Problem 3: How do I add my PIV Authentication certificate to my CAC, so, I can access my email?

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Information:  All CACs issued after February 2018 have the PIV / Authentication certificate already active, therefore no reason to go through this process

Solution 3:  If your CAC was issued before February 2018, then Follow guidance on PIV page.  This should not be an issue as max life of a CAC is 3 years.  So, a February 2018 CAC would have expired in February 2021. 

NOTE: The process will work for changing the email address on the CAC from your former @mail.mil to your new @army.mil or @usa.army.mil (Google Workspace users ONLY)

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Problem 4:  The time and days are not correct in my webmail calendar and or email messages

NOTE:  It is possible when you initially set up your webmail access you selected the defaults, which included the time zone set to Zulu time. 

Solution 4: Click the Gear (near top right corner of web page),

Click View All Outlook settings (bottom right corner),

Click General (left side column),

Select Language and time,

Change Current Time Zone to your location in the world. 

Click the X at top right when finished.

Problem 5:  How do I get support for my Army 365 account?

Solution 5-1 (when at Home or Work):  Contact the Army Enterprise Service Desk - Worldwide by calling:  866-335-2769 24x7 or go to:  https://www.aesmp.army.mil

Problem 6:  I have PCSd to a new installation / location.  How do I update my information in the Army.mil Global Address List?

Solution 6:  Look at Solution 2-1 above

Problem 7:  I am stationed in [or visiting] a foreign country and am unable to access my military email from my personal computer.  What can I do?  Also helps problems accessing DoD sites from the USA when receiving messages regarding DNS.

Solution 7-1:  Try changing your DNS server IPs and see it this works for you.

Here's How in Windows 11 to manually configure the DNS settings.

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

2.  Select Open Network & Internet settings

3.  Click your active internet connection (Wi-Fi or Ethernet)

5.  Select your internet connection name properties

6.  Scroll down to DNS server assignment and click Edit

7.  Select Manual from the drop down

8.  Toggle the IPv4 button to the right, it should now show the word on

9.  This is where you manually add DNS server IPs:

 NOTE: It is up to you if you want to use Quad 9 or Cloudflare.  You might try each of them separately.   

Quad 9 - enter 9.9.9.9 for Preferred DNS server, and 149.112.112.112 for alternate DNS server.  Click Save.  Wait a few minutes, then try to access the site again.

  or

Cloudflare - enter 1.1.1.1 for Preferred DNS server, and 1.0.0.1 for alternate DNS server. Click Save.  Wait a few minutes, then try to access the site again.

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If you are a Spectrum or Century Link customer, you may need to change the DNS on your router, changing it on the client doesn't seem to allow access for some users like the ideas above.

Solution 7-1a:  Try changing your DNS server IPs and see it this works for you.

Here's How in Windows 10 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, or Open Network & Internet settings

3.  Click Change Adapter Settings, or Change adapter options

4.  Right Click on your active internet connection (example: Wi-Fi or Local Area 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:

 NOTE: It is up to you if you want to use Quad 9 or Cloudflare.  You might try each of them separately.   

Quad 9 - enter 9.9.9.9 for Preferred DNS server, and leave 149.112.112.112 for alternate DNS server.  Click OK, then click Close

  or

Cloudflare - enter 1.1.1.1 for Preferred DNS server, and 1.0.0.1 for alternate DNS server. Click OK, then click Close

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If you are a Spectrum customer, you may need to change the DNS on your router, changing it on the client doesn't seem to allow access for some users like the ideas above.

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 (usually 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. 

NOTE: It is up to you if you want to use Quad 9 or Cloudflare.  You might try each of them separately.

Quad 9 - enter 9.9.9.9 and leave alternate DNS blank

  or

Cloudflare - enter 1.1.1.1 for first line and 1.0.0.1 the second line

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

If you are a Spectrum customer, you may need to change the DNS on your router, changing it on the client doesn't seem to allow access for some users like the ideas above.

Solution 7-2:  Overseas personnel may need to try a VPN solution

Solution 7-3:  Contact the Army Enterprise Service Desk to let them know you are having problems.

Problem 8:  You are trying to update ID Card Office Online (IDCO) (formerly MilConnect) [are married to another Service member] and cannot get your information to show you as the Sponsor.  You are probably showing up as a family member.

Solution 8:  Follow guide in problem 2 above

Problem 9:  What do the 3 letters mean after your name and before the @ sign? 

Example:  first.m.last.mil@army.mil

Information 9:

Information 9a:

The Authentication certificate is comprised of your 10 digit DoD ID number followed by 6 more digits

The 1st digit is the Organizational Category

1 = Federal Government Agency

2 = State Government Agency

3 = Commercial Enterprise

4 = Foreign Government

Source:  Paragraph 5.1.5.2.8 https://militarycac.org/files/DoD_PIV_Transitional_Implementation_Guide.pdf

The 2nd through 5th digits are the Agency Code

2100 = Department of the Army

5700 = Department of the Air Force

1700 = Department of the Navy

1727 = Department of the Navy - US Marine Corps

9700 = Department of Defense - Other Agencies

7008 = US Coast Guard

7520 = US Public Health Service

1330 = National Oceanic and Atmospheric Administration

Source:  Paragraph 5.1.5.2.1  https://militarycac.org/files/DoD_PIV_Transitional_Implementation_Guide.pdf

The 6th digit is the Person / Organization Association Category

1 = Employee, example: NAF (Non Appropriated Funds)

2 = Civil, example:  CIV or LN (Civilian or Local National)

3 = Executive Staff

4 = Uniformed Service, example: MIL (Military)

5 = Contractor CTR (Contractor)

6 = Organization Affiliate, example: NFG / Volunteer / Foreign Military (Non-Federal Government)

7 = Organization Beneficiary

Source:  Paragraph 5.1.5.2.10  https://militarycac.org/files/DoD_PIV_Transitional_Implementation_Guide.pdf

Problem 10:  I am receiving the following error message "Your organization doesn't allow you to download or print attachments from this device or browser.  You can still view attachments in your browser.  For more information, contact your IT administrator."  when trying to save attachments on a computer NOT on the military network (aka: home computer)

Solution 10:  Have the person send you the attachment(s) via https://safe.apps.mil 

Problem 11:  I am a SPC (or below) in the Army / Army Reserve / Guard and am being told I will not get an @army.mil email address.  Is this correct?

Solution 11:  Yes, however, the current plan is to provide you a Google Workspace account.  See the link near the top of this page for the link and how to access it.

Problem 12:  I need to be able to utilize encrypted email.  How can I do configure my computer?

Solution 12:  Follow guidance on https://militarycac.com/Army365smime.htm