User Authentication and Access Problems

Authentication failures prevent users from accessing their signing certificates or signature platforms. Password complexity requirements, while necessary for security, lead to forgotten passwords and locked accounts. Multi-factor authentication adds security but introduces additional failure points—lost phones, number changes, or authentication app problems can lock out legitimate users. Support processes must balance security with user assistance, implementing secure password reset procedures and backup authentication methods.

Certificate storage and access issues particularly affect users who sign from multiple devices. Private keys stored on one computer aren't accessible from another without explicit transfer. Hardware tokens and smart cards provide security but require physical presence and compatible readers. Cloud-based key storage solves accessibility issues but introduces security and trust concerns. Organizations should implement key management strategies appropriate to their security requirements and user needs.

Single sign-on (SSO) integration, while simplifying authentication, can create complex troubleshooting scenarios. SSO failures might stem from the identity provider, service provider, or integration between them. Session timeout mismatches between SSO systems and signature platforms cause user frustration. SAML assertion errors require deep technical knowledge to diagnose. Support teams need clear escalation paths and diagnostic tools for SSO-related issues.