Placement of the signature failed

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tanodÚ bt.
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Placement of the signature failed

Post by tanodÚ bt. » Thu Feb 09, 2017 3:47 pm

I have experienced the following problem(s) with the PDF-XChange Editor (v 6.0 Build 320.1).
I can’t create digital signature:
1. I click Document/Digital Signatures/Sign Document menu item.
2. I place the light blue rectangle to the appropriate place.
3. I choose the certificate from System Store, and click „OK”
4. I give a filname and location in the „Save File As” dialog.
5. I got a big error message:
Sign Document
Placement of the signature failed.
Error [system]: The keyset is not defined.

(The certificate is good - I can use it in another application.)

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Patrick-Tracker Supp
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Re: Placement of the signature failed

Post by Patrick-Tracker Supp » Thu Feb 09, 2017 10:07 pm

Hello

Thank you for your post. Please export and send us a copy of your certificate. Information on exporting certificates can be found here: https://technet.microsoft.com/en-us/lib ... s.11).aspx

Please also send a screenshot of your signature preferences screen.

If you are not comfortable providing these details on this public forum, please email it to support@tracker-software.com with a link back to this post.

Cheers!
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Cheers,

Patrick Charest
Tracker Support North America

tanodÚ bt.
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Re: Placement of the signature failed

Post by tanodÚ bt. » Fri Feb 10, 2017 1:23 pm

I sent the requested copy of the certificate (without secret key) and the screenshots to your email address.

Other information: this certificate is an official certificate of Hungarian Identity Card – it’s a hardware based (smart card) certificate.

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Tracker Supp-Stefan
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Re: Placement of the signature failed

Post by Tracker Supp-Stefan » Fri Feb 10, 2017 4:17 pm

Hello tanodÚ bt.,

Thanks for the certificate and screenshots!
I've just passed them to the devs that work on the signatures functionality for our products for further investigation.

Regards,
Stefan

tanodÚ bt.
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Re: Placement of the signature failed

Post by tanodÚ bt. » Fri Feb 17, 2017 10:14 am

Is there any news about this problem?

lev
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Re: Placement of the signature failed

Post by lev » Fri Feb 17, 2017 1:16 pm

The issue is fixed in build 320.1.

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Will - Tracker Supp
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Re: Placement of the signature failed

Post by Will - Tracker Supp » Fri Feb 17, 2017 2:22 pm

Thanks Lev :)
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Best regards

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

tanodÚ bt.
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Re: Placement of the signature failed

Post by tanodÚ bt. » Fri Feb 24, 2017 8:46 pm

I have the version 320.1 - I wrote it in a previous post.
The problem accured while using this software version. And I check again: the problem still persists.

So, pls, investigate and solve the real source of this issue.

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Re: Placement of the signature failed

Post by Patrick-Tracker Supp » Sat Feb 25, 2017 1:28 am

Hi tanodÚ bt.,

Our development team is on the case :)

Thank you for your patience and understand.

Cheers!
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Cheers,

Patrick Charest
Tracker Support North America

ANI
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Re: Placement of the signature failed

Post by ANI » Thu Apr 13, 2017 6:57 pm

The same problem seems to occur also within build 321.0. It occurs with new qualified certificates, but not with e.g. five years old certificates.

Is there anything that I can do to help solving the problem quickly?

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Re: Placement of the signature failed

Post by Patrick-Tracker Supp » Fri Apr 14, 2017 12:05 am

Hello ANI,
Thank you for the post. Could you please try closing the signatures pane and see if you can add your signature then?

Thank you!
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Cheers,

Patrick Charest
Tracker Support North America

baaluo
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Re: Placement of the signature failed

Post by baaluo » Fri Apr 14, 2017 10:08 am

lev zilberman wrote:The issue is fixed in build 320.1.
Thanks!

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Re: Placement of the signature failed

Post by Chris - Tracker Supp » Fri Apr 14, 2017 4:41 pm

Excellent, Glad to hear!
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.


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ANI
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Re: Placement of the signature failed

Post by ANI » Fri Apr 14, 2017 4:45 pm

Patrick-Tracker Supp wrote:Hello ANI,
Thank you for the post. Could you please try closing the signatures pane and see if you can add your signature then?
Thank you!
The signature pane was already closed when I tried adding the signature. I just used "Document > Digital Signatures > Sign Document..."

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Will - Tracker Supp
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Re: Placement of the signature failed

Post by Will - Tracker Supp » Sat Apr 15, 2017 9:00 pm

Hi ANI,

Are you using the latest release (Version 6 Build 321)? baaluo mentioned that build 320.1 fixed this for him.

Cheers,
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Best regards

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

ANI
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Re: Placement of the signature failed

Post by ANI » Tue Apr 18, 2017 2:13 pm

Will - Tracker Supp wrote:Hi ANI,

Are you using the latest release (Version 6 Build 321)? baaluo mentioned that build 320.1 fixed this for him.

Cheers,
Hi Will,

Yes, I was using build 321.0. However today I also tried uninstalling it and reinstalling 320.1 instead. The same problem still remains, i.e. the signature fails with the same error that I mentioned above.

Our signing certificates have been renewed, and now we are unable to sign any PDF document. On the other hand, there are no problems in signing Microsoft Word documents with the same certificates.

Please help me in helping you to solve this problem quickly. This is a very bad situation for us. What information can I provide you to proceed in troubleshooting, and what is the best way to provide it?

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Re: Placement of the signature failed

Post by Patrick-Tracker Supp » Tue Apr 18, 2017 10:17 pm

Hello Ani,

I have emailed you directly regarding this issue to arrange a remote session with our development team.

Dear users browsing this topic,

We will post the results of the remote session shortly after. Hopefully, a resolution can be found quickly.

Thank you all for your patience and understanding.
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Cheers,

Patrick Charest
Tracker Support North America

ANI
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Re: Placement of the signature failed

Post by ANI » Wed Apr 19, 2017 2:33 pm

Hi Patrick,

I just noticed that my profile was out of date so your email did not reach me. I have now updated my profile. Would you please resend your message?

Thanks,

ANI
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Re: Placement of the signature failed

Post by ANI » Thu Apr 20, 2017 10:04 am

Patrick-Tracker Supp wrote:Hello Ani,

I have emailed you directly regarding this issue to arrange a remote session with our development team.

Dear users browsing this topic,

We will post the results of the remote session shortly after. Hopefully, a resolution can be found quickly.

Thank you all for your patience and understanding.
I just noticed that my profile was out of date so your email did not reach me. I have now updated my profile. Would you please resend your message?

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Tracker Supp-Stefan
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Re: Placement of the signature failed

Post by Tracker Supp-Stefan » Thu Apr 20, 2017 4:08 pm

Hello ANI,

Please write to support@tracker-software.com with a link back to this forum topic - and Patrick will get back to you shortly after to arrange the remote.

Regards,
Stefan

ANI
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Re: Placement of the signature failed

Post by ANI » Tue May 09, 2017 4:09 pm

I can confirm that this issue is now fixed in build 322.0.

The reason for the problem was that (at least some) recently issued ID cards contain qualified certificates which are produced somehow differently than in the past, and for that reason PDF-XChange had to be modified to utilize another Windows application programming interface (API) to communicate with the card reader.

The API change was integrated into V6.0.322.0.

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Re: Placement of the signature failed

Post by Tracker Supp-Stefan » Tue May 09, 2017 4:53 pm

Hi ANI,

Glad to hear that all is now OK!

Cheers,
Stefan

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