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CAC123: Card Reader Troubleshooting


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				CAC123: Card Reader Troubleshooting


Card Reader Troubleshooting
 Users will commonly be routed to a page requesting their Username/Password/RSA token when navigating to the mydesktop.nga.mil sites. Common troubleshooting issues they may experience are:  **The card reader is not recognizing the common access card (CAC).** If this occurs: Reinsert card reader into the USB port 	Use a different USB port 	Validate that you are using an SCR3310v2 or a Belkin F1DN005U reader 	Validate that the reader drivers are updated and the reader is being recognized by the operating system (OS). **Note:** Installation walkthrough instructions are on page 2. 	Try configuring an alternate device for remote access 	Request a new card reader  **The CAC is not functioning properly.** Reasons a CAC may malfunction include: Invalid certificates 	Damaged smart card chip 	Blocked smart card 	Smart card not inserted properly  **Installing Smart Card Reader Drivers for SCR3310v2** 1. Make sure your card reader is properly plugged in to a working USB port on your laptop or desktop. 2. Type **Device Manager** in the Search bar in the bottom left hand corner, and then select the **Device Manager** application.
 3. Scroll down to **Smart card readers**, and select the little triangle next to it to open it. Your card reader should be listed here. 4. Right-click on the reader and select **Properties** > Navigate to the **Drivers** tab > Ensure the latest version of the driver is installed.
 **Note:**If the card reader did not install correctly, try the following: Go to **Device Manager** (Instructions above). 	Scroll down to **Smart Card Readers**. 	Right-click the CAC reader that shows up below **Smart Card Readers**. **Note:**It may also show up under Unknown Devices. 	Select **Uninstall**. 	Once the reader is uninstalled, unplug it from your computer. Wait a few moments, then plug it back in. It should start to install itself but if that doesn't work, continue to the next steps. 5. Go to https://support.identiv.com/scr3310v2/ and download the driver installer.
 6. Select the **.msi file** and click the default options until the install finishes. 7. If the drivers do not auto populate, reboot your computer.


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