Hello,I have an error when the user enters the ecpf password and sends the document, screen 1/2/3/4/5 appears and then the error message appears in the attachment.Has anyone seen this situation? I remember that the A3 certificate is ok, because on another machine with W11 it works and sends.ThanksVIP Support

Hello Community, I have the same problem as VIPVIP above. 
The user can sign / Notary using his digital certificate e-CPF on different services, or in other computers, but she can not sign Docusign documents/”Envelopes” at her computer. The PIN is correct, but when trying to sign Docusign “Envelopes” during the check, on step 3, the message comes back “The PIN you typed doesn´t match...”, although the PIN is correct. It seems something is blocking the PIN check and I can´t identify what is the problem.

Has anyone seen this problem?
Or could anyone give me a hint on how to identify the blocking point since the message “The PIN you typed doesn´t match...” is incorrect?

I’m facing the same problem as Pzimmi. On the 3rd step, right whem we imput the PIN it comes back as “the PIN you typed doesn’t match” The certificate token was renewed 2 days earlier and the old ones were cleaned (uninstaled) to prevent conflicts. Token worked in another 3 or 4 sites no problem, PIN correct. the problems just ocurred in docusign.

Can you Please help us, Cassandra? i’m facing this issue with our companie’s biggest client, it seems to be a minor issue, but until now no tests returned positive solution.

Hello ​@VIPVIP ​@Pzimmi​ @Alex Maciel 

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible. 
The error "The PIN you typed doesn't match the certificate you selected. Check the PIN and try again" means that the password/PIN embedded in the signing certificate doesn't match the one that the signer entered when trying to use that signing certificate.
Signer must enter the password/PIN exactly as it is to proceed.

I hope this helps you.

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

Hello ​@Ma.Cubio ,
Thanks for taking the time to reply.
I understood the linguistic meaning of the message...
Maybe I did not express myself correctly, but the PIN entered is definitively not wrong, that´s why I said the message is wrong.
Maybe the extension/software, for some reason can´t check/validate the PIN, but the PIN entered is correct.
We checked the PIN of the certificate with the test of the certificate issuer and we can use the certificate with the same  PIN in other different signing services (Certisign, FEPWeb, WEBPKI, etc) except Docusign.
Since the PIN is correct, the message is wrong and doesn´t help us in correcting whatever the issue is, that's why I´m getting in touch with this community in hope for some help…
What does Docusign do different from the other services?
Why is Docusign the only one unable the check/verify the PIN?

Hello ​@Pzimmi,

Thank you for clarifying this matter, and I’m sorry for the inconvenience it caused you. We cannot tell if the behavior you are experiencing is bug-related. Therefore, we will need to gather more information to investigate further.
We highly recommend that you open a support case for further assistance.

• Open a support case

If you need additional assistance, you may reply to this thread. Thank you.

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

Hello ​@Ma.Cubio ,
Thanks for your attention to the topic.
I represent the party who should sign a document/Envelope issuer by a Docusign customer “Citibank”, so I don´t have a paid docusign account or support account.
I´can´t open a support case.

Hello ​@Pzimmi,

You may advise the sender of the envelope to create a support case as soon as possible. We will need additional information from them for the investigation since we suspect it could be bug-related. Thank you.

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

Hello, ​@Ma.Cubio ,

Thanks again for your support.

​@Alex Maciel , ​@VIPVIP 

Check the log file located in the path below:

C:\Users\WinUser\.docusignpki\log\log_aaaa-mm-dd.txt

In our case the user had a card from manufacturer “Thales”, that is managed by SAFENET.
For some reason the DOCUSIGN Extension/plugin did not recognize the PKCS#11 validation method.
First it did not find the location of IDPrimePKCS1164.dll and IDPrimePKCS11.dll, when this was fixed it didn´t recognize the PKCS#11 as a valid application.
“pLogger] Error creating PKCS#11 wrapper for C:\Progra~2\Gemalto\IDGO80~1\IDPrimePKCS11.dll ERROR java.io.IOException: %1 não é um aplicativo Win32 válido.”

We couldn't troubleshoot further or correct the issue totally since our user had to issue a new certificate, on a new card, now the manufacturer of the card is “GD”, that is managed by SAFESIGN.
No more issues with the PIN or signatures so far.
 
I hope this might be useful in case other users face similar problems.
Regards,
​​​​​​​Pzimmi

U’re Huge, Pzimmi! Can’t thank you enough! I Really apreciate That

Hello ​@Pzimmi,

Thank you so much for sharing the information with us. We highly appreciate it, and it could be helpful to those with the same problem.

I want to confirm if you still need any other assistance. If you run into any problems, we're happy to help with those here.

Wishing you a smooth rest of your day!

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

Hello ​@Ma.Cubio ,

At this time I don´t need further assistance, thanks.

Hi again, ​@Pzimmi !

That’s great to hear—glad things are working now. If anything else comes up or you hit another roadblock, don’t hesitate to reach out here in the Community.

Wishing you a smooth rest of your day!

—
Ma. Cassandra | Docusign Community Moderator