Question
How can I to get support in case of a problem with the ONEKEY ID?
Answer
In case of a problem with the ONEKEY ID (e.g. ONEKEY ID is not recognized by software or tray icon) and want to get support under support@certgatesupport@AirID.com you shall include following information:
Versions
- ONEKEY ID serial number (e.g. OKID005555)
- ONEKEY ID hardware version (e.g. HW ver: 0.4)
- ONEKEY ID firmware version (e.g. FW ver: 3.0)
- cgPCSC bluetooth driver version displayed in the list of installed software
- Programs and Features (e.g. certgate AirID SmartCard Bluetooth Token 1.00) or via right click on the cgPCSC BTV4 Tray icon and choose Info.
| Tip |
|---|
To display the hardware and firmware version please turn off and on again your ONEKEY ID. |
Platform
- Operating system: System name (e.g. Windows 10 Enterprise, Windows 10 Enterprise 2015 LTSB or Windows 10 Pro) Version (e.g. 1607) OS Build (e.g. 14393.953) System type (e.g. 64-bit operating system) OS Language (e.g. English)
- Used smartcard (e.g JCOP, TCOS IDkey or CardOS or other)
- Used bluetooth dongle (if any used)
Log
The log file. By default it is located under: C:\Program Files\certgateAirID\certgate AirID SmartCard Bluetooth Token\logs\cgPCSCBTV4.log
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