To find the source of the error, pay attention to following points:

what does the message say
in a pop-up window

when was the last time I worked
signature and what were
changes have been made to the software

does the signature work on another
computer

has it expired
license or certificate

If the error message window is blocked, turn on the “Allow pop-up windows” option in your browser settings and restart the browser. If it doesn’t help, temporarily disable your antivirus program; it often causes blocking. After reading the error message, you can understand how to restore the functionality of the digital signature.

The signature does not work on a specific device. In this case, you need to update installed programs and reconfigure the system on the PC where the error occurs. To update the CryptoPro complex of cryptographic protection modules, erase old expired digital signature certificates. Then install new ones by selecting them through the “Tools” tab. This will help you avoid mistakes when working with documentation.

The CryptoPro license has expired. To renew your license, contact the employees of the company where you purchased it, or get a new one by contacting our Certification Center. After renewing (purchasing) the license, enter serial number in the section “Manage CryptoPro PKI licenses”.

The wrong certificate was used. One of the most common errors among those who manage several CPUs simultaneously. The error message about the inconsistency with the signed document or the message “The digital signature certificate does not match the one loaded in the profile” is due to the fact that media with a different certificate is inserted. Check all media inserted into the USB connectors, as well as the correct certificate selection.

Mail does not see the certificate. At the stage of signing the document, incorrectly configured email settings do not allow you to find the required certificate. This happens when the e-mail specified when making the signature does not match the current one. To resolve the error, enter the correct email address in the system settings.

File attachment failed. A message stating that “The document could not be signed” may also appear when the size of the attached file is too large. The volume of the attached object should be reduced. Alternatively, you can upload the document page by page or split it into several files.

5 reasons to contact us

Even experienced users may have problems using digital signatures. If the message “The electronic signature does not match the signed document” pops up, our clients do not stop their work and do not waste valuable time.

We have professional digital signature specialists working for you who will advise you over the phone or promptly come to your office.

We issue certificates for work on all platforms - auctions under 44-FZ, 223-FZ, commercial auctions, bankrupt auctions, state portals. We also monitor the timely renewal of certificates.

The error occurs due to the fact that the CIPF “VipNet CSP” was not registered during the initial connection to the 1C-Reporting service. We invite you to read the registration instructions.

Product registration instructionsVipNetCSP.

1. To register the “VipNet CSP” product, go to “Start” → “All Programs” → “ViPNet” → “ViPNet CSP” → “Configuring the ViPNet CSP Crypto Provider” ( rice. 1.).

Rice. 1.

2. A window will open in front of you the following type (rice. 2.), select “Register ViPNet CSP” and click the “Next” button.

Rice. 2.

3. In the next window, select “Request for registration (get registration code)” and click the “Next” button ( rice. 3.).

Rice. 3.

4. In the “Registration Request Method” window ( rice. 4.) select “Via the Internet (online)”. In this case, your computer must be connected to the Internet. Click "Next".

Rice. 4.

5. In the “Registration Data” window ( rice. 5.) fill in all fields and enter your serial number for ViPNet CSP (The serial number was indicated during registration (Figure 5), it was also sent during registration to the email address you specified (Figure 5)). Click "Next".

Rice. 5.

6. If registration was successful, the installer will notify you about this ( rice. 6.). Click the "Done" button.

Rice. 6.

7. The “ViPNet CSP Configuration” window will open ( rice. 7.). Click the “OK” button there.

Rice. 7.

The product is registered.

When you try to view a document, the message "Failed to load content/Failed to decrypt content/Failed to decrypt documents/Failed to decrypt files" appears.

When viewing a document, an error occurs, the details of which include the following message:

“It was not possible to decrypt the documents. There is no certificate on the computer that encrypts these documents. If you have one of these certificates, install it according to the instructions: “How to install a certificate.”

"The content could not be loaded. It was not possible to decrypt the documents." Please check that you have the certificate and private key required to decrypt the data. Error while decrypting data.

The error will indicate the certificate with which the document was encrypted.

IN Pension Fund reporting: “Install the certificate on your computer, or insert a USB drive with the required certificate, or contact technical support.”

These errors occur when the certificate to which the document being opened is encrypted is not installed at the workplace. Documents that come from regulatory authorities and contain the results of checking reports (for example, receipts from the Federal Tax Service or protocols from the Pension Fund of Russia) are encrypted using the certificate with which the report was sent.

Thus, to resolve the issue it is necessary:

• Connect the key media containing the required certificate to your computer and try to view the document again. The certificate must first be installed via CryptoPro CSP (see)

• Install the certificate in the registry (see).

When there are many certificates, it is more convenient to install them using the diagnostic service. If you are using the Internet Explorer browser, you must click the Install certificates button. If you are using a different browser, then click the Download this program button, find it in the list of downloads and run it, then click Install certificates.

If the proposed solution does not help resolve the problem, you must contact technical support at [email protected] the following information:

• Screenshot of the error;
• The exact date and time of sending the report, as well as the TIN and KPP of the sending organization.

Important: if you are unable to find the required certificate, to obtain the documents you can contact the relevant regulatory authority with a request to upload them to a medium in person or generate and send a letter with document flow to the Kontur.Extern system.

Also note that you can store documents in decrypted form on your computer using the Kontur.Archive program. Certificates will only be required at the time of saving documents to the Archive, and after that you can view documents without a certificate and even without the Internet.
Main advantages of the program:

• stores not only original documents, but also printed forms;
• convenient search for documents;
• After installing and configuring the Archive, no additional actions are required in order for documents to be saved in the Archive - the service does everything automatically.