ASSISTANCE FOR APPLE USERS
MOST of the questions we receive can be corrected / answered by you trying these ideas first:
1. Please relook at the Mac CAC Install page for instructions on how to install what is needed to use a CAC on your Mac.
2. If you have already installed the needed program (based on the link in #1 above) or are having problems accessing websites you have successfully accessed previously, follow this page to learn how to clear the login section of your keychain.
3. If you have an SCR-331 CAC reader, you may need to update the firmware to be able to use this older reader on your Mac. There is no guarantee it will work, it is an option to try before purchasing a new reader.
4. If you have an IOGear GSR202, GSR202V, or GSR203 CAC reader and are having problems using it. You may need to downgrade the firmware on it [using a Windows computer (or Boot camped Mac)] by following these instructions.
5. Please know not every CAC enabler will with work with OS X 10.9.x (Mavericks) or OS X 10.10.x (Yosemite).
6. Load the DoD Intermediate certificates into your keychain then If your CAC has a CA between 27 and 32 you may need to install the CA 27 to 32 and CA Email 27 to 32. You can download the AllCerts.zip (http://militarycac.com/files/maccerts/AllCerts.zip) file, then double click each certificate in the folder to have them installed into your login section of keychain.
7. If DTS is not working, please follow ideas on the DTS support page.
8. If you purchased and installed PKard and are having problems, contact Thursby for support
8a. If you installed Centrify Express and are having problems when using it, contact Centrify for support
8b. If you purchased and installed Charismathics Smart Security Interface (CSSI) and are having problems, contact Charismathics for support
9. If you have recently updated to 10.9.x (Mavericks) from another version [and you were successfully using your CAC previously], you'll need to uninstall your CAC enabling program[s], restart computer, then install a new version of your CAC enabler. Look at the CAC enablers page to see which CAC enablers are compatible with 10.9.x. Also follow #2 above
9a. If you have recently updated to 10.10.x (Yosemite) from another version [and you were successfully using your CAC previously], you'll need to uninstall your CAC enabling program[s], restart computer, then install a new version of your CAC enabler. Look at the CAC enablers page to see which CAC enablers are compatible with 10.10. Also follow #2 above
10. You receive "Error Code: 500 Internal Server Error. The server denied the specified Uniform Resource Locator (URL). Contact the server administrator. (12202)." Or your system worked recently, but has since stopped working for webmail / OWA, try these ideas:
10.2. Close all open browsers, reopen one of them and try accessing the site again.
10-3. Clear your keychain, uninstall all CAC enabling programs, restart computer, reinstall one CAC enabling program, restart computer and try again. You may want to try a different CAC enabling program as well.
10-4. Follow #6 above
***NOTE: If none of the 5 ideas in #10 work for Error Code 500, please contact the Army Enterprise Service Desk (AESD) and demand they support you and figure it out. It should not be up to Mike Danberry to figure out fixes for DISAs DoD Enterprise Email system. Over 90% of the questions we're receiving now are this specific error 500 message. The ideas above have worked for most people. AESDs number is: 866-335-2769***
11. If you are having problems logging onto all CAC websites [and you can see your name entry between the words: keychain and login in Keychain access] you may have blocked your CAC. Only PKard will let you verify a blocked CAC on a Mac, otherwise, you'll need a Windows computer (or virtual Windows) via ActivClient. If your CAC is blocked, your only option is to visit an ID card office to get the card unblocked.
12. If you see "f5, Your session could not be established"
when logging into your Enterprise Email, please clear your keychain and try again. If that does not work, try again later. Remember to select your Email certificate (unless a dual persona, you'll user your activated PIV cert)
13. If you want to open / work on an NCOER (or any other PDF-F files) you need to have Adobe Reader installed on your Mac and make it your default PDF viewer. By default your Mac wants to use Viewer to open the PDFs, which will not work.
Please provide the correct information asked in the form below. The intent is to reply to you with correct ideas for you to try. We may offer incorrect ideas to fix your issue if you provide incorrect information below.
PLEASE COMPLETE THIS FORM FOR Mac SUPPORT
The 4 current CAC Types are...
(Look at the back of your ID card above the black strip for any of these. If you have any other version, you need to visit an ID card office and get it replaced. All CACs other than these four were "supposed" to be replaced by 1 October 2012).
Which CAC do I have video
Read more about the older CACs and replacing them
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Last Update or Review: Thursday, 14 May 2015 21:03 hrs
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