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Hello, I recently purchased Microsoft Outlook 2016. I am in the military and have a smart card, specifically a CAC, and would like to be able to use it at home to check my emails on Microsoft Outlook but I just can't do it. I am in the military and have a smart card, specifically a CAC, and would like to be able to use it at home to check my emails on Microsoft Outlook but I just can't do it. I also can't find anything about how to do it. Mobile CAC Reader is dedicated to curating the best news, insights and technology related to the Department of Defense (DOD) Common Access Card (CAC) and mobile CAC readers. Recent Posts UHPPOTE Full Complete 125KHz EM-ID Card 1 Door Security Access Control Entry System Kit With Electric 600Lbs 280KG Force Magnetic Lock. Verify the card reader is successfully recognizing the CAC by checking that an “Identity Device” is listed in the Device Manager under “Smart cards” as shown below.
Enterprise Webmail link:
NOTICE: Window 8.1, 8, and 7 users with Internet Explorer 11 need to add 'mail.mil' [or any other websites that are not working] to their 'Compatibility View Settings' by following slide 19 in this guide. You might also have to reinstall the S/MIME control.
In the Under Secretary of the Army memorandum regarding Enterprise Email, the @mail.mil email address is now the default email address on all new CACs issued as of 6 January 2014.
Created a 'retiring' page dedicated to providing information for people getting ready to retire. I want to make sure people understand they will no longer have access to their Enterprise Email and AKO.
Army CIO/G6 Blog titled: Army Nears Completion of Migration to Defense Enterprise Email (hear what others are saying about EEmail.
All Army AKO users who have a CAC should now be migrated to DISA's Enterprise Email and will no longer be able to access email via username / password. DISA mail uses Microsoft Exchange 2010 and requires 100% CAC use via the https://web.mail.mil Outlook Web Appsite.
Dual Persona users need to EXPOSE your PIV, or you will have problems accessing your Enterprise Email account(s).
Accessing https://web.mail.mil requires the steps below and an email account already created
| Windows Installation Steps |
| Step 1: Obtain a CAC Reader |
| Step 2:CAC Reader driver Video |
| Step 3:DoD Certificates Video |
| Step 4:ActivClient Video |
| Step 4a:Update ActivClient |
| Step 5:IE adjustmentsVideo |
| Step 6:Select the EMAIL certificate when prompted (Except for Dual Persona personnel), you have to select your PIV certificate instead. |
Mac Users - Some of the information below will not work for you. Start here for your specific requirements.
Problem 1:How can I check my DoD Enterprise Email other thanOWA when I'm not in the office?
INFORMATION: The DoD Enterprise Email does NOT have the ability to be accessed using Outlook or other email program on a computer that is not on the .mil or .gov network. This means, it cannot be set it up on a personal computer using Outlook like we used to do with AKO and Mail.mil's predecessor, Advanced Technologies Email.
Solution 1-1: Yes, you can forward it to another .mil or .gov email address. (For all mail.mil users)
Solution 1-2: Yes, use your government owned BlackBerry (Only for Business Class users)
Solution 1-2a: Yes, use your government owned iPhone / iPad (Only for Business Class users)
Solution 1-3: Yes, bring your government computer with you and use VPN (For all mail.mil users, normally only business class users)
Solution 1-4: If your organization uses Citrix, you may be able to use it to login with your CAC enabled home computer and access your Outlook via the Citrix client. (Only for Business Class users)
Solution 1-5: You can check your email via an iPhone or iPad using OWA or Android. The ability to digitally encrypt is not possible as Microsoft has this capability locked into Internet Explorer (32 bit) with S/MIME installed. (For all mail.mil users)
Problem 2: Youreceive the following error message when attempting to access https://web.mail.mil
Solution 2:You don't have Enterprise Email account yet. Check back with your organization to find out the approximate date it will be created.
Problem 3:Your Email has transitioned to Enterprise Email and your information is incorrect in the Global Address List (GAL).
Solution 3-1: Picture guide created for US Army Reserve Soldiers, but will work for everyone
Solution 3-1a:Picture guide created by Department of the Army
Solution 3-2: To update your profile, visit the Defense Manpower Data Center (DMDC) MILConnect page (https://www.dmdc.osd.mil/milconnect).
Click Sign In (Red button) (on the Right side of the screen)
Select OK
Select the CAC (tab), then Login
Select either one of your two CAC certificates, OK, Enter your PIN, OK
Click the My Profile (tab)->Select Update and View My Profile.
There are two sub tabs located approximately 3/4' below the My Profile tab: (IF you don't see the sub tabs look here for a solution, problem 20)
-Personal Information (tab) -> Update snail mail address, email addresses, and phone numbers for you and your family.
The following tab usually has a dark gray color as the background with white letters.
-MIL / CIV / CTR (tab) (based on your duty type)-> Update your unit of assignment and address.
NOTE: The field titled: Duty Installation/Location is the field that finds the nearest DISA DECC (Defense Enterprise Computing Center) to your duty station.
NOTE2: All personnel associated with the Army Reserve are required to select: US Army Reserve Center
Changes should take 4 - 48 hours to show up in the DISA GAL.
If you have a SIPRNet E-mail address, please add it to the MIL / CIV / CTR (tab) as this is how your SIPR Enterprise Email GAL entry will be updated.
Solution 3-3: If your rank is wrong in the GAL (examples: 1SG vs. MSG, SPC vs. CPL vs. SP4, or SGM vs. CSM), you have to visit an ID card office to get it corrected.
Problem 4:Receive 'HTTP/1.1 503 Service Unavailable' when attempting to access your email via OWA.
Information: This is caused when the Exchange server is down, or having problems.
Solution 4:Try accessing your email at a later time
Problem 5:How do I add my PIV cert to my CAC, so, I can access my email? DISA has classified me as a 'Dual Persona' individual. (Dual Persona is an Army Reserve [or Guard] Soldier who is [or has ever been a DoD civilian (or contractor)] theoretically you were authorized to carry two CACs at some time in your life). This may be a reason why you cannot access your webmail
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Solution 5-1 Windows 7, Vista, & XP users with ActivClient 6.2.0.x & Java: Read note below FIRST, Go to: https://www.dmdc.osd.mil/self_service or https://dmdc.osd.mil/self_service, some people have now had to login to MilConnect at: https://www.dmdc.mil/milconnect, and click the RAPIDS Self Service link on the right side of the screen, then follow this guide:https://www.dmdc.osd.mil/self_service/help/CAC_-_Activating_a_PIV_Authentication_Certificate.htmVideo
Note: Some of the screens may look different, since DMDC has modified their webpage and not updated their guide.
NOTE: If you have problems while on the RAPIDS Self Service website, contact their help desk.
Some items NOT mentioned in the guide above:
--You cannot have the same email address on both CACs. This is becoming less of a problem since @mail.mil is the only authorized email on our CACs now since January 2014. So, you may need to change one of your CACs. See error message below. Here's how to change your email address on your CAC. You can also add an email address to your CAC if you don't have one on your CAC.
--Your system needs to be all 32 bit or all 64 bit, which means the following:
64 bit Windows 7, Vista or XP (will NOT work with Windows 7, 8, 8.1built in Smart Card utility)
64 bit Internet Explorer (Start, All Programs, Internet Explorer (64-bit))
NOTE: Windows 8 / 8.1 users look below to do another browser tweak first
64 bit ActivClient 6.2.0.x with latest update (Windows 7 and below)
64 bit ActivClient 7.0.2.x with latest update (Windows 8 / 8.1 users)
64 bit Java (make sure you are accessing this site from your 64 bit IE web browser)
NOTE: You have to change a Java security setting, Go to Java (in Control Panel), Click Security (tab), move the arrow bar down to Medium.
32 bit Windows 7, Vista or XP (will NOT work with Windows 7, 8, 8.1built in Smart Card utility)
32 bit ActivClient 6.2.0.x with latest update (Windows 7 and below)
32 bit ActivClient 7.0.2.x with latest update (Windows 8 / 8.1)
32 bit Internet Explorer (Start, All Programs, Internet Explorer)
32 bit Java (make sure you are accessing this site from your 32 bit IE web browser)
NOTE: You have to change a Java security setting, Go to Java (in Control Panel), Click Security (tab), move the arrow bar down to Medium.
32 bit Windows users: People have been successful using Firefox to activate their PIV cert on a 32 bit Windows computer (XP, Vista, and 7). Make sure you have Firefox set up correctly to use your CAC first. The items mentioned above about ActivClient and Java still must match your Windows Operating system (32 bit) to work.
**-NOTE: 32 bit Windows users can also use Google Chrome.
64 bit Windows users: People have been successful using Waterfox to activate their PIV cert on a 64 bit Windows computer (Vista and 7). Make sure you have Waterfox set up correctly to use your CAC first. The items mentioned above about ActivClient and Java still must match your Windows Operating system (64 bit) to work.
Once your PIV is activated, click Forget State for All Cards (twice), then Make Certificates available to Windows. Here's how: Double click ActivClient (icon down by your clock in the lower right corner of your computer screen), Click Tools, Advanced, Forget State for all cards (ActivClient 6.2.0.x) OR Reset Optimization Cache (ActivClient 7.0.x.x). Once you've done this, click on Make Certificates available to Windows (ActivClient 6.2.0.x)OR remove, then reinsert CAC (ActivClient 7.0.x.x) or (ActivClient 6.2.0.x).You 'should' see 4 certificates. If not, repeat the Forget State for all cards again, and Make Certificates available to Windows again.
5-1a Windows 8 / 8.1 users: To activate your PIV using Windows 8 / 8.1 you will have to select Enable 64-bit processes for Enhanced Protected Mode to run IE in 64 bit mode. More information can be read here.. This has worked for others, but if you have issues yourself, find a Windows 7, Vista, or XP computer and follow Solution 5-1 above.
Non-Solution 5-1b Mac Users: I have found no way for you to activate your PIV using a Mac. The recommended method is to find a Windows 7, Vista, or XP computer and follow Solution 5-1 above.
Solution 5-2:DMDCs Self Service website is working better now than it did originally for activating users PIV authentication certificate. This affects every person who has the dual persona roles. You can configure ActivClient to expose your PIV cert on your computer (Windows 7, Vista, or XP with ActivClient 6.2.0.x installed). This will have to be done on every computer you need to access your mail.mil email on. This solution negates the issue with DMDCs Self Service website to expose your certificate.
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Here's how to expose your PIV cert via ActivClient using Windows 7, Vista, or XP (if you use WAWF, DO NOT do this, you must activate your PIV above): ActivClient 6.2.0.x users need to update it to the latest version. [You can ignore the need for restart here] After you have installed the latest update, open ActivClient, Click Tools, Advanced, Configuration (requires elevated access on Government systems), scroll down [and click on] Smart Card, click line titled: Prefer GSC-IS over PIV EndPoint.. change the Yes to a No. You will be prompted to restart the computer. After the restart every time you go to https://web.mail.mil, you'll have to select the certificate that says PIV, (NOT the Email certificate).Government computer users will need to make sure they select the 10 digit certificate to login to the computer, and 16 digit to check your email. If you select the 16 digit during login, you will get either DoD visitor, or Credentials cannot be verified error message.
--ActivClient 7.0.2.x users need to update to the latest version, then modify the following registry key for this option: HKEY_LOCAL_MACHINE SOFTWARE ActivIdentity ActivClient Card Discover CardEdge DefaultCardEdge =1
-- ActivClient update version of 7.0.2.308 (and above) show your PIV automatically.
--Another person had to modify this registry key instead: HKEY_LOCAL_MACHINE SOFTWARE ActivIdentity SecurityModuleMW DiscoveryProvider CardEdge PIVIgnoredExtensions Value 1 (Right click modify (change to 0 from 1)) See image
WAWF (Wide Area Work Flow) users, please take note: Recently the Wide Area Workflow website updated and moved to CAC / certificate only logon. If a Dual-Persona user has the ActivClient setting changed, the WAWF website will not correctly read their DoD x.509 certificate (They will receive a 'No Certificates Found!' message).
If you are a Dual Persona and need to access both Enterprise Email and WAWF, you MUST undo the ActivClient setting (change back to YES) and activate your PIV certificate via the RAPIDS Self Service website. After that, the WAWF website will correctly read you certificates and allow you to register your CAC.
Problem 6:Problems with mail.mil when using 64 bit AGM and 32 bit Office 2007
Solution 6:Follow guidance in this PDF.
Problem 7:I Can't view Encrypted emails in OWA / web.mail.mil
Solution 7-1: Make sure you have the S/MIME control installed.
NOTE: This is only available when using Internet Explorer (32 bit). It will NOT work with the 64 bit version, on a Mac, or any other web browser.
NOTE2: Internet Explorer 10 & 11 run in 32 bit mode by default, so, this should not be an issue. You would have to select 'Enable 64-bit processes for Enhanced Protected Mode' to run the browser in 64 bit mode. More information can be read here.
Here's how: Click Options, See All options.., Settings, S/MIME, click on Install the S/MIME control
NOTE3: You will not see S/MIME control in IE 11 until you first add 'mail.miI' [or any other websites that are not working] to your 'Compatibility View Settings' by following slide 21 in this guide.
AU9540 -> AU9520 to be able to use the below readers on a Mac. Works on the following IOGear CAC reader models: GSR202, GSR202V, & GSR203. 2.1 Install the AU9540_V1.7.2.0 driver (from the CD in the box), then plug in the GSR202. Try your CAC reader on your Mac now. If you have any problems with your reader, please contact IOGear. How to Install a CAC Reader on your Personal Computer Installation Assistance can be found at: and /. •CAC Reader Driver (reader “talks” to computer) •ActivClient (card “talks” to Windows). How to Install CAC Reader on your Personal Computer. Site:militarycac.org cac reader driver for mac.
Solution 7-2: Make sure you have your @mail.mil email address on your CAC. Here's how to change / update your email address on your CAC.
Solution 7-3:Follow this guide which explains how to get your old CAC certificates back. You will need to logon to the server with your current CAC (Non Email certificate).
NOTE: Currently only available via government owned computer on a government network, no access from your home computer which means DISA has locked you out of your own email.
Problem 8:How do I get support for my Enterprise Email account?
Solution 8-1 (when at Home or Work): Contact the Army Enterprise Service Desk at: 866-335-2769)
Solution 8-1a (Army Reserve): Contact the Help desk at: 855-55-USARC, or [from your Army Reserve computer] go to: https://esahelp
Solution 8-2:Contact the Army & NETCOM CAC/PKI Help desk at: 866-738-3222, (DSN: 312-879-8133) or Email: army.cacpki.helpdesk@mail.mil
Problem 9: How do I turn off conversation view inweb.mail.mil?
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Solution 9: Click View, uncheckUse Conversations. See image below:
Problem 10: Receiving the following error message when trying to use OWA on Windows 7 / 8 / 8.1 (both 32 & 64bit): 'A digital ID that allows you to sign this message is missing.'
Solution 10-1: Add your OWA link to your Trusted Sites (Slide 21 of this guide)
Here's How:Follow question 15 below
Solution 10-2:Install the S/MIME control from the options section in your OWA client (see Solution 7-1 above). If you have problems installing the S/MIME check to make sure that 'Do not save encrypted pages to disk' is unchecked under Tools, Advanced (tab).
NOTE: This will only work with Internet Explorer (32 bit), NOT the 64 bit version (on a Mac, or any other web browser)
Problem 11:How can I find out how much mailbox space I'm using in OWA?
Solution 11:Hover your mouse over your name, a bubble similar to this should pop up and show you.
Problem 11a: I am over my storage limit, and I can't send any email. How can I increase my email storage capacity? AKO used to give me 1024 MB and DISA only gives me 512 MB, what can I do?
Windows file reader for mac. Solution 11a: Call 866-335-2769 and ask who your Entitlement Manager is for your branch of service and command. Then email them to ask to be converted to a Business Class account.
Problem 12:Receive message: 'This message can't be decrypted. If you have a smart card-based digital ID, insert the card and try to open the message again' when using OWA
Solution 12:Make sure the email address on your CAC is also in your Exchange profile. NOTE: This is why Army users now have @mail.mil email address on the CAC. You can update your email address by following DMDCs guidance.
Problem 13:I have PCSd to a new installation / location. How do I update my information in the Mail.mil Global Address List? NOTE: when you change your Installation, this will silently move your mail account to a closer DECC to your new duty station. You can see a list of them here.
Solution 13: Look at Solution 3-1 above
Problem 14:How do I configure my DoD Enterprise Email when at my Government computer using Outlook? NOTE: NOT available from home computer, OWA is only option
Solution 14:Follow this guide
Problem 15:You can get to https://web.mail.mil with your CAC and PIN and the IE tab indicates you're an email user. The next screen shows your actual mail server https://web-XXXX.mail.mil/owa however, this link only timeouts. It also times out if you go straight to it.
Solution 15:Add *.mail.mil to your trusted sites
Here's how: Open Internet Explorer, Click Tools, Internet Options, Security (tab), Trusted Sites (green checkmark), Sites (button), type *.mail.mil in the Add this website to the zone: box and hit the Add (button)
Cac Card On Mac
Problem 16:I've received notification of my Transfer to Enterprise Email from AKO, how can I save all of my emails from AKO?
Information:Visit this AKO page for the latest information regarding this event. FAQs
Solution 16:Follow NETCOM's TTP on the Manual Exporting of AKO Email Data to Enterprise Email. the file is located on AKO and in Word format.
Problem 17: I'm retiring in the next few months, is there any waiver request I can do to NOT be migrated to mail.mil?
Solution 17: Yes, visit the AKO to Mail.mil transition page https://www.us.army.mil/suite/page/EnterpriseEmailTransition for information on this question to request a waiver.
Problem 18:I do not own a computer, or I use a local library to check my AKO email. I don't have a CAC reader. What can I do?
Solution 18:Visit the AKO to Mail.mil transition page https://www.us.army.mil/suite/page/EnterpriseEmailTransition for information on this question to request a waiver.
Problem 19:I live in Korea (or another foreign country) and am unable to access Mail.mil from my personal computer. What can I do?
Solution 19-1:Try a VPN solution
Solution 19-2: You used to be able to visit this AKO page https://www.us.army.mil/suite/page/EnterpriseEmailTransition for information on this question to request a waiver.
Solution 19-3: Try changing your DNS server IPs and see it this works for you.
Here's How: In Windows, to manually configure the DNS settings for your current Ethernet / Wireless connection, look down by your clock, Right click on your Wireless / Ethernet connection -> Open Network and Sharing Center. Click Change Adapter Settings, Right Click on your active internet connection -> Properties. Under 'This connection uses the following items:' scroll down and click on 'Internet Protocol Version 4 (TCP/IPv4)', then click Properties. Under DNS Servers, select the option for 'Use the following DNS server addresses:'. This is where you manually configure your DNS servers. Google DNS: enter 8.8.8.8 for Preferred DNS, and 8.8.4.4 for Alternate DNS server. Click ok. Then click Close. You can also use Open DNS: enter 208.67.222.222 for Preferred, and 208.67.220.220 for Alternate DNS. Click OK, then click close.
Solution 19-4: Contact the Army Enterprise Service Desk to let them know you are having problems.
Problem 20:You are trying to updateMilConnect [are married to another Soldier] and cannot get your information to show up as you being the Sponsor. It may bring you up as a family member.
Solution 20: On the Sign-in page, click the CAC (tab), select Manage Account, NOT the Logon button. Click Select Sponsor, select your own name from the drop-down menu. Click Save. On the next screen, click the continue to MilConnect website (button). You can now login as yourself and update the MilConnect website.
Problem 21: Now that I'm on DoD Enterprise Email, how do I get all of my email that is currently in AKO account before I lose it?
Solution 21-1: Set up Outlook on your personal computer and set up AKO via IMAP.Create a PST and move the email to the PST.
Solution 21-2: Forward each of them individually to your new mail.mil email address.
Problem 22: I can't access my web.mail.mil email server, is the website down?
Solution 22: Visit: https://status.mail.mil (use your Email or PIV cert) you may be able to find out information about the status of your DECC.
Problem 23: Why am I being prompted for my PIN constantly when using Windows 8 / 8.1 / 7 built in smart card utility, or with ActivClient 7.0.1.x and 7.0.2.x?
Solution 23: Windows 8 / 8.1 / 7 built in smart card utility [and ActivClient 7.0.1.x / 7.0.2.x] do not cache your PIN (like ActivClient 6.2.0.x) does. DISA (Enterprise Email) wants to prompt you constantly for your PIN. The only solution I've found is for you to install CSSi, or Coolkey (However, the Navy OWA will still prompt with Coolkey installed). Find information about these two programs on the Windows 8 support page.
Problem 24: How do I move my contacts from AKO to mail.mil?
Solution 24: Follow this guide to see how to export your contacts into a .csv file, you can only import via Outlook 2007 or 2010. You'll have to be at your Army unit with Outlook configured for mail.mil access.
Non-Solution / Future Information 24: The ability does not exist to import contacts using OWA 2010 (which is what DISA uses for the @mail.mil email access). This option will become available in the future with the rollout of Office 365 / OWA 2013. In OWA 2013, you will find the below link by clicking Options, See All Options.., It will show up in the right side of the screen.
Problem 25: Firefox refuses to cooperate with Mail.mil
Solution 25: Follow installation guidance on Firefox page. I personally followed #1, #2, & #3.
Problem 26: See 'The ActiveX control needs to be enabled in Internet Explorer for Outlook Web App to work correctly. Click here to sign out, enable the ActiveX control, and then sign in to Outlook Web App.'
Solution 26:Follow this guide, specifically slide 20. Unless you've never gone through the guide before, then go through the entire guide.
Problem 27: See: 'Your S/MIME control is out of date.'
Solution 27: Follow Solution 7 above (Since the instructions they give you here are missing a step).
NOTE: This will only work with Internet Explorer (32 bit), NOT the 64 bit version (or on a Mac or any other web browser)
Problem 28: Receive 'Error Code: 500 Internal Server Error. The server denied the specified Uniform Resource Locator (URL). Contact the server administrator.'
Solution 28 (Windows users):Follow this information
Solution 28 (Mac users): Follow these ideas
Problem 29: The 'New' button does not work to create a New email (on Windows 8 / 8.1)
Solution 29: The problem is incompatible Browser Mode and Document Mode. In order for IE10 in Windows 8 (or IE 11 on Windows 8.1) to work with the EE-OWA, the Browser Mode can be any from IE11 (regular or Compatibility Mode) to IE7 and the Document Mode MUST be IE8 Standards or higher (e.g. IE9 Standards). Access that Menu by pressing F12. A small window will open at the bottom of the browser. The options are to the right of the Menu Bar on that small window.
Problem 30: I am receiving the error message: 'No digital ID for signing has been found. If you have a smart card-based digital ID, insert the card and try to send the message again. You can also try sending the message without a digital signature.'
Information: This affects users who have their AKO email address on one or both military and civilian CACs.
Solution 30-1: Update / change email address on your CAC(s) to your Enterprise Email address.
Solution 30-2:Visit an ID card office to have them update your email address on your CAC(s) to your DoD Enterprise Email address.
Problem 31: Web.mail.mil / OWA locks up when trying to delete a thread of email with Skype Click to Call (C2C) installed.
NOTE: You may have received an update to Skype on your Windows computer. This update comes with C2C. One person noticed the issue appear and also noticed that phone numbers in emails suddenly appeared in blue (hyperlinks) with a Skype symbol next to them.
Solution 31: Uninstall C2C and the issue with locking up OWA when deleting email threads will go away.
Problem 32: Web.mail.mil / OWA keeps going to Lite version instead of regular version
Solution 32-1: Click Options, Accessibility, uncheck the Use the blind and low vision experience check box.
Solution 32-2: Follow NOTICE at top of this page regarding adding 'mail.mil' to your Compatibility View Settings.
Problem 33: When forwarding emails from web.mail.mil, the attachments are being stripped from the message.
Solution 33-1: They are hidden from your current view. Follow guidance in Problem 35 below)
Problem 34: Why can't I open or send an encrypted email now that I upgraded to Windows 8.1 (includes Internet Explorer 11 by default) or my Windows 7 or 8 computer now has Internet Explorer 11?
Solution 34:Add your OWA server [or any other websites that are not working] to the web browser's 'Compatibility View Settings' by following instructions on slide 21 of this guide. See Solution 7 above on how to install (or reinstall) the S/MIME control, also uncheck 'always show from' in mail settings (Options, See All Options.., Settings, Mail (tab) under Message Format)
Problem 35: I cannot see my attachments once I add them to a new email message in OWA when using Internet Explorer 11? How do I know they are actually there before I send the email out?
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Solution 35-1: You have to add your OWA server [or any other websites that are not working] to the web browser's 'Compatibility View Settings' by following slide 21 in this guide. See Solution 7 above on how to install (or reinstall) the S/MIME control, also uncheck 'always show from' in mail settings (Options, See All Options.., Settings, Mail (tab) under Message Format)
Solution 35-2:Add the attachment to the email you are creating. Save the email as a draft. Close the email message, reopen it. You'll now see that the attachment is in the outgoing email.
Solution 35-3: Some people have added https://web.mail.mil to their Trusted Sites and claim it helps, I personally have not seen a need to add any sites to Trusted Sites when using web browsers newer than IE 8.
Solution 35-4: Use Google Chrome when sending attachments. Please know you cannot digitally sign or encrypt the email when using Chrome
Problem 36: What do the 3 letters mean before the @ sign?
Example: first.m.last.mil@mail.mil
Information 36:
Problem 37: After receiving a new CAC, you receive the following message when trying to use your CAC. 'A smart card was detected but is not the one required for the current operation. The smart card you are using may be missing required driver software or a required certificate.'
Solution 37: Your computer still has your certificates from your former CAC and is trying to them instead of your new CAC certificates. Follow slide 15 in this guide to clear them.
Solution 40: The attachment could be corrupt. Have them to resend to you, they may also need to be send it unencrypted.
Question: What exactly is 'Dual Persona?'
Answer: The easiest way to explain is to give you an example: an Army Reserve [or Guard] Soldier who is also a DoD civilian [or contractor] who is authorized [or required] to have / carry / use two separate CACs. We are finding that people who were previously a contractor [or civilian] during the past three years [even if they left the job a year ago] are still classified as a Dual Persona in the eyes of DMDC and DISA.
Individuals that fall into this category HAVE to activate their PIV cert to be able to access their email on the DISA Enterprise Email.
Installation Steps |
| Step 1: Obtain a CAC Reader |
| Step 2:CAC Reader driver / Video |
| Step 3:DoD Certificates / Video |
| Step 4:ActivClient / Video |
| Step 4a:Update ActivClient |
| Step 5:IE adjustments/Video |
| Log into AKO with your CAC now ---------------- Proceed ONLY if you need to sign forms |
| Step 6:IBM Forms Viewer (formerly Lotus Forms) / Video |
| Step 7:eSign / ApproveIt / Video |
| Page Quick Links: |
| Firmware Update for SCR-331 |
| Verify SmartCard Service started |
| Start Smart Card Service PDFs |
| Updating a CAC Driver |
Plug in your CAC reader NOW
NOTE: Please check and make sure your CAC reader installed BEFORE you attempt to follow the driver installation instructions below. Most of the time, the New hardware wizard will install the CAC reader automatically, negating the need for you to install the driver manually.
To Verify whether your driver did or did not install, follow these instructions:
Plug your CAC reader into your computer before proceeding
Vista, 7, & 8: Right click Computer, select Properties, Device Manager link (upper left corner of the screen), scroll down to Smart card readers, select the little triangle next to it to open it up. If your smart card reader is listed, go to the next step of installing the DoD certificates. NOTE: If you can't don't see it, click Start, In the Start Search line type in: devmgmt.msc. (For Windows 8.1 users, you'll right click Start.
XP: Right click My Computer, select Properties, Hardware tab, Device Manager button, scroll down to Smart card readers, select the + next to it to open it up. If your smart card reader is already listed, you can go to the next step of installing the DoD certificates.
If it did not install correctly.. Try this first: Go to Device Manager (Instructions are above), scroll down to Smart Card readers, right click the CAC reader that shows up below Smart Card Readers. It could also be under unknown devices. Select Uninstall. It will give you a message. Once it is uninstalled, unplug the reader from your computer. Wait a few moments, then plug it back in. It 'should start to install itself. If that doesn't work, keep reading for other ideas below.
IF you do not see Smart card readers when checking, THEN follow along with the steps below.
To install a driver onto your computer for a CAC reader, you need to first download the correct driver for the hardware you purchased, I have drivers for the most common USB Readers, Keyboard, laptop, & desktop card readers
PROCEED TO STEP 3 ONCE YOU'VE COMPLETED YOUR VERIFICATION OR INSTALLATION
Unzipping - the driver
Windows 7, Vista, or XP- Save the zip file to a location of your choosing. Once you have the zip file downloaded, open the zip file (Windows built in zipping program). Copy the folder inside to a new folder. It will unzip the contents, (This is the folder you will need when you are doing the steps below). You can also use the Extract All Files button (on the left under Folder Tasks, under File, Extract All). It will then ask where you want to save the file too. I recommend just putting a backslash ( ) at the end of the location already on the screen.
WinZip- Use the Extract button. It will ask you where you want to save the extracted files to, I recommend your desktop. Click the desktop icon on the left. Push the little yellow folder in the upper right corner of this active window. It will prompt you for a name for the folder (type in CAC Driver). Hit OK, then select Extract (lower right corner of this window). You should now see your new folder on your desktop to open up. Keep this for a later step.
Updating the Driver - Example is for an SCR-331
Windows 7, 8, & Vista - Right Click Computer, Select Properties
Click the Device Manager link (on the left side of your screen)
Select the triangle next to Smart Card Readers
Right click the SCRx31 USB Reader, select Update Driver software
Browse my computer.. Select Browse, then desktop (or wherever you made the folder)
NOTE: One person had to select 'Search automatically for updated driver software' (This is very rare)
Select the folder (if using the firmware update driver below, stop at the driver folder, do not 'dig' down to AND or Intel folders) and then OK. Next
Your driver will be installed.
Windows XP - Right Click on My Computer, Select Properties,
Go to the Hardware tab, Select Device Manager,
Select the + next to Smart card readers.
Right click on SCR33x USB Smart Card Reader.
Select Update Driver, then No, not at this time, Next,
Select Install from a list or specific location (Advanced), Next, Unselect Search removable..,
Select Include this location in the search:, now hit Browse, find the folder we made a few moments ago.
Help With Setting Up Military Cac Card Reader For Macbook
All you have to do is select the folder and hit OK, Next, It should do the rest on its own. Select Finish when complete.
Updating the Driver - for IOGear GSR-202 reader
Plug your IOGEAR CAC reader into an available USB port
Allow Windows to load the generic driver
Go to the IOGear website and download the driver for GSR 202 CAC Reader to your desktop
Create a folder on the desktop to extract the driver's zipped files
Unzip the file to the folder you've created
Go to Device Manager
Select the CAC reader
Right click the driver
Select properties
Select update driver
Select Browse
Select the IOGear driver from the desktop folder. This is the unzipped IOGEAR folder
The driver gives you two choices: 32 bit and 64 bit. (this must match your version of Windows)
Install the driver
Insert your CAC into the CAC reader
The yellow light on the CAC reader should blink rather than remain a solid yellow
If the yellow light blinks on the CAC reader, then the computer has added the smart card as a device and the card will work properly
FIRMWARE UPDATE for SCR-331 Reader
(Requires a physical Windows computer, Mac using Bootcamp, or LPS (see next sentence below). It will NOT work in virtual Windows (examples: VMware, Parallels, or Virtual box)).
Intel based Macs can update the firmware using LPS (instructions on top of PDF page 37 (document page 34)) Video instructions
The firmware update 'should' fix the following problems:
A. Card reader is not recognized
B. Shows up as 'STCII Smart Card Reader'
C. Shows up as 'USB Smart Card Reader' (not necessarily a problem)
D. Does not read your 'Gemalto TOP DL GX4 144', 'Oberthur ID One 128 v5.5 Dual' CAC.
E. Does not read your CAC when using your Mac
F. Trying to use the Windows 7 built in Smart Card service instead of ActivClient.
NOTE: We are hearing more and more Mac users having problems with the SCR-331 reader. A recommendation is to get a Mac compatible reader.
Installation Instructions:
| 1. Download update file from MilitaryCAC or Identive |
| 2. Unzip the downloaded file (by Right-clicking and selecting Extract All) |
| 3. Update the driver present in the 'driver' folder (by following guidance above) |
| 4. Once the driver is updated, Run FWUPDATE.EXE (lightning bolt) in the 'app' folder to update the firmware. Select the default choices. |
| 5. Close all programs, restart your computer |
NOTE: If you computer fails to recognize the CAC reader driver, you may need to try a different computer to do the update.
Now your SCR-331 reader can be used with Windows 8, 7, Vista or Mac.
FIRMWARE UPDATE for SCR-3310 reader
(V1 ONLY (doesn't have V2 after SCR-3310 on the label))
(Requires a physical Windows computer, Mac using Bootcamp, or LPS (see next sentence below). It will NOT work in virtual Windows (examples: VMware, Parallels, or Virtual box)).Intel based Macs can update the firmware using LPS (instructions on PDF page 37 (document page 34)) Video instructions
NOTE: DO NOT use this update on a V2 reader. There is no firmware update for a V2 because it is already updated.
Click on FWUpdate.exe, this will update your firmware to version 5.26
CHECK SERVICES to make sure Smart Card is running
(This Video shows a very basic version on how to start the service)
If your CAC reader is still not seen by ActivClient, make sure that the Smart Card service is running.
Here's how: Go to: Start, Run (in XP), Start Search (in Vista), Search programs and files (in Windows 7), Right click Windows 'start button' select Run (Windows 8.1), type: Services.msc Scroll down to Smart card, double click it and set it to automatic and click Start
If you are unable to start the service; It doesn't show up; ActivClient still says no reader attached; or it acknowledges you have a CAC in the reader (but you can't access it) follow these registry edits below.
Windows 8 & 8.1
Automated method (double click the .reg file inside the .zip folder)
Windows 7 & Vista
Automated method (double click the .reg file inside the .zip folder) from MilitaryCAC
Automated method (with instructions) from Lazybit
Cac Card Reader For Macbook
Manual method for Windows 7 & Vista systems (mirror your registry settings to the PDF links below for your specific version of Windows).
Windows XP
Automated method (double click the .reg file inside the .zip folder)
Alternate cure for XP (Requires your original XP installation CD)
Anytime you make changes to the Registry it is a recommended you back it up first
Military Cac Card Reader Drivers
If ActivClient still does not see the CAC reader, try these ideas (if they don't work, your only other option is reloading Windows onto your computer).