Troubleshooting Login Errors for DoD Users

Please review the following common error messages and troubleshooting tips if you are unable to access the JLV application as a DoD user:

 

 

If you are experiencing difficulties and cannot resolve your login error, please contact the DHA Global Service Center.

 

DoD_Seal.png

 

DHA Global Service Center

800-600-9332

dhagsc@mail.mil

 

Error Message

Troubleshooting Tips

Access denied. You are not an authorized user.

FIX IT:

  1. Close the browser window.
  2. Re-insert your CAC card and re-launch the JLV link.
  3. Select a current certificate.

 

If the above steps are unsuccessful, a full reboot will refresh all connections and resolves greater than 95% of any remaining problems.

Not a valid User ID/Password pair

WHY? JLV could not authenticate the user ID and password entered on the Login page.

FIX IT:

  • Select the appropriate facility or location from the Site drop-down list and re-enter the correct AHLTA User ID and Password on the JLV Login page.
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

WHY? Smart card not read by Windows Security and JLV before launching JLV link.

FIX IT:

  1. Close all browser sessions and browser-based applications.
  2. Re-insert your CAC card and re-launch JLV.

If the above steps are unsuccessful, a full reboot will refresh all connections and resolves greater than 95% of any remaining problems.

 

Not a DoD user? See Troubleshooting Login Errors for VA Users