Smart Card Utility: Troubleshooting Website Issues

When using Smart Card Utility for iPhone & iPad, you may get an error when connecting to some websites. This can have range of reasons, including:

1. Verify that the reader is on. If no lights are on for a Wireless Mobile and Bluetooth Reader, hit the power button. For the USBS and Lightning readers, try unplugging and plugging the reader in again. When the reader is on, refresh the page and try connecting again.
2. Try restarting the iPad or iPhone and then try connecting again.
3. Certificates not trusted: To resolve, install the appropriate certificate. If you are getting errors on DoD websites, certificates see the Using US Government and Department of Defense (DoD) Certificates in Smart Card Utility.
4. Verify that you are selecting the correct CAC/PIV certificate. When importing certificates from your CAC or PIV card, only import the slot that is supported by the website (usually slot 9a: PIV Authentication)
5. Visit the links on our test website.
6. Wireless Mobile and Bluetooth Reader with PIN pairing: Try resetting the reader, deleting the Bluetooth pairing, and Adding the reader to the Smart Card Utility app. Full instructions and video can be found here.
7. Reinstall the app by deleting it from iOS and then reinstalling it from the iOS app store.

If those steps do not resolve the issue, Smart Card Utility has a built in browser that can capture the errors when connecting to a website. To capture the errors:

1. Verify that you have the latest version of the App by opening the App Store and see if there is an update.
2. Open Smart Card Utility and tap Settings. Turn on Logging and Include Intermediate Certs.
3. Go back to the main screen and tap Test. Type in the URL that is causing the issue and tap Go.
4. Attempt to authenticate and replicate the error.
5. Tap Log in the upper right and tap Share. Email to support@twocanoes.com with an explanation of the issue.

We will investigate the log and hopefully determine the source of the error.