USER S GUIDE VeriSign Import Utility User s Installation Troubleshooting Guide
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Contents Contents Introduction...4 Troubleshooting the Install...4 Appendix A...9 March 20, 2009 Page 3
Introduction You must use the VeriSign Import Utility ActiveX control to install ECA certificates on Aladdin etoken. This document helps you troubleshoot some of the problems in downloading and installing this ActiveX control. If the instructions given in this document do not work for you, please contact your administrator. IMPORTANT The troubleshooting tips given below will only help if you are a member of the administrator or power user group. If you are not a member of one of these groups, please contact your system administrator and provide them with a link to VeriSign Import Utility Administrator Guide (https://knowledge.verisign.com/support/ecasupport/index?page=content&id=so11411&actp=list. Troubleshooting the Install Problem1: You are unable to download the VSImport ActiveX control from Microsoft IE browser. Solution: To resolve this issue, add the ECA URL to Internet Explorer's Trusted Site List. To do this, perform the following steps: 1. In the Internet Explorer, click on Tools > Internet Options. Page 4
The Internet Options dialog box opens. 2. Click on the Security tab, and then click Trusted sites as shown in the screen shot above. 3. Click on the Sites tab. The Internet Options/Trusted sites dialog box opens. March 20, 2009 Page 5
4. Type the name of the URL and protocol (https://eca2048.verisign.com) in the Add this website to the zone field. 5. Click on the Add button. 6. Click on Close button to close the Trusted sites dialog. 7. Back in the Internet Options dialog box, click on the Custom level button. The Security Settings Trusted Sites Zone dialog box opens. Page 6
8. Scroll down to ActiveX Control and plug-ins and, in the Download signed ActiveX controls section, select Enable. 9. Scroll down further to the Run ActiveX controls and plug-ins section and select Prompt, and in the Script ActiveX controls marked safe for scripting*, select Enable, as shown in the screen shot below. March 20, 2009 Page 7
10. Click OK to save your settings. 11. Click OK on the Internet Options dialog box to close that dialog box. 12. Close all the open instances of Internet Explorer. See Appendix A below for instructions on how to do this. 13. Log off from your computer and log in again. 14. Launch Internet Explorer and continue to pick up your ECA certificate. Note You should have received an email with instructions to pick up your ECA certificate. Problem2: You are unable to install the VeriSign Import ActiveX control from Microsoft Internet Explorer. Solution: You may not have the necessary privileges to install the ActiveX control on your machine. Please contact your system administrator and provide them with VeriSign Import Utility Administrator Guide. Page 8
Appendix A Do the following to close all open Microsoft Internet Explorer instances using Windows Task Manager. 1. Right click on the task bar at the bottom of your desk top screen, and then click on Task Manager as shown below. Windows Task Manager opens. March 20, 2009 Page 9
2. Click on the Applications tab if this view does not open by default. You may not find all the tabs displayed above on your screen. 3. In the Task column, click on each instance of Internet Explorer to select it, and then click on End Task. The following screen may open. 4. If it does, click End Now. Page 10