Technical help

9.1 Computer settings

To use the online services offered by MyGuichet.lu, users must configure certain settings which depend on their browser.

       9.1.1 Software settings in Windows

Install the LuxTrust middleware if using a Smartcard, Signing Stick or eID

The user needs to download and install the LuxTrust middleware if they have a Smartcard, Signing Stick or eID.

The LuxTrust middleware can be downloaded from the LuxTrust website.

It is advisable to always install the latest version of the middleware to ensure proper operation, quality and updates.

The latest version of the middleware requires the user to allow pop-ups when signing in and signing documents electronically. The user simply needs to allow pop-ups when invited to do so by their browser.

 

Install Acrobat Reader

 Acrobat Reader is only required to fill in PDF forms – in this specific case, a tax return.

For Internet Explorer users – To install and enable Acrobat Reader:

  1. click the Tools icon;
  2. click Manage add-ons;
  3. select Toolbars and Extensions;
  4. in Show menu, select All add-ons;
  5. select Adobe PDF Reader;
  6. click on the Enable button.

For Firefox users – To install and activate Acrobat Reader:

  1. go to: https://get.adobe.com/uk/reader/;
  2. download the programme.

Chrome users – To install and activate Acrobat Reader:

  1. click the Chrome options menu;
  2. then click More tools;
  3. then Extensions;
  4. select Adobe Acrobat;
  5. click on the Enable button.

       9.1.2 Software settings in Mac OS

Install the LuxTrust middleware if using a Smartcard, Signing Stick or eID

The user needs to download and install the LuxTrust middleware if they have a Smartcard, Signing Stick or eID.

The LuxTrust middleware can be downloaded from the LuxTrust website.

It is advisable to always install the latest version of the middleware to ensure proper operation, quality and updates.

The latest version of the middleware requires the user to allow pop-ups when signing in and signing documents electronically. The user simply needs to allow pop-ups when invited to do so by their browser.

 

Install Acrobat Reader

Acrobat Reader is only required to fill in PDF forms – in this specific case, a tax return.

Safari users – To install and activate Acrobat Reader:

  1. select a PDF in the Finder;
  2. choose "File" then Get Info;
  3. click the arrow next to Open with;
  4. select Adobe Reader;
  5. click the Change all button and then Continue.

Firefox users – To install and activate Acrobat Reader:

  1. go to: https://get.adobe.com/uk/reader/;
  2. download the program.

       9.1.3 Software settings in Linux

Install the LuxTrust middleware if using a Smartcard, Signing Stick or eID

The user needs to download and install the LuxTrust middleware if they have a Smartcard, Signing Stick or eID.

The LuxTrust middleware can be downloaded from the LuxTrust website.

It is advisable to always install the latest version of the middleware to ensure proper operation, quality and updates.

The latest version of the middleware requires the user to allow pop-ups when signing in and signing documents electronically. The user simply needs to allow pop-ups when invited to do so by their browser.

 

9.2 Activate your LuxTrust product

No activation is necessary for the eID.

LuxTrust products contain the user's personal data or those linked to their business, allowing them to file certain procedures from their secure eSpace.

The LuxTrust product must only be activated once.

 

Users must have their access codes at hand to activate their product. These codes can be found in the email they receive from LuxTrust. The product can be activated by clicking this link.

activation-smartcard

 

activation-certificat

Once the product has been activated and the middleware installed, the user can register and set up their private or business eSpace.

      9.2.1 Confirm registration

A confirmation letter is sent to the user by post, with the subject "Confirmation of your registration with a government web application". The letter does not contain the user's access codes. The codes would have already been sent in another letter.  

Courrier-confirmation-enregistrement

 

Installation certificat Luxtrust Global Root

When using their electronic identity card "eID" for the first time, the user must:

  • confirm the installation of the LuxTrust Global Root certificate;
  • change their initial password (a system prompt lets them enter the "initial password" sent by post by the CTIE, and their new password);
  • change their initial PIN to one of their choice.
 The user must enter their secret code every time they are prompted to provide their authentication credentials by applications they want to access, or to electronically sign a document.

9.3 Change email address

When signing in to MyGuichet.lu for the first time, if the user’s email address is no longer the one to use, they can simply change it in the corresponding box.

9.4 Lost, forgotten or locked codes/PIN

      9.4.1 Codes

If you lose the PIN (secret code) for your eID, please contact the Guichet.lu helpdesk:

 For LuxTrust products, users who have lost or forgotten their codes must contact LuxTrust.

      9.4.2 PIN

If you lose the PIN for your eID, you can decide either to change it or unlock it.

In Windows

To change their PIN, the user must:

  1. open the Classic Client Toolbox middleware from the Start menu by going to "Programs" – Gemalto;
  2. click on Card Administration;
  3. select PIN Management;
  4. check the box marked Change PIN and click the Next button;
  5. make sure that the drop-down menu displays User rather than Admin, then enter the Current PIN;
  6. enter a new PIN in the box labelled New PIN.

changement-code-PIN-1-Windows

Changement-code-PIN-2-Windows

Changement-code-PIN-3-Windows

The same procedure applies to unlock the PIN. Instead of clicking on "Change PIN", they then click on Unblock PIN and enter the PUK code in the Admin PIN field.

Déblocage code PIN 1 Windows

Déblocage code PIN 2 Windows

The "Admin PIN" is the same as the "PUK code".

To check whether they have blocked their PIN or PUK, the user can:

  1. open Classic Client;
  2. click on Card contents;
  3. select the appropriate reader and click the Next button;
  4. look under Incorrect presentations before.

Vérification code PIN et PUK Windows

If the PUK is blocked, the product can no longer be used. 

 This procedure is not available for Mac OS.

In Mac OS

To change their PIN, the user must:

  1. launch the application Classic Client PIN Management and choose Change PIN;
  2. select User PIN;
  3. and then enter the old PIN, then the new PIN twice, and finally confirm.

 

Changement-code-PIN-Mac

Classic Client for Mac OS does not have the same features as the Windows version.

To unblock the PIN, the user must:

  1. launch the Classic Client PIN Management and choose Unblock PIN;
  2. enter the Admin PIN (also known as the PUK code);
  3. and then enter the old PIN, then the new PIN twice, and finally confirm.

Déblocage code PIN Mac

 If the user has lost or blocked the PIN for their LuxTrust product, they can go to the corresponding page and follow the instructions.

They will need to enter the PUK code sent through the post when they ordered their product.

      9.4.3 Password (for Token only)

If the user’s password is blocked, they can go to the corresponding LuxTrust page, which explains how to retrieve it.

      9.4.4 The 13-digit national identification number

If there is an error in when attempting to register with the 13-digit national identification number, an alert pops up.

Message d'erreur matricule incorrect

This error is due to a discrepancy between the LuxTrust certificate data and the data in the National Registry of Natural Persons, or to an error while entering the ID number.

If the problem persists even when the user is certain that they have entered the correct ID number (i.e., the certificate holder's 13-digit code), they must send an email to the Helpdesk along with the following:

  • a copy of their passport or national identity card;
  • a copy of the results of the LuxTrust test;
  • their 13-digit Luxembourg national identification number;
  • where applicable, a marriage certificate with the name of their spouse.

 

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