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SmartSignature®

Frequently Asked Questions

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  1. I installed SmartSignature but cannot find it when I select Start>Programs>. Where is it?

    SmartSignature “plugs in” to Adobe Acrobat software. Therefore, you can only access it by opening up Adobe Acrobat (or Reader). When you launch your Adobe program you will see the SmartSignature “S” in the Adobe toolbar.

  2. What is a digital signature?

    A “digital signature” is a security code mathematically affixed to an electronic document under a public-key infrastructure (PKI). A PKI is a system for confirming the association of particular people (subscribers) with public and private cryptographic keys. At the heart of a PKI is a “certification authority” who issues to each subscriber a “certificate” that attests to the association of that subscriber to a known public key. Under U.S. law, this “signature” has the legal equivalence as an “ink” signature on a paper document.

  3. The content of the document I want to sign is incorrect?

    Please contact the entity that prepared the document for you to sign so they can make the necessary correction. SignOnline is not permitted to make any content changes to documents to ensure your privacy and security.

  4. Can an individual use the SignOnline solution by simply applying for a SmartSignature and downloading the signing software?

    No. Although SignOnline’s solution can be used by consumers to sign documents, for the SignOnline solution to work you must participate through one of our sponsoring customers.

  5. Is SignOnline a free service to the end-user?

    Yes. The SmartSignature software is free to download and your digital signing certificate is good for one year. Our customer “sponsors” the service for you.

  6. What is SmartSignature?

    A digital signature application that is a “plug in” to Adobe Acrobat and runs on the client PC.

  7. What is SmartSAFE?

    A web-based e-vaulting application where watermarked, certified copies of signed documents and authoritative records are stored in a SmartSAFE for both viewing and printing purposes;

  8. I attempted to install SmartSignature and I received the following error: “The installation of your Adobe software appears to be incomplete. Please re-install.”

    SmartSignature “plugs in” to Adobe Acrobat software. This requires your Adobe software to have a “Forms Plug-in” in your Adobe. If this is missing, SmartSignature can not install. You need to un-install your Adobe and re-install Adobe. The free Acrobat Reader software can be downloaded at http://www.adobe.com/products/acrobat/readstep2.html

  9. I attempted to install SmartSignature and I received an error that I didn’t meet the minimum operating system or service pack requirements.

    SmartSignature requires one of the following Operating Systems to be running on your computer:Windows 98, SEWindows NT 4.0 (sp 6 or higher)Windows 2000Windows MEWindows XP

  10. I attempted to install SmartSignature and I received an error that I didn’t meet the minimum requirements of Internet Explorer.

    SmartSignature requires Internet Explorer 5.5 sp 2 and higher. If you are not running IE 5.5sp2 or higher please upgrade your browser. IE 6.0 can be downloaded at http://www.microsoft.com/windows/ie/downloads/ie6/default.asp

  11. I attempted to install SmartSignature and I received an error that “the setup failed to locate Adobe Acrobat or Acrobat Reader on the target machine.”

    SmartSignature requires Adobe Acrobat (or Reader) 4.0 or higher. Your machine does not have the Adobe software. You can download Reader for free at http://www.adobe.com/products/acrobat/readstep2.html

  12. I attempted to install SmartSignature and I received this error: “This installation needs registry “read/write” privileges. Setup could not write to the registry in required areas. The installation is aborted.”

    Your computer does not allow you to download software without administrative rights to the machine. Most likely you will need someone from your Systems or IT group, with administrative permissions, to download SmartSignature to your machine.

  13. What is an electronic signature?

    An “Electronic signature” (or e-signature) is a more generic term than digital signature, as it refers to any kind of electronic symbol (including a password or voice record) intended to act as a legal signature. A digital signature is a specific type of e-signature.

  14. I just ran SmartSignature.exe and several minutes later I had a dialog box indicating “1628: Failed to complete installation.” When I tried to run it again I got the error message “ISScript.Msi with error 1628: Failed to complete installation.”

    Right click on the smartsignature.exe icon (it should be on your desktop) and go to Properties. Check the size of the file, it should be 2.37MB. If it is smaller than this size, it is likely that the download was corrupt and is incomplete. To do the download and installation again, please delete the smartsignature.exe off the desktop and download it again from the original location you accessed the download from. Be sure that nothing else is open and running when you install the smartsignature.exe.

  15. I received the error “SmartSignature has encountered an error processing the signing requirements of the document…” when I tried to sign my document. What should I do?

    SmartSignature is having difficulty reading the “document preparation instructions” inserted into the document by the eTM Sponsor. Thus, it cannot complete the signing session. Most likely, this specific document is corrupted. Please contact the sponsoring customer directly for a new document. The sponsoring customer’s contact info can be found under Support/Help.If this does not resolve the issue, you may need to re-install SmartSignature or Internet Explorer.First re-install SmartSignature. You can download it at http://www.signonline.com/software.html and try to sign again.If you still have this issue, it may indicate that your Internet Explorer is corrupted. Please re-install IE 5.5sp2 or higher. (Go to http://www.microsoft.com/windows/ie/downloads/ie6/default.asp )

  16. I do not see the “S” in the Adobe toolbar that the instructions told me should be there.

    Determine which version of Adobe Acrobat you are using. If it is version 5.0.1 there is a known bug that is the most likely issue. Acrobat Reader 5.0.1 defaults to only show “certified” plug-ins in the Acrobat tool bar. (This is not an issue with other Acrobat versions.) You will need to change this default setting. To change this setting in version 5.0.1, go to the Edit menu, select Preferences. Under Options there is a startup section, make sure the check box for “Certified Plug-Ins Only” is NOT checked. Then close Acrobat Reader and re-open it. The SignOnline icon will now appear. If prompted, do a complete shut down and reboot.

  17. I installed SmartSignature and can see the “S” in the toolbar but I am not sure how to “sign” the document.

    Once you receive a document for signing from a sponsoring customer, simply open the PDF and click on the “S” to start a signing session. When you are ready to sign, select the signing certificate you want to use and click “Sign Document.” You will be prompted for your username and password associated with the SmartSAFE.

  18. I am trying to sign but I am not sure what to enter for my username and password?

    If you are sponsored by a Wave customer to sign (e.g. consumer, third party), you will need to set up an account with SmartSignature (and SmartSAFE to later view your documents) the first time you sign. You will use this account to both sign and view your documents. If you work for the sponsoring customer, an administrator may have created an account for use. If so, please use that account to sign. You will not need to set up an account the first time you sign.

  19. I received the error “This document is not prepared for signing….” when I click on the “S” in the Adobe toolbar.

    You are trying to sign a PDF that has not been prepared for signing by one of Wave’s sponsoring customers. If you believe the document should be prepared for signing, please contact the sponsor and ask them to send you a new document. The sponsoring customer’s contact info can be found under Support/Help.

  20. I received the error “This document has expired….” when I try to sign.

    Wave’s sponsoring customer prepared this document to expire on a specific date. You are attempting to sign after this “expiration” date. You will need to contact the sponsoring customer directly for a new document. The sponsoring customer’s contact info can be found under Support/Help

  21. I clicked on the “S” in the tool bar to sign but received an error “No valid certificates were found for signing this document.”

    When you launch SmartSignature it evaluates the sponsor’s document to determine what signing certificates your sponsor accepts. SmartSignature then looks on your machine for matching certificates. If no certificates are found, it will display this error. For further assistance on how to get a new certificate, please contact 1-800-WAVE-NET for technical support.

  22. I received the error “You are not authorized to sign this document….” when I try to sign.

    Wave’s sponsoring customer prepared this document for a specific signer to sign. You are attempting to sign with a certificate that does not match the signer criteria. You will need to contact the sponsoring customer directly for a new document. The sponsoring customer’s contact info can be found under Support/Help.

  23. I received the error “SmartSAFE cannot process this request” when I tried to sign my document. What should I do?

    The SmartSAFE is experiencing difficulty. There could be a variety of reasons for this error, please contact support at 1-800-928-3638

  24. I received the error “SmartSignature has encountered an error processing your signing certificates…” when I tried to sign my document. What should I do?

    SmartSignature is having difficulty locating the certificates on your machine. This may indicate that your Internet Explorer is corrupted. Please re-install IE 5.5sp2 or higher. (Go to http://www.microsoft.com/windows/ie/downloads/ie6/default.asp )

  25. I received the error “SmartSignature has encountered an error signing the document…” when I tried to sign my document. What should I do?

    SmartSignature is having difficulty using the cryptographic functions in Internet Explorer needed to sign the document. If you have more than one certificate, try signing with another valid certificate. If you still have this issue, it may indicate that your Internet Explorer is corrupted. Please re-install IE 5.5sp2 or higher. (Go to http://www.microsoft.com/windows/ie/downloads/ie6/default.asp )

  26. I received the error “SmartSignature has encountered an error while accessing the following URL…” What should I do?

    SmartSignature is unable to automatically launch your web browser. Launch your web browser (IE) and manually type in the URL.

  27. I received the error “SmartSignature has encountered an error communicating with SmartSAFE….” What should I do?

    SmartSignature is having difficulty communicating with SmartSAFE during your signing session. Please perform the following checks:1) Confirm you still have an active internet connection2) Close the document and try again.3) Launch your web browser and type in the following URL http://smartsafe.signonline.com (You should reach a login page.)4) If you are still receiving this error, contact Technical Support at 1-800-WAVE-NET.

  28. I installed SmartSignature and received the following error: “Setup failed to find (or copy) signonline.api …… This install will halt.”

    If you have installed a new version of Adobe since your initial install of SmartSignature, the SmartSignature plug-in is in the previous Adobe plug-in file. Please install SmartSignature again. SmartSignature can be downloaded free of charge at http://www.signonline.com/software.html

Additional Support

If you need additional information, please submit a Support Request Form. Customer Service will contact you within one business day with a response to your inquiry. To ensure quality customer service, please include your email address and a detailed description of the issue/inquiry.

Support Request Form