When installing the Entrust IdentityGuard on your mobile device, you may receive the following error:
Entrust IdentityGuard mobile has detected that it is running on an unsecured device. Application exiting
The issue is that you have Jailbroken (iPhone) Rooted (Android) or hacked/cracked your mobile device, you will not be able to install the soft token and will need to either install it on a different device (e.g. workstation or another mobile device) or switch to the eGrid Card.
eGrid:
How do I configure eGrid for second-factor authentication to Entrust Certificate Services?
If you have any questions or concerns please contact the Entrust Certificate Services Support department for further assistance:
Hours of Operation:
Sunday 8:00 PM ET to Friday 8:00 PM ET
North America (toll free): 1-866-267-9297
Outside North America: 1-613-270-2680 (or see the list below)
NOTE: Smart Phone users may use the 1-800 numbers shown in the table below.
Otherwise, it is very important that international callers dial the UITF format exactly as indicated. Do not dial an extra "1" before the "800" or your call will not be accepted as an UITF toll free call.
| Country | Number |
| Australia |
0011 - 800-3687-7863
1-800-767-513 |
| Austria | 00 - 800-3687-7863 |
| Belgium | 00 - 800-3687-7863 |
| Denmark | 00 - 800-3687-7863 |
| Finland |
990 - 800-3687-7863 (Telecom Finland)
00 - 800-3687-7863 (Finnet) |
| France | 00 - 800-3687-7863 |
| Germany | 00 - 800-3687-7863 |
| Hong Kong |
001 - 800-3687-7863 (Voice)
002 - 800-3687-7863 (Fax) |
| Ireland | 00 - 800-3687-7863 |
| Israel | 014 - 800-3687-7863 |
| Italy | 00 - 800-3687-7863 |
| Japan |
001 - 800-3687-7863 (KDD)
004 - 800-3687-7863 (ITJ) 0061 - 800-3687-7863 (IDC) |
| Korea |
001 - 800-3687-7863 (Korea Telecom)
002 - 800-3687-7863 (Dacom) |
| Malaysia | 00 - 800-3687-7863 |
| Netherlands | 00 - 800-3687-7863 |
| New Zealand |
00 - 800-3687-7863
0800-4413101 |
| Norway | 00 - 800-3687-7863 |
| Singapore | 001 - 800-3687-7863 |
| Spain | 00 - 800-3687-7863 |
| Sweden |
00 - 800-3687-7863 (Telia)
00 - 800-3687-7863 (Tele2) |
| Switzerland | 00 - 800-3687-7863 |
| Taiwan | 00 - 800-3687-7863 |
| United Kingdom |
00 - 800-3687-7863
0800 121 6078 +44 (0) 118 953 3088 |