FREQUENTLY ASKED QUESTIONS

1. How can I check if my computer is ready for work with an e-signature?
2. What should I do if, at the time of installing the root certificates in the Internet Explorer browser, I get the following message: "Certificate Is Not Responding"?
3. Is it possible to use the electronic signature, recorded in a Giesecke & Devrient USB token, with Android or iOS operating systems? Is it possible to install the necessary software applications in these operating systems?

1. How can I check if my computer is ready for work with an e-signature?
 

1. The following software must be installed on your computer: SafeSign Standard (for a Giesecke & Devrient (G&D) cryptographic USB token or smart card + card reader drivers). When you open SafeSign Standard, you should see your personal data (name and surname).
2. Root certificates must be imported into your browser.
3. Java must be updated on the computer (www.java.com).
4. Version XI of Adobe Reader must be installed on your computer.

Here you will find automated tools for preparation of your computer.




2. What should I do if, at the time of installing the root certificates in the Internet Explorer browser, I get the following message: "Certificate Is Not Responding"?

Most probably you are installing the root certificates directly from the opened ZIP file. You must first of all save the ZIP file with the root certificates to your computer, extract it and only then install the certificates. You can try to use the automated root certificate installation toolkit.





3. Is it possible to use the electronic signature, recorded in a Giesecke & Devrient USB token, with Android or iOS operating systems? Is it possible to install the necessary software applications in these operating systems?

If you use the Android or iOS operating system, we recommend you to use a mobile e-signature, since we cannot offer USB token and smart card drivers for the Android and iOS operating systems.



 

1. What is the maximum size of a file that can be signed with an e-signature in GoSign system?
2. I cannot sign a PDF document with my elektroninis.lt e-signature in the self-service system of the Centre of Registers or in the GoSign system. What should I do?
3. What actions should be taken in case of failure to connect to the self-service system of the Centre of Registers?
4. What to do in case, when viewing an e-signed electronic document in Adobe Reader, the signature panel displays only dots?
5. When viewing an e-signed electronic document in Adobe Reader, the signature panel displays a red X symbol and a "Signature invalid" message. What to do?
6. What should I do if, after e-signing a document in the self-service system of the Centre of Registers, I see that the document has been signed properly, but after checking it, the following message appears "Pasirašyta dokumento dalis, nepilnas dokumentas" (“Part of the document has been signed, the document is incomplete"), although the document consists of a single page?
7. What to do when, at the time of signing an electronic document in the self-service system of the Centre of Registers or in the GoSign system, the following error is displayed: "Įvyko nenumatyta el. parašo infrastruktūros klaida" ("An unforeseen error occurred in the electronic signature infrastructure")?
8. What should be done if, when viewing an e-signed electronic document in Adobe Reader, the signature panel displays a question mark and a "Validity Unknown" message?
9. Why, after e-signing a PDF document through the Certification Centre of the State Enterprise Centre of Registers, there is no green check mark in the signature field? What needs to be done in order to make it appear there?
10. Can I use the elektroninis.lt e-signature in the information systems of other countries?

1.What is the maximum size of a file that can be signed with an e-signature in GoSign system?

Please be informed that the maximum size of a PDF document that can be signed on the website www.gosign.lt is 6 MB.




2. I cannot sign a PDF document with my elektroninis.lt e-signature in the self-service system of the Centre of Registers or in the GoSign system. What should I do?

• Make sure that you have prepared your computer for work with elektroninis.lt, as indicated in the section Prepare your computer.
• Check if the size of the document does not exceed the maximum permitted size. The size limit for uploading documents in the Centre of Registers self-service system is 5 MB per document, in the GoSign system – up to 6 MB per document.
• If you are scanning a document, we recommend that you first save the scanned document in JPG format and then convert it to PDF format. To convert your documents, you can download and use any of the following applications: PrimoPDF or CutePDF.
• We recommend that you remove the currently installed version of Java and install the latest version from the website www.java.com.
• We recommend that you update your Internet browser to the latest version.

3.What actions should be taken in case of failure to connect to the self-service system of the Centre of Registers?

Make sure that your computer is properly prepared for work with an elektroninis.lt e-signature. Information on how to prepare your computer as well as automated computer preparation tools can be found here.




4.What to do in case, when viewing an e-signed electronic document in Adobe Reader, the signature panel displays only dots?

Most likely, the document has been scanned using outdated scanning software. Please update your scanner drivers and re-scan the document. We recommend that you first save the scanned document in JPG format and then convert it to PDF format. To convert the document to PDF format, you can download and use the following applications: PrimoPDF or CutePDF. If you are using Microsoft Office 2010, you can simply save the document in PDF format and sign it.




5.When viewing an e-signed electronic document in Adobe Reader, the signature panel displays a red X symbol and a "Signature invalid" message. What to do?

In the event of the above-described situation, you should repeatedly create and sign the document. If you are scanning the document, we recommend that you first of all save the scanned document in JPG format and then convert it to PDF format. To convert your documents, you can download and use the following applications: PrimoPDF or CutePDF. If you are using Microsoft Office 2010, you can simply save the document in PDF format and sign it.




6. What should I do if, after e-signing a document in the self-service system of the Centre of Registers, I see that the document has been signed properly, but after checking it, the following message appears "Pasirašyta dokumento dalis, nepilnas dokumentas" (“Part of the document has been signed, the document is incomplete"), although the document consists of a single page?

This happens when, after signing the document, you choose to open the signed document in Adobe Reader and then perform the action Save as. After signing the document, you should first of all save it to your computer, i.e. choose the option Save File, as shown in the picture below:
 
 



7. What to do when, at the time of signing an electronic document in the self-service system of the Centre of Registers or in the GoSign system, the following error is displayed: "Įvyko nenumatyta el. parašo infrastruktūros klaida" ("An unforeseen error occurred in the electronic signature infrastructure")?

We recommend that you uninstall the existing version of Java and install the latest version from the website www.java.com. After installing Java, please check to see if the Java plugin is enabled in the Add-ons Manager Plugins list in the Mozilla Firefox browser. If not, enable it.




8. What should be done if, when viewing an e-signed electronic document in Adobe Reader, the signature panel displays a question mark and a "Validity Unknown" message?

In order to enable Adobe Reader to properly verify your elektroninis.lt e-signature, you need to configure its settings. You can do this either on your own or using a special software application.




9. Why, after e-signing a PDF document through the Certification Centre of the State Enterprise Centre of Registers, there is no green check mark in the signature field? What needs to be done in order to make it appear there?

In this case, you need to install the Adobe Reader root certificates and change several settings. Here you can find the toolkit Adobe Reader settings, which will do all of this for you. If you fail to install it, you can adjust the settings on your own. Instructions and necessary documents can be found here.




10. Can I use the elektroninis.lt e-signature in the information systems of other countries?

You can use the elektroninis.lt e-signature for electronic signing in all Member States of the European Union. However, it depends on the decision of the owner of a particular information system.


 

1. What to do in case of failure to e-sign a PDF document in the Mozilla Firefox browser – failure to load the Java component?
2. What to do if SafeSign or SafeNet displays only one personal certificate or one of the certificates is displayed as inactive?
3. What to do when, at the time of signing a PDF document in the self-service system of the Centre of Registers or in the GoSign system, the following Java error is displayed: "security: PKIX path validation failed: java.security.cert.CertPathValidatorException: java.security.InvalidKeyException: Wrong key usage"?
4. Does the new model of USB (Gesiecke & Devrient) tokens, newly distributed by the Centre of Registers, work with the Windows XP operating system?
5. What to do if an e-signature works with Internet Explorer, but not with Mozilla Firefox?
6. I have several elektroninis.lt e-signature devices (an USB token or a smart card), one of which works correctly on the same computer and I can use my e-signature, but the other (identical) one does not. What should I do?

1.What to do in case of failure to e-sign a PDF document in the Mozilla Firefox browser – failure to load the Java component?

From 7 March 2017, the Mozilla Firefox browser (Version 52) discontinued support for external plugins (NPAPI) (including JAVA), which means that you will no longer be able to use a stationary e-signature with the Mozilla Firefox web browser. We recommend using the Internet Explorer browser.

In case of need to use a stationary e-signature with the Mozilla Firefox web browser, it is required to activate support for (NPAPI) plugins. This can be done with a version of Mozilla Firefox that is higher than 52.

Download Mozilla Firefox Extended Support Release (Version 52) by clicking on the following links:
https://ftp.mozilla.org/pub/firefox/releases/52.0esr/
https://www.mozilla.org/en-US/firefox/organizations/all/
 
NOTE:
The Centre of Registers accepts no responsibility for the consequences of the above actions and recommends that they be performed only by qualified specialists.




2.What to do if SafeSign or SafeNet displays only one personal certificate or one of the certificates is displayed as inactive?

Most probably you have deleted one of the certificates and will need to have the certificates recorded again. Please come to a branch or unit of the Centre of Registers and bring your e-signature USB token or smart card as well as your personal identification document with you. The price for this service is the same as for the updating of an e-signature.




3.What to do when, at the time of signing a PDF document in the self-service system of the Centre of Registers or in the GoSign system, the following Java error is displayed: "security: PKIX path validation failed: java.security.cert.CertPathValidatorException: java.security.InvalidKeyException: Wrong key usage"?

This error is specific to Java 7 Update 6 and later versions. To solve this problem, we recommend the following:

• Open the Control Panel on your computer,
• Open the Java Console menu,
• Select the Advanced tab and untick the box next to “Enable Online Certificate Validation”. 

4. Does the new model of USB (Gesiecke & Devrient) tokens, newly distributed by the Centre of Registers, work with the Windows XP operating system?

In early August 2017, the State Enterprise Centre of Registers started distributing a new model of USB (Gesiecke & Devrient) tokens, which work only with the latest version of SafeSign (Version 3.0.124), which can be found in this link.

Unfortunately, the above-mentioned software and USB tokens do not work with the Windows XP operating system, support for which was officially ended by Microsoft in 2014. The software described above and new USB tokens work with newer Windows operating systems.

If you have an old model of USB (Gesiecke & Devrient) tokens, you can find the version of SafeSign (Version 3.0.87) for the Windows XP operating system by clicking here.

You can check the currently installed version of SafeSign by opening this program. Click the Start button, then Programs or All Programs and find SafeSign Standard in the list of programs in Control Panel. Open it and click the Help button, and then – Version Information in the Product Information field.




5. What to do if an e-signature works with Internet Explorer, but not with Mozilla Firefox?

From 7 March 2017, the Mozilla Firefox browser (Version 52) discontinued support for external plugins (NPAPI) (including JAVA), which means that you will no longer be able to use a stationary e-signature with the Mozilla Firefox web browser. We recommend using the Internet Explorer browser.




6. I have several elektroninis.lt e-signature devices (an USB token or a smart card), one of which works correctly on the same computer and I can use my e-signature, but the other (identical) one does not. What should I do?

Please come to a customer service unit of the Centre of Registers and bring your defective USB token or smart card for inspection. Be sure to bring your personal identification document. If the USB token or smart card is defective, we will replace it.
 

1. What to do in the event of losing an USB token or smart card with an e-signature or in the event of suspecting that a password has become known to other persons? How to suspend a certificate so that it cannot be used by other persons?
2. Who should I contact to have my e-signature unlocked?
3. What to do if an e-signature has been locked due to repeatedly entering an incorrect password?
4. Is it possible to suspend or lock an e-signature?
5. How to check whether my e-signature certificate is locked or not?
6. What to do if, when logging in with my elektroninis.lt e-signature, I get the following error report "Nepavyko atidaryti sertifikatų saugyklos" ("Failed to open certificate repository") or "eToken is locked"?
7. What is to be done, when at the time of logging in to the self-service system of the Centre of Registers through the Internet Explorer browser and after clicking the Continue button, the Change Token Password window opens, but this action is not allowed?

1.  What to do in the event of losing an USB token or smart card with an e-signature or in the event of suspecting that a password has become known to other persons? How to suspend a certificate so that it cannot be used by other persons?

If you lose your cryptographic USB token or smart card or if it is stolen, or if your PIN code is compromised, you can suspend it by calling the following phone number: (8 5) 2688 388. The certificate will be suspended for 1 (one) month, after the customer identifies himself/herself as the holder of the certificate. The certificate can be re-activated only by the customer, who should bring his/her USB token or smart card and personal identification document to the nearest branch or unit of the Centre of Registers within 1 (one) month after the suspension of the certificate. If, at the end of that period, the customer fails to arrive at the Centre of Registers, the certificate will be revoked.




2. Who should I contact to have my e-signature unlocked?

To have your e-signature device (either an USB token or a smart card) unlocked, you should come to a customer service unit of the Centre of Registers and bring your e-signature USB token or smart card as well as your personal identification document with you. This service is provided for a fee (for more information about the prices, please click here).

If you have locked your mobile elektroninis.lt signature, please contact your mobile operator.




3. What to do if an e-signature has been locked due to repeatedly entering an incorrect password?

If you have an e-signature in an USB token or smart card, you must come to a branch or unit of the Centre of Registers and bring your e-signature USB token or smart card as well as your personal identification document with you. This service is provided for a fee (for more information about the prices, please click here).

If you have a mobile e-signature, please contact your mobile operator.




4. Is it possible to suspend or lock an e-signature?

If you lose your cryptographic USB token or smart card or if it is stolen, or if your PIN code is compromised, you can suspend it by calling the following phone number: (85) 2688 388. Certificates are suspended for 1 (one) month, after the customer identifies himself/herself as the holder of the certificates. An e-signature can be re-activated only by the customer, who should bring his/her USB token or smart card and personal identification document to any customer service unit of the Centre of Registers within 1 (one) month after the suspension of the e-signature. If, at the end of that period, the customer fails to arrive at the Centre of Registers, the validity of the certificates will be revoked.

If you want to suspend a mobile e-signature, please contact your mobile operator.




5. How to check whether my e-signature certificate is locked or not?

Try logging in to the self-service system of the Centre of Registers. If when entering your e-signature password, it is not accepted, most probably your e-signature has been locked. Information on what to do in case of locking an e-signature.




6. What to do if, when logging in with my elektroninis.lt e-signature, I get the following error report "Nepavyko atidaryti sertifikatų saugyklos" ("Failed to open certificate repository") or "eToken is locked"?

Most probably, you have locked your e-signature. Here you will find information on what to do in such a situation.




7. What is to be done, when at the time of logging in to the self-service system of the Centre of Registers through the Internet Explorer browser and after clicking the Continue button, the Change Token Password window opens, but this action is not allowed?

Your e-signature USB token has been locked. Here you will find information on what to do in such a situation.

 
 

1. What documents are needed in order to have e-signature certificates updated?
2. What documents are required and how much does it cost to have updated e-certificates recorded in an USB token for another person?
3. Does an e-signature password (PIN) change or remain the same after the updating of e-signature certificates?
4. What to do if, after the updating of my e-signature certificates, I am unable to use my e-signature (to e-sign documents or to log in)?
5. What do I do if I have an e-signature, but my last name has changed?

1. What documents are needed in order to have e-signature certificates updated?

To have your e-signature certificates updated (in either an USB token or a smart card), you must come to a customer service unit of the Centre of Registers. Be sure to bring your e-signature USB token or smart card and your personal identification document (a passport or an ID card) with you. For more information about the prices, please click here.

At the expiration of your mobile e-signature certificates, please contact your mobile operator. If you have mobile e-signatures issued by Tele2 or Telia, you can have them updated at the Centre of Registers too.




2. What documents are required and how much does it cost to have updated e-certificates recorded in an USB token for another person?

First u\you need to submit a free-form application for the revocation of the certificates recorded in your USB token and specify the following data of the person for whom new certificates will be issued and recorded in the USB token: name, surname and personal number. Then the specified person must come to the Centre of Registers with this application,  and bring the USB token and his/her personal identification document (ID card or passport) with him/her. In this case, the service fee of issuance of new certificates will be the as for the updating of certificates. For more information about the prices of the services, please click the following link.




3. Does an e-signature password (PIN) change or remain the same after the updating of e-signature certificates?

When e-signature certificates are updated, a new e-signature password (PIN) is issued.




4. What to do if, after the updating of my e-signature certificates, I am unable to use my e-signature (to e-sign documents or to log in)?

You should download and re-install the elektroninis.lt root certificates. You will find them here.
 



5. What do I do if I have an e-signature, but my last name has changed?

In this case, you need to come to a customer service unit of the Centre of Registers and bring your personal identification document (with your new last name) as well as your e-signature USB token or smart card with you. You will be issued new e-signature certificates, which will be valid for 2 years. In this case, the issuance of new certificates costs the same as the updating of certificates. Certificates will be updated within 1 working day.

1. Where and how can I buy an elektroninis.lt e-signature?
2. Are foreign citizens entitled to buy elektroninis.lt e-signatures?
3. At what age can a person buy an e-signature?
4. If a person already has a mobile e-signature, can that person also buy a stationary e-signature in an USB token? In such case, will the former one remain valid?
5. Is it possible to order an elektroninis.lt e-signature without having to go to the Centre of Registers?
6. Can I buy an elektroninis.lt e-signature and have it recorded it into my own USB token?
7. Can I buy an elektroninis.lt e-signature at a unit of the Centre of Registers? How long does the production or updating of the e-signature take?
8. Can a company buy an elektroninis.lt e-signature?
9. What documents are needed in order to buy an elektroninis.lt e-signature?
10. Can an invoice for the issuing / updating of an elekroninis.lt e-signature certificate be issued and submitted to a legal person?

1. Where and how can I buy an elektroninis.lt e-signature?

Full details of where and how you can buy an elektroninis.lt e-signature can be found by clicking the following link.




2. Are foreign citizens entitled to buy elektroninis.lt e-signatures?

Yes, the following foreign citizens are entitled to buy elektroninis.lt e-signatures:

• foreign citizens (who are not citizens of the European Union or of the Schengen countries which are not in the European Union) who have residence permits (cards) in the Republic of Lithuania cards. More information on how to buy elektroninis.lt e-signatures can be found in this link;
• citizens of the EU Member States and of the Schengen countries which are not in the EU who have personal identification documents and permits (certificates) for residence in the Republic of Lithuania. More information on how to buy elektroninis.lt e-signatures can be found by clicking this link. 

3. At what age can a person buy an e-signature?

Elektroninis.lt e-signatures are issued to natural persons who have reached the age of majority (18 years of age).




4. If a person already has a mobile e-signature, can that person also buy a stationary e-signature in an USB token? In such case, will the former one remain valid?

A person can have both a mobile and a e-signature in an USB token. Certificates will expire at the end of the each contract.
 



5. Is it possible to order an elektroninis.lt e-signature without having to go to the Centre of Registers?

Yes, elektroninis.lt e-signatures in cryptographic USB tokens can be ordered online. More information about this possibility is available here.




6. Can I buy an elektroninis.lt e-signature and have it recorded it into my own USB token?

Yes, provided that your USB token meets the requirements for e-signature equipment.




7. Can I buy an elektroninis.lt e-signature at a unit of the Centre of Registers? How long does the production or updating of the e-signature take?

You can buy an elektroninis.lt e-signature or have it updated at the Vilnius branch of the State Enterprise Centre of Registers at Lvovo str. 25, Vilnius. If you submit an application at a unit, the production of the e-signature will take longer than if you do it at a branch. However, in any case the production or updating of the e-signature will take no longer than 7 working days. For more detailed information about the production time limits, please contact our customer care staff at any branch or unit of the Centre of Registers.




8. Can a company buy an elektroninis.lt e-signature?

E-signature certificates are issued only to natural persons. However, invoices for electronic signature issuance services can be issued to a company. In such a case, a natural person must, along with other documents required for the issuing of the certificate, submit a free-form written consent of the legal entity to pay for the above-mentioned services, indicating the name and registration number of the legal person (company), and the first and last name and personal code of the specific natural person (employee).
At the company’s request, the Centre of Registers can issue employee certificates, associated with a person’s position at a particular company. More information about this service can be found here.




9. What documents are needed in order to buy an elektroninis.lt e-signature?

More information on what documents are needed in order to buy an elektroninis.lt e-signature can be found in this link.




10. Can an invoice for the issuing / updating of an elekroninis.lt e-signature certificate be issued and submitted to a legal entity?

If a natural person wishes that an invoice for the issuing / updating of an e-signature certificate is issued and submitted to a legal entity, he/she must, along with other documents required for the issuing / updating of the certificate, submit a free-form written consent of the legal entity to pay for the above-mentioned services, indicating the name and registration number of the legal person, and the first and last name and personal code of the specific natural person (employee).


 

1. What to do if, after the updating of my e-signature certificates, I am unable to use my e-signature (to e-sign documents or to log in)?
2. What to do when logging in to the self-service system of the Centre of Registers after the updating of e-signature certificates, the following error is returned: "Negauti reikalingi parametrai" ("Failure to retrieve the required parameters")?
3. How to change my e-signature password (PIN)?
4. Why am I not able to change my e-signature password? SafeNet shows "95%".
5. What should I do if I forgot my e-signature password?
6. What is to be done, when at the time of logging in to the self-service system of the Centre of Registers through the Internet Explorer browser and after clicking the Continue button, the Change Token Password window opens, but this action is not allowed?

1. What to do if, after the updating of my e-signature certificates, I am unable to use my e-signature (to e-sign documents or to log in)?

You should download and re-install the elektroninis.lt root certificates. You will find them here.
 



2. What to do when logging in to the self-service system of the Centre of Registers after the updating of e-signature certificates, the following error is returned: "Negauti reikalingi parametrai" ("Failure to retrieve the required parameters")?

We recommend that you repeatedly prepare your computer for work with an elektroninis.lt e-signature. You will find automated tools for preparation of your computer here.




3. How to change my e-signature password (PIN)?

The e-signature password (PIN) can be changed by following the instructions below:

• Password changing instructions for users of Gesiecke & Devrient USB tokens or smart cards;
• Information for users of mobile e-signatures on how to change sPIN. 

4. Why am I not able to change my e-signature password? SafeNet shows "95%".

Your new password must include upper- and lower-case letters and numerals, for example, AAaa11. The password will be changed only when it completely fulfils the requirements and SafeNet shows "100%".




5. What should I do if I forgot my e-signature password?

If you have an elektroninis.lt e-signature either in an USB token or a smart card, you must come to a customer service unit of the Centre of Registers and bring your e-signature USB token or smart card as well as your personal identification document with you. This service is provided for a fee (for more information about the prices, please click here).

If you have a mobile e-signature, please contact your mobile operator.




6. What is to be done, when at the time of logging in to the self-service system of the Centre of Registers through the Internet Explorer browser and after clicking the Continue button, the Change Token Password window opens, but this action is not allowed?

Your e-signature USB token has been locked. Here you will find information on what to do in such a situation.

 

1. How to find out when my e-signature expires?
2. What to do if the period of validity of e-signature certificates has expired?
3. I have an e-signature issued in a foreign country. Is it valid in Lithuania?

1.  How to find out when my e-signature expires?

Elektroninis.lt e-signatures are valid for 2 years from the date of issue. The date of issue is specified in the contract, the expiry date is also indicated in the certificate itself.

• If you have an elektroninis.lt e-signature either in a Gesiecke & Devrient USB token or a smart card, please follow this link.
• If you have a mobile e-signature, please contact your mobile operator for more information.

2. What to do if the period of validity of e-signature certificates has expired?

To have your e-signature certificates updated in USB token, you must come to the branch or unit of the Centre of Registers. Be sure to bring your personal identification document (a passport or an ID card) and your e-signature USB token or smart card with you. For more information about the prices of elektroninis.lt services, please click here.

At the expiration of your mobile e-signature certificates, please contact your mobile operator. If you have mobile e-signatures issued by Tele2 or Telia, you can have them updated at the Centre of Registers too.




3. I have an e-signature issued in a foreign country. Is it valid in Lithuania?

An e-signature, issued in a foreign country, is valid in Lithuania in case the e-signature provider is included in the Trusted Lists of Certification Service Providers (TSL). More information is available on the website of the Communications Regulatory Authority. In the systems of the Centre of Registers (including www.gosign.lt), documents can be signed with the e-signature issued by the following certification centres:

• State Enterprise Centre of Registers (including mobile communications operators);
• Personalisation of Identity Documents Centre under the Ministry of the Interior of the Republic of Lithuania (issued in personal identity cards).