to ist client users: you may be able to resolve common
TRANSCRIPT
To IST Client Users:
You may be able to resolve common issues with the IST Install yourself.
See Table of Contents for listing
IST 3.3 is the current released version and this is a mandatory update. Early version will no longer be supported.
New profiles must be created by an IST Administrator before the IST Client can be installed completely.
However, there are solutions that do not require contacting GCS Helpdesk or your IST Admin, check the solutions
provided in this document.
INSTALL LINKs:
InCenter:
IST Install Notes:
http://incenter.medical.philips.com/doclib/getdoc.aspx?func=ll&objid=6414984&objaction=open
Standard IST 3.3 Install. Can be used by anyone that have admin rights on there PC.
http://incenter.medical.philips.com/doclib/getdoc.aspx?func=ll&objid=9917882&objaction=open
Zeppelin Scripted IST 3.3 Install. For Zeppelin PCs. If unsure, use the standard version above.
http://incenter.medical.philips.com/doclib/getdoc.aspx?func=ll&objid=6876400&objaction=open
For Philips Field Service Engineers, the Zeppelin scripted IST 3.3 on InCenter above, can also be found on
the Zeppelin site, Service Applications: IST (Integrated Security Tool) Client 3.3.0.20190703.
Table of Contents IST Client Users .................................................................................................................................................................................................................................... 5
IST Client: Information Collection for Installation Issues ............................................................................................................................................................. 5
IST Client: "ALS" Error ..................................................................................................................................................................................................................... 6
IST Client: "Restarting IST" Error ................................................................................................................................................................................................... 7
IST Client: "Certificate Activation Failure" Error ........................................................................................................................................................................... 7
IST Client: OS Updates being blocked due to IST/IST drivers .................................................................................................................................................. 8
IST Client: Client Error 3000, account not found .......................................................................................................................................................................... 8
IST Client: Smartcard - Security Device Invalid............................................................................................................................................................................ 9
IST Client: Clock Error ......................................................................................................................................................................................................................... 10
IST Client: HTTP/Network/Queued for later error ...................................................................................................................................................................... 11
IST Client: No Activation Code Received .................................................................................................................................................................................... 12
IST Client: 5001 Error ..................................................................................................................................................................................................................... 14
IST Client: 5002 Error ..................................................................................................................................................................................................................... 14
IST Client: Second PC Setup/PP Key Charging ........................................................................................................................................................................ 15
IST Client: Second PC Setup/PP Key Charging Cont… ........................................................................................................................................................... 16
IST Client Installation Notes .............................................................................................................................................................................................................. 17
Link: InCenter IST Client 3.3 Install Notes .......................................................................................................................................................................................... 17
IST 3.3 In-place Install ........................................................................................................................................................................................................................ 17
IST Client 3.3: In-place installation ............................................................................................................................................................................................... 17
IST 3.3 Full Install ............................................................................................................................................................................................................................... 18
IST Client 3.3: Full installation ....................................................................................................................................................................................................... 18
IST 3.3 Update In-place Install ........................................................................................................................................................................................................... 19
IST Client 3.3+ Updates (3.3+ are 3.4 and higher versions) .................................................................................................................................................... 19
IST Client: Parallel Port Keys ........................................................................................................................................................................................................ 28
Document Version Information .......................................................................................................................................................................................................... 29
IST Client Users
IST Client: Information Collection for Installation Issues
IST Client Information Collection
For most issues related to IST, the following information is needed to determine a cause/solution
Please collect/provide the following information
Email address being used in the IST registration (business emails only)
Any error message(s) and when they occur during the installation, include screen shots. e.g. The installation completed. The "device registration" was successful but I get a 1234 error when I try to get the certificate. <screenshot>
Computer information of your primary PC (the primary is the PC where the IST Certificate will be stored) as IST/certificate can only be installed on one device.
o Verify you have removed IST on all other systems o Verify this is not installed ona virtual machine (VMs are not supported). o Get the Device/System ID of the Primary PC (the primary is the PC where the IST Certificate will be stored).
This can be found during the Device Registration on the IST Registration window, during the new certificate request, etc.
o Computer/System name and operating system (OS) For Win7, Windows Control Panel>System For Win10, "System Information"
Attach/send the log file(s) created during the install Every time you run the install, a new log file is created ("Setup Log <date & #number>.txt"). The file(s) is located in the same directory as the IST Installation EXE file. If you run the install 3 times, there will be three log files, please send all log files.
If the IST log file exists, please send as well. This will not be available for new installs.
IST Client: "ALS" Error
IST Client ALS Error (Application Layer Security)
Possible Cause
IST 3.3 can only be installed on one "Primary" PC for any single user account. The Primary PC (PC#1) being the PC where the IST Certificate is stored & updated, and where service keys can be charged. If IST is being installed on a PC that is not found in the database, the PC is not associated with the user's account, or the PC is marked archived, a temporarily ALS error may result. Common error when moving over to another laptop, when more than one instance of IST may be running or was run recently.
Current Solution(s)
Please verify that IST has been removed from other devices before you run the procedure below.
INFORMATION REQUIRED: Collect this information during the re-install for analysis. If installing 3.3 over an earlier version (e.g. 3.2), you must uninstall IST 3.x and reboot. If installing version 3.3 over 3.3, use an "in-place" install described below. There is no need to uninstall 3.3 and/or re-boot. You must have admin rights, internet connection and access to your email to complete. Be aware some firewalls/proxys may block the IST requests (registration, certificate new/renew, etc.) to the IST server.
For the re-install you MUST use ***** Reset Registration Data *****. Install:
1. Remove IST from all other systemsReason: After installing IST 3.3 on PC#1, if any other PC attempts to renew an IST certificate, it may disable the primary.
2. Choose the primary PC (PC#1) where 3.3 will be installed.This will be the only PC to have an IST Certificate and have the ability to charge service keys.
3. Using PC#1, create a new folder on your desktop where you can store the install file and save the install log files.4. Download/Save the IST 3.3 install file to the folder you created as install logs will be created here as well.
http://incenter.medical.philips.com/doclib/getdoc.aspx?func=ll&objid=9917882&objaction=open5. Right click the IST 3.3 install, Run as administrator
6. Follow the install prompts however, make sure that, when prompted, youreset the registration data. If you do not do this, you will need to start again @ step #5.
7. Fill in the registration carefully BE SURE to write down the System ID and click OK.
8. Request the device activation code. Check your email and activate.This should resolve the ALS error, if no, jump back to #5 for a second time. More than two should be escalated for review butsend the required info including log files from install, System ID in #7, and the computer name.
9. Request and IST Certificate from the IST Control Panel.A 5003 Server Error is not unexpected after recovering from the ALS error. Jump back to step #5 and the install shouldcomplete without ALS or 5003 errors. When you have the certificate installed, reboot.
If error persists, click link below The email used for the registration, the System ID on the registration window (see #7 above), the Computer/System name and screenshot of error
IST Client: "Restarting IST" Error
IST Client: "Certificate Activation Failure" Error IST Client Roll back for IST 3.3 installation issues
Possible Cause
-"Restarting IST" and "Certificate Activation Failure": Likely caused by setting/support of TLS on your device and it may require a Microsoft update. NOTE: Windows 7 will no longer be supported by Microsoft in Jan 2020. It is recommended that you update your operating system.
Current Solution Please contact GCS and the IST Administration with the following using link below.
Sumit the following information
Email address being used in the registration (Business emails only)
Your error(s), include screen shots
Computer information of your primary PC (the primary is the PC where the IST Certificate will be stored) as IST/certificatecan only be installed on one device.
o Verify you have removed IST on all other systems ando Verify this is not a virtual machine (VMs are not supported).o Get the Device/System ID of the Primary PC
This can be found on the IST Registration window during the initial device registration, new certificate, etc.
o Computer/System name and operating system (OS)For Win7, Windows Control Panel>System For Win10, "System Information"
Attach/send the log file(s) created during the installEvery time you run the install, a new log file is created ("Setup Log <date & #number>.txt"). The file(s) is located in thesame directory as the IST Installation EXE file. If you run the install 3 times, there will be three log files, please send all.
.
If error persists, click link below The email used for the registration, the System ID on the registration window (see #7 above), the Computer/System name and screenshot of error
IST Client: OS Updates being blocked due to IST/IST drivers
IST Client Windows 10 Update blocked
Possible Cause
Older version of IST had a signed ISTFSF decryption driver that was not signed by Microsoft. If Win10 was configured to enforce signed driver install, it will not allow non-MS signed drivers. Initially, IST 3.2.4, and first versions of IST 3.3 did not have the MS signed driver which caused issues.
Current Solution
Currently, IST 3.3 has the proper drivers as not to cause issues with Win10. It is required that you update to IST 3.3 and this should resolve all issues regarding the ISTFSF driver. Regardless, if errors occurs, we suggest the following:
1. If you have a service key, charge if possible. This can be used while the updates are being performed. 2. Remove IST and reboot. This should allow the Win 10 updates to occur. 3. Wait for the Windows 10 Updates to complete 4. Re-install IST 3.3 or higher.
IMPORTANT Be sure to select the "Reset registration data" option during the install when the option appears, as the newer install may alter your system's Device ID which may result in an ALS error.
IST Client: Client Error 3000, account not found
IST Client New Device Activation, Error 3000, "Account <[email protected]> not found"
Possible Cause
The IST 3.3 Registration is not finding an active account with entitlements. If you do not need IST Client to view encrypted documents or charge Service keys, IST Client will not install on your PC.
Current Solution
Please contact your regional IST Administrator to have your profile checked. IST Client is only needed if you need to view encrypted documents or charge Service keys. You must use a business domain email account. Gmail, Yahoo, Wanadoo, Comcast, Hotmail, etc. are not accepted.
If error persists, click link below The email used for the registration, the System ID on the registration window (see #7 above), the Computer/System name and screenshot of error
IST Client: Smartcard - Security Device Invalid
IST Client "Security Device Invalid" message when SC plugged in
Possible Cause
The reason you are getting the error is that the certificate on the smartcard was created with IST Client 3.2.4 which is not compatible with 3.3. The smartcard needs to be charged again using IST 3.3. The 3.2 certificate will be overwritten. The 3.3 certificate is backward compatible, the 3.2 certificate is NOT forward compatible.
Current Solution
Please do the following: 1. Pull out the service key (the smartcard & reader2. Log into the IST certificate on your PC
Status should be “Ready”, Expiration date in the future
Get a "New Certificate" if necessary.
3. Plug in the service keyIf the key has been assigned to your profile, It should start charging after the key isrecognized by your PC and the error should not return.
4. If the key does not charge, check the IST Entitlements.Is the SC listed at bottom of file?
If yes, wait until the reader is seen by the OS. If the card does not appear in the IST Control Panel, a driver may need to be updated, contact [email protected]. If no, contact the [email protected] to get the card assigned to your account. Provide the device IDs for both the IST Certificate and the smartcard. Both should appear in the IST Control Panel.
IST Client: Clock Error
IST Client: IST Certificate shows status of Clock Error
Possible Cause
This error will appear if the clock on the PC running IST Client is out of sync with the server clock. The issue may occur if the clock was changed (Daylight Savings Time, manually changing clock traveling, etc.), however, it has been known to happen on some systems more often than others with no obvious cause. We believe that some clock settings may cause issues as e.g., a VPN connection change clock settings and in some cases remove access to the "Internet Time" tab which can be used to keep the system clock in sync.
Current Solution
Request a "New Certificate" and activate, this will clear the clock error but the underlying cause may still remain.
Renewing your IST Certificate will NOT resolve this issue. Renew will update your entitlements and certificate expiration date only. If this issue happen frequently, please document and send details as to your clock setting, when issue occurred and IST log file.
If error persists, click link below The email used for the registration, the System ID on the registration window (see #7 above), the Computer/System name and screenshot of error
IST Client: HTTP/Network/Queued for later error
IST Client HTTP/Network/Queued for later error when connecting to the IST Server
Possible Cause
This is most likely caused by
Proxy server
Firewall setting
Network connection not available/not found
Current Solution
The IST Client communicates to our servers over the public internet, at address www.certserver.digsec.healthcare.philips.com over the same ports/protocols as always, the same as web browsers, i.e. HTTP (TCP 80) or HTTPS (TCP 443). A PGN/VPN connection is not needed. You may want to check with your IT group to ensure the communications are not being blocked.
- If you are using a proxy server, prior to exercising IST Client/Server activities (e.g. Registration, New/Renew Certificate) you If you are using a proxy server, prior to exercising IST Client/Server activities (e.g. Registration, New/Renew Certificate) you should ensure that a proxy session is active by opening an Internet Explorer (IE) window and navigating to any internet site (e.g. www.msn.com ). Leaving this tab open, create a new IE tab/window Navigate to the IST Certificate Server
https://www.certserver.digsec.healthcare.philips.com The window should remain blank, but there should not be any errors. If there are errors, please reply with any errors displayed or contact your IT. IST Client connects to IST servers using the same port as IE.
Leave the IE window open and try running the IST again
- Firewall setting may also be a factor Check settings for Philips IST Certificate Service During the install, you may have been asked to allow the IST Certificate Service to pass through your firewall.
- Changing your network may help. If you are able to connect to another network you may want to test if the connection is resolved.
If error persists, click link below The email used for the registration, the System ID on the registration window (see #7 above), the Computer/System name and screenshot of error
IST Client: No Activation Code Received
IST Client User is not finding/getting activation code
Possible Cause
If running 3.2.4, upgrade to 3.3 (3.2.4 support will be discontinued in Dec 2019). There are various reasons that the activation code email is not found
Email sent but not in Inbox, maybe placed in the "Junk mail" folder
Users email server may be blocking email as SPAM
Email may be placed on an "Undeliverable List" on the IST email server for some reason e.g. it may have bounced in the past or been rejected by user email server
The request may not have been made. e.g. Device activation is not automatic, you need to request the code by clicking the button (see below)
NOTE: Unlike earlier versions of IST Client, IST Client 3.3 now requires two activations codes, (#1)one after the install for the device registration, and (#2) one for each time a new certificate is requested.
Current Solution
Always check junk mail folder first. For Device Registration Activation Code (#1) From: Philips IST Activation <[email protected]> Subject: "Philips IST Registration Activation Email - <[email protected]>" For Certificate Activation Code (#2) From: Philips IST Activation <[email protected]> Subject: "Philips Activation Email - <[email protected]>" If this is a new install, (#1) Device Activation must be completed first
It must be requested, it is not sent automatically. Did you "Request Activation Code" . . . . . . . . . What is the Status (#2), Success or Error? This will help determine the cause. (#2) Certificate Activation works same as earlier versions. By selecting the existing certificate clicking "Properties" then "New Certificate" and follow prompts.
. . . . . . . .
Or if the certificate is not yet present, click "IST Certificate" and follow prompts . . . . . . . . . . . . . . . . . . . If error persists, click link below The email used for the registration, the System ID on the registration window (see #7 above), the Computer/System name and screenshot of error
IST Client IST Passwords: Forgot Password, Change Password
Possible Cause
You may wish to change your password for security reasons or because you have forgotten it. If IST is installed, this is a self-serve operation. Your IST Password is set anytime you request an IST Certificate. It is used in many places:
1. InCenter. If you have IST Client installed. 2. Logging into your IST Certificate on your PC when running the IST Client 3. Logging into your IST Certificate on your smartcard service key when inserting the key on a PC running IST or
a medical device running ICE, (IST for Customer Equipment). 4. A Parallel Port Key charged with your IST Client (first 8 chars of the IST Password only) 5. Other websites using IST access control
Current Solution
For any reason that you need to change or reset your IST password. You may or may not have a service key.
Please do the following: 1. Pull out the service key (the smartcard & reader), or parallel port key if you have one 2. Open the IST control panel 3. Follow the diagram below to get a new certificate and in the process, reset your password.
4. When the certificate is retrieved and activated, log into the certificate with your new password. If you have a service key (Omnikey with smartcard OR parallel port key)
5. Plug in the service key Smartcards assigned to your profile will charge automatically. PMSSec HWKey (parallel port key) needs to be connected and charged using
NOTE that you will need to have a connector configured to attach the PMSSec HWKey.
IST Client: 5001 Error
IST Client 5001 error when requesting a new certificate on the IST Client.
Possible Cause
Error may be due to a network connection preventing a connection with the IST Server.
Current Solution 1. Send an email to the IST Administrator so that we may check the servers for issues.
this should always be done so that we can check the servers logs for errors and resolve if possible.
2. Repeat requestThe network issue may resolve itself.
IST Client: 5002 Error
IST Client 5002 error when IST Client making requests of IST Server on the IST Client.
Possible Cause
User account in the IST Database associated with the email is NOT "Active"
Current Solution Contact your IST Administrator to check your profile.
IST Client: Second PC Setup/PP Key Charging IST Client Second PCs required
Possible Cause
IST 3.3 no longer supports multiple installations w/ certificates. A second certificate will disable the previous device.
Current Solution
If you do require a second PC Choose a "Primary" PC (stores certificate, allows service key charging)
1. If you have IST 3.3 installed on any other PC, you may want to remove those instances. If the PC is running 3.2.4, you can remove the IST certificate and registration (see below)
2. Install IST 3.3 on the Primary PC to be used to charge your service key (smartcard & reader). 3. Register this laptop with the device authorization code 4. Register your account and get a new certificate and activate. 5. To charge smartcard, log into the IST Certificate from Step #4 and insert the service key
If the smartcard is assigned to your profile, it should charge barring driver/hardware issues. 6. This service key can now be used in medical devices or other PCs running IST to view documents, run apps and charge
parallel ports Secondary PC with 3.3
1. Install IST 3.3 on the second PC 2. Register with the authorization code and stop
Do not send in you registration data and try to retrieve a certificate. If you retrieve a certificate on the second system, it will disable the first, preventing you from updating the certificate (see ALS error).
Secondary PC with 3.2.4 (32 or 64 bit), as some require older PCs in order to charge Parallel Port Keys.
1. You do not need to remove IST 3.2.4, you may leave it in place. 2. Remove the registration information and IST Certificate from the Windows Registry.
a. Find and run the registry editor either "regedit" or "regedt32" Allow the program to make changes
b. Navigate to
HKEY_CURRENT_USER\Software\Philips\IST c. Find the registration and IST Certificate (format 12345-54321).
Right click and delete. d. When you need to use this PC going forward, plugin the service key created on the primary PC.
See next diagram
IST Client: Second PC Setup/PP Key Charging Cont…
IST Client Installation Notes
Link: InCenter IST Client 3.3 Install Notes
http://incenter.medical.philips.com/doclib/getdoc.aspx?func=ll&objid=6414984&objaction=open
IST 3.3 In-place Install
IST Client 3.3: In-place installation This should be used when there are issues/errors encountered during the 3.3 update install. Installation Notes: Installing 3.3 over 3.3 does not require that IST be un-installed before reinstalling. However, #4 below, Resetting the registration data is critical. Please install IST on only one PC.
1. Make sure that IST has been removed from all other PCs as multiple installs WILL cause issues. 2. Create a new folder on your desktop on your Primary PC.
This will make finding the install log files easier and avoid confusion as the log files generated will be created in the folder with the IST Install EXE file. Each install will create a new log. If issues persist, send the log files created in this folder during the install(s).
3. Download the new IST 3.3 and move the EXE file into the folder just created.
http://incenter.medical.philips.com/doclib/getdoc.aspx?func=ll&objid=9917882&objaction=open
4. Since you are installing IST 3.3 over IST 3.3, you do not need to uninstall first. Open the folder with the IST install Right click EXE file and "Run as administrator"
IMPORTANT Be sure to select the "Reset registration data" option during the install when prompted.
5. Register your Primary PC 6. Request a certificate 7. Reboot your device to complete the install
IST 3.3 Full Install
IST Client 3.3: Full installation
This process should be used when updating to 3.3 or higher, from versions prior to 3.3 Installation Notes: Removing IST from other non-primary devices and resetting the registration data (step #6) are critical. Please install IST on only one PC which will be used as your primary device.
1. Remove any IST versions from all devices created under your email address. If you are running older version of IST on system to be used as non-primary devices (e.g. charging parallel port keys etc.), you may leave IST but it is recommended you run the system without an IST certificate.
2. Remove IST from the primary device and reboot your system to remove drivers. 3. Create a new folder on your desktop.
This will make finding the install log files easier and avoid confusion as the log files generated will be created in the folder with the IST Install EXE file. Each install will create a new log.
4. Download the new IST 3.3 and move the EXE file into the folder just created.
http://incenter.medical.philips.com/doclib/getdoc.aspx?func=ll&objid=9917882&objaction=open
5. Open the folder with the IST install Right click EXE file and "Run as administrator"
6. IMPORTANT
Be sure to select the "Reset registration data" option during the install if/when prompted. Be very careful to type your email correctly in the registration
IST 3.3 Update In-place Install
IST Client 3.3+ Updates (3.3+ are 3.4 and higher versions)
This process should be used when updating from 3.3 to future versions of IST Client until otherwise noted. This does not apply to versions of IST Client prior to 3.3.
Installation Notes: Installing 3.3+ over similar versions of IST Client like 3.3 does not require that IST be un-installed before reinstalling. This process is to be used on the primary PC only.
1. Make sure that the IST update is being installed on the primary PC, other versions on secondary systems may be left alone at this time.2. Create a new folder on your desktop on your Primary PC.
This will make finding the install log files easier and avoid confusion as the log files generatedwill be created in the folder with the IST Install EXE file. Each install will create a new log.
3. Download the new IST 3.3 and move the EXE file into the folder just created.
http://incenter.medical.philips.com/doclib/getdoc.aspx?func=ll&objid=9917882&objaction=open4. Since you are installing IST 3.3 over IST 3.3, you do not need to uninstall first.
Open the folder with the IST installRight click EXE file and "Run as administrator"
5. Assuming that IST Client was working fine on this device previously, you using the same email and have not made major OS/hardware updates, youmay choose to "Keep registration data" as this will save time during the installation process.Follow the remaining install prompts.