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FAQs

Technical solutions

1. . Mozilla Firefox shows a message indicating the connection is not verified

   You may be able to find a solution to this problem in the Manual for configuring browsers to use electronic signatures, under the section entitled ”Trusting the Website” for Mozilla Firefox.

2. . How do I obtain a certificate from the Spanish Royal Mint (FNMT-RCM)?

   There is a guide on how to get the certificate at this link.

3. . What is the FNMT-RCM root certificate?

   The root certificate of the Spanish Royal Mint certification authority is usually preinstalled in browser distributions. If not it must be installed in the browser/java of any person or any entity who wants to use the e-Office services. (It is not necessary for all services but recommendable to avoid warning notices).

4. . How can I get a digital certificate?

   The process varies depending on the certifying authority. See the websites of the different certifying authorities. FNMT-RCM or DNIe certificates can be obtained in all provinces and will be valid for use in the e-Office.

5. . What types of certificates exist?

   Depending on the type of applicant, they can be divided into:

   • User or individual Certificates.
   • Legal Entity Certificates.

   Depending on the issuer:

   • DNI-e - Issued by the Directorate General of the Police.
   • FNMT-RCM - Issued by the Spanish Royal Mint.
   • Others - Issued by other recognised certification entities.
6. . If I have Chrome or Linux, how can I download the digital certificates?

   The downloading process of the certificate depends on the certifying body and, as a consequence, it may undergo changes. If you use Google Chrome with Windows, the downloading process of the certificate is the same as for Internet Explorer, since they share the same certificate repository. Consult the instructions for downloading digital certificates on the website of the body that issues the certificate.

7. . How can digital certificates be imported and exported? Is there an instruction manual available?

   These are the steps for the different browsers.

   EXPORTING CERTIFICATES INSTALLED ON INTERNET EXPLORER

   1. Go to the Windows Control Panel. To do this use the route "Start Menu/Settings/Control Panel" or "Start Menu/Control Panel", depending on the installed Windows version.
   2. Click on the Internet Options icon.
   3. In the Contents tab, click on the Certificates button
   4. Select the certificate and click on the "Export" button. The assistant opens to export the certificate. Click on Next.
   5. Select Export the certificate with the private password and click on Next.
   6. Select the format of the export file.
   7. Enter the private password of the certificate. This password must not be given to anyone as it must be kept a secret. Click on Next.
   8. Click on Examine, look for the folder where the certificate is saved and enter a file name and Save.
   9. Click on Next.
   10. Click on Finish.
8. . Can I use my certificate installed on another computer?

   Yes. If your certificate is stored onto a cryptographic card all you have to do is insert the card into the other computer. If the certificate is stored in the browser, it is necessary to first export the certificate to a file and then import the certificate to the browser on the new computer.

9. . How should I set my browser to be able to use my digital certificate in the Secure Electronic Office?

   Consult the section of technical requirements where the appropriate settings are given for the different browsers.

10. . Can I protect my certificate on the browser?

    It is possible to protect your digital certificate in two ways. The first consists in saving the certificate on a cryptographic card or secure device (the certificate of the electronic DNI is stored on one). The other possibility consists in saving the certificate on the browser protected by a password that is specified during the installation.

11. . Why am I not allowed to access with my digital certificate?

    You need to check that the certificate is admitted by the Social Security, it has not expired or been revoked and that the data coincide with the information about identification, name and surnames that is included in the Social Security database.

12. . For what services or procedures can I use my electronic DNI card (DNIe)? Why does it not recognise my card?

    For those services for which access with a digital certificate is enabled To correctly install and use the DNI there is a website that explains the requirements and provides the required drivers: http://www.dnielectronico.es/

13. . What are the differences between "electronic signature" and "computer codes" when I try to check the authenticity of a report or certificate issued by Social Security?

    Computer codes are a series of alphanumeric codes based on details of the report issued and a mathematical algorithm, while the electronic signature is based on the use of digital certificates to add a key that only the owner of the certificate used for signing has, to an electronic summary of the entire document.

14. . Why am I not allowed to save the form I have filled in as a file for attachment?

    This happens because PDF forms are created to be printed. The free version of the PDF file reader, Adobe Reader, does not allow you to save files. This function is exclusive to Professional Adobe Acrobat Pro. If you do not have this version there are other ways to attach the form:

    1. Printing the form once it has been filled in and scanning the printout, which can then be sent.
    2. Installing free software like QuickPDF or CutePDF that allow you to install a PDF printer driver, meaning you can "print" the form as a new PDF file. (This new PDF file is the one you should attach.)
15. . How can I get the IZENPE certificate?

    At the IZENPE website, consult the public attention points where you can get the certificate.

16. . Can I have more than one digital certificate?

    Yes. The certificate store can store several personal certificates. You will need to take special care to use the right certificate for identification or signature processes.

17. . In which e-Office services or processes can the Legal Entity Certificate be used?

    The services which can currently be accessed with the Legal Entity certificate are shown in the list of services accessible with legal entity or representative certificates.
    

18. . Can I access the same services or processes with any digital certificate?

    No. Legal Entity Certificates can only be used to access certain services.

19. . Do I need to renew my digital certificate or is this automatic?

    The process depends on the certifying body.

20. . What is the validity period of digital certificates?

    The validity period varies according to the type of certificate and the certifying body. Consult the certifying body or the expiry data of the certificate, which you can see in the browser's certificate store.

21. . What is the ACGISS root certificate?

    The root certificate of the Social Security certification authority. It must be installed in the browser/java of any person or any entity who wants to use the e-Office services (not necessary for all services).

22. . What is a ROOT certificate?

    A root certificate is a certificate issued by the Certification Authority for its own use. This certificate includes the public key of the Certification Authority and is therefore necessary for checking the authenticity of any certificate it issues. It is the first certificate in the trust chain.

23. . What is a Legal Entity certificate?

    This is a digital certificate issued for a legal entity which can be used where accepted in the interaction of this Legal Entity with public administrations or when contracting its own goods or services or which concern its normal business or traffic.

24. . What is a certificate for an Individual?

    This is a digital certificate issued for a person (also known as user certificate), which links the subscriber with identity and signature data. It subscribes, signs, requests and stores the keys of the individual.

25. . What is a certifying body/certifying authority?

    A Certifying Authority (CA) is an entity ensuring trusted by the issuer and receiver of a communication. The trust both of them place in a 'trustworthy third party' enables either of them to trust the documents signed by the Certifying Authority, particularly certificate identifying both parties.

26. . What is a digital certificate?

    The User Certificate is a digital document containing, among others, data identifying a person or entity. Thus, the digital certificate lets you identify yourself online and exchange information with others, with the assurance that only the user and the interlocutor can access it.

27. . I am trying to enter with my electronic DNI, and I am told to use the service I need one of the certificates accepted by Social Security

    This can happen if the DNIe drivers are not correctly installed. Go to www.dnielectronico.es and follow the installation instructions.

28. . Problems when trying to sign with Google Chrome

    With Google Chrome version 45 (launched on 1 September 2015) and later versions, the Java plug-in cannot be used, meaning that the Social Security e-Office website services that require Java are not supported on this browser.

    If you use version 42, 43 or 44 of Google Chrome you should enable the Java plug-in to be able to use the Social Security e-Office website services that require Java. For guidance, you may consult the documentActivating Java on Google Chrome versions 42, 43 and 44.

29. . I have problems when trying to sign

    If you have problems when trying to sign, firstly you should check your computer software complies with the technical requirements, then you should review the manual for configuring browsers to use electronic signatures , which details the necessary configuration and the most common problems with signatures.

30. . I have several certificates installed, but when I close the application and open it again, it always takes the data from the same certificate, which is the first one I used.

    When the applications are closed the certificates remain in the browser session, so to delete the data from the session and open the application with another certificate you must close all browser windows and restart it.

31. . What software do I need to access and sign e-Office services?

    Access to signature processes requires a single Java runtime environment to be installed and configured. Make sure there is not more than one environment installed, because there may be a conflict between versions that stops the application from working. Check the technical requirements.

32. . How can I see the Operating System of my computer? And the Java version?

    If you do not know which operating system or version of Java is installed on your computer, you can consult the Manual for configuring browsers to use electronic signatures, and refer to the sections ”FINDING OUT WHICH OPERATING SYSTEM IS INSTALLED ON YOUR COMPUTER” and “WHICH VERSION OF JAVA IS INSTALLED ON YOUR COMPUTER”.

33. . How should I configure my computer?

    The following questions in this section show, in question and answer form, the steps needed to configure the elements necessary for using the e-Office.

34. . How should my PC be configured to use e-Office services?

    The configuration and technical requirements vary depending on the service, whether you use a digital certificate and the technological platform used to access the services. You can find detailed information in the technical requirements section.

35. . Problems unfolding certificates: after entering the correct electronic DNI number two copies of the certificates you want to export to the browser appear on screen, one for authentication and a separate one which is not operational

    Theelectronic DNI certificates cannot be exported to a file for security reasons, so you must use the physical format (electronic DNI card).

36. . At which Social Security registry offices can I get a digital certificate for individuals?

    You can check the list of Social Security registry offices, for individuals only.

37. . Which digital certificates are acceptable at the e-Office?

    You can consult the list of accepted certificates.

38. . I have successfully installed the certificate and gained access to other Websites, but some services with a certificate in the e-Office do not work

    You should check that the certificate is accepted by Social Security and that the data are consistent with the identification data, name and surname appearing in the Social Security database.

39. . Why can't I complete an application process in the Electronic Register? Why does the process indicate that there is a transmission error?

    It is possible that the attached documentation exceeds 10 |Mb or there is a problem with the internet connection.

40. . Why is a download file of the report requested not generated? or Why does a window appear indicating YOUR REPORT IS BEING GENERATED?

    Reports generated online in services with digital certificate, SMS services or services through a user account/password in the e-Office are in PDF format and you must have a PDF viewer installed and have pop-up windows/tabs enabled in order to view the reports. You must ensure that the software is installed and that there are no programs that block pop-up elements.
    
    The PDF report download may also be in the browser download folder; check this folder.

41. . Why is this error displayed if the data are correct? "Warning! Error on page 1. Please check the information on your application. If it is correct, you must sign the application, and if not you must return to the previous screen to correct it."

    In some processes this message occurs so data can be checked again before they are signed and sent.