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:
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:
|
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:
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. |