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Do you receive an error whilst using SURFsecureID? Chances are you're receiving one of the errors on this page. You can read what your error means and what you can do to fix this problem. If your error is not on this page, or the problem persists after trying suggested fixes, please contact the servicedesk or helpdesk of your institution.


 

Stepup Gateway - Error Oops! - Error code 21072

Example

Description

You see this error when you try to login to a service

Solution

A possible solution is to return to the service where you were trying to login and start the login proces again. You can also try a different browser. If this does not work, contact the servicedesk or helpdesk of your institution.

Stepup Gateway - Error Oops! - Error code 18354

Example

Description

You see this error after repeatedly sending an SMS code

Solution

When you try to login with SMS, you can request a SMS code 3 times. If you try for the 4th time, this error appears.

The solution is to return to the service where you were trying to login and try again again.

Stepup Gateway - Error Oops! - Error code 22019

Voorbeeld

Beschrijving

This error appears when the user has successfully authenticated, but the SURFsecureID gateway can't find a session, and therefore can't redirect you to the originating service.

This happens when a link is opened in a MS-Word or Excel document. These applications open external links internally to check if it's a link to an Office document. Only when a web-page is found, the users browser application is started. This causes session-information to get lost, and authentication fails.

Oplossing

Send documents linking to services protected by SURFSecureID in a pdf file. Or change the behavior of MS-Word by setting the correct forceshellexecute value in the registry of the desktop receiving the document.

Stepup Gateway - Error Oops! - Error code 13899

Unable to render {include} The included page could not be found.

RA - Error code 30730

Trying to logon to RA portal without proper roles (no RA/RAA/SRA).


Registration portal - Page not found

Example

Description

During the token registration process, you follow the email verification link and get this error.

Solution

This error occurs when the email verification link is not correct. This can occur when:

  • The email verification link is used a second time;
  • The email verification link has been copied wrong or incomplete before being used;
  • The email verification link is changed for a different reason, for example by an antivirus or email program.

Possible solutions:

  • Check your token registration by logging in to the Registration portal. In the token overview page you can see what the next step should be in the registration process;
  • Make sure you correctly copy and paste the verification link in your browser. Double check the link;
  • If this fails, login to the Registration portal, remove your token registration and start a new registration.

Tiqr - Error - Your account is blocked

Example

Description

You normally use tiqr to login to the service. Now, the above error appears when you try to login.

Solution

You've probably entered a wrong PIN-code 5 times in the tiqr app. This permanently blockes your current tiqr registration.

You can solve this by performing a new tiqr registration. Follow these steps:

The blocked tiqr registrations will stay visible in the tiqr app. This does no harm, but you can choose to remove these if you wish.

Tiqr - Black screen while scanning QR code

Example

This screen is shown during the registration process of you tiqr app:

Description

While registering you tiqr app you need to scan the QR code, but this is not possible because the tiqr app only shows a black screen. It is not possible to scan the QR code. This problem occurs on Android phones.

Solution

You are using the wrong tiqr app. Make sure you the app published by SURF is installed on your phone and restart the registration process.

Install the tiqr app for iOS or Android with one of these links:

You can also search the App Store or Google Play Store for the tiqr app. Choose the app published by SURF, not the one published by RCDevs.

Tiqr - Invalid response during registration

Example

This error is displayed in the tiqr app during the registration process:

Description

During registration of your tiqr app an error saying "invalid response" is displayed in the tiqr app. This problem can occur on Android phones.

Solution

You are using the wrong tiqr app. Make sure you the app published by SURF is installed on your phone and restart the registration process.

Install the tiqr app for iOS or Android with one of these links:

You can also search the App Store or Google Play Store for the tiqr app. Choose the app published by SURF, not the one published by RCDevs.


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