Troubleshooting Login Errors for DoD and Coast Guard Users

Please review the following access and viewing errors if you are experiencing issues with the JLV application:

 

 

Not a DoD or Coast Guard user? See Troubleshooting for VA Users

 

Patient search errors? See Troubleshooting Patient Search Errors

 

If you are experiencing difficulties and cannot resolve your login error, please contact the service desk.

 

Error

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
(DoD users only)

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.

Browser window does not allow user to scroll to widgets or JLV buttons on the portal screen are not accessible.

To ensure proper viewing of widgets and other on-screen elements, it is recommended that JLV is accessed from a monitor set to a minimum screen resolution of 1024 x 768 and viewed through Internet Explorer 11.

If browser window display issues persist, please check your monitor's screen resolution. If necessary, log out of JLV, close the browser window, adjust the screen resolution, open a new browser window, and then log into JLV again.