Here you’ll find the messages CEI One can show, grouped by situation, with their cause and fix. Search for the first words of the message you see. If the problem persists, write to us through the support page, with the exact message, your device model and your iOS or macOS version.
Important
Never send your CAN, your PINs or a copy of your eID when you ask for help.
Reading over NFC on iPhone
Most reading problems come from how the eID is positioned. The eID chip and the iPhone’s NFC reader only communicate within a few centimeters, and the slightest movement breaks the connection.
Tip
Take off the case, keep the eID still until the end, and don’t let the eID touch the screen: it can tap “Cancel”. On iPhone 18, hold the eID over the top edge, sticking out slightly to the right, with the photo facing you. If it sticks out to the left, the eID isn’t read.
Note
Even with the app in English, some progress messages in the iPhone’s NFC window appear in Romanian, for example “Citim datele…” (reading the data) or “Autorizam semnarea…” (authorizing signing). This is normal. See Read your eID on iPhone.
“We know this is frustrating”
Cause: reading failed twice in a row. This window opens on its own and shows you where the NFC reader is on your iPhone model.
Fix: follow the tips in the window, then choose Try again.
“The NFC connection was interrupted.”
Cause: the eID moved or wasn’t in line with the NFC reader.
Fix: reposition the eID near the top of the iPhone (see How to hold your eID against the iPhone), hold it still and try again.
“The NFC session timed out before the read finished.”
Cause: the read didn’t finish within the time iOS allows for an NFC session (the app closes it after 55 seconds).
Fix: start a new read and hold the eID still near the top of the iPhone until the end.
“The iPhone’s NFC reader is busy right now”
Cause: iOS couldn’t start the NFC reader.
Fix: there’s no need to move the eID. Wait a few seconds and try again. If it happens again, close the app from the app switcher or restart your iPhone.
“An NFC read is already in progress.”
Cause: you started a new read before the previous one finished.
Fix: wait for it to finish, then try again.
“The secure channel with the eID was interrupted or a response could not be verified.”
Cause: the encrypted connection with the eID was lost during the read.
Fix: start a new read and hold the eID still near the iPhone.
“Reading was cancelled.”
Cause: Cancel was tapped in the NFC window, sometimes by the eID itself when it touches the screen.
Fix: start the read again and keep the eID away from the Cancel button.
“NFC is not available on this device.”
Cause: the device has no NFC reader, or it can’t be used.
Fix: use an iPhone with NFC. On Mac, you read your eID with a card reader.
“NFC reading could not be authorized.” or “NFC authorization was not accepted by the eID.”
Cause: the eID didn’t accept the authorization step, usually because it moved.
Fix: check the eID’s position and try again, keeping it still on the phone.
“The eID rejected the NFC command.” or “The eID could not be read.”
Cause: the eID rejected a command, or the read stopped for an unexpected reason. The message may include a status code.
Fix: hold the eID flat against the top of the iPhone until the read finishes, then try again. If it happens again, note the status code for support.
The card reader on Mac
In the sidebar you see the reader status: Checking, No reader, No card, Card detected, eID profile detected, Incompatible or Reader error. The Readers page shows you details and the minimum requirements.
“No smart card reader is connected.”
Cause: macOS doesn’t see any reader.
Fix: check the cable, the USB adapter and the power, then choose Detect again in Readers. You need a contact USB CCID reader. You don’t need to install any driver.
“The card is present but does not respond to the smart card protocol.”
Cause: the card isn’t communicating or isn’t inserted correctly.
Fix: remove your eID and insert it again, chip first. Check that it’s your eID and not another card.
“The reader … is no longer available.”
The reader’s name appears instead of the dots.
Cause: the reader in use was disconnected, or macOS no longer sees it.
Fix: reconnect the reader, then choose Detect again in Readers. If you have several readers, check what’s selected under Active reader.
“There is no usable card in the … reader.”
Cause: the reader is connected but can’t find a card it can work with: the card is missing or isn’t inserted correctly.
Fix: insert your eID chip first and wait until the Readers page shows the card.
“An exclusive session with the card could not be opened.”
Cause: another app is using the reader.
Fix: quit any other app that uses the reader, then try again.
“The reader did not respond within the safety timeout.”
Cause: the reader didn’t respond in time.
Fix: reconnect the reader and try again.
“The eID or the reader was disconnected during the operation.”
Cause: the card was removed or the reader disconnected.
Fix: insert the card again and retry. Don’t remove the card until the operation finishes.
“The card responded, but the result could not be authenticated.”
Cause: the app can’t confirm the result of the last command sent to the card. The message “The result of the last command sent to the card could not be confirmed.” means the same thing.
Fix: remove your eID from the reader and insert it again before another operation.
“The card’s response could not be authenticated. Try again.”
Cause: a response from the card on the secure channel failed its check, usually because the contact was interrupted.
Fix: try again. If it happens again, remove the card and insert it again.
“The eID did not return the expected identity data.”
Cause: the read finished, but the card didn’t send the identity data.
Fix: remove the card, insert it again and repeat the read. Check that it’s your eID and not another card.
The card sent an unusual response (Mac)
Messages: “A file on the card exceeds the safe read limit.”, “The card does not allow reading a file larger than 32 KB in full.”, “The card returned a read response in an unexpected format.” or “The card returned an empty response.”
Cause: the card responded in a way the app doesn’t accept, for safety reasons, or the contact was interrupted.
Fix: remove the card, insert it again and try again. If the message comes back, try another reader and write to us through the support page with the exact message.
“The smart card readers could not be checked.” or “Smart card reader access is unavailable.”
Cause: macOS couldn’t query the readers, or the app has no access to them.
Fix: reconnect the reader and choose Detect again. If the message stays, write to us through the support page.
“This eID did not provide the photo or handwritten signature through the contact reader.”
Cause: some eIDs don’t provide the photo or the handwritten signature through a contact reader.
Fix: the text data reads normally. The identity report and the proof of address need the photo, so they can’t be created without it (“The cardholder photo was not read. The report cannot be generated.”).
Codes and PINs
Note
After 5 incorrect attempts, the PIN is blocked. CEI One never retries a rejected PIN automatically, and it asks you to confirm before the last attempt (on Mac, when signing or changing a PIN).
Wrong CAN
Messages on iPhone: “The entered CAN could not establish secure NFC access.” or “The CAN could not authorize secure NFC access.”
Message on Mac: “A secure PACE session could not be established with the eID.”
Cause: the CAN is incorrect, or you placed a different card.
Fix: check the 6 digits printed on the front of your eID, under the expiry date. See CAN and PIN codes.
“The data PIN is incorrect.” or “The signing PIN is incorrect.”
Cause: the PIN you entered is wrong. The message tells you how many attempts you have left, if the eID reports them.
On Mac, for the data PIN, the message starts with “Incorrect PIN.”
Fix: check the PIN. Remember: the data PIN has 4 digits, and the signing PIN has 6 digits.
“The data PIN appears incorrect, but the eID did not report the remaining attempts.” (iPhone)
Cause: the eID rejected the PIN without saying how many attempts you have left.
Fix: enter the correct PIN and start a new NFC session.
“The data PIN could not authorize reading in this session.” (iPhone)
Cause: the NFC connection broke while the PIN was being checked, but the eID didn’t report a wrong PIN.
Fix: start a new read and keep the eID still on the phone until it finishes.
“The data PIN was rejected.” (Mac)
Cause: the card rejected the data PIN without reporting how many attempts you have left.
Fix: check the PIN (4 digits) before you try again. After 5 incorrect entries, the PIN is blocked.
“Enter the 6-digit CAN and the 4-digit data PIN.” (iPhone)
Cause: a code is missing or doesn’t have the right number of digits. When signing, the message is “Enter the 6-digit CAN and the 6-digit signing PIN.”
Fix: fill in the CAN (6 digits) and the PIN that’s asked for: 4 digits for the data PIN, 6 digits for the signing PIN.
“Last data PIN attempt” or “Last signing PIN attempt”
Cause: the eID will accept only one more attempt. The PIN hasn’t been sent yet.
Fix: on iPhone, if you’re sure of the PIN, choose Use the last attempt and hold your eID to the iPhone again. Otherwise, choose Cancel and check the PIN.
On Mac, you check the last-attempt confirmation before signing or changing the PIN.
“The data PIN is blocked.” or “The signing PIN is blocked.”
Cause: the PIN was entered incorrectly 5 times.
Fix: CEI One can’t unblock a PIN. Unblocking requires the official reset procedure.
“The NFC connection dropped while the PIN was being checked” (iPhone)
Cause: the connection broke exactly while the eID was checking the PIN, so the eID may have counted an attempt.
Fix: check the PIN before trying again.
“We cannot confirm whether the PIN changed.” (Mac)
Cause: the card or the reader disconnected while the PIN was being changed.
Fix: reconnect your eID and check the status in PIN codes before trying again.
“The new PIN must be different from the current PIN.” or “The confirmation does not match the new PIN.” (Mac)
Fix: choose a new PIN that’s different from the current one and type it exactly the same in both fields.
Messages about the remembered CAN
If a card rejects the remembered CAN, you see “The card did not accept the remembered CAN for …”, followed by the cardholder’s name. Check that it’s the right card. After a second rejection in a row, the remembered CAN is deleted and you enter the CAN printed on the card.
If you see “Authentication failed. Try again or enter the CAN.”, repeat Face ID, Touch ID or your password, or type the CAN. Details in App lock and remembered CAN.
Signing and the internet
Signing needs internet for the timestamp and the validation evidence. Reading your eID doesn’t need internet.
“The timestamp authorities did not respond in time.”
Cause: the timestamp services didn’t respond. Some networks, such as some office Wi-Fi networks, block HTTP port 80, which these services use.
Fix: check whether your network allows HTTP port 80. Try another network, for example mobile data.
“The timestamp authorities could not be reached.”
Cause: you have no internet connection, or a firewall is blocking the connection.
Fix: check your internet connection or firewall and try again.
“None of the trusted timestamp authorities returned a valid token.”
Cause: DigiCert, GlobalSign and Sectigo didn’t provide a valid timestamp.
Fix: try again in a few minutes.
“The signature was not saved because the PAdES-LT evidence could not be confirmed.”
Cause: the revocation lists or the issuer certificates couldn’t be downloaded or confirmed. If this happens before signing on the card, the card isn’t used.
Fix: check your internet connection and try again.
“Hold your eID to the iPhone again to sign” (iPhone)
Cause: this isn’t an error. On iPhone, the first signature with a new certificate may need you to hold the eID to the phone a second time: the app downloads the revocation list after it reads the certificate.
Fix: hold your eID to the iPhone again when the NFC window appears.
“NFC session ended” (iPhone)
Cause: the NFC session closed before signing. Nothing was signed.
Fix: choose Try again and hold your eID to the iPhone when the NFC window appears.
“The card may already have signed the document, but the result was not received.”
Cause: the connection was lost exactly while the card was signing.
On Mac, the message is “We cannot confirm whether the card operation completed.”
Fix: check the library (Local history or Documents) before signing again.
“The signing application on the eID could not be activated.” (iPhone)
Cause: the eID didn’t start its signing function.
Fix: close the NFC window and try again. If it happens again, check that the electronic signature is active on your eID.
“The handwritten signature could not be read from the eID.”
Cause: the image of the handwritten signature couldn’t be read from the eID.
Fix: hold the eID still and try again, or use the name mark.
The signing certificate can’t be used (Mac)
Messages: “The signing certificate expired on …” (followed by the date), “The certificate could not be confirmed offline in the MAI-issued eID chain.” or “The certificate does not permit document signing.”
Cause: the certificate on your eID has expired, isn’t valid yet, or can’t be used for signing.
Fix: CEI One can’t renew the certificate. Check the validity of your eID’s signing certificate.
“The PDF could not be signed.” (iPhone)
Cause: signing stopped for an unexpected reason.
Fix: hold the eID flat against the top of the iPhone until the end and try again.
PDF files
“PDF unavailable” (iPhone)
This window appears when you open a PDF from another app. The message tells you the cause:
- “This PDF cannot be read locally. Try a valid PDF file.” The file isn’t a valid PDF.
- “The PDF exceeds the 50 MB limit for on-device signing.” Use a smaller file.
- “The PDF could not be read in time.” The file is in the cloud and hasn’t been downloaded. Download it to Files first.
- “The selected PDF could not be opened.” Try again or save the file locally.
“This PDF cannot be signed locally because it is password-protected or restricted.”
Cause: the PDF has a password or restrictions.
On Mac, the message is “The PDF is password-protected and cannot be processed.”
Fix: ask for a copy without a password, or save one from the app you can open it in.
“This PDF was certified by its author, or locked by one of its signatures”
Cause: the author certified the document, or an existing signature locked it against any change, including new signatures.
Fix: ask the author for a copy that allows signing.
“The PDF contains an existing signature that is invalid or cannot be verified.”
Cause: the document already has a signature that fails verification.
Fix: choose an unsigned or fully valid document. You can see the problem by verifying the PDF in Verify signature or Analyze PDF.
The file can’t be opened on Mac
Messages: “The selected file cannot be read.”, “The selected file is not a valid PDF.”, “The selected PDF is too large to process safely.” or “Only PDF files can be analyzed.”
Fix: choose a valid PDF of up to 50 MB.
“No PDF document was received.” (Mac)
Cause: you used Services › Sign with CEI One or Verify with CEI One without a file selected.
Fix: select one or more PDFs in Finder, then choose the command again. See CEI One in Finder.
“Unable to generate the PDF” (identity report, iPhone)
Cause: the report couldn’t be created.
Fix: try again. If it happens again, read your eID again.
“Scanning unavailable” (iPhone)
- “Allow camera access in Settings to scan documents.” Allow camera access in Settings › CEI One.
- “There is not enough free space to prepare this PDF.” Free up space on your iPhone.
- “Camera access is restricted on this device.” The camera is blocked by the iPhone’s restrictions, for example in Screen Time or by a managed profile. Check the restrictions.
- “The camera could not complete the scan. Try again.” Start the scan again. If it happens again, close the app and open it again.
“Open the received PDF?” (iPhone)
Cause: you opened a PDF from another app while you had data entered on the current screen. The message says “The data entered on the current screen will be lost.”
Fix: choose Open to switch to the received PDF, or Cancel to stay where you were.
If you start an action from Shortcuts, Siri, Spotlight, the widget or Control Center while you’re working, the question is “Leave the current screen?”, with the same options.
Verifying signatures
For verdicts and warnings, see Signature verification results.
“The selected PDF could not be opened.” (iPhone)
Cause: the file you chose can’t be read.
Fix: choose the file again. If it’s in the cloud, download it first.
The verdict is “Valid with warnings” (on Mac, “Valid with limitations”) because of the internet connection
Cause: the certificate chain, the revocation status or the timestamp couldn’t be confirmed without internet access, or the report comes from the automatic verification in Local history.
Fix: connect to the internet and verify again.
On iPhone, choose Verify again.
On Mac, choose Reanalyze signatures in Documents, or analyze the PDF again.
The same PDF can get a different verdict on iPhone and on Mac, especially offline: for example, the practice document can show “The signatures are valid” on Mac but Valid with warnings on an offline iPhone. See Signature verification results.
“The signatures in this document could not be verified.” (iPhone) or “Details could not be loaded” (Mac)
Fix: try again.
On Mac, choose Try again.
“The document could not be saved to local history.” (iPhone)
Cause: the verified PDF couldn’t be kept.
Fix: check your free space and try again with Save to history.
App language
Siri phrases or Spotlight actions are in another language
CEI One’s actions in Siri, Spotlight and Shortcuts follow your iPhone’s language (Settings › General › Language & Region), not the language chosen in the app. On an iPhone set to Romanian, use the Romanian phrases. See Shortcuts, Siri, widget and Control Center.
iCloud
“There is no active iCloud account on this iPhone.” or “There is no active iCloud account on this Mac.”
Fix: sign in to iCloud in Settings (on Mac, System Settings) and try again.
“The iCloud account has changed.”
Cause: the device is signed in to a different iCloud account from the one used for the library.
Fix: switch back to the previous account, or turn off sync so you don’t mix the libraries.
“The library comes from a version that could not identify the iCloud account.”
Fix: choose Confirm current iCloud account in Settings › Sync › Private iCloud (on Mac, Settings › Private iCloud), then Confirm and sync, if this is the account you want to use.
“There is not enough iCloud storage. Local documents were not deleted.”
Fix: free up space in iCloud or buy more storage, then sync again.
“iCloud is currently unavailable.”
Cause: a network problem, or the iCloud service isn’t responding. Your local changes are kept.
Fix: wait and choose Sync now later.
“iCloud access is restricted”
Cause: the account has restrictions, for example a profile managed by a company.
Fix: check the account’s restrictions or the managed profile.
“iCloud sync could not be completed. Your local documents are safe.”
On Mac, the message is “Sync could not be completed. Local documents are safe.”
Fix: try again later with Sync now. The documents on your device aren’t affected.