Troubleshooting DigiCert ONE​​ Clients

Issue

When signing into the DigiCert ONE​​ Clients app, no client tools appear.

Cause

This issue occurs if your DigiCert ONE user profile is missing the required user roles for the DigiCert ONE​​ Clients app.

To view client tools, your profile must include:

Solution

Issue

A specific client tool isn’t listed under My client tools in the DigiCert ONE​​ Clients app.

Cause

Some client tools are restricted to certain operating systems. If a tool isn’t listed, it may not be compatible with your current operating system.

Solution

To verify that a client tool is hidden because it isn’t compatible with your operating system, follow this procedure:

Issue

An installed client tool doesn’t appear in the Installed section of the DigiCert ONE​​ Clients app.

Cause

The DigiCert ONE​​ Clients app can detect and display a client tool in the Installed section if:

If the client tool doesn’t meet these conditions, the app may not recognize it as installed.

Solution

To ensure the client tool appears in the Installed section, consider reinstalling it through the DigiCert ONE​​ Clients app for proper detection.

Issue

When using client certificate authentication to sign in to the DigiCert ONE​​ Clients app, the incorrect certificate is automatically selected from your browser. This is a known limitation of version 1.0.1 and 1.1.0.

Cause

The DigiCert ONE​​ Clients app supports client certificate authentication in Chrome, but doesn’t allow you to select from multiple certificates. It automatically selects the first certificate found in your browser’s certificate store.

Solution

Update your DigiCert ONE​​ Clients to version 1.2.0 released on June 25, 20225 or later.

Issue

You received an error message in the DigiCert ONE Clients app, but the message doesn’t explain the cause of the issue.

Cause

This may happen when there are multiple potential causes for the issue, and the app can’t determine the exact root problem at runtime.

Solution

Open the most recent log file in the logs folder to find detailed error messages and timestamps. You can also inspect the config.json file to verify whether your setup and permissions match what is expected for your account.

The DigiCert ONE Clients app logs can be found at this location:

C:\Users\firstname.lastname\.digicert-uspc\logs

~/.digicert-uspc/logs

Configuration logs can be found at this location:

C:\Users\firstname.lastname\.digicert-uspc\config.json

~/.digicert-uspc/config.json

Issue

When opening the SMCTL, the SM_HOST environment variable is set incorrectly. Although the value can be changed during the active session, it reverts to the incorrect value after closing and reopening the command prompt.

Cause

The SM_HOST value (example: https://clientauth.demo.one.ch.digicert.com) is retrieved from the DigiCert ONE environment provided to DigiCert ONE​​ Clients and stored credentials, not from session-level changes made in the SMCTL command prompt. If SMCTL is still linked to a previously selected instance (for example, CH) or outdated credentials, the environment configuration is reloaded when SMCTL starts, causing the value to reset.

Solution

Step 1: Change environment for DigiCert ONE Clients app

Step 2: Refresh SMCTL credentials

Step 3: open SMCTL and perform a health check:

Healthcheck fails after installing SMCTL with static authentication via DigiCert ONE Clients:

Error

--------- User credentials ---------
Status: Connection failed

Cause

This issue occurs when SMCTL is installed using static authentication but older persistent credentials still exist on the system.

SMCTL automatically checks multiple locations for credentials, including:

If any of these contain credentials from a previous SMCTL or Click-to-Sign setup, SMCTL may use them instead of the newly selected static authentication credentials.

Solution