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1 | JLV_2.6.zip\JLV_2.6\JLV_2.6\Joint Legacy Viewer\JLV\web-app\WebHelp | loginerrors.htm | Thu Aug 31 12:14:50 2017 UTC |
2 | JLV_2.6.zip\JLV_2.6\JLV_2.6\Joint Legacy Viewer\JLV\web-app\WebHelp | loginerrors.htm | Thu Aug 31 14:19:30 2017 UTC |
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1 | <?xml vers ion="1.0" encoding=" utf-8" ?> | |
2 | <!DOCTYPE html PUBLI C "-//W3C/ /DTD XHTML 1.0 Trans itional//E N" "http:/ /www.w3.or g/TR/xhtml 1/DTD/xhtm l1-transit ional.dtd" > | |
3 | <html xmln s="http:// www.w3.org /1999/xhtm l"> | |
4 | <head> | |
5 | <meta http -equiv="Co ntent-Type " content= "text/html ; charset= utf-8" /> | |
6 | <meta name ="generato r" content ="Adobe Ro boHelp 11" /> | |
7 | <title>Log In Errors for VA Us ers</title > | |
8 | <link rel= "StyleShee t" href="d efault.css " type="te xt/css" /> | |
9 | <style typ e="text/cs s"> | |
10 | <!-- | |
11 | div.WebHel pPopupMenu { positio n:absolute ; | |
12 | left:0px; | |
13 | top:0px; | |
14 | z-index:4; | |
15 | visibility :hidden; } | |
16 | p.WebHelpN avBar { te xt-align:r ight; } | |
17 | --> | |
18 | </style> | |
19 | ||
20 | ||
21 | ||
22 | ||
23 | ||
24 | ||
25 | ||
26 | </head> | |
27 | ||
28 | <body> | |
29 | ||
30 | ||
31 | <h1>Troubl eshooting Login Erro rs for VA Users</h1> | |
32 | <p style=" font-size: 10pt;"><s pan style= "mso-farea st-font-fa mily: Cali bri; | |
33 | mso-far east-theme -font: min or-latin; | |
34 | mso-bid i-font-fam ily: 'Time s New Roma n';">Pleas e | |
35 | review th e followin g common e rror messa ges and tr oubleshoot ing tips i f | |
36 | you are u nable to a ccess the JLV applic ation as a VA user.< /span> </p > | |
37 | <p style=" font-size: 10pt;">&# 160;</p> | |
38 | <ul style= "list-styl e: disc;"> | |
39 | <l i style="f ont-size: 10pt;"><a href="#row 1" title=" #row1">Acc ess denied . You are | |
40 | n ot an auth orized use r</a>.</li > | |
41 | <l i style="f ont-size: 10pt;"><a href="#row 6" title=" #row6">Cou ld not sav e User Pro file</a></ li> | |
42 | <l i style="f ont-size: 10pt;"><a href="#row 2" title=" #row2">Not a valid A CCESS/VERI FY | |
43 | C ODE pair</ a></li> | |
44 | <l i style="f ont-size: 10pt;"><a href="#row 0" title=" #row0">Pag e cannot b e displaye d</a></li> | |
45 | <l i style="f ont-size: 10pt;"><a href="#row 3" title=" #row3">Sma rtCard Req uired</a>< /li> | |
46 | <l i style="f ont-size: 10pt;"><a href="#row 4" title=" #row4">VER IFY CODE m ust be cha nged | |
47 | b efore cont inued use< /a></li> | |
48 | </ul> | |
49 | <p style=" font-size: 10pt;">&# 160;</p> | |
50 | <p style=" font-size: 10pt;"><s pan style= "mso-farea st-font-fa mily: Cali bri; | |
51 | mso-far east-theme -font: min or-latin; | |
52 | mso-bid i-font-fam ily: 'Time s New Roma n';">If | |
53 | you are e xperiencin g difficul ties and c annot reso lve your l ogin error , | |
54 | please co ntact the VA Nationa l Service Desk.</spa n> </p> | |
55 | <p style=" font-size: 10pt;">&# 160;</p> | |
56 | <table sty le="height : 54px; le ft: 0px; t op: 100px; " width="2 16"> | |
57 | <c ol width=" 212" /> | |
58 | <t r> | |
59 | <td> <p style=" text-align : center;" ><span sty le="font-s ize: 10pt; | |
60 | fon t-family: 'Segoe UI' , sans-ser if;"><font size="2" style="fon t-size:10p t;"><img | |
61 | src ="images/V A_Seal.png " alt="VA Seal Image " style="b order: non e;" | |
62 | bor der="0" /> </font></s pan></p> | |
63 | <p s tyle="text -align: ce nter; font -size: 10p t;">VA Nat ional Serv ice | |
64 | Des k</p></td> | |
65 | </ tr> | |
66 | <t r> | |
67 | <td> <p style=" text-align : center;" ><span sty le="font-s ize: 10pt; | |
68 | fon t-family: 'Segoe UI' , sans-ser if;"><font size="2" style="fon t-size:10p t;">888-59 6-4357</fo nt></span> </p></td> | |
69 | </ tr> | |
70 | <t r> | |
71 | <td><p sty le="text-a lign: cent er;"><span style="fo nt-size: 1 0pt;"><fon t size="2" style="fo nt-size:10 pt;"><a hr ef=" EMAIL RE D AC T E D
|
|
72 | </ tr> | |
73 | </table> | |
74 | <p style=" font-famil y: Verdana , sans-ser if; font-s ize: 10pt; "> </ p> | |
75 | <p> < /p> | |
76 | <table sty le="border -collapse: separate; border-co llapse: se parate;" c ellspacing ="0" | |
77 | wid th="83.475 %" border= "1"> | |
78 | <c ol style=" width: 27. 8%;" /> | |
79 | <c ol style=" width: 72. 2%;" /> | |
80 | <t r> | |
81 | <td> <span styl e="font-we ight: bold ; font-siz e: 10pt;"> <font size ="2" style ="font-siz e:10pt;">E rror Messa ge</font>< /span></td > | |
82 | <td> <p style=" font-size: 10pt; fon t-weight: bold;">Tro ubleshooti ng | |
83 | Tip s</p></td> | |
84 | </ tr> | |
85 | <t r> | |
86 | <td id="row1"> <span styl e="font-si ze: 10pt;" ><font siz e="2" styl e="font-si ze:10pt;"> Access den ied. You | |
87 | are not an au thorized u ser.</font ></span></ td> | |
88 | <td> <p>WHAT? E rror messa ge indicat ing <span style="fon t-style: i talic;"><i >Access | |
89 | Den ied. You a re not an authorized User</i>< /span>.</p > | |
90 | <p>W HY? PIV ca rd process ing proble m or inval id securit y certific ate | |
91 | cho sen.</p> | |
92 | <p s tyle="font -weight: n ormal;">FI X IT:</p> | |
93 | <p>1 ) Close br owser wind ow.</p> | |
94 | <p>< span style ="font-siz e: 10.0pt; "><font si ze="2" sty le="font-s ize:10pt;" >2) Re-ins ert PIV ca rd and re- launch | |
95 | JLV link.</fo nt></span> </p> | |
96 | <p>3 ) Select a certifica te that is not expir ed and spe cifies <sp an | |
97 | sty le="font-s tyle: ital ic;"><i>Is sued by: V eterans Af fairs CA B 1</i></spa n>.</p> | |
98 | <p s tyle="mso- fareast-fo nt-family: 'Times Ne w Roman';" ><span sty le="mso-bi di-font-fa mily: Aria l;">If | |
99 | thi s is unsuc cessful, f ully reboo t your sys tem. This refreshes | |
100 | all connectio ns and res olves grea ter than 9 5% of any remaining | |
101 | pro blems.</sp an></p></t d> | |
102 | </ tr> | |
103 | <t r> | |
104 | <td id="row6"> <p>Could n ot save Us er Profile </p></td> | |
105 | <td> <p style=" mso-add-sp ace: auto; ">WHAT? Er ror messag e indicati ng | |
106 | <sp an style=" font-style : italic;" ><i>Could not save U ser Profil e</i></spa n>.</p> | |
107 | <p>W HY? Error occurred d uring PIV authentica tion for V A users - | |
108 | typ ically a P IV card pr ocessing p roblem or an invalid security | |
109 | cer tificate c hosen.</p> | |
110 | <p>F IX IT:</p> | |
111 | <p>( 1) Close y our browse r window.< /p> | |
112 | <p>( 2) Re-inse rt PIV car d and re-l aunch the JLV link.< /p> | |
113 | <p>( 3) Select a certific ate that i s not expi red and sp ecifies <s pan | |
114 | sty le="font-s tyle: ital ic;"><i>Is sued by: V eterans Af fairs CA B 1</i></spa n>.</p> | |
115 | <p>< span style ="mso-fare ast-font-f amily: 'Ti mes New Ro man'; mso- bidi-font- family: Ar ial;">If | |
116 | thi s is unsuc cessful, f ully reboo t your sys tem. This refreshes | |
117 | all connectio ns and res olves grea ter than 9 5% of any remaining | |
118 | pro blems.</sp an> </p></ td> | |
119 | </ tr> | |
120 | <t r> | |
121 | <td id="row2"> <span styl e="font-si ze: 10pt;" ><font siz e="2" styl e="font-si ze:10pt;"> Not a vali d ACCESS/V ERIFY | |
122 | COD E pair</fo nt></span> </td> | |
123 | <td> <p class=" TableText" >WHAT? <sp an style=" font-style : italic;" ><i>Not | |
124 | a v alid ACCES S CODE/VER IFY CODE p air</i></s pan> error at login screen.</p > | |
125 | <p c lass="Tabl eText">WHY ? 1) JLV c ould not m atch your access and | |
126 | ver ify codes to the Sit e selected in the dr op down or VA, or 2) | |
127 | Use rname and password w ere entere d instead of access/ verify cod es.</p> | |
128 | <p c lass="Tabl eText">FIX IT:</p> | |
129 | <p c lass="Tabl eText">1) VBA users MUST selec t <b style ="mso-bidi -font-weig ht: normal ;">Veteran s | |
130 | Ben efits Admi nistration </b> from the Site f rom the dr op-down.</ p> | |
131 | <p c lass="Tabl eText">2) VHA users must selec t the pare nt VistA | |
132 | hos t site for their fac ility (e.g ., Wichita uses “Kan sas City, | |
133 | MO” ).</p> | |
134 | <spa n style="f ont-size: 10.0pt; ms o-bidi-fon t-size: 12 .0pt; mso- fareast-fo nt-family: 'Times Ne w Roman'; | |
135 | mso-bid i-font-fam ily: Arial ; mso-ansi -language: EN-US; | |
136 | mso-far east-langu age: EN-US ; mso-bidi -language: AR-SA; | |
137 | font-fa mily: 'Seg oe UI', sa ns-serif;" ><font siz e="2" styl e="font-si ze:10pt;"> 3) Re-ente r correct | |
138 | Acc ess and Ve rify codes (CAPRI co des for VB A users, C PRS codes | |
139 | for VHA users ).</font>< /span> </t d> | |
140 | </ tr> | |
141 | <t r> | |
142 | <td id="row0"> <span styl e="font-fa mily: 'Seg oe UI', sa ns-serif; | |
143 | fon t-size: 10 pt;"><font size="2" style="fon t-size:10p t;">Page c annot be d isplayed</ font></spa n></td> | |
144 | <td> <p class=" MsoNormal" style="ma rgin-left: 1.2pt; te xt-align: left; | |
145 | tab-sto ps: 36.85p t; font-we ight: norm al;">WHAT? You recei ve | |
146 | a < span style ="font-sty le: italic ;"><i>Page cannot be displayed </i></span > | |
147 | err or when la unching JL V.</p> | |
148 | <p c lass="MsoN ormal" sty le="margin -left: 1.2 pt; text-a lign: left ; | |
149 | tab-s tops: 36.8 5pt;">WHY? The JLV U RL require s certain internet | |
150 | exp lorer sett ings</p> | |
151 | <p c lass="MsoN ormal" sty le="margin -left: 1.2 pt; text-a lign: left ; | |
152 | tab-s tops: 36.8 5pt; font- weight: no rmal;">FIX IT:</p> | |
153 | <p c lass="MsoN ormal" sty le="margin -left: 1.2 pt; text-a lign: left ; | |
154 | tab-s tops: 36.8 5pt;">1) W ith Intern et Explore r open, cl ick | |
155 | the Tools men u or press ALT-X.</p > | |
156 | <p c lass="MsoN ormal" sty le="margin -left: 1.2 pt; text-a lign: left ; | |
157 | tab-s tops: 36.8 5pt;"><spa n style="f ont-size: 10.0pt;">< font size= "2" style= "font-size :10pt;">2) Select | |
158 | Int ernet Opti ons.</font ></span></ p> | |
159 | <p c lass="MsoN ormal" sty le="margin -left: 1.2 pt; text-a lign: left ; | |
160 | tab-s tops: 36.8 5pt;"><spa n style="f ont-size: 10.0pt;">< font size= "2" style= "font-size :10pt;">3) When | |
161 | the dialog op ens, selec t the <b s tyle="mso- bidi-font- weight: no rmal;">Adv anced</b> | |
162 | tab .</font></ span></p> | |
163 | <p c lass="MsoN ormal" sty le="margin -left: 1.2 pt; text-a lign: left ; | |
164 | tab-s tops: 36.8 5pt;"><spa n style="f ont-size: 10.0pt;">< font size= "2" style= "font-size :10pt;">4) Scroll | |
165 | dow n in the l ist until you see th e settings below and assure SS L | |
166 | 2.0 is NOT ch ecked and that TLS 1 .0, 1.1 an d 1.2 are checked.</ font></spa n></p> | |
167 | <spa n style="f ont-size: 10.0pt; ms o-fareast- font-famil y: 'Times New Roman' ; | |
168 | mso-bid i-font-fam ily: Arial ; mso-ansi -language: EN-US; | |
169 | mso-far east-langu age: EN-US ; mso-bidi -language: AR-SA; | |
170 | font-fa mily: 'Seg oe UI', sa ns-serif;" ><font siz e="2" styl e="font-si ze:10pt;"> 5) Click < b style="m so-bidi-fo nt-weight: normal; | |
171 | fon t-family: 'Segoe UI' , sans-ser if;">OK</b >, then re launch JLV | |
172 | and the page should loa d.</font>< /span> </t d> | |
173 | </ tr> | |
174 | <t r> | |
175 | <td id="row3"> <span styl e="font-si ze: 10pt;" ><font siz e="2" styl e="font-si ze:10pt;"> SmartCard required</ font></spa n></td> | |
176 | <td> <p class=" MsoNormal" style="ma rgin-left: 0in; text -align: le ft;">WHAT? | |
177 | Err or Message <span sty le="font-s tyle: ital ic;"><i>Sm art Card R equired</i ></span>.< /p> | |
178 | <p c lass="MsoN ormal" sty le="margin -left: 0in ; text-ali gn: left;" ><span | |
179 | sty le="font-s ize: 10.0p t;"><font size="2" s tyle="font -size:10pt ;">WHY? Sm art card n ot read by Windows | |
180 | Sec urity and JLV before launching JLV link. </font></s pan></p> | |
181 | <p c lass="MsoN ormal" sty le="margin -left: 0in ; text-ali gn: left;" ><span | |
182 | sty le="font-s ize: 10.0p t;"><font size="2" s tyle="font -size:10pt ;">FIX IT: </font></s pan></p> | |
183 | <p c lass="MsoN ormal" sty le="margin -left: 0in ; text-ali gn: left;" ><span | |
184 | sty le="font-s ize: 10.0p t;"><font size="2" s tyle="font -size:10pt ;">1) Clos e all brow ser sessio ns/browser -based | |
185 | app lications. </font></s pan></p> | |
186 | <p c lass="MsoN ormal" sty le="margin -left: 0in ; text-ali gn: left;" >2) | |
187 | Re- insert PIV card and re-launch JLV link.< /p> | |
188 | <spa n style="f ont-size: 10.0pt; ms o-fareast- font-famil y: 'Times New Roman' ; | |
189 | mso-bid i-font-fam ily: Arial ; mso-ansi -language: EN-US; | |
190 | mso-far east-langu age: EN-US ; mso-bidi -language: AR-SA; | |
191 | font-fa mily: 'Seg oe UI', sa ns-serif;" ><font siz e="2" styl e="font-si ze:10pt;"> If this is unsuccess ful, | |
192 | ful ly reboot your syste m to refre shes all c onnections . This res olves | |
193 | gre ater than 95% of any remaining problems. </font></s pan> </td> | |
194 | </ tr> | |
195 | <t r> | |
196 | <td id="row4"> <span styl e="font-si ze: 10pt;" ><font siz e="2" styl e="font-si ze:10pt;"> VERIFY COD E must be | |
197 | cha nged befor e continue d use</fon t></span> | |
198 | <br /> </ td> | |
199 | <td> <p style=" mso-add-sp ace: auto; ">WHAT? Re ceive <spa n style="f ont-style: italic;"> <i>VERIFY | |
200 | COD E must be changed be fore conti nued use</ i></span> error at l ogin | |
201 | scr een.</p> | |
202 | <p>< span style ="font-siz e: 10.0pt; "><font si ze="2" sty le="font-s ize:10pt;" >WHY? CPRS or CAPRI VERIFY COD E | |
203 | has expired.< /font></sp an></p> | |
204 | <p>< span style ="font-siz e: 10.0pt; "><font si ze="2" sty le="font-s ize:10pt;" >FIX IT:</ font></spa n></p> | |
205 | <p>< span style ="font-siz e: 10.0pt; "><font si ze="2" sty le="font-s ize:10pt;" >1) Open C PRS or CAP RI.</font> </span></p > | |
206 | <p>< span style ="font-siz e: 10.0pt; "><font si ze="2" sty le="font-s ize:10pt;" >2) Select the <b st yle="mso-b idi-font-w eight: nor mal;">Chan ge | |
207 | Ver ify Code</ b> checkbo x on the s ign-on dia log before clicking | |
208 | <b style="mso -bidi-font -weight: n ormal;">OK </b>.</fon t></span>< /p> | |
209 | <p>< span style ="font-siz e: 10.0pt; "><font si ze="2" sty le="font-s ize:10pt;" >3) You wi ll be prom pted to | |
210 | cre ate a new Verify Cod e.</font>< /span></p> | |
211 | <p>< span style ="mso-fare ast-font-f amily: 'Ti mes New Ro man'; mso- bidi-font- family: Ar ial;">4) | |
212 | Onc e your Ver ify Code i s changed for CPRS o r CAPRI, J LV will re cognize | |
213 | the new code immediatel y.</span> </p></td> | |
214 | </ tr> | |
215 | </table> | |
216 | <p> < /p> | |
217 | <p>Not a V A user? Se e <a href= "loginErro rsDoD.htm" title="lo ginErrorsD oD.htm">Tr oubleshoot ing Login | |
218 | Errors fo r DoD User s</a></p> | |
219 | ||
220 | </body> | |
221 | </html> |
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