Web CCaR Login Troubleshooting Guide

Web CCaR Login Troubleshooting Guide Web CCaR Login Troubleshooting Guide ALTESS Implementation Copyright 2015 by Integrated Data Services, Inc. All rights reserved. No part of this copyrighted work may be reproduced, modified, or distributed in any form or by any means or stored in any database or retrieval system, without the prior written permission of Integrated Data Services, Inc. Violations of copyright may carry civil and criminal penalties. Integrated Data Services, Inc. April 17, 2015 2141 Rosecrans Ave, Suite 2050 El Segundo, CA 90245 310 416 9898 i d

Preface The Web CCaR Login Troubleshooting Guide documents and provides steps to resolve common login problems for Web CCaR hosted at ALTESS. Document Prepared By: Michelle Bergeron Integrated Data Services (IDS) Inc. Authorized and Approved By: John Cole Integrated Data Services (IDS) Inc. Change History This section lists any changes or updates that may have occurred to this document. Date Summary By 15 Jun 2012 Initial Draft M. Bergeron 28 Jun 2012 Final J. Cole 03 Oct 2012 Revisions M. Bergeron 06 Mar 2013 Updated for Web CCaR v2.4 M. Bergeron 17 Apr 2015 Revisions M. Bergeron 2015 by Integrated Data Services, Inc. All rights reserved. Page 2

Table of Contents Preface... 2 Change History... 2 Table of Contents... 3 Web CCaR Login Overview... 4 ALTESS SSO Usage Policy Page... 5 ALTESS SSO CAC Login Page... 6 CAC Certificate Selection Window... 7 CAC PIN Entry Window... 8 ALTESS SSO Acceptable Use Agreement Page... 10 Web CCaR Launch Page... 11 Web CCaR Request Access Page... 13 Web CCaR Application Loading Page... 14 Web CCaR application... 15 Turn Off Pop up Blocker:... 16 Delete Browsing History:... 17 Clear Cache:... 19 Verify Transport Layer Security (TLS)... 20 Add Trusted Site:... 21 Add Per Site Privacy:... 22 Verify Adobe Flash is Valid... 23 F12 Refresh... 23 2015 by Integrated Data Services, Inc. All rights reserved. Page 3

Web CCaR Login Overview The Web CCaR login process utilizes the ALTESS Single Sign On service to authenticate the user. Once the user has been authenticated, Web CCaR will look up the databases the user has access to based on the Common Access Card (CAC) certificate name (e.g. Doe.John.R. 1234567890). The Web CCaR login process is outlined below: 1. The user opens the Web CCaR home page: https://webccaralt.altess.army.mil/webccar/ 2. The user clicks the Sign In Button and is redirected to the ALTESS SSO Usage Policy Page. 3. The user clicks the CAC Login Button on the ALTESS SSO page, selects their CAC certificate and enters their CAC PIN. 4. The user is re directed to the Web CCaR Launch Page 5. The user selects the Web CCaR Database to login into and then clicks the Login button. Note: For users with access to only one database, Web CCaR will automatically open and login to that database. 2015 by Integrated Data Services, Inc. All rights reserved. Page 4

ALTESS SSO Usage Policy Page Can the user get past the ALTESS SSO Usage Policy Page? If No, have the user take the following actions (retry to access after each step) 1. Ensure the DoD Root and Intermediate Certificates installed. a. To Install See https://www.dodpke.com/installroot/ 2. Ensure the correct URL is being entered. a. URL: https://webccaralt.altess.army.mil/webccar/ 3. Ensure Pop up Blocker is off. a. See Popup (Page 17) for steps to complete this action. 4. Delete Browsing History. a. See Browsing (Page 18) History for steps to complete this action. 5. Clear Cache. a. See Cache (Page 20) for steps to complete this action. 6. Ensure Transport Layer Security (TLS) only has TLS v1.0 checked. a. See TLS (Page 21) for steps to complete this action. 7. Ensure website is a Trusted Site. a. See Security (Page 22) for steps to complete this action. 8. Ensure domain is listed in Per Site Privacy. a. See Privacy (Page 23) for steps to complete this action. 9. Close programs and Restart workstation. 10. Try from another workstation. 2015 by Integrated Data Services, Inc. All rights reserved. Page 5

11. Report issue to local IT helpdesk. ALTESS SSO CAC Login Page Can the user get past the ALTESS SSO CAC Login Page? If No, have the user take the following actions (retry to access after each step) 1. Ensure the correct URL is being entered. a. URL: https://webccaralt.altess.army.mil/webccar/ 2. Ensure Pop up Blocker is off. a. See Popup (Page 17) for steps to complete this action. 3. Delete Browsing History. a. See Browsing (Page 18) History for steps to complete this action. 4. Clear Cache. a. See Cache (Page 20) for steps to complete this action. 5. Ensure Transport Layer Security (TLS) only has TLS v1.0 checked. a. See TLS (Page 21) for steps to complete this action. 6. Ensure website is a Trusted Site. a. See Security (Page 22) for steps to complete this action. 7. Ensure domain is listed in Per Site Privacy. a. See Privacy (Page 23) for steps to complete this action. 2015 by Integrated Data Services, Inc. All rights reserved. Page 6

8. Close programs and Restart workstation. 9. Try from another workstation. 10. Report CAC Login Failure to ALTESS for resolution. CAC Certificate Selection Window Can the user get past the CAC Certificate Selection Window? If No, have the user take the following actions (retry to access after each step) 1. Have the CAC certificates been made available to windows? a. Note: Before you can use the certificates on your smart card, you must make them available to Windows based applications (for example, Microsoft Internet Explorer, Outlook, and Windows logon). b. By default, ActivClient automatically registers all certificates on your smart card to make them available to your desktop applications when you insert your smart card. No further action is needed. 2. Can access the AF Portal and authenticate with their CAC? 3. Ensure the correct URL is being entered. a. URL: https://webccaralt.altess.army.mil/webccar/ 4. Ensure Pop up Blocker is off. a. See Popup (Page 17) for steps to complete this action. 2015 by Integrated Data Services, Inc. All rights reserved. Page 7

5. Delete Browsing History. a. See Browsing (Page 18) History for steps to complete this action. 6. Clear Cache. a. See Cache (Page 20) for steps to complete this action. 7. Ensure Transport Layer Security (TLS) only has TLS v1.0 checked. a. See TLS (Page 21) for steps to complete this action. 8. Ensure website is a Trusted Site. a. See Security (Page 22) for steps to complete this action. 9. Ensure domain is listed in Per Site Privacy. a. See Privacy (Page 23) for steps to complete this action. 10. Close programs and Restart workstation. 11. Report issue to local IT helpdesk. CAC PIN Entry Window Can the user get past the CAC PIN Entry Window? Note: Error messages may read: CAC Login Failure, click here to go back. 2015 by Integrated Data Services, Inc. All rights reserved. Page 8

If No, have the user take the following actions (retry to access after each step) 1. Is the CAC inserted in the CAC reader and is the CAC reader connected. Can the user access the certificates on their CAC using ActivClient? 2. Can access the AF Portal and authenticate with their CAC? 3. Ensure the correct URL is being entered. a. URL: https://webccaralt.altess.army.mil/webccar/ 4. Ensure Pop up Blocker is off. a. See Popup (Page 17) for steps to complete this action. 5. Delete Browsing History. a. See Browsing (Page 18) History for steps to complete this action. 6. Clear Cache. a. See Cache (Page 20) for steps to complete this action. 7. Ensure Transport Layer Security (TLS) only has TLS v1.0 checked. a. See TLS (Page 21) for steps to complete this action. 8. Ensure website is a Trusted Site. a. See Security (Page 22) for steps to complete this action. 9. Ensure domain is listed in Per Site Privacy. a. See Privacy (Page 23) for steps to complete this action. 10. Close programs and Restart workstation. 11. Report issue to local IT helpdesk. 2015 by Integrated Data Services, Inc. All rights reserved. Page 9

ALTESS SSO Acceptable Use Agreement Page Can the user get past the ALTESS SSO Acceptable Use Agreement Page? Note: User s will only see this page the first time they authenticate with the ALTESS SSO service. If No, have the user take the following actions (retry to access after each step) 1. Ensure the correct URL is being entered. a. URL: https://webccaralt.altess.army.mil/webccar/ 2. Ensure Pop up Blocker is off. a. See Popup (Page 17) for steps to complete this action. 3. Delete Browsing History. a. See Browsing (Page 18) History for steps to complete this action. 4. Clear Cache. a. See Cache (Page 20) for steps to complete this action. 5. Ensure Transport Layer Security (TLS) only has TLS v1.0 checked. a. See TLS (Page 21) for steps to complete this action. 6. Ensure website is a Trusted Site. a. See Security (Page 22) for steps to complete this action. 7. Ensure domain is listed in Per Site Privacy. a. See Privacy (Page 23) for steps to complete this action. 2015 by Integrated Data Services, Inc. All rights reserved. Page 10

8. Close programs and Restart workstation. 9. Report issue to local IT helpdesk. Web CCaR Launch Page Can the user get past the Web CCaR Launch Page? Note: If the user only has access to one Web CCaR database then the Web CCaR application will open in a new window and the Web CCaR desktop will load. If the user has access to multiple Web CCaR databases then the user will select the appropriate database and click Log In. If the user does not have access to any Web CCaR databases then the user will be re directed to the Web CCaR Request Access page. If No, have the user take the following actions (retry to access after each step) 1. Is the database the user is trying to connect to displaying in the drop down list box? If not they can click the link to the Web CCaR Request Access page to request access to the database. 2. Is the database the user is trying to connect to displaying in the drop down list box with a red lock icon? If so have the user select the database and click the Request Unlock button. 3. Does this user have another Web CCaR account in the same database? Have they ever? If so, submit help desk ticket for additional research. 2015 by Integrated Data Services, Inc. All rights reserved. Page 11

4. Does this user have another Web CCaR account in a different database? Have they ever? If so, submit help desk ticket for additional research 5. Ensure the correct URL is being entered. a. URL: https://webccaralt.altess.army.mil/webccar/ 6. Ensure Pop up Blocker is off. a. See Popup (Page 17) for steps to complete this action. 7. Delete Browsing History. a. See Browsing (Page 18) History for steps to complete this action. 8. Clear Cache. a. See Cache (Page 20) for steps to complete this action. 9. Ensure Transport Layer Security (TLS) only has TLS v1.0 checked. a. See TLS (Page 21) for steps to complete this action. 10. Ensure website is a Trusted Site. a. See Security (Page 22) for steps to complete this action. 11. Ensure domain is listed in Per Site Privacy. a. See Privacy (Page 23) for steps to complete this action. 12. Close programs and Restart workstation. 13. Try from another workstation. 14. Report issue to local IT helpdesk. 2015 by Integrated Data Services, Inc. All rights reserved. Page 12

Web CCaR Request Access Page Can the user get to the Web CCaR Request Access Page and request access? Note: The request access page is used to request access to a database the user does not have an account in. Additionally, the Request Access Page can be used to Request Access to a database the user has an account in, but does not have their CAC Certificate Common Name (CN) entered. Once the request access is made, the Web CCaR Administrator will either create a new account for the user or enter the user s CAC Certificate CN in the Web CCaR. If No, have the user take the following actions (retry to access after each step) 1. Is the database the user is trying to connect to displaying in the drop down list box? If not contact the Web CCaR Help Desk. 2. Ensure the correct URL is being entered. 2015 by Integrated Data Services, Inc. All rights reserved. Page 13

a. URL: https://webccaralt.altess.army.mil/webccar/ 3. Delete Browsing History. a. See Browsing (Page 18) History for steps to complete this action. 4. Clear Cache. a. See Cache (Page 20) for steps to complete this action. 5. Close programs and Restart workstation. 6. Try from another workstation. 7. Report issue to local IT helpdesk. Web CCaR Application Loading Page Can the user get past the Web CCaR Application Loading Page? If No, (they are seeing blank screen or status bar frozen) have the user contact local IT group to assist with the following (retry to access after each step) 1. Verify Adobe Flash Player is Valid. 2. F12 Refresh. 2015 by Integrated Data Services, Inc. All rights reserved. Page 14

Web CCaR application Can the user perform actions (Click menu items and open windows) in the Web CCaR application? If No, have the user take the following actions (retry to access after each step) 1. Close window and reopen. 2. If this issue continues, Web CCaR ticket needs to be entered. 2015 by Integrated Data Services, Inc. All rights reserved. Page 15

Clear Cache: 1. Click on Tools and select Developer Tools. 2. In the Developer Tools window, click on Cache and select Clear Browser Cache... 3. Click Yes to confirm the clearing of the browser cache. 2015 by Integrated Data Services, Inc. All rights reserved. Page 19

Verify Transport Layer Security (TLS) 1. Open Internet Explorer (IE) window. 2. Go to Tools/ Internet Options/ Advanced tab. 3. Scroll down in Settings and ensure that TLS v1.1 and 1.2 are NOT checked. 2015 by Integrated Data Services, Inc. All rights reserved. Page 20

Add Trusted Site: 1. Go to Tools/ Internet Options/ Security tab 2. Click Sites button 3. Ensure both altess.army.mil websites are listed. If not, enter the addresses and Click Add. 2015 by Integrated Data Services, Inc. All rights reserved. Page 21

Add Per Site Privacy: 1. Go to Tools/ Internet Options/ Privacy tab 2. Click Sites button 3. Ensure army.mil website domain is listed. If not, enter the address and Click Allow. 2015 by Integrated Data Services, Inc. All rights reserved. Page 22

Verify Adobe Flash is Valid 1. Enter the following URL and click the Check Now button. https://helpx.adobe.com/flashplayer.html. a. If result is that flash is not installed or not on the correct version. Contact your IT department uninstall/reinstall Flash Player. b. If result shows correct version ensure that Active X Filtering is not enabled: i. Open Internet Explorer. ii. Click Gear in upper right corner. iii. Go to Safety and ensure ActiveX Filtering is NOT checked. F12 Refresh 1. Close all IE windows. 2. Open IE, Enter URL for CCaR, authenticate, and get to the database selection screen. 3. Hit F12, which will launch Developers Tools. 4. Click on the Network tab. 5. Click the green play button; it will become a red square. This will record the files we download, so we can see if something is blocked. 6. Select Database and click the Login button. 7. This should launch Web CCaR in a popup, but the network traffic should still be reported in the original developer tools window. It will look something like this: 8. Look for a row where the URL is something like this: /webccar/ccarweb_4362.swf? a. If this URL does not exist, it means Flash Player doesn t exist. Contact your IT department uninstall/reinstall Flash Player. b. If this URL does exist, take a screen shot and do the following: i. Look at the Taken column. If still downloading, wait until it has completed and then take note of how long it took. ii. Look in the Result column. iii. If Result is 200 everything is good. 2015 by Integrated Data Services, Inc. All rights reserved. Page 23

iv. If Result is between 400 499 it means one of the following: 1. Network/Firewall Issues see if you or other users can get to the server without issue, if so it is localized to user s network. 2. Server Deployment Issues if you can get to the login page this is more than likely not an issue. v. If Result is 500 or greater there is an issue with the application server. Need to contact Tommy or someone from server support. 2015 by Integrated Data Services, Inc. All rights reserved. Page 24