FAQ Xorkee handle

22.What if I swipe the notification away and lose it?

If you accidentally dismiss the notification, there is no way to get it back. The action which required your authorization will remain waiting and eventually fail. You should re-do the authorization from the application to get a fresh notification.

23.My application says ‘user not reachable’ error This can be because of multiple reasons; try the following

• Check if your token is connected to the phone or PC
• Check if the token is recognized in the xorkee app. On phones, make sure to grant permission for xorkee app to access the token. On PC’s, make sure the token has not gone into sleep mode. You can wake it up by either clicking the xorkee icon on the notification pane of the PC or by re plugging the token
• Check if the phone or PC is connected to the internet
• Check if the ‘Do Not Disturb’ mode on xorkee app has been turned off. To disable DND, you just have to simply open the xorkee app on phone Now, you try to re-do the action at the business application to receive the transaction authorization notification.

24. Is xorkee app supported in all types of mobile Phones?

xorkee app for Android is supported from KitKat 4.4 and for iOS from 9 onwards. xorkee lets you choose between your phone and crypto token as the key location. In case of a crypto token, the phone must support USB OTG for connecting the crypto token to phone. (iPhone currently does not support this). Most Android phones do but you may need an additional USB adapter to connect his token to the phone.

25.Will xorkee app access my phone contacts?

No, the xorkee app doesn’t require any phone contacts. For that matter, xorkee app does not access any device or file in your phone. The only access required is to connect to your USB slot.

26.Why is my phone not showing xorkee notification?

It can be because of the following reasons

• The ‘Do Not Disturb’ option in the xorkee phone app is enabled. To disable this, you just have to open the xorkee app and it will automatically be disabled .
• The token is connected but not recognized in the xorkee app. Open the app and grant token access and enter the token password. xorkee app will display the xorkee handle associated to the certificate in the token.
• Phone is not connected to the Internet
• Notification settings of the xorkee app or phone is turned off
• Your crypto-token is not supported by xorkee. xorkee currently supports only the following tokens o Feitian ePass o Safenet/Gemalto o G&D o Watchdata PROXKey

27.Why is my token not recognised in the phone?

Token may not be recognized in the following scenarios

• OTG Connection is not enabled. You can enable it by accessing your phone settings
• Ignored or denied permission for xorkee to access your token. Re-plug your token to view the token access permission screen. Grant the permission for xorkee to access the token contents.
• Your crypto token may not be supported in xorkee. Currently, xorkee supports the following tokens
• o Feitian ePass o Safenet/Gemalto o G&D o Watchdata PROXKey

28.What does xorkee store in the phone/PC?

xorkee app does not store any authorization or transaction data in the phone/PC. No logs are stored either for authorizations carried out using xorkee. All logs and records would only be available with your business application provider. xorkee doesn’t collect any information such as IMEI number, SIM number, auto-reading of SMS and address books etc., and is completely a non-invasive application.

29.What if I enter wrong password for the token?

If you enter a wrong password, the app will display “Transaction failed” error message along with the number of pending invalid password retries. If you exceed this count, the token will get locked and you cannot perform any operations with that token anymore

30. What is ‘Do Not Disturb’?

The ‘Do Not Disturb’ (DND) option stops you from receiving xorkee notifications. You can choose to stop receiving xorkee notifications by turning ON the ‘Do Not Disturb’ in the xorkee app on phone. To turn ON, open the xorkee app and tap on the ‘Do Not Disturb’ toggle button. You will have to provide your authorization by means of your fingerprint or the token password to ensure that it has not been enabled without you knowing it. When your xorkee app is in DND mode and you carryout a transaction in a business application, the business application will try to reach you for authorization. The authorization request will not reach you because you have enabled DND. xorkee will intimate the business application with an error called ‘user unreachable’ and in turn the business application will intimate you with an appropriate error message . Now, you‘ll have to turn OFF the DND mode and retry the activity at your business application to receive a new notification. To turn OFF, you just have to open your xorkee app and automatically it will be turned off. xorkee PC application

31.Why is my PC not showing notification?

• The token would timeout if not used for long time for security reasons and you should activate by reconnecting the token or by right clicking on xorkee icon in the tray.
• System is not connected to Internet
• Your crypto-token may not be supported by xorkee. xorkee currently supports only the following tokens o Feitian ePass o Safenet/Gemalto o G&D o Watchdata PROXKey o

32.What if I enter wrong password for the token?

If you enter a wrong password, the app will display “Transaction failed” error message along with the number of pending invalid password retries. If you exceed this count, the token will get locked and you cannot perform any operations with that token anymore.