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If you are experiencing trouble accessing our
secure site, please check to see whether your problem
is discussed in the list below. If not, please contact our
technical assistance.
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SYMPTOM |
PROBLEM |
CORRECTIVE ACTION |
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You receive no response while accessing the secure web site or get a "The page cannot be displayed" IE error.
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Incorrect security settings on your IE browser |
Click on Tools - Internet Options - Advanced. Scroll
to the Security Section:
1. The setting "Check for server certificate revocation (requires restart)" should be unchecked.
2. Setting "Use SSL 2.0" should be checked.
3. Setting "Use SSL 3.0" should be checked.
4. Setting "Use TLS 1.0" should be checked.
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While trying to access the secure web site,
you receive a "The page cannot be displayed" IE error page
after you select your certificate from the Client Authentication pop-up window.
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You have probably selected the wrong certificate
from the Client Authentication pop-up window. |
Click the "View Certificate" button in the
Client Authentication window and verify the certificate details to ensure you are
selecting the identity certificate. |
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When attempting to access the secure web site, you receive a message indicating there is an
error on the card. When "Cancel" or "OK" is selected you are sent to a
"Cannot find server or DNS Error Internet Explorer" IE error page.
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You have most likely not registered your PKI certificates
with your Browser or on your PC. |
Register your identity certificate.
Check to see that they are registered correctly by doing the following:
Open IE, Tools - Internet Options - Content - Certificates - Personal.
If using a CAC, ensure certificates are registered using
ActivCard - ActiveClient software on your Government PC. |
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You receive a message to "Insert Smart Card:
Please insert one of the following smart cards:ActivCard Gold (Schlumberger Cyberflex Access)
, ActivCard Gold (Schlumberger Cyberflex Access). ActivCard Gold."
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The CAC may not have been inserted,
may not be inserted fully, or you may have inserted it into the reader incorrectly,
either upside down or backwards. |
Re-Insert card fully, or Remove card
and re-insert correctly. Card should be face (user's photo) up with Gold chip
closest to (pointed toward) the reader. |
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When entering your PIN [Common Access Card (CAC)
you receive a message "Incorrect PIN!" or "The card authentication failed.
Your PIN or biometric verification was invalid."
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You have entered an incorrect PIN. |
Verify your PIN (Is your NUM Lock On?),
click on "Retry" and carefully re-enter it correctly. |
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