Please review the following common error messages and troubleshooting tips if you are unable to access the JLV application as a VA user.
If you are experiencing difficulties and cannot resolve your login error, please contact the VA National Service Desk.
VA National Service Desk |
888-596-4357 |
Error Message | Troubleshooting Tips |
Access denied. You are not an authorized user. | WHAT? Error message indicating Access Denied. You are not an authorized User. WHY? PIV card processing problem or invalid security certificate chosen. FIX IT: 1) Close browser window. 2) Re-insert PIV card and re-launch JLV link. 3) Select a certificate that is not expired and specifies Issued by: Veterans Affairs CA B1. If this is unsuccessful, fully reboot your system. This refreshes all connections and resolves greater than 95% of any remaining problems. |
Could not save User Profile |
WHAT? Error message indicating Could not save User Profile. WHY? Error occurred during PIV authentication for VA users - typically a PIV card processing problem or an invalid security certificate chosen. FIX IT: (1) Close your browser window. (2) Re-insert PIV card and re-launch the JLV link. (3) Select a certificate that is not expired and specifies Issued by: Veterans Affairs CA B1. If this is unsuccessful, fully reboot your system. This refreshes all connections and resolves greater than 95% of any remaining problems. |
Not a valid ACCESS/VERIFY CODE pair | WHAT? Not a valid ACCESS CODE/VERIFY CODE pair error at login screen. WHY? 1) JLV could not match your access and verify codes to the Site selected in the drop down or VA, or 2) Username and password were entered instead of access/verify codes. FIX IT: 1) VBA users MUST select Veterans Benefits Administration from the Site from the drop-down. 2) VHA users must select the parent VistA host site for their facility (e.g., Wichita uses “Kansas City, MO”). 3) Re-enter correct Access and Verify codes (CAPRI codes for VBA users, CPRS codes for VHA users). |
Page cannot be displayed | WHAT? You receive a Page cannot be displayed error when launching JLV. WHY? The JLV URL requires certain internet explorer settings FIX IT: 1) With Internet Explorer open, click the Tools menu or press ALT-X. 2) Select Internet Options. 3) When the dialog opens, select the Advanced tab. 4) Scroll down in the list until you see the settings below and assure SSL 2.0 is NOT checked and that TLS 1.0, 1.1 and 1.2 are checked. 5) Click OK, then relaunch JLV and the page should load. |
SmartCard required | WHAT? Error Message Smart Card Required. WHY? Smart card not read by Windows Security and JLV before launching JLV link. FIX IT: 1) Close all browser sessions/browser-based applications. 2) Re-insert PIV card and re-launch JLV link. If this is unsuccessful, fully reboot your system to refreshes all connections. This resolves greater than 95% of any remaining problems. |
VERIFY CODE must be
changed before continued use
|
WHAT? Receive VERIFY CODE must be changed before continued use error at login screen. WHY? CPRS or CAPRI VERIFY CODE has expired. FIX IT: 1) Open CPRS or CAPRI. 2) Select the Change Verify Code checkbox on the sign-on dialog before clicking OK. 3) You will be prompted to create a new Verify Code. 4) Once your Verify Code is changed for CPRS or CAPRI, JLV will recognize the new code immediately. |
Not a VA user? See Troubleshooting Login Errors for DoD Users