If the PIN signing prompt fails to show at the signing stage of a submission or a report collection can be caused by issues with the Bottomline eSigner add-on. Removing and reinstalling this can resolve these failures.
We recommend this is carried out by your IT department who has full access to the server and is familiar with your IT infrastructure.
To remove the active X control in C-Series please follow the instructions below;
- The e-signer as well as other add-ons are managed in Internet Explorer (IE) under 'Manage Add-Ons'.
From here you will be able to disable the add-on. Alternatively if you right-mouse-click and choose properties you have the option to remove (bottom-left) the add-on.
This should remove the add-on from the machine (including the DLL file and registry keys).
Alternatively, (depends on OS & Browser version) you may need to use (or choose to use)
regsvr32.exe to unregistered the add-on (DLL) as follows:
- Open a command prompt and type regsvr32. This shows regsvr32 options.
- The Bottomline e-signer should display as installed and the DLL located in the
“C:\windows\downloaded program files” folder (as previously confirmed in IE’s “Manage Add-Ons”)
- Rerun regsvr32 with appropriate (/u) parameter to unregister/uninstall the DLL.
regsvr32 /u “C:\Windows\Downloaded Program Files\Bottomline_eSigner.dll”
Please Note: Make a note of the quotes because the path has spaces in it.
Once this is complete you will notice:
- You then see the DLL is unregistered
- You also see the DLL has been removed from the file system.
- The Add-On is no longer listed in IE’s Managed Add-Ons.
Once the active X control have been removed, you should be able to reinstall/re-register the add-on (DLL) by using either of the following steps:
A. Using regsvr32.
Copy the DLL to an appropriate folder
Register the DLL (without /u parameter) using regsvr32 “C:\Windows\Downloaded Program Files\Bottomline_eSigner.dll”
B. Allowing the DLL (ActiveX) to be installed by C-Series.
Please Note: This was not loaded during user Login (following the removal of the DLL). This is loaded when you attempt to submit a payment.
You may need to check the IE settings for 'Download/Run signed/unsigned ActiveX controls' etc. if you get prompted (as shown above) to install the activeX.