The electronic signature is the number one reason accounting calls support: a report is due today, and “the key isn’t showing up.” We’ve collected the typical problems with e-signature keys, E-IMZO, my.soliq.uz and electronic document exchange systems that we resolve every week — with the cause and the fix for each.
E-IMZO can’t see the key
Causes: the E-IMZO module isn’t running (check the system tray icon); the key is in the wrong folder (by default, DSKEYS in the root of the drive); the USB drive with the key was assigned a different drive letter; the browser extension is blocked.
Fix: make sure E-IMZO is running and updated to the current version; the key is copied to the DSKEYS folder on drive C; the browser is Chrome or Edge with the E-IMZO extension enabled. After a Windows update, the module sometimes drops out of startup — add it back.
“The key has expired”
E-signature keys are issued for a limited period. The telltale sign: the signature stops working everywhere on the same day. The fix is to renew or reissue the key through a registration center — and do it two weeks before expiry, not on the day the report is due. We keep a register of our clients’ keys with expiry dates and send reminders in advance.
my.soliq.uz won’t open or “hangs”
Causes: the site is overloaded during reporting periods (the last week of the month and quarter); the company’s internet goes through a proxy or filter that drops the connection; an outdated browser; the wrong time on the computer, so certificates fail validation.
Fix: sync the clock; turn off VPNs and “optimizers”; clear the cache; during reporting periods, log in early in the morning. If only one employee has the problem, it’s almost always local: the browser, extensions or antivirus.
Didox or another e-document system won’t sign a document
Causes: the key belongs to a different person (an accountant signing with the CEO’s key is not allowed); the user doesn’t have signing rights in the system; several keys conflict in the DSKEYS folder; the company’s taxpayer ID (TIN) doesn’t match.
Fix: check whose key it is and what rights are granted in the organization’s account; keep only current keys in DSKEYS; when the CEO changes, reissue the key and reassign rights.
Online banking requires “its own” browser or plugin
Every bank has its own requirements: one works only in Internet Explorer mode, another through its own plugin, a third only with a specific model of USB token. On a single computer, they conflict.
Fix: a separate browser profile or a separate virtual machine for each bank; don’t leave tokens plugged into the computer permanently. And document what is configured where — the next accountant will thank you.
E-signature security: what nobody tells you
- A key on a shared drive. An e-signature key file sitting in a shared “Accounting” folder can be used by any employee — and by any malware. The key should live only on its owner’s computer or on a token.
- Administrator rights for the accountant “so E-IMZO works.” They aren’t needed. Malware from an email running with those rights encrypts both the keys and the database.
- A departed employee with a key. Revoke the key on the day they leave — otherwise they can keep signing on the company’s behalf.
- One key for everyone. “The CEO’s key is with the secretary, the accountant and the manager” — in a dispute over a signature, you won’t be able to prove who signed.
How we handle this
Our workstation support includes setting up E-IMZO, keys, my.soliq.uz, e-document systems and online banking, a key register with expiry dates, and rules for storing keys securely. Accounting calls once — and on reporting day, everything works.