Web CCaR Login Troubleshooting Guide

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March 6, 2013

Web CCaR™ Login Troubleshooting Guide

ALTESS Implementation

Copyright © 201
3

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 dat
abase or
retrieval system,
without the prior written permission of Integrated Data Services, Inc.


Violations of copyright may carry civil and criminal penalties.

Web CCaR™ Login


Troubleshooting Guide

Integrated Data Services, Inc.

2141
Rosecrans Ave, Suite 2050

El Segundo, CA 90245

310
-
416
-
9898

www.get
-
integrated.com


March 6, 2013

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201
3

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.


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

0
3

Oct 2012

Revisions

M.Bergeron

06 Mar 2013

Updated for Web CCaR v2.4

M.Bergeron



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201
3

by Integrated Data Services, Inc. All rights reserved.



Page
3

Table of Contents

Preface

................................
................................
................................
................................
..............
2

Change History

................................
................................
................................
...............................
2

Table of Contents

................................
................................
................................
...............................
3

Web CC
aR™ 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

................................
................................
................................
....................

16

Turn Off Pop
-
up Blocker:
................................
................................
................................
...................

17

Delete Browsing History:

................................
................................
................................
...................

18

Clear Cache:

................................
................................
................................
................................
.....

20

Verify Transport Layer Security (TLS)
................................
................................
................................
..

21

Add Trusted Site:

................................
................................
................................
..............................

22

Add Per Site Privacy:

................................
................................
................................
.........................

23









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201
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by Integrated Data Services, Inc. All rights reserved.



Page
4

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 wit
h access to only one database, Web CCaR will automatically open and login to that
database.


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by Integrated Data Services, Inc. All rights reserved.



Page
5

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
-
u
p Blocker is off.

a.

See
Popup

(Page 17)
for steps to complete this action.

4.

D
elete 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.

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©
201
3

by Integrated Data Services, Inc. All rights reserved.



Page
6

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/webcc
ar/

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.

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201
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by Integrated Data Services, Inc. All rights reserved.



Page
7

8.

Close programs and Restart workstation.

9.

Try f
rom 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 de
fault, 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.

Ensur
e 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.

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©
201
3

by Integrated Data Services, Inc. All rights reserved.



Page
8

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 h
as 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
C
AC PIN Entry Window
?

Note: Error messages may read:



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


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Page
9

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.a
rmy.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 Cac
he.

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 workst
ation.

11.

Report issue to local IT helpdesk.

March 6, 2013

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©
201
3

by Integrated Data Services, Inc. All rights reserved.



Page
10

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 N
o, 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

(Pa
ge 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.

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201
3

by Integrated Data Services, Inc. All rights reserved.



Page
11

8.

Close programs and Restart workstation.

9.

Report issue to local IT helpde
sk.


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 the
y

ever? If so,
submit help desk ticket for additional research.

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Page
12

4.

Does this user have another
Web
CCaR


account in a different database? Have they ever? If so,
submit help desk ticket for additio
nal 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 compl
ete 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 Sec
urity (
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 list
ed 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.


March 6, 2013

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©
201
3

by Integrated Data Services, Inc. All rights reserved.



Page
13

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 d
atabase 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
W
eb
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.


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Page
14

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 flash

player is

installed.

2.

Verify flash

player
is the most recent version available.

3.

Un
install and re
-
install flash player.

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Page
15

a.


Note:
Could be
a
corrupt version.

4.

Have IT group check for inadequate system resources.



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201
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Page
16

Web CCaR™

a
pplication


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

application
?

If No, h
ave 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.



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201
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by Integrated Data Services, Inc. All rights reserved.



Page
17

Turn Off Pop
-
up Blocker:

1.

Go to Tools/ Pop
-
up Blocker.




2.

Ensure that Turn On Pop
-
up
Blocker is NOT checked.









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201
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Page
18

Delete Browsing History
:


1.

Select
Tools > Internet Options
.


2.

Click on the
General

tab and then the
Delete...

button.


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Page
19

3.

Make sure to uncheck
Preserve Favorites website data

and check both
Temporary Internet Files

and
Cookies

then click
Delete
.




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201
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by Integrated Data Services, Inc. All rights reserved.



Page
20

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.


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Page
21

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.









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Page
22

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
.


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Page
23

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.