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Crypto

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.

Web application still reports that Crypto Web Extension is not installed

Check if the extension is enabled in the browser settings, or refresh the web page. If the problem persists, contact support.

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.

Crypto Native App NG cannot be launched from a web application

If you have an Apple Silicon (ARM) processor then it is possible that the Rosetta component required for running x64 applications is not installed on your macOS system. Please try launching the Crypto Native App NG from the Applications folder. If a dialog window prompting you to install Rosetta appears then follow the instructions to complete the installation. If the dialog does not appear and the application does not work, please contact support.

Error CSSMERR_CSP_OPERATION_AUTH_DENIED when using a certificate from the system storage

This error may occur when using a certificate issued by PostSignum, which was created via the iSignum application and imported into the login keychain. A temporary solution is to export the given certificate and then import it into the system keychain. We are working on a solution in cooperation with PostSignum.

eToken certificates are not visible in the system storage section

The eToken solution from Software602 automatically imports certificates into the keychain, however, they are not visible to the CNA NG application. The reason is that CNA NG has moved from version 26.0 and later to a sandbox (using the so-called AppGroups) to be able to communicate with the Crypto Web Extension for the Safari browser. The problem is communicated with Software602. If you need to use eToken, you need to temporarily install an older version of CNA NG, which you can download here.

Microsoft Windows

Application installation failed

Run the installer with the command msiexec /i '[path to msi]' /l*v [path to log]. 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.

Installation of Crypto Native App NG is not detected

In case of Google Chrome, Microsoft Edge, and Mozilla Firefox web browsers, Crypto Web Extension might be unable to detect the presence of the installed Crypto Native App NG. This may be caused by the fact that for Crypto Web Extension and the given web browser, there are duplicate keys in the registries of Microsoft Windows operating system for Native Messaging Hosts. Duplicities in the registries may occur, for instance, if an older version of Crypto Native App, installed in the Current User scope, was not uninstalled correctly, and at the same time, a version of Crypto Native App NG was installed in the All Users scope. The Current User scope takes precedence over All Users, while the key within the registry for the Current User contains an incorrect value with a path to the executable file (exe) for Crypto Native App NG. For instructions on how to delete a duplicate registry key, see below.

  1. Launch regedit (Start → Run → regedit).

  2. Expand section HKEY_CURRENT_USER.

  3. Navigate to the registry key that corresponds to the web browser you are using:

    SOFTWARE → Google → Chrome → NativeMessagingHosts

  4. Expand the key NativeMessagingHosts, under which cz.tescosw.nativeapp.crypto subkey should be located.

  5. Remove the cz.tescosw.nativeapp.crypto subkey.

  6. Close regedit.

Now the Crypto Web Extension should correctly find and launch the installed Crypto Native App NG. If not and problems persist, please contact the support of your project.

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: