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DEPARTMENT OF DEFENSE (DoD) ENTERPRISE EMAIL INFORMATION PAGE

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

 
Enterprise Webmail link:

https://web.mail.mil

 

Only YOU can update your information in the DISA Global Address List

 

 NOTICE:  Window 8.1 / 7 users with Internet Explorer 11 will 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 may then have to then reinstall the S/MIME control.

 

Under Secretary of the Army memorandum regarding Enterprise Email address is the default email address on all newly issued CACs started on 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 very soon AKO as well.

 

Information from DISA regarding EEmail

 

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 and requires 100% CAC use from the https://web.mail.mil Outlook Web App site. 

 

Dual Persona user's AKO accounts are still being migrated, so, GET your PIV exposed NOW, or you will have problems accessing your Enterprise Email account(s).

 

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

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 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.  This means, it cannot be set it up on our personal computer using Outlook like we have done in the past with AKO or the Mail.mil predecessor Advanced Technologies Email.

 

Solution 1-1:  Yes, you can forward it to another .mil or .gov email address.  We will now only have one email address for work and home.  There will be no more separation. (for all mail.mil users)

 

Solution 1-2:  Yes, use your government owned BlackBerry (Only for Business Class users)

 

Solution 1-3:  Yes, bring your government computer with you and use VPN (for all mail.mil 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.  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:  You receive the  following error message when attempting to access https://web.mail.mil

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

 

Solution 2:  Your Enterprise Email account is not yet created.  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 are said to 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 will be created.

 

-An older Instruction guide:  http://www.disa.mil/~/media/Files/DISA/Services/Enterprise-Services/MilConnectTTP.pdf

 

Solution 3-3If your rank is wrong (examples: 1SG vs MSG, SP4 vs CPL vs SPC, 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 also a DoD civilian [or contractor] who is authorized to carry two CACs).  We are finding that people who were previously a contractor [or civilian] during the past three years [even if you left the job a year ago] are still classified this way.  This is a reason as to why you cannot access your webmail

.

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 , new imageSome people have now had to login to MilConnect at:  http://milconnect.dmdc.mil, 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.htm   new imageVideo

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 cards.  So, you'll need to change one of your CACs.  See error message below.   Here's how to change your email address on your CAC.  This will also add it to your CAC if you don't have an email address on your CAC.

--Your system needs to be all 32 bit or all 64 bit, which means:

 

64 bit Windows 7, Vista or XP (will NOT work with Windows 7 built in Smart Card utility or with Windows 8)

64 bit ActivClient latest version

64 bit Internet Explorer (Start, All Programs, Internet Explorer (64-bit)) NOTE: IE 10 users try following this information

64 bit Java (make sure you are accessing this site from your 64 bit IE web browser)

NOTE:  You now have to change a Java security setting, Go to Java (in Control Panel), Click Security (tab), move the little arrow bar down to Medium.

 

32 bit Windows 7, Vista or XP (will NOT work with Windows 7 built in Smart Card utility or with Windows 8)

32 bit ActivClient latest version
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 now have to change a Java security setting, Go to Java (in Control Panel), Click Security (tab), move the little 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.

 

Non-Solution 5-1a Windows 8 users:  I have found no way for you to activate your PIV using Windows 8.  This means you will need to 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 is affecting 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. 

 .

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.

new imageActivClient 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

new image ActivClient update version of 7.0.2.308 and above show your PIV automatically.

 

WAWF (Wide Area Work Flow) users, please take note:  Recently the Wide Area Workflow website updated and is moving 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 in 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 runs 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:  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 19 in this guide

 

Solution 7-2:  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).

 

 

 

 

 

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 (Changed on 30 April 2013)

 

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 in web.mail.mil?
.

Solution 9:  Click View, uncheck Use Conversations.  See image below

OWA Conversation view

 

 

 

 

 

Problem 10:  Receiving the following error message when trying to use OWA on Windows 7 (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

 

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 (or on a Mac) 

 

 

 

 

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. 

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

 

 

Problem 11a:  I am over my storage limit, so, I cannot send any new mail.  How can I increase my email storage capacity?  AKO gave me 1024 MB and DISA is only giving me 512 MB, what can I do?

 

Solution 11a:  There is currently no way or plan to increase your mailbox size.  Call 866-335-2769 and ask when this option will be available.  The more voices heard, the possibility of a change.

 

 

 

 

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 that is listed on your CAC is also in your Exchange profile.  NOTE:  This is why Army users used to use the AKO email address on our CAC, and that our AKO email address is also listed as an alias in our Exchange profile.   You can update your email address by following this 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.mil account to a closer DECC (Defense Enterprise Computing Center) 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?

 

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)

 

 

 

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 home computer.  What can I do?

 

Solution 19-1:  Visit this AKO page https://www.us.army.mil/suite/page/EnterpriseEmailTransition for information on this question to request a waiver.

 

Solution 19-2:  Contact the Army Enterprise Service Desk to let them know you are having problems.

 

 

 

Problem 20:  You are trying to update MilConnect [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 20On the Sign-in page, click the CAC (tab), then Manage Account, NOT the Logon button.  Click Select Sponsor, then select your own name from the drop-down menu.  Hit 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 built in smart card utility, or with ActivClient 7.0.1.x and 7.0.2.x?

 

Solution 23:  Windows 8 built in smart card utility [and ActivClient 7.0.1.x / 7.0.2.x] do not have the option to cache your PIN (like ActivClient 6.2.x.x).  DISA (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 will still prompt with Coolkey installed).  Find information about these two programs on the Windows 8 support page.  Item #2

 

 

 

 

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.

Import Contacts in OWA 2013

 

 

 

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."

ActiveX error message

 

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."

S/MIME Out of Date image

 

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)

 

 

 

 

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:  New button does not work to create a New email (on Windows 8)

 

Solution 29:  The problem is incompatible Browser Mode and Document Mode.  In order for IE10 in Windows 8 to work with the EE-OWA, the Browser Mode can be any from IE10 (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 just received a new CAC, and am unable to access my old encrypted email

 

Solution 30:  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).

 

 

 

 

Problem 31:  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 affected a dual persona user who had the same AKO email address on both his military and civilian CACs.

 

Solution 31:  Update / change email address on at least one of the CACs.

 

Solution 31-2: Visit an ID card office to update your email address on one of your CACs

 

 

 

 

Problem 32:  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 auto 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 32:  Uninstall C2C and the issue with locking up OWA when deleting email threads will go away.

 

 

 

 

Problem 33:  Web.mail.mil / OWA keeps going to Lite version instead of regular version

 

Solution 33-1:  Click Options, Accessibility, uncheck the Use the blind and low vision experience check box.

 

Solution 33-2:  Follow NOTICE at top of this page regarding adding 'mail.mil' to your Compatibility View Settings.

 

 

 

 

 

Problem 34:  When forwarding emails from web.mail.mil the attachments are being stripped from the message.

 

Solution 34:  See Solution 7 above on how to reinstall the S/MIME control, also uncheck "always show from" in the mail settings box (Options, See All Options..., Settings, Mail (tab) under Message Format)

 

 

 

 

Problem 35:  Why can't I open or send an encrypted email now that I upgraded to Windows 8.1 (which includes Internet Explorer 11) or my Windows 7 computer now has Internet Explorer 11?

 

Solution 35:  Add your OWA server domain [or any other websites that are not working] to the web browser's  "Compatibility View Settings" by following instructions on slide 19 of this guide.  You may also have to reinstall the S/MIME control.

 

 

 

 

new imageProblem 36:  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 the are actually there before I send the email out?

.

Solution 36-1:  You have to add your OWA server domain [or any other websites that are not working] to the web browser's  "Compatibility View Settings" by following slide 19 in this guide.  You may then have to reinstall the S/MIME control as well.

 

Solution 36-2:  Add the attachment to the email you are creating.  Save the email as a draft.  Close the email message, then reopen it.  You'll now see that the attachment is actually in the outgoing email.

 

Solution 36-3:  Some people have added https://web.mail.mil to their Trusted Sites and claim it helps.

 

 

  

 

 

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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