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Hi,

 

for a while now we have troubles executing QES. In Chrome and Edge, the process fails after we put the PIN of the token with the error There was an unexpected fault.

Firefox on the other hand is not even able to recognize PKI Software installed no matter what we do. Might be solved by manually importing security module for Docusign PKI but cannot figure out how. 
(We already tried proposal https://community.docusign.com/esignature-111/browser-doesn-t-recognize-docusign-pki-software-is-installed-4084   and it did not help)

 

I have found something in the logs that might be useful for someone:

101 - 31/10/2024 08:55:49:196 9Logger] Checking error class java.security.ProviderException
102 - 31/10/2024 08:55:49:196 9Logger] Unexpected exception during signing. Changing configuration to use only CAPI
103 - 31/10/2024 08:55:49:196 9Logger] Unexpected exception during signing. Changing configuration to use only CAPI
104 - 31/10/2024 08:55:49:196 9SlotManager] Error: ERROR java.security.ProviderException: sun.security.pkcs11.wrapper.PKCS11Exception: CKR_USER_NOT_LOGGED_IN
    at jdk.crypto.cryptoki/sun.security.pkcs11.P11Signature.engineSign(P11Signature.java:685)
    at java.base/java.security.Signature$Delegate.engineSign(Signature.java:1404)
    at java.base/java.security.Signature.sign(Signature.java:713)
    at com.docusign.certificate.SlotManager.sign(SlotManager.java:152)
    at com.comprova.pkcs11.SlotManagerPkcs11._signHash(SlotManagerPkcs11.java:377)
    at com.comprova.pkcs11.SlotManagerPkcs11.signHash(SlotManagerPkcs11.java:310)
    at com.docusign.certificate.SlotManager.signHash(SlotManager.java:82)
    at com.comprova.pkcs11.signer.Signer._sign(Signer.java:115)
    at com.comprova.pkcs11.signer.Signerjson_text64_encoded_auth_attrs.sign(Signerjson_text64_encoded_auth_attrs.java:46)
    at com.comprova.pkcs11.signer.Signerjson_text64_encoded_auth_attrs.sign(Signerjson_text64_encoded_auth_attrs.java:13)
    at com.comprova.signerapplet.assincrono.SignerurlDownloadExecutor.execute(SignerurlDownloadExecutor.java:28)
    at com.comprova.signerapplet.assincrono.ThreadPool$Worker.run(ThreadPool.java:118)
Caused by: sun.security.pkcs11.wrapper.PKCS11Exception: CKR_USER_NOT_LOGGED_IN
    at jdk.crypto.cryptoki/sun.security.pkcs11.wrapper.PKCS11.C_SignFinal(Native Method)
    at jdk.crypto.cryptoki/sun.security.pkcs11.P11Signature.engineSign(P11Signature.java:635)
 

Hi @TomK,

 

Thank you for reaching out to the Docusign Community.  

Based on previous cases where the CKR_USER_NOT_LOGGED_IN error was seen, its main root cause tends to be related to the signer held device used during the signature process. We will gladly help escalate this issue, please open a new support case and reference ticket ID USIG-3098 as an example.

https://support.docusign.com/en/contactSupport 

If you can’t open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account.", you will be able to fill out the form. 

Feel free to let us know if you need further assistance with this. 

 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

 

​Hi ​@TomK,

 

I hope you are doing well.

I would like to confirm if the suggested solution answers your question?           

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

 

Best regards,   

 

Alejandro R. | Docusign Community Moderator   

"Select as Best" below if you find the answer a valid solution to your issue!   

 

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