The ACR38 was the most popular card reader in Belgium. The blue version became popular when the electronic ID card was introduced in Belgium. Later on a white version of the reader was made. Now its success is carried on by his successor, the ACR39U: same on the outside as the white version of the ACR38, but more powerful on the inside.

NOTE:

Between mid October 2019 and mid February 2020 everyone in the Army was migrated to PIV AUTH certificate for Email access. You no longer use your Email certificate for Enterprise Email.

Mac users who choose to upgrade (or already have upgraded) to Mac OS Catalina (10.15.x) will need to uninstall all 3rd Party CAC enablers per https://militarycac.com/macuninstall.htm AND reenable the built in smart card ability (very bottom of macuninstall link above)

If you just upgraded to 10.15.4 and lost CAC access (but had it in 10.15.3), please follow these last two items on this page.

MOST of the questions received can be corrected / answered by you trying these ideas first:

1. Please relook at the Mac CAC Install page for instructions on how to install what is needed to use your CAC on your Mac.

2. If you have already installed the needed program (based on the link in #1 above) or are having problems accessing websites you have successfully accessed previously, follow this page to learn how to clear the login section of your keychain.

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3. If you have an SCR-331 CAC reader, you may need to update the firmware to be able to use this older reader on your Mac. There is no guarantee it will work, it is an option to try before purchasing a new reader.

4. If you have the SCR-3500A USB CAC reader, and trying to use it on 10.11.x (or above), you will need an updated driver, and may have to disable SIP

4a. If you have the ACR-3801, 38, 38U, or 39 CAC reader, you may need to update the driver.

5. Please know not every CAC enabler will with work with specific versions of Mac OS. The link in this sentence has a graph to show you which ones will work for your specific version of Mac OS.

6. Follow instructions for loading the DoD certificates into your keychain. Please NOTE, this was not needed in the recent past, but with newer CACs being issued, this is becoming a requirement now.

7. If DTS is not working, please follow ideas on the DTS support page.

8. If you purchased and installed PKard and are having problems, contact Thursby for support

8a. If you purchased and installed Charismathics Smart Security Interface (CSSI) and are having problems, contact Charismathics for support

9. If you have recently updated to the newest Mac OS from a previous version [and you were successfully using your CAC prior to the update], uninstall your CAC enabling program[s], restart computer, then install a new version of your CAC enabler. Look at the CAC enablers page to see which CAC enablers are compatible with your new version of Mac OS. Also follow #2 above

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Others have had to disable Apple's SIP (System Integrity Protection). It removes root rights to all system files. So, any driver not signed by Apple will not be allowed to install. To turn this off, please look herefor instructions.

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9a. If you've just updated your Mac OS and your SCR 331, 3310, 3310v2, or 3500 model reader has stopped working, you may need to update the driver from Identiv's website: http://files.identiv.com/products/smart-card-readers/common-drivers/uTrust_MAC_Driver.zip . Hold the control key [on your keyboard] when clicking the .pkg file [with your mouse], select [the word] Open

10. You receive 'Error Code: 500 Internal Server Error. The server denied the specified Uniform Resource Locator (URL). Contact the server administrator. (12202).' Or your system worked recently, but has since stopped working for webmail / OWA, try these ideas:

10-1. Make sure you select your EMAIL certificate [for most users] and PIV certificate [for Dual Persona users]. IF you have selected the wrong certificate, you need to clear your keychain.

10-2. Close all open browsers, reopen one and try accessing the site again.

10-3.Clear your keychain, uninstall all CAC enabling programs, restart computer, reinstall one CAC enabling program, restart computer and try again. You may want to try a different CAC enabling program.

10-4. Follow #6 above

10-5. If you are considered Dual Persona, you'll need to review this chart to select one of the four known CAC enablers that support the PIV certificate.

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11. If you are having problems logging onto all CAC websites [and you can see your name between the words: keychain and login in Keychain access] you may have blocked your CAC. Only PKard and Centrify will let you verify a blocked CAC on a Mac, otherwise, you'll need a Windows computer (or virtual Windows) via ActivClient (or built in Smart Card program) to see if your CAC is blocked. If your CAC is blocked, your only option is to visit an ID card office to get the card unblocked.

12. If you see 'f5, Your session could not be established'

when logging into your Enterprise Email, clear your keychain and try again. You can also 'Remove All Website Data' found under Safari, Preferences, Privacy. If that does not work, try again later. Remember to select your Email certificate [unless a dual persona, you'll use your activated PIV cert]. If your PIV is not already exposed, you'll need to find a Windows 7 computer that is setup for CAC and activate your PIV via these instructions.

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13. If you want to open / work on an NCOER (or any other PDF-F files) you need to have Adobe Reader installed on your Mac and make it your default PDF viewer. By default your Mac uses Viewer to open PDFs, which will not allow digital signing. You'll need to save the PDF-F to your computer, then open it.

14. If you are having problems accessing CAC enabled websites, try disabling your Antivirus / web protection, if this works. please follow the information below to let your security program access to the CAC enabled websites:

Avastusers click Preferences, Shields (tab), disable 'Web Shield,' restart browser and try to access the website again. You might have to click the 3 equal lines (top right of screen) to get to Preferences, Core Shields (tab), Uncheck all boxes under Web Shield, restart browser and try to access the website again.

You might try Adding *mail.mil* [and any other websites you can't access] to the Exclusions section of Main Settings, read guidance here. More information about what Avast is doing can be read here.

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AVGTurn off Web Shield when you want to access CAC enabled websites

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Bitdefender users can attempt to disable it when needing to use your CAC, if this doesn't work, you may need uninstall the program and find a different Antivirus program

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Covenant Eyescan cause issues for some people. Only fix we could find is to uninstall it. Please call 877-479-1119, they can help troubleshoot the issue. One person I spoke with had an outdated version. Once the new version was installed, it worked again

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Kasperskyusers follow their guidance by adding https://*.mail.mil to the exceptions list

A few people had to turn off the Parental controls.

Another fix for Kaspersky users turn off 'Traffic Processing' under 'Network Settings'

-Another fix for Kaspersky users is to turn off 'Inject script into web traffic to interact with web pages' located under Settings, Additional, Network. Uncheck Inject script into web traffic to interact with web pages (under Traffic Processing), Select Continue

-Another fix is to change the 'Encrypted connections scanning' option to 'Do not scan encrypted connections' located under Settings, Additional, Network settings.

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McAfeeusers follow their guidance to add https://*.mail.mil

15. If you have recently purchased an SCR-3500 reader and it has a Part number of 905430-1 (sometimes shows as SCR-3500A)install this updated driver. Hold the control key [on your keyboard] when clicking the .pkg file [with your mouse], select [the word] Open

16. Some of the same 'bad certs' that have caused problems for Windows users are now showing up in the keychain access section on Macs.

Note: The DoD Root CA 2 you are removing has the light blue background, leave the yellowish one

If you see the listed certificates, delete them, Once these certificates are deleted, close keychain. Instructions can be read on the Keychain page

17.If you have encountered any CAC enabled websites that have been working, recently stop working, please try adjusting your DNS. Some people are receiving an error message similar to this: 'The DNS server might be having problems. Error Code: INET_E_RESOURCE_NOT_FOUND'

- Follow guidance here to change your DNS server.

18. Some websites that were once accessible from any CAC enabled computer are no longer. This means the below websites are now only accessible from the NIPRnet.

-Army civilian performance appraisal system (https://compo.dcpds.cpms.osd.mil)

-Army Reserve Account Maintenance and Provisioning (ARAMP) (https://aramp.usar.army.mil)

-Army Reserve Remote Access Portal (RASXTRA) (https://rasxtra.usar.army.mil)

-Army Warrior Care and Transition System (AWCTS) (https://awcts.csd.disa.mil/soldier)

-ATRRS, Try https://faitas.army.mil/portals/logon.aspx

-JAGCNet Login

-MedPros,

-MOBCOP,

-MyArmyBenefits,

-My ERB (https://myerb.ahrs.army.mil/soldierLogin.do)

-Reserve Component Manpower System (RCMS) which includes access to: Commander's Strength Management System (CSMM), Electronic Soldier Record Brief (eSRB), Electronic Personnel Actions Tracker (ePAT), & Directors Personnel Readiness Overview (DPRO)

-VIOS,

-US Army Signal Center (https://cs.signal.army.mil), and

-Strategic Management System

This means no CAC access from a home computer. You'll now need to access these sites from your unit, use your organizations Citrix connection (Army Reserve), or unit issued computer and use VPN

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19. On Monday 17 September 2018, Apple released Safari version 12 for Mac OS Sierra (10.12.x) and High Sierra (10.13.x). This version of Safari will make your CAC no longer work on your Mac. The only known solution currently is to install and use Google Chrome. https://www.google.com/chrome or upgrade your computer to Mac OS Mojave (10.14.x) and Safari should work fine.

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20. A LOT of people are being prompted to enter their CAC PIN many times when visiting Outlook Web App (aka web mail). I am receiving emails from people in the Army, Navy, Air Force, and Marines. I am also hearing it is affecting both Mac and Windows computers. My only solution right now is to use Google Chrome or Opera web browser instead of Internet Explorer / Safari. People who send / receive encrypted emails in Windows will lose this capability. My thoughts are to use Chrome / Opera for the majority of your email. You will still be prompted a few times when using Chrome / Opera. Then when you absolutely must send / read and encrypted email, enter your CAC PIN the 1-2 dozen times until it finally lets you in.

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21.With people being migrated to the Authentication certificate weekly. You may receive the below image if you attempt to access your webmail using your Email certificate. Please try the Authentication certificate instead.

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22. Many Navy personnel are receiving Error 400 when trying to access their email via OWA. Read here for more information

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23. If you have recently updated to Mac OS 10.15.4 and lost CAC access, please know I have NOT found any absolute options for you. I am working with 3 users and Apple to find a fix. The process is very slow. I know this comes at a very bad time for you, as you are probably relying on your computer more than ever. I am posting ideas that have worked for others on https://militarycac.com/catalina.htm as soon as I find stuff that works consistently. I am hoping by making this font super huge, it will reduce the amount of emails regarding 10.15.4. So far it hasn't worked. :(

If you are a Windows user (or using Windows in a Virtual Machine or Bootcamp), go here for support. (Please do NOT use the form below for Windows questions).

Please provide the correct information asked in the form below. The intent is to reply to you with correct ideas for you to try. We may offer incorrect ideas to fix your issue if you provide incorrect information below.

PLEASE COMPLETE THIS FORM FOR Mac SUPPORT ONLY

Windows Users go here

Linux Users go here

The 6 current CAC Types are..

(Look at the back of your ID card top left corner for any of these. If you have any other version, you need to visit an ID card office and get it replaced. All CACs other than these four were 'supposed' to be replaced by 1 October 2012).

Which CAC do I have video

Read more about the older CACs and replacing them

Contact us the following ways: