Last Updated: 2025-02-17
I recently encountered issues while attempting to renew a code signing certificate. The solution wasn't listed in GlobalSign's guides but was suggested by the support tech I spoke with. I typed it up quick here in case it's useful to others.
Symptoms
After getting paying to renew, selecting Fortify as the delivery format, and the vetting process, I got an email with the install link. You click and it brings up the browser. You enter your pickup password (different from your normal GlobalSign password) and then get the screen showing the certificate details. When you click Create, Fortify will pop up a window saying the web page wants permission to your local certificates, keys, etc asking for a password. This is your Safenet token's PIN. After entering, the web page changes to an error stating "Unfortunately, we can't complete your request". This behavior persisted in Edge, Firefox, and Chrome all with adblocking disabled.
Solution
In my case, it was apparently due to "Orphaned Items" on my eToken. Right click on SafeNet in your system try and select Tools. Click the Gear icon at the top right. Under the Tokens navigation, if you see an Orphaned Items entry, expand it. Right click and delete the entry there. Then refresh. The tech also recommended clearing out my Data Objects in a similar fashion. After that, repeating the above steps worked. It took about 2 minutes within Microsoft Edge. The tech suggested Microsoft Edge. After the certificate was installed, I deleted my old expired certificate within the User Certificates section of the SafeNet client. I then had to unplug and replug in my eToken for it to be properly recognized by signtool.exe.
Hope this helps some folks!