To find the source of the error, pay attention to the following points:
what the message says
in a pop-up window
when was the last time I worked
signature and what were
software changes have been made
does the signature work on another
computer
has expired
license or certificate
If the window with the error message is blocked, in the browser settings, enable the item "Allow pop-up windows" and restart the browser. It didn't help - temporarily disable your antivirus program, it is often the reason for blocking. After reading the error message, you will be able to understand how to restore the EDS functionality.
The signature does not work on a specific device. In this case, you need to update the installed programs and reconfigure the system on the PC where the error occurs. To update the complex of cryptographic protection modules "CryptoPro", erase the old ES certificates that have expired. Then install the new ones by selecting them through the "Service" tab. This will help to avoid mistakes in the work with the documentation.
The CryptoPro license has expired. To renew the license, contact the employees of the company where it was purchased, or get a new one by contacting our Certification Center. After renewing (purchasing) a license, enter the serial number in the "CryptoPro PKI License Management" section.
The wrong certificate was used. One of the most common mistakes people make when using multiple CPUs at the same time. The error in the appearance of an inscription about inconsistency with the signed document or the message "EDS certificate does not correspond to the one loaded into the profile" is concluded in the fact that a medium with a different certificate is inserted. Check all the media inserted into the USB ports, as well as the correct certificate.
The mail does not see the certificate. At the stage of signing the document, incorrectly configured e-mail settings do not allow finding the required certificate. This happens when the e-mail specified during the production of the signature does not match the valid one. To fix the error, enter the correct email address in the system settings.
Crash while attaching a file. The message that "Failed to sign the document" may appear even when the size of the attached file is too large. The volume of the attached object should be reduced. Alternatively, you can upload the document page by page or split it into several files.
5 reasons to contact us
Even experienced users may have problems with the use of digital signatures. If the message “The electronic signature does not correspond to the signed document” pops up, our clients do not stop their work and do not waste valuable time.
Professional EDS specialists work for you, who will advise by phone or promptly arrive at your office.
We issue certificates for work on all sites - auctions for 44-FZ, 223-FZ, commercial auctions, bankruptcy auctions, state portals. We also monitor the timely renewal of certificates.
Many procurement participants, regardless of experience, face the problem of correct operation on an electronic trading platform. These errors can be detected at any time, including during electronic trading.
The consequences can be very different, namely:
- Application for participation in the competition not submitted in time
- Lost e-auction
- State contract not signed in time
The three most common problems with electronic signatures
- The procurement participant certificate is not displayed on the electronic site
- Electronic signature does not sign documents
In fact, there can be much more errors, but we will analyze the main and their causes, and also outline possible ways to eliminate the problems.
The most important thing is to remember that for the electronic signature to work correctly, you must use the Internet Explorer browser not lower than version 8 and, preferably, not higher than 11 (with version 11 there is no guarantee of stable signature operation).
The signing key certificate is not visible on the site when trying to log in
In this case, the error was caused by several reasons at once, namely:
- Incorrect configuration of the signing key certificate
- Internet browser is incorrectly configured
- Missing root certificate of the Certification Authority
How to solve the problem?
First of all, you need to make sure that you have correctly installed the open part of the certificate in the personal one through the cryptographic information protection tool (Crypto Pro). In this case, the version of the installed program is suitable for the type of your operating system.
Then, in the settings of the Internet Explorer browser, you must add the site addresses to the trusted sites and enable all ActiveX controls.
Electronic signature gives an error when signing documents
Typically, this error occurs in a number of cases:
- The license of the CryptoPro program has expired
- Media with different certificate inserted
How to fix it?
To do this, you need to obtain a new license by contacting the Certification Center. After the license has been successfully received, you need to launch CryptoPro and enter the serial number of the license.
In the second case, you need to check all closed containers (media) inserted into the USB connector of the computer and check that the correct certificate was selected.
The system gives an error when entering the electronic platform
This error can be caused by a combination of the reasons indicated above. As practice shows, such an error first of all appears due to the incorrectly installed Capicom library. We recommend that you check for the installed library on your computer and pay attention to the need to copy 2 system files with the ..dll extension to one of the Windows folders when using a 64-bit system.
In order for you to avoid such errors, before installing an electronic signature, read on installing and configuring an electronic signature or order for the release and configuration of an electronic signature in our company.
When trying to view a document, the message "Failed to load content / Failed to decrypt content / Failed to decrypt documents / Failed to decrypt files" appears
When viewing the document, an error occurs, in the details of which the message is:
“Failed to decrypt documents. There is no certificate on the computer that encrypts these documents. If you have one of these certificates, install it according to the instructions: "How to install a certificate."
"Failed to load content. Failed to decrypt documents. " Please check that you have the certificate and private key required to decrypt the data. An error occurred while decrypting data.
The error will indicate the certificate for which this document was encrypted.
In the FIU reporting: "Install the certificate on your computer, or insert a USB-drive with the required certificate, or contact technical support."
These errors occur when a certificate is not installed at the workplace, on which the document being opened is encrypted. Documents that come from regulatory authorities and contain the results of checking reports (for example, receipts from the Federal Tax Service or protocols from the FIU) are encrypted on the certificate with which the report was sent.
Thus, to resolve the issue, it is necessary:
- Connect the key media containing the required certificate to the computer and try to view the document again. The pre-certificate should be installed via CryptoPro CSP (see)
- Install the certificate into the registry (see).
When there are many certificates, it is more convenient to install them using the diagnostic service. If you are using the Internet Explorer browser, you must click the Install Certificates button. If you are using another browser, then click the Download this program button, find it in the list of downloads and run, then click Install certificates.
If the proposed solution does not help to fix the problem, you must provide technical support at [email protected] the following information:
- Screenshot of the error;
- The exact date and time of sending the report, as well as the TIN and KPP of the sending organization.
Important: if you could not find the required certificate, to obtain the documents, you can contact the relevant supervisory authority with a request to unload it on a carrier in person, or generate and send a letter with document flow to the Kontur.Extern system.
Also note that you can store documents in decrypted form on your computer using the Contour.Archive program. Certificates are required only at the time of saving documents to the Archive, and after that you can view documents without a certificate and even without the Internet.
The main advantages of the program:
- stores not only originals of documents, but also printed forms;
- convenient search for documents;
- after installing and configuring the Archive, no additional actions are required in order for the documents to be saved to the Archive - the service does everything automatically.