Any changes to the client workstation typically require administrative privileges and thereby should be made by the local help desk or tech support person.

Problem #1 Netsign middleware loaded over active card gold or ACG upgraded from 2.2 to 3.0. 

Error Message:
Certificate selected or CAC card used may not be able to sign.

Possible Cause:
When the certificates were initially installed in IE, they were associated with different middleware (E.g., Activcard and now you have Netsign) or an older (but now removed/replaced) version of middleware. When IE now tries to read the certificate from the CAC card it cannot find the associated cryptographic software and so it fails.

Resolution: (clean out all system certificates)

• Open IE and export certificates that you may need to save and cannot recreate. An example of such a certificate is if you got a personal certificate from verisign wherein the private key was stored on the personal machine.
• Close all applications
• Remove CAC card from reader
• Open My Computer and open folder (where WindowUsername is the username the individual logged in) (C:\Documents and Settings\WindowUsername\Application Data\Microsoft)
• Rename directory 'SystemCertificates' to 'SystemCertificatesBAD'
• Open IE
• Insert CAC Card. Wait for about 30 seconds
• In IE,  go to FDM Application and test your CAC
• Import any certificates you may have exported earlier.

Problem #2 More Than one card reader on a notebook PC

Error Message:
Problem reading the CAC Card

Possible Cause:
Most government issued notebooks have a built in card reader which is difficult to find.  Many help desks are installing either a PCMCIA card reader or an external Schlumberger card reader.  FDM will find the first card reader and then look for a card.  Resolution:

Resolution:
Remove all but one card reader or put the CAC in the reader which appears first under device manager.

Problem #3 User has ADOBE Acrobat professional instead of just Adobe Reader 

Error Message:
The PDF for signature opens in another window outside of FDM

Possible Cause:
Professional must have three patches installed 6.0.1, 6.0.2, 6.0.3 in order for it to work with digital signatures

Resolution:
Uninstall the reader if the reader version does not match the professional version.

Problem #4 Adobe Reader not installed

Error Message:
A user during signing is asked to save a .DO file. 

Possible Cause:
The browser will attempt to save a file when it does not know what software to use to open it

Resolution:
The user needs to install Adobe Reader.

Problem #5 Adobe Reader not registered

Error Message:
A user receives a blank Adobe screen or an X in the upper left corner of the window.

Possible Cause:
The user is using an unregistered version of Acrobat Professional

Resolution:
Use #15 from the following web page as a suggested solution: 
http://www.Adobe.com/support/techdocs/325875.html

Problem # 6 Applet not loading when using MS JVM

Error Message:
The word “loading” appears during “test your CAC” or during a digital signature process and the application hangs.

Possible Cause:
The file in directory C:/winnt/system32 has been renamed from msjava.dll to either msjava.dll or msjava.dll.old.

Resolution:
Rename the file to msjava.dll and restart the browser.

Local Help Desk support personnel are encouraged to send CAC issues encountered when readying FDM users.  Send email to FDM Help.