AMPS OIM User Troubleshooting Guide Ver 3.5.1.pdf 1 of 3 Property of U.S. Government. October, 2018

AMPS: Troubleshooting Guide

Brief Guide to AMPS

What AMPS is . . .

AMPS is an account provisioning system that can set up 

your access to computer application resources or 

provide information to a provisioner for manual setup. 

Access is based on the approval of your request for one 

or more application roles (see AMPS Terms, page 2).

Application users, both internal (civilians, military, and 

contractors) and external (vendors, public), can have 

AMPS accounts that enable them to submit requests 

for these roles. When a role is approved, the user has 

access to the application resource.

What AMPS is NOT . . .

AMPS is NOT a portal to any application. Having an 

account in AMPS enables you to request an application 

role, submit and track the request, and receive a 

notification when the request is granted.

Access to any requested application is provided 

through the application itself or through the portal 

provided by the sponsoring organization.

Getting help with AMPS

Contact the Enterprise Help Desk (EHD) to report AMPS 

issues or questions:

 Toll-free telephone: 855-352-0001

 Email: EnterpriseITHelpDesk@dla.mil

 EHD Online: https://spoe.dla.mil

Have this information ready . . .

 What is your telephone number?

 What is your email address?

 When did the problem start?

 Have you had this problem before?

 Is anyone around you having the same problem?

 Is this problem an application access-related 

issue?

 Is this problem related to a SAAR? If so, do you 

know the SAAR number?

 Is this issue related to a role request or a role 

expiration or extension request?

Topics and Questions Answers

 Access to AMPS

What is AMPS and how can I get access to it?

AMPS stands for Account Management and Provisioning System. AMPS helps you set up accounts 

on the computer systems you will use in your job. (See What AMPS is... at left.)

To launch AMPS, type the following URL into your Internet browser: https://amps.dla.mil

 Access to AMPS: 

Network or Browser Problems

Help! I entered the correct URL

but AMPS won’t open!

Follow these instructions:

If you cannot resolve the issue, 

report the problem to the EHD.

Are you seeing "This page can’t be displayed" or another error in screen display?

Intermittent DLA network issues can cause users to get this message when attempting to launch 

AMPS. To resolve the issue, try these actions:

 Close your browser and repeat your effort to open AMPS.

 If this message continues to appear, call the EHD and listen to the list of outages.

 If AMPS is not on the outage list, try the following:

1. Clear your browser cache and SSL State in the browser Options.

2. Close all instances of the browser, no matter what website you are on.

3. Restart the browser and try AMPS again.

4. If that fails, leave the browser window open and open a new session (option under File 

menu in Internet Explorer) and navigate to AMPS from the new window.

5. If you are on VPN, disconnect from the current site and try another one (Ogden/

Columbus in the USA or [other available location if in another part of the world]).

6. If you are in VDI, you can try connecting through the VPN from your main desktop on 

the thin client (this has not been verified on zero clients):

a) Exit VDI.

b) Locate the Telework folder on your desktop.

c) Double-click the Juniper icon.

d) After connecting to a new location, return to the Telework folder and click the 

Internal VDI URL.

e) After you are logged in and back on VDI, try AMPS again.

 How to Delete Browser History in 

Internet Explorer

Do you need to clear your browser 

cache? 

Follow these instructions:

If you do not get the results you 

need, report the problem to the EHD.

Follow these steps to delete the browsing history:

1. In Internet Explorer, click the Tools command on the main menu.

2. Click the Delete browsing history option in the Tools menu.

3. In the Delete Browsing History dialog, ensure that the following two options are checked:

 Temporary Internet files and website files

 Cookies and website data

4. Click the Delete button.

5. Click the close icon in the banner to dismiss the message.

6. Close the browser and reopen it to continue work.

 How to Refresh Stored Pages in 

Internet Explorer.

Do you need to refresh all stored 

pages in Internet Explorer?

Either of the two instruction sets 

ensure that Internet Explorer 

refreshes the selected page each 

time you reopen it.

At the end of the instructions, close 

the browser and reopen it to 

continue work.

To instruct Internet Explorer to refresh the stored pages each time you open them, follow these steps :

1. In Internet Explorer, click the Tools command on the main menu.

2. Click Internet options in the Tools menu.

3. In the Internet Options dialog, click the Settings button.

4. In the Website Data Settings dialog, click the radio button for this option: Every time I visit the webpage.

5. Click the OK button.

6. In the Internet Options dialog, click OK to close the dialog.

As an alternative method, follow these instructions:

1. With Internet Explorer opened, click the gear icon in the upper right corner of the browser window.

2. Click Internet Options in the drop-down menu.

3. In the Internet Options dialog, locate the Browsing History section and click the Settings button.

4. In the Website Data Settings dialog, click the radio button for this option: Every time I visit the webpage.

5. Click the OK button.

6. In the Internet Options dialog, click OK to close the dialog.
AMPS OIM User Troubleshooting Guide Ver 3.5.1.pdf 2 of 3 Property of U.S. Government. October, 2018

AMPS: Troubleshooting Guide

Brief Guide to AMPS

Access to AMPS: Internal Users

After you are issued an account in AMPS, you can 

request roles and perform various maintenance 

functions. Internal users get access to AMPS by logging 

in with a CAC or other accepted authentication.

Internal users see sections in profile screens for 

maintaining passwords and challenge questions. 

Because internal users don’t need passwords or 

challenge questions, they can disregard these sections.

Problems with Access to AMPS

Occasional problems with CAC certificate registration 

can interfere with access to AMPS. If you cannot open 

AMPS or other secured (https) Web sites, contact the 

EHD for assistance with CAC registration, browser 

proxy settings, and other issues.

AMPS Terms

Account: a system entity that provides access to that 

system, along with permissions to perform tasks or see 

certain data in the system.

Approvers: users who approve or deny user requests 

for roles. Approvers include Supervisors, Security 

Officers, Data Owners, and Information Assurance 

Officers (IAOs). IAO approvals are not required for DLA 

users.

Provisioners: administrative system users who 

provide access for users to their systems after all role 

approvals are complete. Provisioning may be 

automatic or manual.

Resource: anything a user may have access to, such as 

an email account, database access account, or 

application.

Role: a set of permissions and a resource. Assigning a 

role in AMPS provides information necessary to set up 

a user’s account in a resource.

AMPS Training

The following documentation is available through the 

AMPS Documentation link on the Home page:

AMPS User Guide: for all users and approvers.

Snapshots: quick references for specific procedures.

AMPS Release Notes: information and/or training 

for newly released features.

Topics and Questions Answers

 Role Request: Date of Birth (DOB) and 

Social Security Number (SSN)

 Why does the Role Request process require 

me to enter my Date of Birth?

 Why do I need to add a Social Security 

number?

All role requestors must enter a DOB for security check purposes. If you are an 

external user who logs in with a user name and password, you must also enter an 

SSN.

The Security Officer who reviews your request needs a DOB to verify that you have 

the correct clearance for your request. If an EDIPI is not entered in your AMPS 

profile, the system displays fields that require you to enter and confirm your SSN 

when you request a role. Your DOB and SSN are displayed only to the Security 

Officer during the approval process, and then discarded. An SSN is required for 

certain external user types and only if no EDIPI is on record for the user. AMPS 

does not save the DOB or SSN in the user’s profile. All information in AMPS is 

protected under the Privacy Act. For more information, call the EHD.

 Role Request: Selection

Which role should I select for access to a 

certain application?

Your best option is to see your supervisor for guidance in selecting the appropriate 

role or roles for your job. Help Desk staff do not maintain lists of roles for different 

users. Your team resources and supervisor provide the most reliable and accurate 

information.

 Role Request: Approval Process

How much time does the AMPS approval 

process take?

The amount of time varies according to each approver’s approach. Each approver 

has 20 days from the date of receiving the SAAR notification to act on the approval 

request. Because the SAAR approval process requires staff interaction, an approval 

can take as little as one day or as long as several weeks to be completed. Ask your 

supervisor for further guidance on this process.

 Role Request: Error

I submitted a role request, but AMPS displayed an 

error message without a SAAR number assigned. 

How can I correct the error?

A problem in the role’s setup in AMPS could cause an error. Follow these steps to 

get the problem resolved:

 Note the date and approximate time of the request submission, and the role 

you requested.

 Notify the Enterprise Help Desk and report the error message.

 Role Request: Sent to the Wrong 

Supervisor

I submitted a SAAR to a person who is no longer 

my supervisor. I then changed the supervisor name 

in my profile. Will this change redirect my SAAR to 

the correct supervisor?

 Yes, you no longer need to cancel SAARs in progress if you submit them to the 

wrong Supervisor.

 To redirect each pending SAAR, update your Supervisor, follow these steps:

 From the AMPS main menu, go to My Profile > My Information > User 

Information, and click the Update Supervisor link.

 After you make the change, AMPS moves the pending SAAR to the new 

Supervisor’s Inbox and notifies the new Supervisor about pending SAARs.

 Role Request: How to Cancel a Request

I submitted a role request in error or just need to 

cancel the request and resubmit it. Can I cancel a 

role request after I’ve submitted it?

Yes. Current role requests are listed as SAARs in your Pending Requests table.

Click My Pending Requests from the My Profile section of the AMPS main menu. 

(Accept the Privacy Act Statement, if presented.) Select the SAAR you want to 

cancel from the Pending Requests table, and click the Cancel Request button. If the 

SAAR is not in a TICKETED status, this action terminates the SAAR. If the SAAR 

status is TICKETED, please call the Enterprise Help Desk to terminate the SAAR.
AMPS OIM User Troubleshooting Guide Ver 3.5.1.pdf 3 of 3 Property of U.S. Government. October, 2018

AMPS: Troubleshooting Guide

Brief Guide to AMPS

Access to AMPS: External Users

. . . Authentication with an ID and password:

After you register for an AMPS account, the system 

provides you with an account ID. Use this ID along with 

the password you defined during registration to log in 

to AMPS.

. . . Authentication with a CAC or PIV:

When you register for an account, you can insert a CAC 

or PIV in a card reader. AMPS captures and stores the 

correct certificates, enabling you to authenticate 

without an ID and password.

After you log in, you can request roles and perform 

various account maintenance functions.

External users see sections in profile screens for 

maintaining passwords and security questions. As an 

external user, you can manage this information for 

your login authentication credentials.

Problems with Access to AMPS

Occasional problems with CAC certificate registration 

can interfere with access to AMPS. If you cannot open 

AMPS or other secured (https) Web sites, contact the 

EHD for assistance with CAC registration, browser 

proxy settings, and other issues.

External Approvers

External approvers can approve or deny external user 

requests for roles. External approvers include External 

Supervisors, External Security Officers, and External 

Authorizing Officials, all of which are identified by the 

external user during the registration process.

Application Data Owners and Information Assurance 

Officers (IAOs) also approve requests for external 

users.

Provisioners are administrative system users who 

provide access for external and internal users to 

systems after all role approvals are complete. 

Provisioning may be automatic or manual.

Resource: anything a user may have access to, such as 

an email account, database access account, or 

application.

Role: a set of permissions and a resource. Assigning a 

role in AMPS provides information necessary to set up 

a user’s account in a resource.

Topics and Questions Answers

 Supervisor: Change a Supervisor in AMPS

How can I update my supervisor in AMPS?

You have two options for changing your AMPS supervisor information:

 Open My Information from the AMPS main menu. In the User Information tab 

page, locate the Supervisor section, and click the search icon to open a utility for 

locating and selecting the correct supervisor.

 On the User Information screen during the role request procedure, click the 

Update Supervisor command. Search for and select the name of the correct 

supervisor. AMPS saves this change to your profile after you submit the request.

 Supervisor: Role Error

My supervisor does not have the correct role in AMPS to 

approve my role request or annual revalidation. What can 

I do?

If your supervisor does not have the correct AMPS Supervisor role, he or she cannot 

approve any role requests. During an approval procedure, AMPS tells the supervisor 

to suspend the approval temporarily and request the AMPS Supervisor role.

After receiving the correct role, the supervisor can complete the approval.

 Can’t See Roles due to Incorrect User Type

I registered for a Public account, but I cannot see the roles I 

need to request. I am told I should have registered as a 

Civilian for User Type. How can I change my User Type?

If you have completed a registration for the wrong user type, such as Public or 

Vendor, you cannot see the correct roles to request, and you cannot change your 

user type after registration is complete. Ask the Help Desk to disable the incorrect 

account; this change enables you to re-register as a Federal Agency User or 

Contractor. After you complete the new registration, use the My Information page to 

select a User Type, as needed, and fill in any required information.

 Role Expiration and Extension

My role is about to expire. What can I do?

AMPS notifies you by email message when a role is about to expire.

Follow the instructions in the email message to request an extension of the role 

assignment or to expedite a role expiration request.

 My Profile: Supervisor’s Direct Reports

I’m a supervisor. Where can I find a list of my direct reports 

in AMPS?

Users with the Supervisor role in AMPS have a Direct Reports tab page in their My 

Information screens. This tab page lists all direct reports and provides read-only 

access to each person’s User Information, Applications & Roles, and if applicable, 

their Direct Reports. To view this data, click the User ID entry for any direct report. 

AMPS displays a Details screen containing the direct report’s User Information and 

Applications & Roles. A Supervisor can request a role, remove a role, update 

additional attributes, and cancel a request for a subordinate.

 My Profile: Direct Report’s Role Information

I’m a supervisor, and I need to know which roles are 

assigned to one of my direct reports. Where is this 

information available?

Users with the Supervisor role in AMPS have a Direct Reports tab page in their My 

Information screens. To view role information for a direct report, select the name of 

a direct report; AMPS displays the user’s Current Roles, Pending Requests, and SAAR 

History.

 My Profile: User Contact Information

How do I enter my telephone number, APO, or other 

contact information in AMPS?

How can I change my email address?

Click My Information from the main menu, locate the Contact Information section, 

and make changes as needed.

Your official email address is modified automatically in AMPS if it changes in your 

Active Directory (AD) listing. To inquire about an email change or name change, 

contact the Enterprise Help Desk.

 My Profile: Name Change in AMPS

My name is about to change. Should I request a name 

change in AMPS?

No; your name comes from your listing in the Active Directory (AD). After it is 

changed in AD, the change is propagated to AMPS and other AD-related systems.