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Troubleshooting

This page contains procedures to solve the most common problems you may encounter as a user of the application.

General

Crypto Web Extension is not present in the web browser after installing

You may encounter this especially if you have installed the Crypto Web Extension using the installer for the Crypto Native App NG. When launched, Google Chrome and Microsoft Edge browsers check the existence of the preference file, which ensures installation of extensions. Therefore, try to terminate all browser instances (to do that, use the Task Manager) and restart the browser. If the problem persists, try restarting the whole workstation.

Smart card or token not found

Check the application settings to find out if the driver for the token or smart card is allowed, and add the driver if it has not been implemented in the application.

Location of the application log file

The Crypto Native App NG log file can be accessed from the Settings page or directly via the file system, see below.

C:\Users\{username}\AppData\Local\TESCO SW\TESCO SW a.s.\{architecture}\Logs\log.json

Apple macOS

Application installation failed

After launching the installer application (*.pkg), press the key combination cmd ⌘ + L to open the installation process logging window. Select View all logs in the drop-down menu in the upper right-hand corner. Then step through the installer to the point where the error occurs. The installation log should now display the cause of installation failure, or send the log to the support for the respective project.

Czech eID is not shown among tokens/smart cards

There is a bug in Apple macOS which was fixed in the 14.3 Sonoma version. You need to switch the CCID driver according to directions here.

The smart card or token requires entering PIN on a non-existent keyboard

There is a bug in Apple macOS which was fixed in the 14.3 Sonoma version. You need to switch the CCID driver according to directions here.

I did not find a solution to my problem here

If you have not found solution for your problem in this section, please contact customer support for your project: