Troubleshooting


Safari 12 & CAC Authentication

We are aware of an issue with Safari 12 where users are unable to access CAC-protected websites.
 
The problem is that Safari never prompts the user to enter a PIN.  After a few moments, the following error will appear:
 

Safari Can’t Open the Page

Safari can’t open the page “(website)”. The error is:
“WebKit encountered an internal error” (WebKitErrorDomain:300)
 
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R2S requires Android 6

The latest version of R2S on Android only supports Android version 6.0 and higher. 

If you are running Android OS version 5 or earlier, you will not be able to install the current release of R2S.

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Sub Rosa Pro requires Android 6

The latest version of Sub Rosa Pro on Android only supports Android 6.0 and higher. 

If you are running Android OS version 5 or earlier, you will not be able to install the current release of Sub Rosa Pro.

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"This accessory may not be supported" error when using 30-pin reader with adapter

When using a TSS-PK8 (30-pin reader) with a 30-ping to Lightning adapter, you might receive an error that "This accessory may not be supported".  This is assumed to be a problem with newer devices (e.g. iPhone 7, iPad Pro) and how much power the device requires to work.

In some cases, simply clicking "Dismiss" will allow you to use the reader with Sub Rosa.

If the reader will not be recognized, please contact the Support Department at support@thursby.com. 

 

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Common problems using PKard for Mac on High Sierra

Here are the most common problems / solutions using PKard for Mac on High Sierra.

PKard Assistant will not recognize the card is available.

When PKard Assistant prompts you to connect your reader and insert your card, sometimes the reader is recognized and the card is not. In this situation, the software is already installed, and the PKard Assistant can be canceled.

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Server cannot be found

Recently, customers have reported that they cannot get to web.mail.mil receiving the error: the server “web.mail.mil” cannot be found. From our research, this appears to be a DNS issue, and militarycac.com reports a similar issue. The solution that works for us is to set a custom DNS server.

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USB-C to Micro USB Adapter

If you have a phone that has a USB-C port, and you already have a Micro USB card reader, then we recommend that you use an adapter that has already been tested by Thursby Software. Here are some that have been tested in our office:

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Sub Rosa for Android User Guide

You can use the following link to view the Sub Rosa for Android User Guide.  

http://downloads.thursby.com/android/Sub%20Rosa%20for%20Android%203.1%20User%20Guide.pdf

 

You can use the following link to view the Sub Rosa Pro for Android User Guide.

http://downloads.thursby.com/android/Sub%20Rosa%20Pro%20for%20Android%203.1%20User%20Guide.pdf

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Sub Rosa for iOS User Guide

You can use the following link to access the Sub Rosa for iOS User Guide.

http://downloads.thursby.com/ios/subrosa.pdf

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First gen PKard Reader doesn't work with iPad using a lightning adapter.

The problem when connecting the TSS-PK6 reader to an iPad with iOS 8 or newer with a Lightning Adapter is that some communication data that is sent to the hardware when connected has changed.  This change is causing the hardware to reset.  This is why you likely see the error, "This accessory is not supported by this iPad" when you connect the reader with the adapter, even without our app installed.
 
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