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Troubleshooting Win OS ID card & software issues

Last updated: May 20, 2023

If you are having trouble authenticating with your digital ID-card or signing documents digitally in your browser, please go through the following steps:

  1. Make sure that your e-Residency card is activated
    You can check the validity of your e-Residency card by entering the number of the document on the Estonian Police and Border Guard Board website.
  2. Insert your card correctly into +ID card reader
    +ID is a small smart card reader that you received as a part of your e-Residency starter kit. Connect your ID card reader to your computer and make sure it's installed and running (most card readers have an indicator light for confirmation), then insert your card in the reader. Check out their website for more details on how to use the reader properly.

  3. Make sure you have all the necessary ID software installed
    Please close all other applications before running the ID software installation wizard:

    1. ID software for Windows 32- and 64-bit operating systems (Windows 7 SP1, Windows 8.1, Windows 10, Windows Server 2008 R2, Windows Server 2012, Windows Server 2016) - After the installation is complete you'll find 3 new programs on your computer - ID-card Utility, DigiDoc4 Client and DigiDoc4 Crypto.

  4. Restart your PC!

  5. Check the status of your browser plugins
    When your ID card software is installed and ready to use, a message that installation was successful is displayed. Make sure that the plug-in required for digital signing in e-services is allowed in your browser. Instructions can be found here:

    1. Google Chrome

    2. Internet Explorer

    3. Edge

    4. Mozilla Firefox

  6. Make sure antivirus is not blocking the ID-card software

    1. Click here when using Kaspersky Internet Security

    2. Click here when using ESET Smart Security or ESET NOD32

    3. Click here when using Panda Internet Security antivirus (with Google Chrome)

    4. Click here when using Avast AntiVirus 2015

  7. Check whether everything works

    1. Try logging into Xolo Leap or with your ID card

    2. Identify yourself with your PIN1 code /4 digit code)

    3. After entering the code your identification is successful

    4. Now you're ready to start using your desired e-services
      P.S. For digital signing and payment confirmation you'll need PIN2 (5 digit code)

  8. Still having some troubles?

    1. Unplug the card reader and your ID card

    2. Close all your browser windows and tabs

    3. Start over by inserting the ID card + the smart card reader, and opening the desired website in your browser

    4. In some cases, restarting your PC will fix everything

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