This guide provides troubleshooting steps for common issues encountered during NIPRNet login and subsequent network connectivity. Follow the sections below based on the error you are experiencing.

I. "Domain Specified Not Available" Error

This error indicates a disruption in network connectivity affecting the workstation's ability to connect to the domain.

• Troubleshooting Steps:

1. Connectivity Verification: Ensure a physical Ethernet connection is established between the workstation and the network infrastructure. Confirm the presence of active link lights on the network interface card (NIC), visually indicating a live connection.
2. User Account Validation: Attempt login using a previously authenticated user account known to function on the workstation. If successful, verify the user's network access. This helps isolate user-specific profile issues.
3. Escalation to Communications Squadron: If the error persists, contact the Communications Squadron for further diagnostic support. This error typically indicates a network connectivity failure or workstation domain disassociation.

II. "Credentials Could Not Be Verified" Error

This error indicates a failure in the authentication process. The system is unable to validate the user's identity based on the presented credentials, typically the Common Access Card (CAC) and associated Personal Identification Number (PIN).

• Potential Causes:
  • PIN Verification Failure: Incorrect PIN entry is the most prevalent reason for this error.
  • CAC Card Integrity and Recognition:
    • Improper insertion or recognition of the CAC.
    • Physical damage to the CAC.
  • Network Connectivity: Network connection issues.
  • Account Issues:
    • Account lockout due to repeated incorrect PIN entries.
    • Account disabled due to security violations or other administrative reasons.
    • Insufficient account permissions to access the requested resources.
• Troubleshooting Steps:

1. PIN Verification: Carefully re-enter the PIN, ensuring accuracy with respect to case sensitivity and Num Lock status.
2. CAC Insertion and Port Verification: Remove and re-insert the CAC into the card reader. Attempt using a different USB port.
3. System Restart: Perform a complete system restart to resolve potential temporary software glitches.
4. Card Reader Functionality Test: Utilize a card reader testing tool to confirm the proper functioning of the card reader device.
5. Network Connectivity Verification: Confirm a stable network connection to the NIPRNet.
6. Alternate Workstation Test: If feasible, attempt login on a different workstation to isolate machine-specific issues.
7. Contact Unit Information Assurance Officer (IAO): Consult with your Unit IAO to investigate potential account-related issues. The IAO can access account status and permission information.
8. Escalate to IT Support: If the preceding steps fail to resolve the issue, contact your organization's IT support for advanced diagnostic assistance. Provide comprehensive details regarding the error message, operating system, browser, and CAC information. Specifically, indicate if account lockout is suspected due to multiple incorrect PIN attempts.

III. Troubleshooting Internet Access Issues Post-Login

If an end user successfully logs into a workstation but cannot access internet resources or other network services, follow these steps to diagnose and resolve the issue:

• Potential Causes:
  • Lapsed Cyber Awareness Training.
  • Potential USB security violation resulting in network restrictions.
  • Device quarantine due to a detected security threat.
• Troubleshooting Steps:

1. Cyber Awareness Training Verification:

• Contact the Unit Information Assurance Officer (IAO) or Unit Training Manager.
• Request verification of the user's most recent Cyber Awareness training completion date.

• Contact the Unit IAO.
• Request confirmation of whether the user has been placed under network restrictions due to a suspected USB violation.

• Contact the Communications Squadron or your unit Client Systems Technician.
• Request assistance with diagnosing and remediating the potential device quarantine.