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   CIMB TECHNICAL USAGE GUIDE

  1. Standard compatibility system checklist for CIMB user.
  2. What type of computer needed to be part of the CIMB online secure system?
  3. How to install the CIMB USB Token system into the computer?
  4. USB Port or ePass is not functioning .
  5. ePass's Software is not installed properly .
  6. The Smart Card Service not functioning.
  7. Error message, “There is a problem with this website's security certificate” on CIMB website running on Internet Explorer 7.0.
  8. Error message, “The certificate is invalid while trying to logon to cimbbizchannel”
  9. Error message, “Invalid login name and password for cimbbizchannel application”:-
  10. Certificate does not appear on user’s browser.
  11. Certificate appears on browsers but not in the Client Authentication box.
  12. Where can I download the updated chain Digicert’s certificate?
  13. How many chances given to enter the correct pin code before the system blocked the smartcard?
  14. Error message, “The page requires a client certificate/ The page must be viewed over a secure channel”
  15. I have forgotten the smartcard pin code. What shall I do?
  16. Windows Registry problem.

 

1 .Standard compatibility system checklist for CIMB user:-

Standard checklist is as follows:-
• Windows – ME / 2000 / XP / VISTA
• Internet Explorer’s browser version 6.0 and above with 128 bit SSL or higher
• Netscape Communicator 7 or higher

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2. What type of computer needed to be part of the CIMB online secure system?

The recommended level of system requirements for a computer is:

  • PC with Pentium or higher microprocessor
  • 512 MB RAM
  • 50 MB spare on Hard Drive
  • Windows ME, 2000, XP or VISTA operating systems
  • Spare USB port and/or serial port
  • Internet connection

* Kindly make sure that administrator of the PC set permissions to other user to access the applications installed during the installation.

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3. How to install the CIMB USB Token system into the computer?

The installation guide is available inside the Installation package, which sent together with the ePass token. Please ensure you have the Administrator privilege prior to the installation of this security system in the pc.

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4. USB Port or ePass is not functioning

(Symptom – ePass USB Token's LED does not on at all and computer system always unable to detect ePass after we plug into USB port)

Possible causes are:-

  • User's USB port is not functioning.
  • ePass USB Token is unable to connect to the computer USB port contact point properly
  • ePass USB Token is malfunction

Checking List :-

  1. Try with other USB device such as USB Thumb drive, USB Mouse, etc. If other devices also not working, it will confirm the USB port is malfunction.
  2. Try to attach an USB cable to the USB port then only plug in ePass into it.
  3. Try several times of plug and unplug ePass on the working USB port.

Solution :-

  1. If the USB port is confirm malfunction, please try ePass on other USB port or install ePass into another computer system.
  2. If USB port is working but still problem, unless we confirm it is ePass hardware problem (contact our customer service for device warranty), otherwise please try next section as it might be caused by ePass's Software is not installed properly.

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5. ePass's Software is not installed properly

(Symptom - Error message “Load USB Token PKCS11 Library Failed!” or ePass's LED keep on blinking after inserted)

Possible causes are :-

  • User's ePass runtime package is not installed properly, similar problem can be simulated by uninstall and reinstall before proper system restart.
  • ePass's device driver is not properly installed, such error can be confirmed by checking on System's Device Manager, this problem happen especially User PLUGED in ePass before ePass runtime package installation completed.

Solution :-

  1. Unplug ePass from the USB port completely
  2. Uninstall ePass runtime package completely
  3. Restart the PC
  4. Install ePass runtime package
  5. Plug in ePass only after the package has been successfully installed

Checking List :-

Please confirm whether ePass's library file does exist by checking if the following file exists: eg. For ePass2000, i.e. %window%\system32\ep2pk11.dll

If the Library file exist but still problem running it, it will be very likely cause by Smart Card Service problem too. Please try next section (The Smart Card Service not functioning)

If the Library file does not exist even after repeat Solution 2 for few times, please report this error to us, further investigation on the computer system will be needed.

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6. The Smart Card Service not functioning

(Symptom – ePass CSP failed to start, i.e. USB Token Daemon icon is not display at Window Icon Tray)

Possible causes are:-

  • No Smart Card Service present in the Operating System.
  • Smart Card Service failed to start.

Solution :-

  1. Check whether the smart card server is running or not by browsing Control Panel -> Administrative Tools -> Service -> Smart Card

    if the service not running, double click the "smart card" service and open a dialog box, in "General" page, select "Startup type" to "Automatic" and click "Start" button. After that, restart the computer and look at the tray icon. If the icon appear means now the ePass is working as the OS's smart card service is running, else proceed 2.
  2. Reinstall Smart Card Service by open a Dos command box, use the following commands:

    scardsvr reinstall
    regsvr32 scardssp.dll

    Then open the smart card service (like in 1)and change the start type to "Automatic" and start the service follow by restart the computer.

    If the icon appear means now the ePass is working as the OS's smart card server is running, else proceed
  3. Run Fix Tool (www.rockey.com.my/digicert/kb832082_fix.zip)

    You will need to run this Fix Tool in Admin Privilege and it will check the present of Smart Card Service and try to force start the service with right active privilege. It will also perform error correction on known registry problems.

    You MUST restart the PC after running this Fix Tool. If the icon appear means now the ePass is working as the OS's smart card service is running, else please kindly try next section as it will be very likely is due to Operating System problem.

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7. Error message, “There is a problem with this website's security certificate” on CIMB website running on Internet Explorer 7.0:-

Install the certificate locally on the browser in which you are using to connect to the webpage. Please follow the following steps:

  • Explore the CIMB CD installer.
  • Double click the class2root.cer file
  • Click the Install Certificate button -> Next
  • Choose Place all certificates in the following store and click the Browse… button
  • Tick the Show physical stores checkbox and expand the Trusted Root Certification Authorities.
  • Choose Local Computer and click OK -> Next -> Finish.
  • Click OK to exit the certificate windows.

Then also follow the next steps to add the website to the trusted sites in the security settings of the browser.

  1. Click on Internet Options in the Tools menu. The Tools menu has a gear icon on it.
  2. Click on the Security tab.
  3. Click on Trusted Sites.
  4. Click on the Sites button.
  5. Type the Web CIMB address into the textbox as follows www.cimbbizchannel.com and click the Add button.
  6. Uncheck the Require server verification (https://) box.
  7. Click the Close button to exit the Trusted Sites dialog box.
  8. Click OK to exit the Internet Options dialog box.

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8. Error message, “The certificate is invalid while trying to logon to cimbbizchannel”

The certificate may have already expired, please contact Digicert Sdn Bhd at 03-8992 8800 or email at customercare[@]digicert[.]com[.]my for renewal services.

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9. Error message, “Invalid login name and password for cimbbizchannel application”:-

Reconfirm user name and password is correct for the specific cardholder. Contact CIMB to reset username and password.

 

10. Certificate does not appear on user’s browser

CIMB Smartcard system has not installed in the user pc. Please ensure you have installed the setup file available in the installation CD given.

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11. Certificate appears on browsers but not in the Client Authentication box

Please ensure you have installed all the certificates in the CD installer. You can check the status of your certificate

Steps to check user’s certificate

  1. Go to IE’s Tools -> Internet Options -> Content -> Certificate
  2. Double click the user’s name and check the Certification Path tabs
  3. Certificate status should be OK

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12. Where can I download the updated chain Digicert’s certificate?

You may go to http://www.digicert.com.my/repository.htm and choose Class 2 Root CA and DIGISIGN ID Basic. Double click the links and follow the installation wizard.

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13. How many chances given to enter the correct pin code before the system blocked the smartcard?

Input of an invalid password more than 3 times will trigger the security system to block the smartcard. Once the CIMB smartcard’s pin code is block, please return your CIMB smartcard to Digicert Sdn Bhd for resetting process.

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14. Error message, “The page requires a client certificate/ The page must be viewed over a secure channel”

Please go to the correct CIMB secure URL as follows https://

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15. I have forgotten the smartcard pin code. What shall I do?

If your have forgotten your pin code to the smartcard system, please return your CIMB smartcard to Digicert Sdn Bhd for resetting process.

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16. Windows Registry problem

(Symptom – same computer cannot run other smart card devices as well)

Possible causes are:-

  • perating System or Window Registry problem.

Solution :-

  • Please contact your computer vendor as reinstall Operating System is highly recommended.

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