Smartcard Troubleshooting - Technology
CAC Authentication Error
Unable to authenticate using your CAC card. Please check that your CAC card is inserted and you are selecting the correct profile. In order to log in with your CAC Card, please close your browser and all tabs associated with it to try again.
Troubleshooting Connection Related Error Messages in Internet Explorer (IE)
Step 1: Close all browser windows and check that your CAC card is inserted correctly, then try opening the site again.
If you continue to experience difficulty at this point, please proceed with Step 2 below.
Step 2: Clear Browser and SSL Cache (Temporary Files)
- Within IE, click on your "Tools" menu and select "Internet Options." If you do not see "Tools" or a gear-shaped icon, hold down "ALT" + "T" on your keyboard to access this menu. o Not using Internet Explorer? -- Click here for browser-specific guidance
- Under the heading for Browsing History, please choose the "Settings" button and ensure that "Every time I visit the webpage" is selected; choose "OK."
- Click on the "Delete" button that also appears under the heading for Browsing History.
- Ensure that the option to "Preserve favorites website data" is not checked.
- "Temporary Internet Files" and "Cookies and website data," should both be checked. The other options on this dialog are recommended, but not required.
- Click on the "Delete" button.
- Next, choose the "Content" tab at the top of the Internet Options dialog.
- Select "Clear SSL State" and choose "OK" on the confirmation prompt.
- Click "OK" to close the Internet Options dialog.
- Close all instances of IE, open a new IE window and attempt to access the NPS site again.
If you continue to experience difficulty at this point, please proceed with Step 3 below.
The remaining instructions are targeted to home users and system administrators only.
If you are using a work-issued computer, your organization’s IT policy may prohibit you from making the recommended configuration changes outlined below. As such, you may need to confer with your local IT.
Step 3: Confirm Browser Security Settings
- Within IE, click on your "Tools" menu and select "Internet Options." If you do not see "Tools" or a gear-shaped icon, hold down "ALT" + "T" on your keyboard to access this menu.
- Click on the "Security" tab and choose the "Trusted Sites" icon.
- With Trusted Sites highlighted, click on the "Sites" button.
- In the field labeled, "Add this website to the zone," please enter: *.nps.edu
- Click on the "Add" button, then "Close" the Trusted Sites dialog box.
- From the top of the Internet Options dialog, choose the "Advanced" tab.
- Scroll down to the "Security" category towards the bottom of the list.
- Ensure that at least one of the following options is enabled/checked:
- Use TLS 1.0
- Use TLS 1.1
- Use TLS 1.2
- It is recommended that SSL 2.0 and SSL 3.0 be unchecked. However, some organizations may still have these protocols enabled temporarily while internal systems are being upgraded.
- Select "Apply" if applicable, and then "OK" to close out of the Internet Options dialog box.
- If you made changes, complete Steps 1-2 again. If not, Close all instances of IE, open a new IE window and attempt to access the NPS site again.
If you continue to have NPS website website access and/or CAC authentication issues, please email: firstname.lastname@example.org and include:
- Approximate time of your last access attempt,
- browser(s) you are using,
- network you are connected to, e,g, NMCI, MCEN, etc.,
- any error messages you have received (screenshots are very helpful),
- your public IP address (to get your public IP address type "what is my ip" into Google or use this link: https://www.google.com/search?q=What+is+my+IP).
Issues on NMCI/MCEN Networks
If you are able to get to the non CAC authenticated portion of the site, but you are not getting the prompt to select your CAC card or are seeing an error like "Bad Request", then you are probably being blocked by the DISA break and inspect. To get an exception added for a website on DISA break and inspect:
- Get the site domain (nps.edu) and IP address ( 220.127.116.11 and 18.104.22.168) that you are trying to access
- Get your public IP address by searching on Google "What is my ip" or use this link: https://www.google.com/search?q=What+is+my+IP.
- Call 614-692-0032 => Opt 2 (Infrastructure), then Opt 1 (Network)
- Tell them that you can access the website, but the CAC authentication is not working for you and you need a bypass for break and inspect. They will create a ticket for allowing access to the site from your network and will have you test access.