Troubleshooting FAQs Atlas

Frequently Asked Questions

How do I request a Test Account?

Kindly contact our sales team or reach out to your Account Manager for a test Atlas test account.

Certificate Renewal - Change Information

Kindly contact Vetting / Support team in order to change information.     

Document Signing Expiration Time

In DSS, identity needs to be stored and reused for 10 minutes only. It's recommended to use LTV while using DSS.

If Signature on PDF has Long Term Validation (LTV) enabled, the signature remains valid and there is no issue with validity being for 10 minutes only.  if LTV is not enabled, the signature will only be valid while the certificate is valid, for DSS that is 10 minutes.  

API Credential Error | 500 - Server Error

The error HTTP 500 occurs because of an identity not having the common name entry.

We would recommend customers to create a new identity (with Common Name) which can be approved by vetting. The API can then be generated without any issues.

Please contact support even if you require further assistance.

Unable to generate API Credential

1. Please make sure to you have selected the same Common Name i.e.  Organisation Seal or Individual Signature while generating an identity as well as a service. 

2. If you are using trial Services, make sure to link the Auto vetted identity with trial Service in order to generate the API credential to avoid error in API generation. 

Time Stamp Error

Please reach out to our support team in case you receive any timestamp error while using DSS signature.  

Account Deletion Request

Please reach to our support team with your request.