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If you are a Mac user, go to this page to ask your question  (Please do NOT use the form below for Mac questions UNLESS you are having problems with Windows using:  Parallels, VMware, VirtualBox, or Bootcamp)


Please complete all form fields and input the correct information into the form below.  My intent is to reply to you with the correct ideas for you to fix the problem(s) you are having.  I may steer you in the wrong direction if you provide incorrect information.  When you leave boxes blank, I have to reply asking you the same questions that were ignored, this reduces my time to help other people. 


A majority of the questions I receive can be corrected by you trying these ideas first: 

1:  Most DoD website access problems can be fixed by following these adjustments to your Internet Explorer (or Google Chrome) web browser.


1a:  Cannot send email in Windows 10 using Internet Explorer since Microsoft patch Tuesday around 14 March 2017. 


2:  All Army Knowledge Online (AKO) users who have a CAC should now be migrated to DISA's Enterprise Email (DEE) and will no longer be able to access their AKO email with username and password.  DEE is only accessible via CAC, so, please look at this page for information you will need to access your email.


3:  If you have a "GEMALTO TOP DL GX4 144" or "GEMALTO DLGX4-A 144" CAC, are using Windows 7 or 8, you "should" be able to use your CAC without installing ActivClient.  If you have an "Oberthur ID One 128 v5.5 Dual" or "G&D FIPS 201 SCE 3.2" CAC, are using Windows 7 or 8, you "might" be able to use your CAC without installing ActivClient.


4:  If you have the "Oberthur ID One 128 v5.5 Dual" CAC and it does not work with your Windows [7 or below] computer you need to install ActivClient, AND then update it


5.  Windows 7 (64 bit) users who have the IO Gear GSR-202 CAC reader [and are having problems with the reader not staying in device manager after the computer is restarted] should Install the driver from IOGear then restart the computer to fix the problem.  This has worked for some people, others are still having the problem.  To update the driver manually, follow this guidance.  The only other solution for it not working is to return it and purchase a different reader.


6.  If you have an SCR-331 USB CAC reader, and have NOT updated the firmware, go here for instructions.


7.  Windows 7 users who have Internet Explorer 11 installed need to follow guidance on the Windows 7 support page for tweaking IE 11.  To use DTS on Windows 7 with IE 11, look here for instructions


8.  Windows 8 users click here for information on how to use your CAC on your computer.   NOTICE:  Window 8.1 / Internet Explorer 11 users will have to add their OWA server [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 reinstall the S/MIME control.  Cure provide by Tuan     To use DTS on Windows 8.1, look here for instructions


9.  People who have updated from Windows 8 to 8.1 [who were previously using ActivClient 6.2.0.x] will need to uninstall it, restart computer to be able to use your CAC now.

9a. People who have updated from Windows 8 to 8.1 [who were previously using ActivClient] will need to update to or above from links here.


10.  Receiving "Error 500" when visiting your webmail.  Follow these possible solutions


11.  If you are having problems accessing CAC enabled websites, 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

new imageCovenant Eyes can cause issues for some people.  Only fix we could find is to uninstall it.  Please call 877-479-1119, they can help troubleshoot the issue.  One person I spoke with had an outdated version.  Once the new version was installed, it worked again

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

new imageESET users can try adding the site(s) not working to the exclusion list, or uninstall the program 

Kaspersky users turn off "Inject script into web traffic to interact with web pages" located under Settings, Additional, Network.  Uncheck Inject script into web traffic to interact with web pages (under Traffic Processing), Select Continue

-Another Kaspersky fix is to change the "Encrypted connections scanning" option to "Do not scan encrypted connections" located under Settings, Additional, Network settings.

McAfee users follow their guidance to add https://*


12.  LENOVO laptop users having issues should uninstall "SUPERFISH INC VISUAL DISCOVERY"  Read this forum for more information.  Article from Kim Komando about this preinstalled adware.  How-To Geek article


13. If you are a Windows 10 / 8.1 / 8 user and are having problems digitally signing PDFs, make sure you have Adobe Reader installed.  The built in PDF reader will not allow digital signature signing.


14. Windows 10 users, please look for ideas on


15.  If you see:  "f5 Your session could not be established."  Go through this guide, You might also need to expose your PIV cert if you are a Dual Persona user.

f5 error image



16.  If you have been issued a new CAC since 1 February 2016 and are having problems accessing CAC enabled websites, you may have CA-33 or higher and will need to update your DoD certificates on your computer. 


17. When trying to sign a PDF with Windows 10 using Adobe Reader DC, receive "Error encountered while signing:  The Windows Cryptographic Service Provider reported an error:  Key does not exist.  Error Code: 2148073485"  Look here for a solution.


New image18.  Receiving error message similar to this: "The DNS server might be having problems.  Error Code:  INET_E_RESOURCE_NOT_FOUND" - Follow guidance here to change your DNS server.   Or your system seemed to have stopped working over the past couple of weeks.



These are the 5 CACs currently being issued

Gemalto 144 CAC image GemaltoDLGX4-A 144 image  Oberthur 5.5 CAC image Oberthur 5.5a CAC

G&D FIPS 201 SCE 3.2 image

Which CAC do I have video

Read more about the older CACs and replacing them


Mac Users go here

Linux Users go here

Contact Michael Danberry the following ways:


1. Contact form above (Preferred method)
2. Email:  Click to solve reCAPTCHA to see email address (Completely Automated Public Turing test to tell Computers and Humans Apart)


4. Through remote access to your computer


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