FAQ: Error signing with your e.firma

If an "Error" message appears when trying to sign a document in Cincel with your e.firma, do not worry. This situation is usually due to a few common factors that you can easily verify.

The e.firma is a key tool for the legal validity of your documents, so its correct operation is essential. Here we guide you step-by-step to identify and solve the problem.

Common Causes and Solutions

Most errors when signing with the e.firma are related to the accuracy of the files or their status. Check the following points:

1.- Incorrect .CER, .KEY files or password

This is the most frequent reason. The e.firma requires that the three components —the certificate (.cer), the private key (.key), and the private key password— are correct and correspond to each other.

- Verify your files:

- - Make sure you are selecting the .cer file and the .key file that were generated together by the Servicio de Administración Tributaria (SAT). A .cer from one e.firma and a .key from another will not work.

- - Confirm that the files are not damaged or incomplete. If you have doubts, try downloading them again from the SAT portal where you obtained them.

- Verify your password:

- - The password for your private key (.key) is case-sensitive and includes numbers and symbols.

- - Type it accurately, without extra spaces at the beginning or end.

- - If you are not sure of the password, it is not possible to recover it directly. In this case, you should consider a renewal process for your e.firma with the SAT.

💡Cincel Tip: Due to strict security standards, Cincel does not store your .cer or .key files, nor your password. For this reason, you must upload them every time you sign a document, ensuring that only you have control over your e.firma.

2.- Your e.firma has expired

An e.firma must be current to be legally valid and function correctly in Cincel. If your e.firma has expired, you will not be able to use it to sign documents.

- How to verify validity: You can check the validity date of your e.firma directly on the SAT portal or by reviewing the properties of your .cer file.
- Solution: If your e.firma has expired, you must complete the renewal process with the SAT to obtain a new one.

3.- Browser or Connection Issues

Although less frequent for errors related to the e.firma, an unstable browsing environment can cause general failures.

- Internet connection: Make sure you have a stable internet connection throughout the entire upload and signing process.

- Web browser: Try using a different browser (e.g., Chrome, Firefox, Edge). Clear your browser's cache and cookies, as preexisting and stored data can interfere with the process. Temporarily disable browser extensions or add-ons that could be causing conflicts.

- - Try using a different browser (e.g., Chrome, Firefox, Edge).

- - Clear your browser's cache and cookies, as preexisting and stored data can interfere with the process.

- - Temporarily disable browser extensions or add-ons that could be causing conflicts.

What to do if the problem persists?

If after reviewing the points above the error persists, we recommend the following:

Retry the signing process: Make sure to follow each step carefully, as described in our [article: Quick Guide: How to Sign a Document with e.firma in Cincel].
Contact Cincel Technical Support: If the problem is not resolved, our support team is ready to help you. To speed up communication with our team, have the following information ready and include it in your message: The exact error message that appears. The type of browser and device you are using. Whether you have tried the troubleshooting steps in this guide. Screenshots of the error if possible.

- The exact error message that appears.

- The type of browser and device you are using.

- Whether you have tried the troubleshooting steps in this guide.

- Screenshots of the error if possible.