Troubleshooting CAC Access to AKO

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Since in 2013s, the United State army has been requiring all users who want to access their AKO email account to use their CAC (Common Access Card) to login into AKO (Army Knowledge Online). If you want to get AKO login with your CAC (Common Access Card), you have to enter your CAC number and PIN (personal identification number). All users who have a CAC (Common Access Card) should migrate to the Enterprise Email platform fully.If you have CAC (Common Access Card), before you trying to log in, make sure that your CAC has been registered with your AKO (Army Knowledge Online) account information.

Common Issues

New CAC Type

It is probably that you have to update your ActivClient software. Let’s take your physical Common Access Card (CAC) and on the back along the top look it. If there is say “Gemalto TOP DL GX4 144” or “Oberthur ID One 128 v5.5 Dual”, so it means that you have new CAC (Common Access Card) and you will need to update your latest ActivClient software.

The window asks for both your username and password

Usually when you want to register your CAC (Common Access Card) by using the registration wizard, you will be asked to verify only your password. But if you asked to enter your password and your username, so you will need to clear your temporary internet files. Then you have to try registration again.

CAC Certificate is not listed or wrong

When you are doing a registration and login process, you will be asked to select your CAC certificate. Of course you will select the certificate which matches the one on your CAC (Common Access Card).  If you cannot find the correct certificate or want to delete irrelevant certificates, so please make your CAC Certificate available.

Revoked Certificate

It is probably occurs the mistake which determine that your certificates have been revoked. If your certificates have been revoked and you need to obtain a new CAC (Common Access Card) please check the revoked Certificate of CAC (Common Access Card).

EDIPI does not match

If you having problem that you receive an error stating your EDIPI does not match, so you will need to contact the service desk for help.

The Browser crashes/login page refreshes

Maybe you will experience this case if you have Vista. However if you experience this case while you are using the latest version of Internet Explorer, so you have to follow some step to solve it.

403 access Forbidden

When you are doing a registration and login process you receive this message, so you will need to register your CAC using the CAC registration wizard. If you still get this message while your CAC (Common Access Card) is successful, so you will need to adjust the security settings of your computer. For more information, please check 403 Access Forbidden.

Page Cannot Be Displayed

If you having problem that show your Page cannot be displayed, so you will need to clear your temporary internet files.

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