LIST OF TOKEN ERROR

USB token is missing.

You need to install token application first before login. If you already have installation done, please uninstall your Trustgate secure token application from control panel and reinstall again. Administrator account is required for installation.

Steps:
-Once token plugged in, a pop up will appear to run loader. Continue to run and complete installation. Certificate is ready to use. 
-If nothing pops out, go to My Computer > right click on Trustgate icon and click open > run setup and complete installation. Certificate is ready to use.

Member info mismatch between token & system/login.

May be caused by two valid certificates in one token or use of incorrect individual’s username/password.

Invalid User.

If you receive the message “Error: 402 Invalid User,” login information and the token are required for further investigation.

After entering the token, please open Google Chrome > Settings > Privacy and Security > Security > Manage Certificates > double-click on the name of the Authorised Person > Details > Subject.

Please take a screenshot of the relevant information and email it to OSC along with the username and password used, for further support. If there is more than one name listed as Authorised Person, please screenshot both sets of information for review.

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Error 402 may occur when your token contains two active digital certificates. You may contact MSC Trustgate for assistance in deleting the unused certificate via (q3plus-support@msctrustgate.com / +603 8318 1800).

For this error kindly inform MSC Trustgate and they will assist to resolve this issue (q3plus-support@msctrustgate.com / +603 8318 1800).

Please check the validity period of your token using the following steps:

After inserting the token, please open Google Chrome > Settings > Privacy and Security > Security > Manage Certificates > double-click on the name of the Authorised Person.

If it has expired, you can follow these steps: Visit the QUEST3+ Login website, click on Membership Slip, and enter your IC number and username to obtain a copy of the Membership Slip. Next, you can follow the steps to purchase a new token/digital certificate on the following website: https://www.msctrustgate.com/mytrustid/enrollment?q=quest3plus

If it has not expired, please contact MSC Trustgate for further support via (q3plus-support@msctrustgate.com / +603 8318 1800).

Kindly check the current version of Mozilla firefox. If it has automatically updated, kindly uninstall and reinstall version 51 from NPRA website at https://www.npra.gov.my/images/q3plus/manual/Manual-QUEST3_USB_Token_v1… . After installation, please turn off automatic updates as shown in website.

Internet browser configuration at https://www.npra.gov.my/index.php/quest3-system-basic/internet-browser-… .

Auto logout is only when system is left idle (without click and/or keyboard input like data entry and navigation between tab/tray/page) for more than 15 minutes. This is a security feature similar to online banking webpage like Maybank2u. The session is taken into consideration on each tab’s 15 minutes idle session.

We strongly advise applicants to:

● ​avoid having multiple tabs at the same time while doing any tasks/submissions through the QUEST 3+ System

● ensure that your account has not timed-out before updating data or uploading any attachments