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Welcome to the 3SKey Help

Find the answers to your questions

Top questions

How-to videos

Token Setup

  1. Getting started: for administrators - step-by-step guide to create a new user group
  2. Getting started: for end users - step-by-step guide to activate a user token
  3. How to install your token software?
  4. How to install the token software in a TSE or Citrix environment?
  5. You encounter a warning or an error when installing the 3SKey software?
  6. List of incompatible third party software
  7. Verify the configuration of Java and of Internet Explorer before you login to the 3SKey portal
  8. How to activate your token?
  9. How to update your token software?

Token Maintenance

  1. What is my security code?
  2. How to reset a token if the password is lost or the token is locked?
  3. How to revoke a token?
  4. How to recover your unique ID on a new token if your token is lost, damaged, expired or revoked?
  5. How to change your password?
  6. How to renew your token and certificate?

User management (Administrators only)

  1. Getting started: for administrators
  2. How to create a user group?
  3. How to create a new user?
  4. What to do when a user leaves your company?
  5. Can a token be transferred to a new user?

Setting up and login issues

  1. You cannot login? - Basic checks
  2. The token unique ID doesn’t appear in the dropdown list on the Login screen
  3. "Digital Signature PIN" prompt shown
  4. Message from webpage - WatchForTokenRequest (using Java 7 update 25 or later)
  5. The "Request Authentication" window freezes (using Java 6 Update 32 or later)
  6. Problems logging in to the 3SKey portal using Java 7 update 25 or later
  7. I need to write-protect the USB port where my token is used
  8. The web page cannot be displayed
  9. Password common Problems
  10. I am seeing the message - "Change Password: Swift_PDI"

Error messages

  1. "00021: Token and/or password incorrect"
  2. "There is a problem with this website’s security certificate"
  3. "01253: Signature verification failed. Please use a valid token"
  4. "Java.lang.NullPointerException on Login window"
  5. "Java has discovered application components that could indicate a security concern" (3SKey portal login)
  6. "32 is not a supported architecture", or
    "64 bit is not a supported architecture" during the installation of the 3SKey software
  7. "Turn off User Account Control" (Windows Server 2008)
  8. "Internet Explorer cannot display the webpage", or
    "this page can't be displayed" (3SKey portal login)
  9. Flash partition locked when inserting an NG-Flash token

Others

  1. 3SKey compatibility with Citrix or TSE
  2. Your 3SKey Portal Session Ends When You Authorise a Pop-up
  3. Failure to download the Security Code using Internet Explorer 9
  4. How to use your token on a USB port that is write-protected?
  5. Should you contact SWIFT support or the support of your bank?
  6. What is SConnect and how do I install it?
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