For Industry

Frequently Asked Questions (FAQs)



FAQs Answers

  1. Question: How Do I reinstall Java?

    Answer: Reinstalling Java can be an effective solution to some errors. However, you must reinstall cleanly. To Install the correct version of Java Runtime Environment (JRE) and Java Cryptography Extension (JCE) see Appendix D, Java Runtime Edition Installation in the User Guide.


  2. Question: Why did I receive an invalid certificate error?

    Answer: The following error was received when trying to import a digital certificate using the FDA ESG Web interface:
    "Invalid certificate file
    An error has occurred while importing the certificate file. Most likely you selected the wrong file type."

    1. Check the file extension. The file extension must be ".p7b" or ".cer". Files with these extensions represent the public key part of the certificate. Only the public key part of the certificate can be imported. Reference Appendix C, Digital Certificates in the User Guide for more information.
    2. Make sure the local PC has been configured to recognize and use the digital certificate. Reference the operating system instructions on the local PC for more information.

  3. Question: Why did I receive a signing encryption error?

    Answer: Be sure to use the public key certificate that matches the certificate on file with FDA ESG. Verify the correct public key certificate was uploaded during the registration process by contacting the FDA ESG administrator and comparing the md5 fingerprints within the certificate.


  4. Question: When registering for another account, an error is received that says "Company name already exists". How can this error be addressed?

    Answer: The error indicates that there is already a company registered with exactly the same name. Company names cannot be identical for different registered accounts. For example, "ABCDrugs" can be used for only one account registration. The name must be changed in some way for other registrations. An example would be to use "ABCDrugsAS2" for the AS2 protocol registration and "ABCDrugsWT" for the WebTrader protocol registration. Other examples would be to use "ABCDrugs" for one account and "BBBDrugs" for another or "ABCDrugs.1" and ABCDrugs.2".


  5. Question: Is it possible for a company to use both the FDA ESG web interface and the Gateway-to-Gateway exchange with the FDA ESG? For example, a company may want to send ISCR reports via the Gateway-to-Gateway exchange and other submissions via the FDA ESG web interface.

    Answer: Yes. The scenario described above is acceptable. Registration can be for any number of AS2 or FDA ESG WebTrader accounts. For example, there can be three AS2 accounts registered in addition to eight WebTrader accounts.


  6. Question: Why did I receive a private key error?

    Answer: This error occurs when there is a mismatch between the public and private key for a certificate. Check to ensure the correct private key for the public certificate sent to the FDA ESG is in place. Obtain the correct private key and resend the document.


  7. Question: Which web browsers may be used for WebTrader?

    Answer: Internet Explorer 10 (32-bit) or 11 (32-bit) in Compatibility Mode. Compatibility Mode may be set by going to Internet Options, selecting Compatibility View Settings and adding fda.gov. Organizations that have an IT staff may also use Enterprise Mode if accessing WebTrader with Internet Explorer 11.


  8. When using a 64 bit operating system, open Internet Explorer (10 or 11) from the below folder:
    C:\Program Files (x86)\Internet Explorer

    From the above folder, you may open Internet Explorer, by clicking on iexplore.exe. We recommend that you make a shortcut of this icon to your desktop.

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Page Last Updated: 12/05/2016
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