* Netscape Navigator hung when I submitted my request and when I tried to install my Digital ID it didn't work.
* I have enrolled for a Digital ID but when I look in my security options it does not show up.
* I got the E-mail with my PIN but I accidentally deleted it before copying my PIN.
* My PIN does not appear to work.
* When I try to download my Digital ID I get the message "private key not found".
Note: For any other help please contact consumerid_support@safescrypt.com
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Netscape Navigator hung when I submitted my request and when I tried to install my Digital ID it didn't work.
When you click the Submit button in the final enrollment page, Navigator sends your Digital ID request and prompts you to specify whether or not you want to enter a password. If you click the Cancel button in this dialog box, Navigator assumes that you want to cancel the entire process and deletes your private key. However, your request has already been sent and a Digital ID generated in response. Because the private key associated with this Digital ID no longer exists, it cannot be installed into Navigator. As a result, canceling out of the password screen causes a long delay and sometimes causes Navigator to hang. Netscape is aware of this problem and it will be addressed in upcoming versions of Navigator. Because the private key is deleted when you cancel out of the password dialog box, attempting to install your Digital ID using will also fail.
To get a Digital ID you will need to complete a new Digital ID enrollment request. Because duplicate Digital IDs are not issued, when you complete the enrollment form for your new Digital ID, you will need to alter the way you enter your name in some way, such as by adding a middle initial or writing your name in all capital letters.
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I have enrolled for a Digital ID but when I look in my security options it does not show up.
If you did not enter a nickname when saving your Digital ID, then the Digital ID may not appear in your security menu despite being saved in Navigator. Simply click the View button to display the entire Digital ID.
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I got the E-mail with my PIN but I accidentally deleted it before copying my PIN.
The E-mail response to a Digital ID enrollment is automatic. Unfortunately, we cannot regenerate the PIN information. You will have to enroll for a new Digital ID. Since a Digital ID has already been generated in your name, and since we cannot generate two identical Digital IDs, you will have to alter your name in some way (e.g. add a middle initial or give your name in all capital letters) in order to get a new PIN sent to your E-mail address.
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My PIN does not appear to work.
If possible, use the "copy" and "paste" commands from the Edit menu to copy your PIN from the E-mail you received and paste it into the field on the page you use to get your Digital ID. If copying and pasting does not work with your software, and you must type the PIN, make sure:
the PIN includes 16 or 32 characters
the characters include only the numerals 0 (zero) through 9 and the letters A through F
there are no spaces before, after, or within the PIN
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When I try to download my Digital ID I get the message "private key not found".
When you retrieve your Digital ID, we automatically check to make sure that the private key created in your hard drive during enrollment matches the public key in your Digital ID. In order for these to match, you must be using the same web browser, in the same directory, on the same computer as you were when you requested the Digital ID.
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