If none of the solutions suggested below fix the problem, the key media may have been damaged and requires recovery (see). It is impossible to recover data from a damaged smart card or registry.

If there is a copy of the key container on another medium, then you must use it for work, having first installed the certificate.

Diskette

If you are using a floppy disk as the key container, you must complete the following steps:

1. Make sure that in the root of the floppy disk there is a folder containing the files: header, masks, masks2, name, primary, primary2. Files must have a .key extension and the folder name format must be xxxxxx.000.

the private key container has been corrupted or deleted

2. Make sure that the “Disk drive X” reader is configured in CryptoPro CSP (for CryptoPro CSP 3.6 - “All removable drives"), where X is the drive letter. To do this:

• Select the “Start” menu > “Control Panel” > “CryptoPro CSP”;

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3. In the CryptoPro CSP window “Selecting a key container”, select the “Unique names” radio button.

4.

• Select the “Start” menu > “Control Panel” > “CryptoPro CSP”;
• Go to the “Service” tab and click on the “Remove remembered passwords” button;

5. How to copy a container with a certificate to another medium?).

Flash drive

If as key carrier If you are using a flash drive, you must complete the following steps:

1. Make sure that in the root of the media there is a folder containing the files: header, masks, masks2, name, primary, primary2 . Files must have a .key extension and the folder name format must be as follows: xxxxxx.000 .

If any files are missing or their format is incorrect, then the private key container may have been damaged or deleted. You also need to check whether this folder contains six files on other media.

2. Make sure that the “Disk drive X” reader is configured in CryptoPro CSP (for CryptoPro CSP 3.6 - “All removable drives”), where X is the drive letter. To do this:

• Select the “Start” menu > “Control Panel” > “CryptoPro CSP”;
• Go to the “Equipment” tab and click on the “Configure readers” button.

If the reader is missing, you need to add it (see How to configure readers in CryptoPro CSP?).

3.

4. Remove remembered passwords. For this:

• Select the “Start” menu > “Control Panel” > “CryptoPro CSP”;
• Select the “User” item and click the “OK” button.

5. Make a copy of the key container and use it for work (see How to copy a container with a certificate to another medium?).

6. If CryptoPro is installed at your workplace CSP versions 2.0 or 3.0, and Drive A (B) is present in the list of key media, then it must be removed. For this:

• Select the “Start” menu > “Control Panel” > “CryptoPro CSP”;
• Go to the “Equipment” tab and click on the “Configure readers;” button
• Select the reader “Disk Drive A” or “Disk Drive B” and click on the “Delete” button.

After removing this reader, working with the floppy disk will be impossible.

Rutoken

If a Rutoken smart card is used as a key carrier, you must complete the following steps:

1. Make sure that the light on the rutoken is on. If the light does not light, then you should use the following recommendations.

2. Make sure that the “Rutoken” reader is configured in CryptoPro CSP (for CryptoPro CSP 3.6 - “All smart card readers”). To do this:

• Select the “Start” menu > “Control Panel” > “CryptoPro CSP”;
• Go to the “Equipment” tab and click on the “Configure readers” button.

If the reader is missing, you need to add it (see How to configure readers in CryptoPro CSP?).

3. In the “Select a key container” window, select the “Unique names” radio button.

4. Remove remembered passwords. For this:

• Select the “Start” menu > “Control Panel” > “CryptoPro CSP” ;
• Go to the “Service” tab and click on the “Remove remembered passwords” button;
• Select the “User” item and click the “OK” button.

5. Update the support modules required for Rutoken to work. For this:

• Disconnect the smart card from the computer;
• Select the Start menu > Control Panel > Add or Remove Programs (for Windows Vista\ Seven "Start" > "Control Panel" > "Programs and Features");
• Select “Rutoken Support Modules” from the list that opens and click on the “Delete” button.

After removing modules you need to restart your computer .

• Download and install latest version support modules. The distribution is available for download on the Aktiv website.

After installing the modules, you must restart your computer.

6. The number displayed in CryptoPro should be increased CSP containers on Rutoken using the following instructions .

7. Update the Rutoken driver (see How to update the Rutoken driver?).

8. You should make sure that Rutoken contains key containers. To do this, you need to check the amount of free memory on the media by following these steps:

• Open “Start” (“Settings”) > “Control Panel” > “Rutoken Control Panel” (if this item is missing, you should update the Rutoken driver).
• In the “Rutoken Control Panel” window that opens, in the “Readers” item, select “Activ Co. ruToken 0 (1,2)" and click on the "Information" button.

If the rutoken is not visible in the “Readers” item or when you click on the “Information” button, the message “ruToken memory status has not changed” appears, then the media has been damaged, you need to contact the service center for an unscheduled key replacement.

• Check what value is indicated in the line “Free memory (bytes)”.

As a key carrier in service centers root tokens with a memory capacity of about 30,000 bytes are issued. One container takes up about 4 KB. The amount of free memory of a rootken containing one container is about 26,000 bytes, two containers - 22,000 bytes, etc.

If the free memory of a root token is more than 29-30,000 bytes, then there are no key containers on it. Therefore, the certificate is contained on a different medium.

Registry

If the Registry reader is used as a key medium, you must perform the following steps:

1. Make sure that the “Register” reader is configured in CryptoPro CSP. For this:

• Select the “Start” menu > “Control Panel” > “CryptoPro CSP”;
• Go to the “Equipment” tab and click on the “Configure readers” button.

If the reader is missing, you need to add it (see How to configure readers in CryptoPro CSP?).

2. In the “Select a key container” window, select the “Unique names” radio button.

3. Remove remembered passwords. For this:

• Select the “Start” menu > “Control Panel” > “CryptoPro CSP”;
• Go to tab « Service" and click on the "Delete remembered passwords" button;
• Select the “User” item and click the “OK” button.

1. The LED on the token may have burned out. To check you should:

• Open “Start” > “Control Panel” > “Rutoken Control Panel” (if this item is missing, you should update the Rutoken driver).
• In the “Rutoken Control Panel” window that opens, you should check whether the token is displayed in the “Readers” item, and whether the “Enter PIN code” (or “Login”) and “Information” buttons are active. If the buttons are active, then the light bulb has simply burned out (this will not affect the operation of Rutoken). If the buttons are inactive, then you need to go to step 2.

2. Connect Rutoken to another USB port.

3. Start/restart the Smart Card service. For this:

• Select Start > Control Panel > Administrative Tools > Services. Find the Smart Card service in the list and check the value in the Status column.
• If the service is running, you should restart it. You need to right-click on the line with the service name and select “Restart”.
• If the service is stopped, you need to start it. To do this, right-click on the line with the service name and select “Run”.

4. Reinstall the Rutoken driver, having first disconnected the media from the computer.
To do this, open the "Start" menu > "Control Panel" > "Add or Remove Programs" (for Windows Vista \ Windows Seven, the "Start" > "Control Panel" > "Programs and Features" menu). In the list, find the "Rutoken" item Drivers" and select "Delete". After removal, you need to restart the computer and install the Rutoken driver again.

5. If reinstalling the driver did not help solve the error, you need to install the driver using the “Device Manager” menu. The installation procedure depends on the type of operating system. Below are the settings for:

Driver installation for Windows Vista\Windows Seven

2. In the menu that opens, select “Device Manager”.

3. In the window that opens, check if the “Other devices” item, indicated by a yellow icon, is in the list.

4. You need to highlight the line “ruToken” and select “Update drivers”.

6. Click on the “Browse” button, specify the directory C:\Windows\System32\Aktiv Co and click on the “Next” button. The specified directory may be hidden. In this case, you need to select the “Tools” menu > “Folder Options” > “View” and select the “Show” hidden files, folders and drives" and repeat the directory selection.

7. Wait until the installation is complete and click on the “Close” button.

8. After installing the driver, the device will be displayed in the “USB Controllers” section. The diode on the token should also light up.

Driver installation for Windows XP

1. Right-click on the “My Computer” icon and select “Properties”.

2. In the “System Properties” window, go to the “Hardware” tab and click on the “Device Manager” button.

3. In the window that opens, check if the “ruToken” (or “Unknown device”) item, indicated by a yellow icon, is in the list. Right-click on it and select “Update driver”.

4. In the “Hardware Update Wizard” window, select the “Install from a specified location” radio button.

5. In the window that opens, click on the “Browse” button, specify the path to the C:\Windows\system32\Aktiv Co\rt USB directory and click on the “Next” button. The specified directory may be hidden. In this case, you need to select the “Tools” menu > “Folder Options” > “View”, select the “Show hidden files, folders and drives” switch and repeat the directory selection

6. Wait for the installation to complete and click on the “Finish” button.

7. Once the driver installation is complete, the device will appear in the Universal Serial Bus Controllers section. The diode on the token should also light up.

6. If following the instructions did not help fix the error, the token is most likely faulty. To verify this, you should connect Rutoken to a computer on which the driver has never been installed. If the media works correctly, the “Found New Hardware Wizard” should start. If nothing happens when you attach the root token, then the media is most likely faulty and needs to be replaced.

If you have saved a copy of the certificate, you should use it to work in the Kontur.Extern system, having previously installed the certificate. If no copies are saved, you must contact the service center for an unscheduled key replacement.

To work correctly in the EGAIS system, you need to gain access to the organization’s personal account on the official website. Already at this stage, many users encounter serious problems. One of them is that the EGAIS website does not see the key.

Most likely reasons

There may be several reasons for this problem to occur. Most often, the token cannot be found due to technical problems with the computer, lack of drivers or necessary add-ons. How to solve each of these problems?

Invalid media inserted

Many entrepreneurs confuse the jacarta key with electronic signature to submit declarations to the FSRAR, and they try to log into their personal account using the latter. There are several ways to check whether you inserted the correct media.

• Examine the electronic signature certificate issued by the certification center. It must indicate serial number type JC-xxxxxxxxx and media type Jacarta PKI/GOST.
• open "Unified Jacarta client" If the flash card is detected, but the connected tokens are not displayed in the program window, you are probably using the wrong media.

If you haven't purchased egais yet, where can you get jacarta with an electronic signature? Contact the certification center in your region that is authorized to sell CEPs of this type.

The driver for the egais hardware key is not installed

Perhaps you are trying to use egais key, driver which has not yet been installed. When you connect to jacarta for the first time, it happens automatic installation main programs. This is a standard procedure for any new flash card and takes from 1 to 5 minutes.

After installation is complete, a notification indicating successful completion appears in the lower right corner.

Do not try to log into your personal account before the drivers appear - your computer has not yet established a connection with the electronic signature at this moment!

"Unified Jacarta Client" is not installed

The program was released by the token developer and is required to be installed. You can download it and other drivers for secure media on the website of the Aladdin - RD token manufacturer.

USB port doesn't work

There are two solutions:

• Insert the token into another port and run the scan again;
• check that the USB port is working properly.

To check, connect any other working flash card to USB. If it is also not detected, then the problem is in USB. Contact your organization's technical specialist or repair person.

When the Jacarta media is correctly inserted into the computer, an indicator on its case lights up. Depending on the model, it may be green or orange. If the indicator is off, then the key cannot be found by the egais because it is not connected.

The Rutoken EDS 2.0 add-on is disabled

When you try to log in, a message about the Rutoken web authentication library add-on may appear at the bottom of the browser screen. This software provided by FSRAR, is safe and necessary for correct operation of the site. To run, click “allow” in the pop-up window, and then repeat the check again.

How to use the EGAIS hardware key correctly?

So, the first problems are solved, and you have successfully logged into your personal account. How to avoid repetition of such situations? Insert the EPC only for work and do not use it at other times to prevent the media from overheating. Before starting work, always check the indicator - it signals that the token is working correctly.

In order to check the readiness of the Rutoken key identifier for configuration for working with EGAIS, open the "Rutoken Control Panel" - the "Administration" tab - the "Information" button - and check the status opposite the "Microsoft Base Smart Card Crypto Provider" field:

• Supported

This status means that the Rutoken electronic identifier is already ready to be configured by the default crypto provider. Go to the second point of this instruction - “Changing the default crypto provider”

If the status is Supported, go to

If the status next to the "Microsoft Base Smart Card Crypto Provider" field is Activate or Not supported, go to point 2.

2. Enabling crypto provider support for Rutoken digital signature

To check the readiness of the Rutoken key identifier for configuration for working with EGAIS, open the "Rutoken Control Panel" - the "Administration" tab - the "Information" button - and check the status opposite the "Microsoft Base Smart Card Crypto Provider" field:

• Activate

If the User or Administrator has a non-default PIN, it will be required to be entered during activation.

Please note that if both PIN codes do not correspond to the default values, to activate you will need to enter the Administrator PIN code, then the User PIN code.

If one or both PINs are unknown, you will need to contact the company that provided you with the Key ID to obtain the PINs.

If it is not possible to find out the current PIN code values, the only option left is to format the Rutoken identifier to set new PIN code values. Please note that when formatting a key ID, all content is permanently deleted.

After the activation procedure, the status in the "Microsoft Base Smart Card Crypto Provider" field should change to "Supported"

To continue setting up the Rutoken key identifier, go to Step 2.

• Not supported

The "Not supported" status is displayed if an attempt is made to configure a Rutoken model that is not intended to work with EGAIS, for example or. Only the model is suitable for working with EGAIS

3. Change the default crypto provider

Open "Start" - ("Settings") - "Control Panel" - "Rutoken Control Panel" - "Settings" tab - in the "Crypto provider settings" item, click the "Settings..." button

In the "Crypto Provider Settings" window, for the electronic identifier Rutoken EDS 2.0 you need to select "Microsoft Base Smart Card Provider".

If your computer will generate an RSA key pair, set Microsoft Enhanced RSA and AES Cryptographic Provider in the lower field

To save changes, click "OK".

4. Setting up a workplace for working with the EGAIS portal.

detailed instructions for generating a transport key in personal account EGAIS and installation of a universal transport module can be viewed.

If none of the solutions suggested below fix the problem, the key media may have been damaged and requires recovery (see). It is impossible to recover data from a damaged smart card or registry.

If there is a copy of the key container on another medium, then you must use it for work, having first installed the certificate.

Diskette

If you are using a floppy disk as the key container, you must complete the following steps:

1. Make sure that at the root of the floppy disk there is a folder containing the following files: header, masks, masks2, name, primary, primary2. Files must have an extension. key xxxxxx.000.

the private key container has been corrupted or deleted

2. Drive X(for CryptoPro CSP 3.6 - All removable drives), Where X- drive letter. For this:

• Select menu;
• Go to tab Equipment and press the button Configure readers.

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3. In the window Selecting a Key Container set switch Unique names(see Fig. 1).

Rice. 1. Selecting a key container

4.

• Select menu Start / Control Panel / CryptoPro CSP;
• Go to tab Service and press the button Remove remembered passwords;
• Mark item User and press the button OK(see Fig. 2).

Rice. 2. “Remove remembered passwords” window

5. How to copy a container with a certificate to another medium?).

Flash drive

If a flash drive is used as the key media, you must complete the following steps:

1. Make sure that in the root of the media there is a folder containing the files: header, masks, masks2, name, primary, primary2. Files must have the extension .key, and the folder name format should be as follows: xxxxxx.000.

If any files are missing or their format is incorrect, then the private key container may have been damaged or deleted. You also need to check whether this folder contains six files on other media.

2. Make sure that the reader is configured in CryptoPro CSP Drive X(for CryptoPro CSP 3.6 - All removable drives), Where X- drive letter. For this:

• Select menu Start / Control Panel / CryptoPro CSP;
• Go to tab Equipment and press the button Configure readers.

If the reader is missing, you need to add it (see How to configure readers in CryptoPro CSP?).

3. In the window Selecting a Key Container set switch Unique names.

4. Remove remembered passwords. For this:

Rice. 3. “Remove remembered passwords” window

5. Make a copy of the key container and use it for work (see How to copy a container with a certificate to another medium?).

6. If CryptoPro CSP version is installed at your workplace 2.0 or 3.0 , and Drive A (B) is present in the list of key media, then it must be removed. For this:

• Select menu Start / Control Panel / CryptoPro CSP;
• Go to tab Equipment and press the button Configure readers;
• Select reader Drive A or Drive B and press the button Delete.

After removing this reader, working with the floppy disk will be impossible.

Rutoken

If a Rutoken smart card is used as a key carrier, you must complete the following steps:

1. Make sure that the light on the rutoken is on. If the light does not light, then you should use the following recommendations.

2. Make sure that the reader is configured in CryptoPro CSP Rutoken(for CryptoPro CSP 3.6 - All smart card readers). For this:

• Select menu Start / Control Panel / CryptoPro CSP;
• Go to tab Equipment and press the button Configure readers.

If the reader is missing, you need to add it (see How to configure readers in CryptoPro CSP?).

3. In the window Selecting a Key Container set switch Unique names.

4. Remove remembered passwords. For this:

Rice. 4. “Remove remembered passwords” window

5. Update the support modules required for Rutoken to work. For this:

• Disconnect the smart card from the computer;
• Select menu Start / Control Panel / Install and remove programs mm (for Windows Vista\Seven Start / Control Panel / Programs and Features);
• Select from the list that opens Rutoken Support Modules and press the button Delete.

After removing modules, you must restart your computer.

• Download and install the latest version of support modules. The distribution is available for download on the Aktiv website.

After installing the modules, you must restart your computer.

6. You should increase the number of Rutoken containers displayed in CryptoPro CSP using the following instructions .

7. Update the Rutoken driver (see How to update the Rutoken driver?).

8. You should make sure that Rutoken contains key containers. To do this, you need to check the amount of free memory on the media by following these steps:

• Open Start (Settings) / Control Panel / Rutoken Control Panel(if this item is missing, you should update the Rutoken driver).
• In the window that opens Rutoken control panels in point Readers should choose Activ Co. ruToken 0 (1,2) and press the button Information(see Fig. 5).

If the root token is not visible in the item Readers or when you press a button Information The message appears The ruToken memory state has not changed, this means that the media was damaged, you need to contact the service center for an unscheduled key replacement.

Rice. 5. Program window Rutoken Control Panel.

• Check what value is specified in a string Free memory (bytes).

As a key carrier in service centers root tokens with a memory capacity of about 30,000 bytes are issued. One container takes up about 4 KB. The amount of free memory of a rootken containing one container is about 26,000 bytes, two containers - 22,000 bytes, etc.

If the free memory of a root token is more than 29-30,000 bytes, then there are no key containers on it (see Fig. 6). Therefore, the certificate is contained on a different medium.

Rice. 6. “Information about Rutoken” window.

Registry

If the Registry reader is used as a key medium, you must perform the following steps:

1. Make sure that the reader is configured in CryptoPro CSP Registry. For this:

• Select menu Start / Control Panel / CryptoPro CSP;
• Go to tab Equipment and press the button Configure readers.

If the reader is missing, you need to add it (see How to configure readers in CryptoPro CSP?).

2. In the window Selecting a Key Container set switch Unique names.

3. Remove remembered passwords. For this:

• Select menu Start / Control Panel / CryptoPro CSP;
• Go to tab Servi with and press the button Remove remembered passwords;
• Mark item User and press the button OK(see Fig. 5).

Rice. 5. “Remove remembered passwords” window