8 Troubleshooting and known issues

This section contains information about troubleshooting and known issues.

8.1 Troubleshooting

You may experience the following error, which does not present an error code:

Problems collecting or updating cards

You may experience problems when collecting or updating cards, which may result in a message similar to:

One of the certificates that have been requested for you has failed to issue. Please contact your administrator.

Note that the certificate may have issued correctly even though the card update has failed.

Try increasing the Certificate Refresh Threshold option on the Certificates tab of the Operation Settings workflow to a higher value; for example, 45.

8.2 Known issues

Cannot run the Self-Service App if another MyID application is running

You cannot run the Self-Service App if you have MyID Desktop or the Self-Service Kiosk running, or if you have an Internet Explorer window open at the MyID web page. This is because both the Self-Service App and other MyID applications conflict with each other over card transaction locking.
Cannot choose a card in the Self-Service App

When performing a task, if you have more than one card reader, the Self-Service App does not allow you to select which reader to use. If you have unissued smart cards in more than one reader, and are collecting a card issuance job, the Self-Service App will select one of the cards without any user intervention.

Note: You can select the card you want to use when carrying out actions.
Capturing command-line output

Running the Self-Service application with a parameter such as /h/? or /err runs on a new line in the command window. If you are trying to capture the output, this may cause problems. As a workaround, you can use the start command. For example, to capture the help text to a text file called output.txt:

start /wait myidapp.exe /h > output.txt
MyID icon still visible in system tray when application is closed

When the Self-Service application has finished running, the application icon may still be visible in the Windows system tray. This is due to a known issue in Windows. Moving the mouse pointer over the icon causes the icon to disappear.
Enter PIN twice for card update and certificate renewal jobs

If you have terms and conditions enabled for the credential profile, and the Terms and Conditions During Device Update configuration option is set to Yes, you are required to enter the PIN both before the terms and conditions are displayed and after accepting the terms and conditions.

8.3 Compatibility issues

The external identity provider feature introduced at MyID 12.12 using the Self-Service App version SSP-3.21.1000.1 requires consideration of compatibility issues.

Use of the external identity provider feature requires MyID server version 12.12 or later, and Self-Service App version SSP-3.21.1000.1 or later.

If you want to use Self-Service App version SSP-3.21.1000.1 or later with MyID servers earlier than MyID 12.12, you must apply a client-side configuration setting; if you do not do so, you may be unable to collect jobs on older MyID systems.

To allow the Self-Service App to work with older MyID servers:

On the client PC, back up the MyIDApp.exe.config file.

By default, this is in the following folder:

C:\Program Files (x86)\Intercede\MyIDApp\Self Service Application\
Using a text editor, open the config file.

Note: Make the changes to the config file exactly as shown. The case is important.
Inside the <appSettings> node, add the following:

<add key="UseLegacyPassphraseCollection" value="TRUE"/>
Save the configuration file.