Web CCaR™ Login Troubleshooting Guide · 3. The user clicks the CAC Login Button on the ALTESS SSO page, selects their CAC certificate and enters their

April 17, 2015

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.

WebCCaR™LoginTroubleshootingGuide

Integrated Data Services, Inc.

2141 Rosecrans Ave, Suite 2050

El Segundo, CA 90245

310‐416‐9898

i d

April 17, 2015 | Web CCaR™ Login Troubleshooting Guide

©2015 by Integrated Data Services, Inc. All rights reserved. Page 2

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.

ChangeHistoryThis 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



TableofContents

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



WebCCaR™LoginOverview

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.



ALTESSSSOUsagePolicyPage

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.



11. Report issue to local IT helpdesk.

ALTESSSSOCACLoginPage

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)










8. Close programs and Restart workstation. 9. Try from another workstation. 10. Report “CAC Login Failure” to ALTESS for resolution.

CACCertificateSelectionWindow

Can the user get past the CAC Certificate Selection Window?


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.








10. Close programs and Restart workstation. 11. Report issue to local IT helpdesk.

CACPINEntryWindow

Can the user get past the CAC PIN Entry Window?

Note: Error messages may read:

• “CAC Login Failure, click here to go back”.




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.



ALTESSSSOAcceptableUseAgreementPage

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.











8. Close programs and Restart workstation. 9. Report issue to local IT helpdesk.

WebCCaR™LaunchPage

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.


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.



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








12. Close programs and Restart workstation. 13. Try from another workstation. 14. Report issue to local IT helpdesk.



WebCCaR™RequestAccessPage

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™.


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.



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.

WebCCaR™ApplicationLoadingPage

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.



WebCCaR™application

Can the user perform actions (Click menu items and open windows) in the Web CCaR™ application?


1. Close window and reopen. 2. If this issue continues, Web CCaR™ ticket needs to be entered.



TurnOffPop‐upBlocker:

1. Go to Tools/ Pop‐up Blocker.

2. Ensure that Turn On Pop‐up Blocker is NOT checked.



DeleteBrowsingHistory:

1. Select Tools > Internet Options.

2. Click on the General tab and then the Delete... button.



3. Make sure to uncheck Preserve Favorites website data and check both Temporary Internet Files and Cookies then click Delete.



ClearCache:

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.



VerifyTransportLayerSecurity(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.



AddTrustedSite:

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.



AddPerSitePrivacy:

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.



VerifyAdobeFlashisValid1. Enter the following URL and click the Check Now button. https://helpx.adobe.com/flash‐

player.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.

F12Refresh 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.



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.

Documents

Web CCaR™ Login Troubleshooting Guide · 3. The user clicks the CAC Login Button on the ALTESS SSO page, selects their CAC certificate and enters their