During login

• Error Code: WS0X38cf0442
• Error Code: WS0X38cf0464
• Internal ErrorCode: 124
• Internal ErrorCode: 4000
• Internal ErrorCode: 10106
• Invalid Pointer Operation
• No Card Reader Found or Unable to Detect your CardMan
• PKMS Administration Message
• Problems with this web page might prevent it from being displayed properly or functioning properly
• Security Alert: Expired Certificate

 Error Code: WS0X38cf0442

Symptoms

While trying to login via ISABEL, you receive the following Error message: WS0X38cf0442 - Due to a technical problem it is impossible to continue the application. Error code: WS0X38cf0442

Cause

This error means: "Service Unavailable"

The service required by Webseal is located on a junctioned back-end server where SSL mutual authentication has failed. A new certificate is being installed. Because of that, the site is temporarily unavailable.

Resolution

Wait until the new certificate is installed.

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 Error Code: WS0X38cf0464

Symptoms

While trying to login via ISABEL, you receive the following Error message: Due to a technical problem it is impossible to continue this application. Error code: WS0X38cf0464

Cause

This error means "unable to authenticate client certificate".

Resolution

1. IE > Tools > Internet Options > Content > Clear SSl State > Close IE > Retry
2. Remove the certificate through the browser and reinstall it through the Isabel control panel.

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 Internal ErrorCode: 124

Symptoms

Typing the Isabel password gives the following error message: Internal ErrorCode: 124

Cause

If the wrong password is entered five times in succession, the chip card is locked ("burnt") and can no longer be accessed.

Resolution

You will need to order a new Secure Signing Card through the Isabel Help Desk.

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 Internal ErrorCode: 4000

Symptoms

Typing the Isabel password gives the following error message: Internal ErrorCode: 4000

Cause

The connection between the chip card and the card reader can be bad or the chip card is defect.

Resolution

1. Remove the chip card from the reader and clean the chip.
2. Blow in the card reader to remove the dust.
3. Insert the chip card in the card reader with the Isabel logo pointing upward and in the direction of the arrow, so that the electronic chip can be read.
4. Type the password again.
   If the problem is not solved, close all open applications, restart the computer and try again.
   If the problem persist you must order a new Secure Signing Card through the Isabel Help Desk and indicate Damaged/defect as reason for the order.

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 Internal ErrorCode: 10106

Symptoms

Typing the Isabel password gives the following error message: Internal ErrorCode: 4000

Cause

The connection between the chip card and the card reader can be bad or the chip card is defect.

Resolution

1. Remove the chip card from the reader and clean the chip.
2. Blow in the card reader to remove the dust.
3. Insert the chip card in the card reader with the Isabel logo pointing upward and in the direction of the arrow, so that the electronic chip can be read.
4. Type the password again.
   If the problem is not solved, close all open applications, restart the computer and try again.
   If the problem persist you must order a new Secure Signing Card through the Isabel Help Desk and indicate Damaged/defect as reason for the order.

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 Invalid Pointer Operation

Symptoms

The Isabel website requires authentication to gain access. Isabel websign is used for this authentication process. If this operation fails, you receive following error message: Invalid pointer operation

Cause

A version of the file 'library32.dll', which is not compatible with Isabel WebSign is loaded on the PC memory. This may be due to another program using the file and being active at that particular moment or the path settings induce the wrong file to be loaded.

An application known to use an incompatible version is Merant Dimensions PC Client.

Resolution

1. Close down all the open applications.
2. Restart the computer

If the issue is still present please ask your internal IT department to perform the following steps:
1. Close down all open applications
2. Adapt the path settings for the Isabel software
3. Restart the computer

If the problem persists, you should contact the Isabel Help Desk .

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  No card reader Found or Unable to Detect your CardMan

Symptoms

Running the installation program of Isabel Business Suite 5.00 results in one of the following:

• The card reader is not detected; or
• The card reader is not supported; or
• The PC/SC layer is not correctly installed; or
• The link between the card reader and the PC/SC layer can not be established; or
• The system has no access to an important registry key.

Error messages:

• No card reader found. Please connect your card reader and press 'Retry' to continue the setup procedure.
• Unable to detect your CardMan. Please reboot your PC and retry the tool. If the problem persists, call the Isabel Help Desk.
• Your system has experienced an access problem with the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\cryptography\calais for the user NT AUTHORITY\LOCAL SERVICE.
  Because of this, the installation of the card driver cannot be completed.

Cause

The installation program of Isabel Business Suite 5.00 includes the set up of the card reader drivers and the PC/SC layer. At every re-installation, the card reader is re-installed as well.

The installation program of Isabel Business Suite 5.01 will try to detect the presence of a functioning card reader, if this operation fails, the card reader installation program will be launched. In case of a problem, the installation program restarts each time you start the installation of Isabel Business Suite 5.x or an error message is displayed.

Resolution

1. Switch off the computer.
2. Disconnect and reconnect the card reader to the computer.
   Note that a serial card reader has to be connected to the COM-port on which it has been installed. If you have an USB card reader you can try connecting it to another USB port.
3. Restart the computer.
4. Restart the installation of the card reader 

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 PKMS Administration Message

Symptoms

After entering the account credentials you receive the following message:

Valid Administration Commands:
pkmslogout - logout the current user session
(Not valid for clients who authenticate with Basic Authentication or SPNEGO. BA clients must exit their broswer to properly terminate their session. SPNEGO clients must log off from their work station).

pkmspasswd - change password for logged-in user.

Resolution

You will need to close all open applications, restart your workstation and try to login back to the ForPro Client Portal.

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 Problems with this web page might prevent it from being displayed properly or functioning properly

Symptoms

After entering your Password and selecting the service ForPro Client Portal you receive the following error message:

Cause

This error occurs due to the fact that your Internet settings have probably the pop-up blocker option active. ForPro Client Portal via Fortisbusiness.com is displayed in a new window.

Resolution

You need to proceed in two steps:

A. Allow the pop-up window of Fortisbusiness.com:

1. From the Tools menu, point to Pop-up Blocker and then select Pop-up Blocker Settings.
2. In the Address of Web site to allow box, type the address (or URL) finance.fortisbusiness.com and then click on Add.
3. Click Close

B. Disable the script error settings in the options of the Internet Settings:

1. From the Tools menu, select Internet Options.
2. Within the Internet Options dialog box, click on Advanced.
3. Within the Advanced Tab, scroll down to the Browsing section, and disable:
   - Script Debugging (Internet Explorer)
   - Script Debugging (Other)
   - Display a notification about every script error
4. Click OK

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 Security Alert: Expired Certificate

Symptoms

While trying to login via ISABEL you receive the following Error message:

Cause

The certificate on the server is expired.

Resolution

Click on "Yes" to proceed or wait untill a new certificate is installed by Fortis.

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