Troubleshooting


"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 have not yet purchased a smart card reader, we recently began selling USB-C readers. You can purchase an Identiv USB-C Smart Card Reader from our online store.

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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Unable to log into AROWS-R

As of 1/10/17, we received information from another reservist that AROWS-R is no longer available from public networks.  Please call or email the AROWS-R Help Desk if you require any additional information.

 

+1 877-294-5822

afrcfm.arowsr@us.af.mil

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Is there an extender or dongle to use with thick cases? (OtterBox, LifeProof, etc)

Thursby does not sell any extenders, dongles, or extension cables, but there are several types that can be used with thicker cases. Here are a few options that we have tried in-house and like (links to Amazon.com):

 

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S/MIME controls are not available

Emails that have been signed and or encrypted will display the message "S/MIME controls are not available". This message means that when OWA tried to load its S/MIME plug-in that allows for signing, encrypted, and decrypting of emails, something went wrong and failed to load the plug-in. The only web browser that is capable of loading this plug-in is Internet Explorer on Windows. No other Windows or Mac web browser is capable of loading this plug-in, therefore you will not be able to sign, encrypt, or decrypt email.

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