Despite the constant development of technology, Internet systems cannot be completely immune to any problems. Errors may occur at any time during operation. This article contains answers to frequently asked questions about errors that are difficult to find solutions to.
Errors
As a rule, the matter does not end with one systemic flaw. There is a small list of inaccuracies that a VTB client may encounter at any time.
| How to solve? | What's happened? | What is needed for this? |
|---|---|---|
| On one's own | The private key file is not specified (invalid password); | Internet connection |
| CIPF initialization errors; | ||
| Error when creating the CIPF key carrier; | ||
| Errors when decoding the secret key; | ||
| Error reading key container. | ||
| With the help of VTB specialists | Internal error, please try the operation later; | Contact the VTB office with a Russian passport. |
| The user is not connected to any client; | ||
| Authentication error; | ||
| The account is blocked. |
For each of the above points, there is a solution that can be used by all VTB clients who are faced with a specific problem. So how do you fix different types of errors?
The private key file is not specified or the password is incorrect
This problem occurs:
- When you enter your password on the login page. The occurrence of a problem at this stage indicates that the wrong password may actually be entered. It can be changed; after this procedure, you must enter your login and new password.
To solve it, it is recommended to check the correctness of the entered password at the entrance: language (RU/ENG), letter case. Please remember that the key decryption code cannot be recovered. You can change or change the password for accessing the VTB Online system.
- After pressing the “Login” button. An error that occurs at this stage indicates corruption of the private key files.
If you have a saved copy of the key, you can use it to log into the system. Additionally, it is recommended to log into your personal account using the Internet Explorer browser version 10.0 or higher, which should be launched in “Administrator” mode.
- If the backup copy is missing or does not work, the client can request a new certificate and save it additionally to another storage medium: flash drive, removable disk.
For it to be valid in your Personal Account, the certificate must be activated at the VTB branch by providing an act of entering the Key Certificate at the place where the accounts were opened. As a result, the error “Private key file not specified” of the VTB service disappears.
Error when initializing CIPF
This problem occurs if in the directory field of the key CIPF media the path to a directory is entered that does not contain the “keys” folder and a bunch of files: kek.opq, mk.db3, masks.db3, rand.opq, request.pem. At the same time, an error in accessing an external system also occurs.
How can we deal with this problem? The main thing is to create another direction in the common directory, where the “keys” folder and all the above files will be located. If all files are stored on removable media, then the client must indicate the direction to it.
Error when creating a CIPF key carrier
This malfunction can occur for two reasons:
Reason 1: non-existent path. The occurrence of this error indicates that the path leads to a directory that does not exist on the system or media removed from the device. To solve this problem, you need to look at the direction on the line “Directory of key CIPF media”, which should lead to an empty directory.
Reason 2: The path is write-protected. First, the attributes set in the directory properties are checked, to do this follow the instructions:
- Click on the desired folder and click select “Tools”, “Properties” tab.
- Go to the “General” tab and select the “Attributes” section.
- Look at the Read Only attribute line and make sure there is no marker next to the line. It can be in the form of a check mark or a green square. If a marker is present, it must be removed, leaving the square empty.
- Agree to all pop-up system messages and confirm the changes by clicking on the “Ok” button.
- Update your personal account by pressing “Ctrl+F5” on the keyboard and specify the direction to “CIPF Key Media Directory” again.
If it is impossible to remove the “Attribute”, that is, the actual lack of access to administrator functions, you should request a certificate for the flash drive or request system manager rights.
Internal error, please try the operation later
The option when the operation being performed is temporarily unavailable also exists. This problem occurs when accounts are duplicated. The only solution to this is to contact specialists at the VTB branch.
Error decoding secret key
The problem usually occurs when the certificate is saved to key media. It is quite possible that the password to decrypt the key is entered incorrectly. To solve it, you need to check the keyboard language, case, and correctness of input. Alternatively, you can write the password in the Russian layout. If you still forgot it, you can request a new certificate and save it to a blank storage medium.
Errors may appear when you click on the floppy disk icon. In this case, you need to check the entire file structure in the directory where the certificate is saved. It should contain the following names: “masks.db3”, “rand.opg”, “kek.opg”, “mk.db3”, “request.pem” and the “keys” folder with the file “00000001.key”. If the name of the documents in the folder is written differently, then you should rename it to the correct one and check if the problem has disappeared.
The user is not connected to any client
It is written when entering the Personal Account if the client’s account is blocked in the VTB client bank. To make a decision, you need to go to a convenient VTB office with your passport.
Authentication Error
This information appears on the screen when attempting to log into a VTB client’s Personal Account. If such a problem exists, then you need to contact banking specialists at the VTB office with your passport.
The account is blocked
The user can act in different ways, depending on the information on the screen. If the unlocking time is specified, then you should wait for this exact time. If they advise you to contact VTB technical support, then you should do just that.
If the client bank is blocked and nothing additional is specified, then in this case the client must contact the VTB branch personally with a document that will confirm the person’s identity, where managers will give recommendations or unblock closed accounts.
Error reading key container
Occurs when there is no certificate on the media. To fix it, you need to check the entire directory structure; the following documents should be in the shared folder: “masks.db3”, “rand.opg”, “kek.opg”, “mk.db3”, “request.pem” and “keys” folders , "cert", "CA". If some folders are missing, then go to VTB Personal Account and resave the certificate. How to do it? In the “CIPF key media directory” field, indicate the correct path to the root directory with the necessary documents and click on the “Save” button. Then you can try to log in again.
What is the CIPF key media directory?
CIPF is a service that provides electronic encryption of documents. This is usually used to obtain signatures for important information or, conversely, to send documents. Where can I get the catalog of the key cryptographic information protection medium? In fact, this is a place to save electronic keys; in this situation, the keys of the VTB client bank are saved. It is advisable to store it on a separate medium: a flash card, disk or internal storage.
Instructions for creating cryptographic keys
How to create a secret key in a VTB client bank? To begin with, you log into the client bank using a link; upon initial login, the system may offer to install an ActiveX control to protect information. After installing the component, you need to set up your personal account to register your organization in the VTB banking system.
To create private keys you need to obtain a certificate:
- Log in to the online office;
- The reader (password generator) can generate a login code if used by the client. If it is, then you need to press the “B” button on the device and the automatic generator will generate the code.
- An SMS with a one-time code is sent to the phone number linked to the VTB account.
- The password for the first login must be changed in the settings from temporary to permanent and more secure.
You can create a certificate in VTB Personal Account. Storage space must be found in advance on a flash drive or computer.
Please note that only one certificate should be stored in one folder, with no residual other files. Otherwise, you will get an error related to the VTB client bank. To do this, on the “Request for a new certificate” tab, you need to enter the path to the folder in which the keys are stored.
When a message “Initializing generator” appears from the computer, you need to move the mouse randomly.
Once completed, a new decryption input window will appear asking you to enter a new password for the secret key. It must be remembered; attention is also paid to the case of letters and the language of the keyboard.
Next, the creation of the certificate is completed. It will be available in the “Requests” section, where VTB will automatically transfer the client. After receiving the certificate, a message appears indicating that the data has been sent to the bank.
VTB key generation
To create a unique key, you need to install the Quik VTB program (publisher Step Up inc), which is needed to create secret keys.
- We launch the application on the PC and at the initial stage the application prompts us to show the path to the location where the codes are stored, the client name and password with which we will open the service. If the client password specified at this stage is lost, the crypto key is created again from the very beginning, since this password cannot be recovered.
- In the second step, you need to confirm your password.
- In the next window, the parameters of the created key are checked. If everything is correct, click the “Next” button.
- Then a message appears about entering random numbers. There is no need to remember the data entered in the line. We complete the work with the “Install” button.
After creation, you can click the “Finish” button and finish working with crypto keys. Now we send the e-key document for registration to the email address: [email protected], but for security reasons a file called sekring.txk is not sent. The letter contains the full details of the owner, the agreement number specified in the notice, clause 2, and the pubring.txk file.
We are waiting for the bank’s response, print out the application from the response letter and sign it at any VTB office in the presence of a banking specialist.
What if a VTB client forgot the secret key password?
Unfortunately, it is not possible to reissue or change the password to the certificate in the VTB online client. To work, you need to resave the document itself, then the electronic keys will be updated.
If problems arise in a VTB bank client, not all users can solve the problem on their own. And in such cases, you can seek advice from the operators’ technical support hotline number, provide your login details and calmly use the solutions of specialists.
To save time for entrepreneurs, a convenient Bank-Client service was created. It allows you to carry out various financial transactions remotely without visiting a bank branch. The procedure for loading the system onto a computer is considered quite simple. But, in some situations, an error appears when reading the VTB 24 certificate - the reasons and solution to this problem will be discussed in this article.
Error when reading VTB 24 certificate - identifying the cause
First, you should find out what state the file structure of the key media is in. To do this, you will need to open the drive and verify the presence of certain folders in it.List of folders:
- cert, which has certificate information;
- keys, including keys.
- mk and masks - db3 extension;
- kek - opq extension;
- request - pem extension;
- rand - opg extension.
Action plan:
- visit the user's online account. If this is not possible, you should install a new Java applet or reinstall ActiveX;
- authorize when using existing data;
- download another certificate;
- install these files in the main folder, specifying the path in the line “Key media directory” and then click on the image of the floppy disk - this will help save the changes made.
If the actions are performed correctly, the service will work correctly and you will no longer need to do anything.
If the files are in place, but the error still persists
If the BKO file structure contains the folders and files listed above, but it still gives an error when reading the VTB 24 certificate - what should I do? The media may have been damaged.When an error when reading a VTB 24 certificate appears again at the time of restoring the structure, you should copy the existing folders and files to another storage device. If the files are present on the computer, then you should copy them to another hard drive or, in extreme cases, to another folder.
In order for the system to work correctly in the future, you need to specify a new path to the main folder in the “Key media directory” menu line and then click on the picture of the floppy disk itself.
Contacting technical support
In a situation where the considered actions did not lead to the desired result, you should contact Client-Bank technical support representatives online. This can be done by residents of any region of the country around the clock and free of charge.The online Bank-Client system allows entrepreneurs to perform various operations with their account without having to visit a VTB24 branch. The system is installed on a computer and allows you to manage your account online. But if an error occurs when reading a VTB24 certificate, what should you do in this case?
Troubleshooting
Checking for a user certificate
First, you need to check whether the file structure of the key media is intact. You need to open the drive and check for the following folders:
- keys, containing the keys;
- cert containing information about the certificate;
The following files should be located in the same folder (called the Root directory):
- kek with opq extension;
- mk and masks with db3 extension;
- rand with opg extension;
- request with extension pem.
Check not only file names, but also their extensions! If it turns out that any element is missing, then an error will continue to occur when reading the VTB24 certificate.
What to do to restore the structure?
- Go to the entrepreneur’s online account. If the transition fails or an error appears, you need to reinstall the ActiveX control or install a fresh Java applet.
- Log in using your existing data;
- Download a new certificate;
- Install the received files into the main folder by specifying the path in the Key media directory field and clicking on the image of the floppy disk to save the changes made.
Afterwards you need to log into BKO again using your previous login.
If everything is done correctly, the system will work as expected, and the question “What to do” will no longer arise. If the error still persists
And press the button "Further".
And press the button "Install".
After launch, select from the list the city in which your accounts are opened, check the box next to “Installing/reinstalling the system” and press the button "Further".
Check the box next to the item "Installing ActiveX Components" and press the button "Install".
After completing the Wizard, log in from the shortcut that appears on your desktop.
After launch, select from the list the city in which your accounts are opened, check the box next to “Installing/reinstalling the system” and press the button "Further".
Check the box next to the item "Installing ActiveX Components" and press the button "Install".
After completing the Wizard, log in from the shortcut that appears on your desktop.
If you use eToken:
After launch, select from the list the city in which your accounts are opened, check the box next to “Installing/reinstalling the system” and press the button "Further".
Check the box next to the item "Installing ActiveX Components" and press the button "Install".
After completing the Wizard, log in from the shortcut that appears on your desktop.
Errors when generating new keys
Error (Code: 128) Error on initialization cryptoengine for MessagePro
After launch, select from the list the city in which your accounts are opened, check the box next to “Installing/reinstalling the system” and press the button "Further".
Check the box next to the item "Installing ActiveX Components" and press the button "Install".
After completing the Wizard, log in from the shortcut that appears on your desktop.
After launch, select from the list the city in which your accounts are opened, check the box next to “Installing/reinstalling the system” and press the button "Further".
Check the box next to the item "Installing ActiveX Components" and press the button "Install".
After completing the Wizard, log in from the shortcut that appears on your desktop.
Errors when working in the Client-Bank system
Files are not loaded into the Client-Bank system or files are not uploaded from the system (when importing documents, exporting statements, attaching files to an arbitrary document in the Bank, etc.)
After launch, select from the list the city in which your accounts are opened, check the box next to “Installing/reinstalling the system” and press the button "Further".
Check the box next to the item "Installing ActiveX Components" and press the button "Install".
After completing the Wizard, log in from the shortcut that appears on your desktop.
After launch, select from the list the city in which your accounts are opened, check the box next to “Installing/reinstalling the system” and press the button "Further".
Check the box next to the item "Installing ActiveX Components" and press the button "Install".
After completing the Wizard, log in from the shortcut that appears on your desktop.
After launch, select from the list the city in which your accounts are opened, check the box next to “Installing/reinstalling the system” and press the button "Further".
Check the box next to the item "Installing ActiveX Components" and press the button "Install".
After completing the Wizard, log in from the shortcut that appears on your desktop.
INSTRUCTIONS FOR SETTING UP THE BANK-CLIENT ONLINE SYSTEM
1. CONNECTION TO THE BANK-CLIENT ONLINE SYSTEM
Attention! To access your Personal Account, it is recommended to use Microsoft Internet Explorer 8.0 and higher.
1.2. The “Client Personal Account” page will open.
1.3. In the form that opens, fill in all the fields and add the minimum number of users who have the right to sign documents in accordance with the sample signature and seal stamp card.
If necessary, add users who will work in the system “without the right to sign” documents. To save the data of each user, upon completion of entering information, click the “Add” button. When all users have entered, press the “Shutdown” button. The system will return you to your personal account page.
1.4. An automatic message with the following content will be sent to the e-mail you specified during user registration:
Dear Client of VTB 24 Bank (CJSC)!
To complete the system installation procedure<Банк-Клиент Онлайн>, You need to go to<Личный кабинет Клиента>and complete the procedure for generating an electronic digital signature key and obtaining a certificate. Use the following link to access<Личный кабинет Клиента>https://cbvtb24back.vtb24.ru
Your credentials:
Login: Ivanov
Password: ivan12345Sincerely, VTB 24 (CJSC).
Attention! If the message has not arrived within 10-15 minutes, you should try to send the message to another e-mail available to the user. To do this, you need to register in your “Personal Account” using your TIN and secret word and edit the corresponding entry.
The message will be duplicated in the form of an SMS message to the user’s mobile phone number you specified. In the future, this mobile phone number will be used by the Bank to transmit to the user a confirmation code for access to the Bank-Client Online system.
1.5. To complete the installation procedure for the “Bank-Client Online” system, you need to log into the “Client’s Personal Account” using the login and password specified in the message, selecting the “User” Authorization Type.
1.6. Upon successful registration, you will be taken to your personal account. The system will prompt you to install the required ActiveX component. To install or run an ActiveX control, click the information bar (the place where Internet Explorer displays information about security, downloads, blocking pop-ups, and other activities. Located at the top of the web page) and follow the onscreen instructions. Confirm the installation with the “Install” button:
Attention! When you log in for the first time, you need to change your password. Upon completion of the procedure for entering new password values, click the “Change” button. After successfully changing the password, click the “Back to Top” button.
You will be taken to the user page:
1.7. In the “Certificate” / “Settings” section, set the path to the directory of the key cryptographic information protection medium in which the certificate will be saved (you can use the navigation key). If there are several users, certificates for each of them must be saved in different directories of the key cryptographic information protection medium. Next, be sure to press the “Save Settings” button.
« Attention! The certificate is saved to an empty directory that does not contain previous keys or other files."
1.8. When the setup is complete, press the “Request Certificate” button. A certificate request window will appear, in which you need to fill in the free fields (city, region, district)1, and then press the “Request” button.
1.9. A random number generator initialization window will appear, in which you need to press keys or move the mouse. If the address does not contain a region/district, the name of the city should be repeated. Once initialization is complete, a window will appear to enter a password to encrypt the secret key.
Attention! Remember the entered password for future use when performing transactions. Click OK.
1.10. After confirming the password, a window will appear:
1.11. When you exit the message window about sending a request to the Bank, you need to refresh the page to see the certificate in the “User Certificates” section:
Attention! One user is allowed to have no more than one active certificate! If you request another certificate, the previous one will be canceled!
1.12. Print the “Certificate of Commissioning of the Bank-Client Online System” (2 copies) and save the certificate on a key medium. To correctly save the certificate, you must specify the path to the key media directory in the “CIPF key media directory” field. When the certificate is saved, the following message appears:
Attention! If several users are logged into the system, then upon completion of the procedure for obtaining a certificate by the last user, a single Certificate is printed. Do not fill in the date field!
1.13. Place the signatures of authorized persons and the seal of the organization/individual entrepreneur on the Acts, and transfer the signed Acts to the Bank to activate the received certificate.
Attention! You can start working in the Bank-Client Online system only after signing and confirming the Acts at the Bank’s service department.
