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Question

How can I 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 [email protected] 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 SmartCard Bluetooth Token 1.00) or via right click on the cgPCSC BTV4 Tray icon and choose Info. 

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\certgate\certgate SmartCard Bluetooth Token\logs\cgPCSCBTV4.log

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