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7. FREQUENTLY ASKED QUESTIONS AND 

TROUBLESHOOTING 

 
This chapter provides CryptoIdentity general troubleshooting and FAQ.  
 

http://www.eutroninfosecurity.com/pub/CryptoIdentity/FAQ

 
 
 
1.  I have lost the CryptoIdentity PIN, or the CryptoIdentity PIN is locked. What can I 

 
The solution is to re-initialize the CryptoIdentity, in order to set a new PIN. It is possible to 
initialize CryptoIdentity through the Init Token or ARGenie  utilities.  The CryptoIdentity 
Security Officer PIN is required for the initialization process. Refer to sections "3.3 Init 
Token" and "3.1 ARGenie" for detailed instructions. 
 

 

 
 
2.  I have lost the CryptoIdentity Security Officer PIN, or the CryptoIdentity Security 

 
For security reasons, it is not possible to restore or change the Security Officer PIN if the 
current Security Officer PIN is lost or locked.  It will not be possible to perform on the token 
operations for which the Security Officer PIN is required (for example, the initialization 
process). 
Viceversa, you will be able to use the CryptoIdentity to perform standard cryptographic 
operations for which the PIN is required (digital sign, encryption, certificates enroll, etc.). 
 
 
3.  I can not use CryptoIdentity. I am not able to perform any cryptographic 

 
Make sure your CryptoIdentity is properly initialized.  For example, try to obtain its serial 
number through the Token Serial Number utility or change its PIN through the Password 
Change Utility (refer to sections "3.5 Token Serial Number" and "3.2 Password Change 
Utility"). If errors appear during these tests, the token should be initialized. It is possible to 
initialize it through the Init Token or ARGenie  utilities. Refer to sections "3.3 Init Token" 
and "3.1 ARGenie" for detailed instructions. 
 
 
4.  Trying to Initialize the CryptoIdentity through Init Token or ARGenie utility, an