creation of the temporary PIN code via eID.
Solution:
- Clear the cache of your browser. Try again.
- Reset your browser. Try again.
- Try in another browser.
Loop or freeze when changing the PIN-code
During the third step the card activator requires you to change the PIN code. If the activator/card reader continuously asks you to change your PIN, or when the application simply freezes, please try the following steps:
- Close the activation procedure an open up an inPrivate session in Internet Explorer.
You can do this by using the key combination Ctrl+Shift+P or by going into the Extra menu, click on the gear icon
in the upper right corner, then to Safety and then click on InPrivate Browsing. Now retry the activation procedure within this new window.
- Upgrade your Isabel Security Components to the latest version. You can download this version on the following page.
Nothing happens or you receive a blank page when starting the activation procedure
- Visit the Isabel 6 download zone to check if you have necessary components to work with Isabel 6.
- Try in another browser.
Questions or issues related to activation of your Isabel SmartCard with a temporary PIN code printed on a letter.
Website: www.isabel.eu/startpin
Error messages
Error: "Accessing your chip card caused an error."
If you are facing this error, please upgrade your Isabel Security Components to the latest version.
Make sure you have installed the most recent version of the card reader driver.
Error: "System error detected by the activation server when processing the verification request"
- Reboot your computer, go to www.isabel.eu/activator and try to activate your SmartCard again using your newly chosen PIN code.
- verify with your IT or system administrator that your proxy and/or firewall are configured correctly.
Error: "The Isabel CA root certificate could not be found in the Microsoft certificate store"
Please follow this solution.
Error: "Your card cannot yet be activated. Please contact your bank."
If you received your card by post, do not forget to send the receipt confirmation together with a copy of your identity card back to the bank. Contact your bank's support if the card is still not activatable after 2 business days.
If you received your card at your bank agency, please contact your bank's support.
No Connection with the verification server or empty server response
Please follow this solution.
Error: "The activation server can not be reached"
- First, please verify if your internet connection is still working.
- Check the configuration of your firewall, proxy and anti-virus, and make sure you don't have any software installed that is known to interfere with Isabel.
- Remove the Isabel Certification Authority (CA) certificate(s).
- Open Internet Explorer as Administrator (Done by right clicking on the Internet Explorer icon and choosing for "Run as Administrator" ).
- Navigate to Tools > Internet Options > Content > Certificates.
- Select the tab Trusted Root Certification Authorities.
- Remove the Isabel Certifcation Authority certificate.
- Now go to the tab Intermediate Certification Authorities.
- Remove the Isabel certificate(s) present here.
- Open the Isabel 6 Officesign control panel.
- Double-click the Install Certifcation Autority Icon and click Ok to confirm.
- Try activating your Isabel Smartcard again.
Failures during the activation process where no error messages are displayed
Loop or freeze when changing the PIN-code
During the third step the card activator requires you to change the PIN code. If the activator/card reader continuously asks you to change your PIN, or when the application simply freezes, please try the following steps:
- Close the activation procedure an open up an inPrivate session in Internet Explorer.
You can do this by using the key combination Ctrl+Shift+P or by going into the Extra menu, click on the gear icon in the upper right corner, then to Safety and then click on InPrivate Browsing. Now retry the activation procedure within this new window.
- Upgrade your Isabel Security Components to the latest version. You can download this version on the following page.
Nothing happens or you receive a blank page when starting the activation procedure
- Visit the Isabel 6 download zone to check if you have necessary components to work with Isabel 6.
- Try in another browser.
More Information
Your Card is blocked. You entered 5 times a wrong password.
Please follow this solution.