Connector troubleshooting

Modified on Thu, 2 May at 10:28 AM

If you are experiencing issues with the Connector middleware, follow these steps to troubleshoot and diagnose the problem.

Ensure you are running the latest version

Running only the latest stable version of the Connector is required. Uninstall any other versions of the Connector on your machine. Running multiple versions of the connector in parallel causes issues.

Uninstalling on Windows

Uninstall the old Connector

Go to Start → Control Panel → Programs → Uninstall a program.
Select KeySign Connector and click Uninstall.
Open File Explorer: You can open File Explorer by clicking on the folder icon in the taskbar or by pressing Win + E on your keyboard.
Navigate to the C Drive: In the left sidebar of File Explorer, click on "This PC" or "Computer". Then, double-click on the C: drive.
Display Hidden Items: By default, the %AppData% folder is hidden. To make hidden folders visible, click on the "View" tab in the File Explorer menu at the top. Check the box next to "Hidden items" in the "Show/hide" section.
Navigate to the AppData\Local\ Folder: Now, navigate to the following path: C:\Users\YourUsername\AppData\Local\Replace "YourUsername" with your actual Windows username. Alternatively, you can directly type %AppData% into the address bar of File Explorer and press Enter.
Delete the entire folder called KeySignConnector.

Uninstalling on macOS

The Connector will always include its uninstall script in the installation directory. Note that the connector does not appear in the Applications folder but in the Application Support folder.

Navigate to the installation path by right-clicking on Finder → “Go To Folder…” → enter the following path:

~/Library/Application Support/Keysign/KeysignConnector

Here, find the uninstall script and run it to uninstall the KeySign connector. It’s called something like this: KeySignConnector uninstall.app

Run the uninstaller.

Install the latest available version of the connector

The signing platform will offer you a download when trying to sign without the connector installed. Alternatively, refer to your organization’s specific Connector page for a download link.

Operating system-specific troubleshooting

Some possible issues are OS-specific. Find the troubleshooting steps for your operating system below:

Windows

Startup shortcuts

Make sure there is no shortcut to the Connector in the Windows startup folder. This causes problems starting the Connector. To access the Startup folder on Windows, press Windows+R and enter shell:startup into the Run window. Delete any shortcuts to the Connector, if there are any.

macOS

Updating MacOS

Specific recent versions of MacOS have been causing issues with the Connector. Before proceeding, please ensure you have updated MacOS to the latest version and restarted your machine.

Switching from Apple CCID to IFD CCID (LGPL)

The Connector may not work properly on MacOS versions below 14.1.1 using Apple CCID

Starting from MacOS 14.1.1, the user can switch from the Apple CCID to IFD CCID (LGPL) using the following commands in a terminal window:

sudo defaults write /Library/Preferences/com.apple.security.smartcard useIFDCCID -bool yes

Verify using the following command:

defaults read /Library/Preferences/com.apple.security.smartcard.plist useIFDCCID

This should return '1', which means the switch has been done correctly.

Networking

To test if the Connector is working properly, the following URL should be reachable and return an infodump.

https://ksc.keysign.eu:52183/info

The following URLs should resolve to 127.0.0.1

ksc.keysign.eu

localhost

This can quickly be tested by opening a terminal/command prompt window and using the following command:

Windows

ping -n 1 localhost && ping -n 1 ksc.keysign.eu

macOS

ping -c 1 localhost && ping -c 1 ksc.keysign.eu

This will ping localhost and ksc.keysign.eu one time to see what they resolve to.

Possible causes for issues

DNS Rebind is enforced from your router

There are two approaches to solving a DNS rebind issue

1. Update the 'host' file of the device

Open Notepad or an editor of choice and run as administrator the following file:

c:\Windows\System32\Drivers\etc\hosts

The contents will look like this

# Copyright (c) 1993-2009 Microsoft Corp.
#
# This is a sample HOSTS file used by Microsoft TCP/IP for Windows.
#
# This file contains the mappings of IP addresses to host names. Each
# entry should be kept on an individual line. The IP address should
# be placed in the first column followed by the corresponding host name.
# The IP address and the host name should be separated by at least one
# space.
#
# Additionally, comments (such as these) may be inserted on individual
# lines or following the machine name denoted by a '#' symbol.
#
# For example:
#
#      102.54.94.97     rhino.acme.com          # source server
#       38.25.63.10     x.acme.com              # x client host
# localhost name resolution is handle within DNS itself.
#       127.0.0.1       localhost
#       ::1             localhost

We need to add an additional line to this file:

// add these line
127.0.0.1       t1c.t1t.io
127.0.0.1       localhost

Select File > Save to save your changes. Restart your browser and test the URL https://ksc.keysign.eu:52183/info

// open the host file (write enabled)
// use your own editor of choice
sudo nano /etc/hosts

The admin password will be asked in the command line. If you open the file with another editor, a pop-up will ask you for the administrator password.

The file will be shown (the example can be different from what is configured on your device)

##
# Host Database
#
# localhost is used to configure the loopback interface
# when the system is booting.  Do not change this entry.
##
127.0.0.1       localhost
255.255.255.255 broadcasthost
::1             localhost

We need to add a line to this file:

// add these lines
127.0.0.1       ksc.keysign.eu
127.0.0.1       localhost

Save the file, restart the browser, and test the URL https://ksc.keysign.eu:52183/info

2. Update the local router which enforces the DNS Rebind

The problem usually occurs when the device is administered within a controlled environment. Any router or firewall situated between the connector and the internet must be configured to whitelist the following domain names by default:

ksc.keysign.eu
ds.t1t.io

The latter serves as a central distribution service, offering users installation packages and updates.

The domain names are not whitelisted in your internal network

These domain names need to be whitelisted:

ksc.keysign.eu
ds.t1t.io

A (local) proxy is running and prevents the internal connector communication

In a network managed by an IT team, a proxy may be set. A proxy needs to have an exception added for the following:

ksc.keysign.eu
localhost

Check the configuration of your proxy server with your network administrator.

An antivirus is blocking the connector communication

If you have an antivirus installed, please ensure that the connector processes are trusted.

Your DNS server does not resolve the domains

In a network managed by an IT team, you may have a custom DNS server set. Please check the following:

localhost and ksc.keysign.eu should resolve to 127.0.0.1

Check the configuration of your DNS server with your network administrator.

You are using a virtual desktop environment

Virtual desktop environments such as Citrix impact the functionality of the Connector. In this case, a separate Split version of the Connector is required. Please ask customer support for a download link.

Another application is using the same port

You can verify if another application is using the port the connector requires.

netstat -aon -b

The output should contain the following:

TCP    [::1]:52183            [::]:0                 LISTENING       3840    [ksc-reg.exe]
TCP    [::1]:52183            [::1]:50105            ESTABLISHED     3840    [ksc-reg.exe]
TCP    [::1]:58960            [::]:0                 LISTENING       1912    [ksc-sandbox.exe]
TCP    [::1]:61557            [::]:0                 LISTENING       9780    [ksc-api.exe]

sudo lsof -i -P | grep LISTEN | grep :$PORT

If everything is working correctly, the output should contain the following:

ksc-api   46077 username   12u  IPv6 0xb77ddb5e30fa877f      0t0    TCP localhost:59359 (LISTEN)
ksc-sandb 46094 username    6u  IPv6 0xb77ddb5e30fa6f7f      0t0    TCP localhost:56640 (LISTEN)
ksc-reg   46135 username   14u  IPv4 0xb77ddb5e1ff6cc4f      0t0    TCP localhost:52183 (LISTEN)

There are some additional advanced troubleshooting steps listed on the developer’s website: https://t1t.gitbook.io/t1c-js-guide-v3/miscellaneous/troubleshooting

Further steps

If you have followed these troubleshooting steps and none of these helped, you are encouraged to create a ticket on our customer support portal and send us the following information in your ticket.

Active Processes:

Open Task Manager or Activity Monitor and check if the following processes are active:

ksc-api.exe
ksc-sandbox.exe
ksc-reg.exe

Please mention in your ticket if these appear more than once.

Hardware and Software Details:

Identify the operating system and its version being used (Windows, Mac). Different operating system versions may have unique compatibility issues with the Connector.
Specify which card reader is being used. Compatibility can vary depending on the card reader model and its drivers.

Connector info dump

Access the following links, if possible, and submit the results in your support ticket. Also tell us if one of these is not reachable.

This gives an information dump on the installed connector. You may get a certificate warning, but please press “continue” and send us the information it provides.

If either of these don’t work, please send us a screenshot of the error message.

Connector logs

Find the connector logs on your machine and submit them in your ticket for further analysis.

On Windows

Open the Start menu.
In the search bar, type %appdata% and press Enter. This will take you to the AppData folder.
Once in the AppData folder, navigate one level up to find the Local folder. The path should be similar to: C:\Users\username\AppData\Local(Replace "username" with your actual Windows username.)
Find the KeySignConnector folder.

On macOS

Click on the Finder icon in the Dock or click anywhere on the desktop to ensure Finder is the active application.
From the top menu bar, click on "Go" and then select "Go to Folder..." Alternatively, you can use the keyboard shortcut Command + Shift + G
Enter the following path in the dialog box and press Enter:
```
~/Library/Application Support/Keysign/KeysignConnector/
```
This will take you directly to theKeysignConnector folder where the logs are located.

From the KeySignConnector folder, submit the following log files:

KeySignConnector/
├── sandbox_log.txt
├── t1c_launch.log
└── logs/
    ├── t1c-api.log
    └── t1c-reg.log