The error occurs due to the fact that the VipNet CSP CIPF 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 product "VipNet CSP", go to "Start" → "All Programs" → "ViPNet" → "ViPNet CSP" → "Configuring the ViPNet CSP Cryptographic Provider" ( rice. 1.).

Rice. 1.

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

Rice. 2.

3. In the next window, select the “Request for registration (get registration code)” item 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 specified during registration (Picture 5), it was also sent during registration to the e-mail address you specified (Picture 5)). Click "Next".

Rice. 5.

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

Rice. 6.

7. The ViPNet CSP Settings window will open ( rice. 7.). Click the "OK" button in it.

Rice. 7.

The product is registered.

"Failed to load content/Failed to decrypt content/Failed to decrypt documents/Failed to decrypt files" message when trying to view a document

When viewing the document, an error occurs, in the details of which the message is:

"Unable to decrypt documents. The computer does not have a certificate that encrypts these documents. If you have one of these certificates, install it following the instructions: "How to install a certificate."

"Failed to load content. Failed to decrypt documents." Please check that you have the certificate and private key needed to decrypt the data. Error decrypting data.

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

IN FIU reporting: "Install the certificate on the computer, or insert the USB stick with the desired certificate, or contact technical support."

These errors occur when a certificate is not installed at the workplace, on which the document being opened is encrypted. 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 FIU) are encrypted with the certificate with which the report was submitted.

Thus, in order to resolve the issue, it is necessary:

• Connect the key medium containing the required certificate to the 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 did not solve the problem, you must provide technical support at [email protected] the following information:

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

Important: if you could not find the necessary certificate, to obtain the documents, you can contact the appropriate regulatory authority with a request to upload it to a carrier in person or generate and send a letter with the document flow to the Kontur.Extern system.

Also note that you can store decrypted documents on your computer using the Contour.Archive program. Certificates will be required only at the time of saving documents to the Archive, and after that you can view documents without a certificate and even without the Internet.
The 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 steps are required to save documents to the Archive — the service does everything automatically.

To find the source of the error, look at following points:

what the message says
in a popup window

when was the last time you 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 window with the error message is blocked, enable the "Allow pop-up windows" item in the browser settings and restart the browser. It did not help - temporarily disable the anti-virus program, it is often the cause of blocking. After reading the error message, you will be able to understand how to restore the EDS.

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 complex of cryptographic protection modules "CryptoPro", delete the old expired ES certificates. Then install new ones by selecting them through the "Service" tab. This will help to avoid mistakes in working with documentation.

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

Wrong certificate used. One of the most common mistakes among those who manage several CPUs at the same time. The error in the appearance of an inscription about the inconsistency with the signed document or the message "The digital signature certificate does not match the one loaded in the profile" lies in the fact that a medium with a different certificate is inserted. Check all the media inserted into the USB connectors, as well as the correct choice of the certificate.

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

Failed to attach file. The message that "Failed to sign the document" may also appear when the size of the attached file is too large. Reduce the size of the attached object. Alternatively, you can upload the document page by page or by splitting it into several files.

5 reasons to contact us

Problems with the use of EDS can occur even for experienced users. If the message “Electronic signature does not match the signed document” pops up, our clients do not stop their work and do not lose precious time.

Professional EDS specialists work for you, who will advise you by phone or promptly come to your office.

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