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Email address and storage provided by:  Defense Information Systems Agency (DISA)

Enterprise Webmail link:


PLEASE keep your information updated in the Global Address List (ONLY YOU can do this)


In the Under Secretary of the Army memorandum regarding Enterprise Email, the email address is the default email address on all new CACs issued since 6 January 2014.


Created a 'retiring' page dedicated to providing information for people getting ready to retire.  People need to understand they will no longer have access to their Enterprise Email and AKO once you surrender your CAC or your date of retirement (whichever comes first).


Information from DISA regarding EEmail


Army CIO/G6 Blog titled:  Army Nears Completion of Migration to DoD Enterprise Email (hear what others are saying about EEmail).


All Army AKO users who have a CAC are now migrated to DoD Enterprise Email and will no longer be able to access email via username / password.  DEE uses Microsoft Exchange 2010 and requires 100% CAC use via Outlook Web App. 


Dual Persona users need to EXPOSE the PIV, or you will not be able to access your Enterprise Email account(s).


Accessing 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
Step 4a:  Update ActivClient
Step 5: IE adjustments | Video
Step 6: Select the EMAIL certificate when prompted (Except for Dual Persona personnel), you have to select your PIV certificate instead.
Example of selecting Email certificate

Windows 10 users will see the certificate selection differently than older versions of Windows.  Click More choices to see additional certificates.  Select the correct one, and then click OK
Windows 10 cert selection

Mac Users - Some of the information below will not work for you.  Start here for your specific Operating System.



Problem 1:  How can I check my DoD Enterprise Email other than OWA 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.  Read the section near the bottom with the --s  This means, it cannot be set it up on a personal computer using Outlook like we used to do with AKO and's predecessor, Advanced Technologies Email.


Solution 1-1:  Yes, you can forward it to another .mil or .gov email address.  (For all users)


Solution 1-2:  Yes, use your government owned BlackBerry, iPhone, iPad, or Android device (Only for Business Class users)


Solution 1-3:  Yes, bring your government computer with you and use VPN (For all 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 users)





Problem 2:  You receive the  following error message when attempting to access

Example of what you'll see if not set up yet


Solution 2:  You don't have an Enterprise Email account yet.  Check back with your organization to find out the approximate date it will be created.  All Army users will have their account created automatically within 24 hours of receiving your CAC.  You can call the Army Enterprise Service Desk at 866-335-2769 to find out who your Entitlement Manager is for your command if you've had your CAC longer than 48 hours.




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 ( 

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 17)

-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 3-3If 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


Solution 5:  Follow guidance on PIV page





Problem 6:  Problems with 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 / (current or prior to receiving a new CAC).


Solution 7-1:  Make sure you have the S/MIME control installed.

NOTE:  This is only available in Internet Explorer (32 bit).  It will NOT work with the 64 bit version, on a Mac, or any other web browser.


Information:  Browsers other than 32 bit Internet Explorer are not capable of using OWA S/MIME, because it is an Active-X control.  By design web browsers other than 32 bit Internet Explorer do not support Active-X (and Browser Helper Objects)


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 actually run 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:  If you don't see these options, it could be because you are in "Use the blind and low vision" mode.  To verify, Select Options, Accessibility.  If your screen looks like the image below, uncheck the box next to Use the blind and low vision experience.  Select Save (diskette above big word accessibility), Sign out, then back into your webmail, and follow instructions above.


Blind and low vision experience

Solution 7-2:  Make sure you have your address on your CAC.  Here's how to change / update your email address on your CAC.


Solution 7-3a:  If you have recently received a new CAC, follow this guide dated 2014 (CAC required AKO link) which explains how to recover your former CAC certificate(s).  NOTE:  You MUST be on the military unclassified network to access the certificate recovery websites, which means you cannot access the links from your home computer. 


Solution 7-3b:  Here is a non CAC required required guide dated 2016, NOTE: you MUST be on the military unclassified network to access the certificate recovery websites, which means you cannot access the links from your home computer. 





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 - Worldwide at:  866-335-2769)


Solution 8-1a (Army Reserve): Contact the Army Reserve Help desk at: 844-770-3737, or [from your Army Reserve computer] go to:  https://esahelp





Problem 9:  How do I turn off conversation view in

Solution 9:  Click View, uncheck Use Conversations. 

OWA Conversation view






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."


 Error message when accessing OWA


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. 

Example of how to see how much space your account is using up



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?


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 have email address on their 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 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  with your CAC and PIN and the IE tab indicates you're an email user.  The next screen shows your actual mail server  however, this link only timeouts. It also times out if you go straight to it.


Solution 15:  Add * to your trusted sites

Here's how:  Open Internet Explorer, Click Tools, Internet Options, Security (tab), Trusted Sites (green checkmark), Sites (button), type * in the Add this website to the zone: box and hit the Add (button)





Problem 16:  I live in Korea (or another foreign country) and am unable to access from my personal computer.  What can I do?


Solution 16-1:  Try changing your DNS server IPs and see it this works for you.

Here's How in Windows to manually configure the DNS settings.

1.  Right click on your Wireless / Ethernet connection (down by your clock)

2.  Select Open Network and Sharing Center

3.  Click Change Adapter Settings

4.  Right Click on your active internet connection, select Properties

5.  Under This connection uses the following items: scroll down and click on Internet Protocol Version 4 (TCP/IPv4), then click Properties

6.  Select the option Use the following DNS server addresses:.  This is where you manually configure your DNS servers: 

Google DNS - enter for Preferred DNS server, and for Alternate DNS server.  Click OK, then click Close.  

 Open DNS - enter for Preferred DNS server, and for Alternate DNS server.  Click OK, then click Close.


Here's How on a Mac to manually configure the DNS settings. 

1.  Click Apple icon -> System Preferences, Network.  

2.  Select the network connection service you want to use (such as Wi-Fi or Ethernet, unless you named it something else) in the list, then click the Advanced (button). 

3. Click the DNS (tab), click the (+) at the bottom of the DNS Servers list.  This is where you will add DNS server IP addresses. 

Google DNS - enter and for the DNS IPs.  Click OK  then close the open window.   

Open DNS - enter and 

4. When you're finished, click OK, then close the open window


Solution 16-2:  Try a VPN solution


Solution 16-3:  Contact the Army Enterprise Service Desk to let them know you are having problems.





Problem 17:  You are trying to update MilConnect [are married to another Soldier] and cannot get your information to show you as the Sponsor.  You are probably showing up as a family member.


Solution 17On the Sign-in page, click the CAC (tab), select Manage Account, NOT the Logon button.  Click Select Sponsor, select your 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 your MilConnect data.





Problem 18:  I can't access my email server, is the website down?


Solution 18:  Visit: (use your Email or PIV cert) you may be able to find out information about the status of your DECC.





Problem 19:  Why am I being prompted for my PIN constantly when using Windows 10, 8 / 8.1, 7 built in smart card utility, or with ActivClient 7.0.1.x and 7.0.2.x?


Solution 19:  Windows 10, 8 / 8.1, 7 built in smart card utility [and ActivClient 7.0.1.x / 7.0.2.x] don't cache your PIN (like ActivClient 6.2.0.x) does.  DoD Enterprise Email wants to ask you constantly for your PIN.  The only solution I've found is for you to install CSSi, or Coolkey (However, the Navy OWA still prompts even with Coolkey installed).  Find information about these two programs on the Windows 8 support page.





Problem 20:  Firefox refuses to cooperate with


Solution 20:  Follow installation guidance on Firefox page.  I personally followed #1, #2, & #3. 





Problem 21:  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."

ActiveX error message


Solution 21:  Follow this guide, specifically slide 20.  Unless you've never gone through the guide before, then go through the entire guide.





Problem 22:  See: "Your S/MIME control is out of date."

S/MIME Out of Date image


Solution 22:  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 23:  Receive "Error Code: 500 Internal Server Error.  The server denied the specified Uniform Resource Locator (URL).  Contact the server administrator."


Solution 23 (Windows users):  Follow this information


Solution 23 (Mac users):  Follow these ideas





Problem 24:  The "New" button does not work to create a New email (on Windows 8 / 8.1)


Solution 24:  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 on the right of the Menu Bar of that small window.





Problem 25:  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."

digital ID error message


Information:  This affects users who have their AKO email address on one or both military and civilian CACs.


Solution 25-1: Update / change email address on your CAC(s) to your Enterprise Email address.


Solution 25-2: Visit an ID card office to have them update your email address on your CAC(s) to your DoD Enterprise Email address.


new imageSolution 25-3:  Your computer still has your certificates from your former CAC, and is trying to use them instead of your new CAC certificates.  Follow slide 23 in this guide to clear them.





Problem 26: / OWA locks up when trying to delete a thread of email, moving messages, and dismissing reminders. 


NOTE:  You may have received an update to Skype on your Windows computer.  This update comes with Skype Click to Call (C2C).  People have noticed the issue appear and also noticed phone numbers in emails suddenly appeared in blue (hyperlinks) with a Skype symbol next to them.


Solution 26:  Uninstall C2C and the issue with locking up OWA when deleting email threads, moving messages, and dismissing reminders will go away.





Problem 27:  When forwarding emails from, the attachments are not showing in the message, but somehow the recipient is still getting the attachment.


Solution 27:  The attachment is hidden from your current view.  Follow guidance in Problem 28 below)





Problem 28:  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?


Solution 28-1:  Add the attachment to the email you are creating.  Save the email as a draft.  Close the email message, reopen it.  You should now see that the attachment is in the outgoing email.


Solution 28-2:  You might need 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 28-3:  Use Google Chrome when sending attachments.  Please know you will not be able to encrypt email when using Chrome.


Solution 28-4:  Make sure you have Silverlight installed (





Problem 29:  Receiving a message stating:  There were problems validating this signature. (More information) when trying to read encrypted or signed emails in OWA

problems validating signature


When you click on More information, you get this

Security status


Solution 29:  Add to your web browser's Trusted Sites (I know this goes against other guidance on this website).


Here's how:  Open Internet Explorer, Tools, Internet Options, Security (tab), Trusted Sites (green checkmark), Sites (button), Copy   and paste it into the Add this website to the zone: (box), select Add, then close to get out of Trusted Sites. 





Problem 30:  What do the 3 letters mean before the @ sign? 



Information 30:

email Personas




Problem 31:  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."

  Smart Card Detected error message image


Solution 31:  Your computer still has your certificates from your former CAC, and is trying to use them instead of your new CAC certificates.  Follow slide 23 in this guide to clear them.





Problem 32:  Receive the following error message "Your current security settings do not allow this file to be downloaded."


Solution 32:  Open Internet Explorer, click Tools, Internet Options, Security (tab), select the Internet icon, click the Custom level... (button), scroll down to the section titled Downloads and under File download make sure Enable is selected.





Problem 33:  I can't access my webmail


Solution 33:  Try disabling your Antivirus / web protection, if this works..

Avast users do this:  Add ** [and any other websites you can't access] to the Exclusions section of Main Settings, see image More information about what Avast is doing can be read here.

AVG users follow their guidance by adding https://* to the exceptions list

Bitdefender users may need to uninstall the program and find a different Antivirus program

Kaspersky users follow their guidance by adding https://* to the exceptions list.  Another person had to turn off the Parental controls.

-Another fix for Kaspersky users is to turn off "Traffic Processing" under "Network Settings"

McAfee users follow their guidance





Problem 34:  Receiving "This message contains an attachment encoded in a format that Outlook Web App doesn't recognize.  Some of the information it contains may not be displayed in the message body."  when trying to open an attachment in an email using webmail.
           OWA cannot read Attachment
Solution 34:  The attachment could be corrupt.  Have them to resend to you, they may also need to be send it unencrypted.

Problem 35:
  Mac users are unable to add attachments to emails


Solution 35: Close OWA, download and install Microsoft Silverlight from:   once installed, log back into OWA and attach your file to your email.





Problem 36:  You are a member of a Non Persona Entity (NPE) mailbox and need to access it via


Click on your name



Shared Mailbox3

Start typing the name of the mailbox, you'll see it start to populate





Problem 37:  Receive error message "One or more errors occurred while the message was being sent.  Error: (0x80004003)" with Lync or Skype installed when trying to send emails in OWA.

Error 0x80004003


Solution 37:  In Internet Explorer, click Tools, Manage Add-ons.  Find and select Lync Browser Helper, and click the Disable button





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.




 If you have questions or suggestions for this site, contact Michael J. Danberry
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