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Frequently Asked Questions about eTokens

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What Do I Do If My eToken Stops Working or Is Lost?

Your eToken is rugged, but not indestructible. If your eToken should fail or gets lost, you will need to purchase a new eToken from The Computer Store in 171 Carson Hall.

After you receive your new eToken, the IT Walk-in Center in 178J Berry Library or your department's IT support office can personalize it for you. Be sure to bring your Dartmouth I.D. Card or other photograph identification. Once this is done, your new eToken will allow you access to any systems your old eToken did. However, if you encrypted e-mail messages or files with the failed eToken, you may not be able to retrieve them unless you have a backup of the private key from the eToken that failed.

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What Do I Do If I Lost My Password?

If you are a student, you can bring your eToken to the IT Walk-in Center in 178J Berry Library.

If you are a faculty or staff member, please contact your department's IT support office. We can reformat your eToken and personalize it for you again with a password that you choose. Once reformatted, you will be able to access any systems you were previously able to access with the eToken, but you will not be able to open any e-mail messages or files you encrypted with your old certificate. If you encrypted files with your old password and you have forgotten that password, those files cannot be unencrypted.

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What Do I Do If I Receive an Error When Running "eToken Properties" on Windows XP/Vista?

When you try to run the eToken Properties application after installing the Aladdin eToken Runtime Environment, a "Failed to load etoken.dll" error may occur. This is usually caused by a Windows Services error.

  1. Windows XP, Windows Vista, and Windows 7 users should click Start, Control Panel, Administrative Tools, then Services.
  2. Locate the Smart Card service.
  3. Verify that the Service is Started. Ideally, the startup type should be set to Automatic. If it is not automatic, right-click on the Smart Card services entry, scroll down to Properties, and while in the General tab at the top, select Automatic in the Startup type box.

After verifying that the service is set to Started, check to see if the eToken Properties application still shows an error with the etoken.dll. If it does, there may be a permissions error. If the service fails to start or the problem persists, contact the IT Call Center at 646-2999, or send e-mail to help@dartmouth.edu.

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Why Does My eToken-authenticated VPN Connection Close When I Leave It Open for a Long Time with the eToken Removed?

If you create a VPN connection to Dartmouth's network using an eToken for authentication and then remove the eToken, your VPN session will time out after eight hours. This is because the VPN periodically checks to be sure the eToken is still present to protect the security of your connection and needs to re-authenticate when doing so. If the eToken is not present at this time, then the process fails and your VPN connection terminates. You can remove the eToken for a period of time and still maintain a connection. However, the eToken needs to be inserted when prompted to re-authenticate.

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How Do I Use My eToken with Outlook?

If you want to use your eToken with Outlook, insert the eToken in your computer, then launch the eToken Properties software. Click the Advanced tab, then on the PKI Client Settings link in the left-hand pane. Click the Other tab in the right-hand pane. Make sure the preference Copy user certificates to a local store is checked (it should be checked by default when you install the eToken drivers). Otherwise, Outlook will not recognize the eToken if you start it before inserting the eToken. You will have to restart Outlook to get it to recognize the eToken.

To configure Outlook 2003 to use the PKI certificate that's installed on your eToken, open Outlook, select Tools, Options, then the Security tab. To configure Outlook 2007 to do this, open Outlook 2007, select Tools, Trust Center, and E-mail Security (on the left-side pane). For either version of Outlook, put a check mark beside Add digital signature to outgoing messages and Send clear text signed message when sending signed messages. Note: We do not recommend checking the "Encrypt contents and attachments for outgoing messages" box. Using your eToken to encrypt e-mails can be risky, because if you lose your eToken and do not have a backup copy of your private key, you may not be able to read any of the encrypted e-mails in your In Box.

Next, click the Settings... button. In the Certificates and Algorithms section, click the Choose... button to the right of Signing Certificate, click to highlight the PKI certificate on the eToken, then click OK three times to return to the main part of Outlook.

When you send an e-mail, you will be prompted to enter your eToken password, and after doing so, your e-mail will be sent with a digital signature attached.

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Last Updated: 2/6/13