DEPARTMENT OF DEFENSE
(DoD) ENTERPRISE EMAIL
INFORMATION PAGE
Email address and storage provided by: Defense Information
Systems Agency (DISA) |
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Enterprise Webmail link:
Only YOU can update your information in the DISA Global Address List Information from DISA regarding EEmail
All Army AKO users who have a CAC will be migrated to DISA's Enterprise Email and will no longer be able to access their email via username / password. DISA mail uses Microsoft Exchange and requires 100% CAC use from the https://web.mail.mil Outlook Web App site.
Accessing Outlook Web App (OWA) requires the steps below and an email account already created
  Mac
Users - Some of the information below will not work for you.
Start here for your specific requirements.
Problem 1: How can I check my DoD Enterprise Email other than OWA when I'm not in the office?
INFORMATION: The DoD Enterprise Email does NOT have the ability to be accessed using Outlook or other email program on a computer that is not on the .mil or .gov network. This means, it cannot be set it up on our personal computer using Outlook like we have done in the past with AKO or the Mail.mil predecessor Advanced Technologies Email.
Solution 1-1: Yes, you can forward it to another .mil or .gov email address. Here is a guide created by the EE office: https://ee.csd.disa.mil (CAC required), Select the Forwarding from DoD EE (button). We will only have one email address for work and home. There will be no more separation. (for all mail.mil users)
Solution 1-2: Yes, use your government owned BlackBerry (Only for Business Class users)
Solution 1-3: Yes, bring your government computer with you (Only for Business Class users)
Solution 1-4: If your organization uses Citrix, you may be able to use it to login with your CAC enabled home computer and access your Outlook via the Citrix client. (Only for Business Class users)
Solution 1-5: You can check your email via an iPhone or iPad using OWA. The ability to digitally encrypt is not possible as Microsoft has this capability locked into Internet Explorer (32 bit) with S/MIME installed. (for all mail.mil users)
Problem 2: You receive the following error message when attempting to access https://web.mail.mil
Solution 2: Your Enterprise Email account is not yet created. Check back with your organization to find out the approximate date it will be created.
Problem 3: Your Email account has been moved to Enterprise Email and your information is incorrect in the Global Address List (GAL).
Solution 3-1: Picture guide, created for US Army Reserve Soldiers, but will work for everyone
Solution 3-2: To update your profile, visit the Defense Manpower Data Center (DMDC) MILConnect page (https://www.dmdc.osd.mil/milconnect). Click Sign In (Red button) (on the Right side of the screen) Select OK Select the CAC (tab), then Login Select either of your CAC certificates, OK, Enter your PIN, OK
Click the My Profile (tab)->Select Update and View My Profile.
There are two sub tabs located approximately 3/4" below the My Profile tab: (IF you don't see the sub tabs look here for a solution, problem 20) -Personal Information (tab) -> Update snail mail address, email addresses, and phone numbers for you and your family.
The following tab usually has a dark gray color as the background with white letters.
-MIL / CIV / CTR (tab) (based on your duty type)-> Update your unit of assignment and address. NOTE: The field titled: Duty Installation/Location is the field that finds the nearest DISA DECC (Defense Enterprise Computing Center) to your duty station. NOTE2: All Army Reserve personnel are required to select: US Army Reserve Center Changes are said to take 4 - 24 hours to show up in the DISA GAL.
If you have a SIPRNet E-mail address, please add it to the MIL / CIV / CTR (tab) as this is how your SIPR Enterprise Email will be created.
-Instruction guide on how to use the above website. https://ee.csd.disa.mil (CAC required) Select the Update Your GAL Attributes button. -Another Instruction guide: http://www.disa.mil/~/media/Files/DISA/Services/Enterprise-Services/MilConnectTTP.pdf
Solution 3-3: If your rank is wrong (e.g.. 1SG / MSG, SP4 / CPL / SPC, or SGM / CSM), you will have to visit an ID card office to get it corrected. Since these ranks are of the same pay grade, DEERS does not update automatically.
Problem 4: Receive "HTTP/1.1 503 Service Unavailable" when attempting to access your email via OWA.
Information: This is caused when the Exchange server is down, or having problems.
Solution 4: Try accessing your email at a later time
Problem 5: How do I add my PIV cert to my CAC, so, I
can access my email? DISA has classified me as a "Dual Persona"
individual. (Dual Persona is an Army Reserve [or Guard]
Soldier who is also a DoD civilian [or
contractor] who is authorized to carry two CACs). We are finding
that people who were previously a contractor [or civilian] during the past
three years [even if you left the job a year ago] are still classified
this way.
Solution 5-1 Windows 7, Vista, & XP users with ActivClient 6.2.0.x & Java 6-35: Go to: https://www.dmdc.osd.mil/self_service, then follow this guide: https://www.dmdc.osd.mil/self_service/help/CAC_-_Activating_a_PIV_Authentication_Certificate.htm Note: Some of the screens may look different, since DMDC has modified their webpage. NOTE: If you have problems while on the Self Service site, contact their help desk.
Some items NOT mentioned in the guide above: --You cannot have the same email address on both cards. So, you'll need to change one of your CACs. Recommendation is to keep your AKO on your Military CAC. Here's how to change your email address on your CAC. This also works if there is no email address on your CAC. --Your system needs to be all 32 bit or all 64 bit, which means:
64 bit Windows 7, Vista or XP (will NOT work with Windows 7 built in Smart Card utility or with Windows 8) 64 bit ActivClient 6.2.0.168 (or above) 64 bit Internet Explorer (Start, All Programs, Internet Explorer (64-bit)) 64 bit Java 6-35 (Uninstall Java 7, restart computer, then install this older version)
32 bit Windows 7, Vista or XP (will NOT work with Windows 7 built in Smart Card utility or with Windows 8) 32 bit ActivClient
6.2.0.168 (or above) 32 bit Java 6-35 (Uninstall Java 7, restart computer, then install this older version)
Once your PIV is activated, click Forget State for All Cards (twice), then Make Certificates available to Windows. Here's how: Double click ActivClient (icon down by your clock in the lower right corner of your computer screen), Click Tools, Advanced, Forget State for all cards (ActivClient 6.2.0.x), Reset Optimization Cache (ActivClient 7.0.x.x). Once you've done this, click on Make Certificates available to Windows (ActivClient 6.2.0.x), remove, then reinsert CAC (ActivClient 7.0.x.x). You "should" now see 4 certificates. If not, repeat the Forget State for all cards again, and Make Certificates available to Windows again.
Non-Solution 5-1a Windows 8 users: I have found no way for you to activate your PIV using Windows 8. This means you will need to find a Windows 7, Vista, or XP computer and follow Solution 5-1 above.
Solution 5-2: DMDCs Self Service website has not been working for PIV activations for approximately 95-99% of the users trying to activate their PIV authentication certificate. This is affecting every person who has the dual persona roles. You can configure ActivClient to expose your PIV cert on your computer (Windows 7, Vista, or XP with ActivClient 6.2.0.x installed). This will have to be done on every computer you need to access your mail.mil email on. This solution negates the issue with DMDCs Self Service website to expose your certificate. . Here's how to expose your PIV cert via ActivClient using Windows 7, Vista, or XP (if you use WAWF, DO NOT do this, you must activate your PIV above): You must have ActivClient 6.2.0.x installed and then update it to the latest version. [You can ignore the need for restart here] After you have installed the latest update, open ActivClient, Click Tools, Advanced, Configuration (requires elevated access on Government systems), scroll down [and click on] Smart Card, click line titled: Prefer GSC-IS over PIV EndPoint... change the Yes to a No. You will be prompted to restart the computer. After the restart every time you go to https://web.mail.mil, you'll have to select the certificate that says PIV, (NOT the Email certificate). Government computer users will need to also select the 10 digit certificate to login to the computer, and 16 digit to check your email.
WAWF
(Wide Area Work Flow) users, please take note:
Recently the Wide Area Workflow
website updated and is moving to CAC/certificate only logon.
If a Dual-Persona user has the ActivClient setting changed, the WAWF
website will not correctly read their DoD x.509 certificate (They
will receive a 'No Certificates Found!' message).
Problem 6: Problems with mail.mil when using 64 bit AGM and 32 bit Office 2007
Solution 6: Follow guidance in this PDF.
Problem 7: I Can't view Encrypted emails in OWA
Solution 7: Make sure you have installed the S/MIME controlNOTE: This will only work with Internet Explorer (32 bit), NOT the 64 bit version (or on a Mac) Here's how: Click Options, See All options..., Settings, S/MIME, click on Install the S/MIME control
Problem 8: How do I get support for my Enterprise Email account?
Solution 8-1 (when at Home or Work): Contact the Army Enterprise Service Desk at: 866-335-2769, Option 3 (Changed on 30 April 2013)
Solution 8-1a (Army Reserve): Contact the Help desk at: 855-55-USARC, or [from your Army Reserve computer] go to: https://esahelp
Solution 8-2: Contact the Army & NETCOM
CAC/PKI Help desk at: 866-738-3222, (DSN: 312-879-8133) or Email:
army.cacpki.helpdesk@mail.mil
Solution 8-3:
Contact DISAs Help desk at:
800-447-2457,
614-692-3136, (DSN: 312-850-3136) or Email:
NCES@csd.disa.mil
Problem 9: How do I turn off conversation view in web.mail.mil?. Solution 9: Follow these instructions:
Click View, then uncheck Use Conversations
Problem 10:
Receiving the following error message when trying to
use OWA on Windows 7 (both 32 & 64bit): "A
digital ID that allows you to sign this message is missing."
Solution 10-1:
Add your OWA link to your Trusted
Sites (this may be needed for Internet Explorer 9 users, but not usually
necessary)
Here's How:
Solution 10-2: Install the S/MIME from the options section in your OWA client (see Solution 7-1 above). If you have problems installing the S/MIME check to make sure that "Do not save encrypted pages to disk" is unchecked under Tools, Advanced (tab). NOTE: This will only work with Internet Explorer (32 bit), NOT the 64 bit version (or on a Mac)
Problem 11: How can I find out how much mailbox space I'm using in OWA?
Solution 11: Hold your mouse over the root (your name) of your mailbox folder. NOTE: You may need to click it
Problem 11a: How can I increase my email storage capacity? AKO gave me 1024 MB and DISA is only giving me 512 MB.
Solution 11a: See this information regarding email storage space
Problem 12: Receive message: "This message can't be decrypted. If you have a smart card-based digital ID, insert the card and try to open the message again" when using OWA
Solution 12: Make sure the email address that is listed on your CAC is also in your Exchange profile. NOTE: This is why Army users have AKO email address on our CAC, and that our AKO email address is also listed as an alias in our Exchange profile.
Problem 13: I have PCSd to a new installation / location. How do I update my information in the Mail.mil Global Address List? NOTE, when you change your Installation, this will silently move your mail.mil account to a closer DECC (Defense Enterprise Computing Center) to your new duty station. You can see a list of them here.
Solution 13: Look at Solution 3-1 above
Problem 14: How do I configure my DoD Enterprise Email when at my Government computer using Outlook?
Solution 14: Follow this guide
Problem 15: You can get to https://web.mail.mil with your CAC and PIN and the IE tab indicates you're an email user. The next screen shows your actual mail server https://web-XXXX.mail.mil/owa however, this link only timeouts. It also times out if you go straight to it.
Solution 15: Add *.mail.mil to your trusted sites Here's how: Open Internet Explorer, Click Tools, Internet Options, Security (tab), Trusted Sites (green checkmark), Sites (button), type *.mail.mil in the Add this website to the zone: box and hit the Add (button)
Problem 16: I've received notification of your Transfer to Enterprise Email from AKO, how can I save all of my emails from AKO?
Information: Visit this AKO page for the latest information regarding this event. FAQs
Solution 16: Follow NETCOM's TTP on the Manual Exporting of AKO Email Data to Enterprise Email. the file is located on AKO and in Word format.
Problem 17: I'm retiring in the next few months, is there any waiver request I can do to NOT be migrated to mail.mil?
Solution 17: Yes, visit the AKO to Mail.mil transition page https://www.us.army.mil/suite/page/EnterpriseEmailTransition for information on this question to request a waiver.
Problem 18: I do not own a computer, or I use a local library to check my AKO email. I don't have a CAC reader. What can I do?
Solution 18: Visit the AKO to Mail.mil transition page https://www.us.army.mil/suite/page/EnterpriseEmailTransition for information on this question to request a waiver.
Problem
19: I live in Korea (or another foreign country) and am
unable to access Mail.mil from my home computer. What can I do?
Solution 19: Visit this AKO page
https://www.us.army.mil/suite/page/EnterpriseEmailTransition
for information on this question to request a waiver.
Problem
20: You are trying to update
MilConnect
[are married to another Soldier] and cannot get your information to show
up as you being the Sponsor. It may bring you up as a family
member.
Solution 20: On the Sign-in page, click the
CAC (tab), then Manage Account, NOT the Logon button. Click
Select
Sponsor, then select your own name from the drop-down menu. Hit
Save. On the next screen, click the continue to MilConnect
website (button). You can now login as yourself and update the
MilConnect website.
Problem
21: Now that I'm on DoD Enterprise Email, how do I get all of
my email that is currently in AKO account before I lose it?
Solution 21-1: Set up Outlook
on your personal computer and set up AKO
via IMAP.
Create a PST and move the email to the PST.
Solution 21-2: Forward each of them individually
to your new mail.mil email address.
Problem
22: I can't access my web.mail.mil email server, is the website
down?
Solution 22: Visit:
https://status.mail.mil (use your Email or PIV cert) you may be able
to find out information about the status of your
DECC.
Problem
23: Why am I being prompted for my PIN constantly when using
Windows 8 built in smart card utility, or with ActivClient 7.0.1.x and
7.0.2.x?
Solution 23: Windows 8 built in smart card
utility [and ActivClient 7.0.1.x / 7.0.2.x] do not have the option to cache your PIN (like ActivClient
6.2.x.x). DISA (Enterprise Email) wants to ask you constantly for
your PIN. The only solution I've found is for you to install CSSi,
or Coolkey (However, the Navy OWA will still prompt with Coolkey
installed). Find information about these two programs on the
Windows 8 support page. Item #2
Problem
24: How do I move my contacts from AKO to mail.mil?
Solution 24: Follow this
guide to see
how to export your contacts into a .csv
file, you can only import via Outlook. The ability
does not exist
to import contacts using
OWA 2010 (which is what mail.mil uses). This option
will become
available in the future with the
rollout of Office 365 (OWA 2013).
Find the below link by clicking Options, See All
Options..., It will show up in the right side of the screen.
Problem
25: Firefox refuses to cooperate with Mail.mil
Solution 25:
Follow installation guidance on Firefox page.
I personally followed #1, #2, & #3.
Problem
26: See "The ActiveX control needs to be enabled in
Internet Explorer for Outlook Web App to work correctly. Click
here to sign out, enable the ActiveX
control, and then sign in to Outlook Web App.
Solution 26:
Follow this
guide,
specifically slide 20. Unless you've never gone through the
guide before, then go through the entire guide.
Problem
27: See: "Your S/MIME control is out of date."
Solution 27:
Follow Solution 7 above (Since
the instructions they give you here are missing a step.
NOTE: This will only work with Internet
Explorer (32 bit), NOT the 64 bit version (or on a Mac)
Problem
28: Receive "Error Code: 500 Internal
Server Error. The server denied the specified Uniform Resource
Locator (URL). Contact the server administrator."
Solution 28:
Follow this information
Problem
29: New button does not work to create a New email
(on Windows 8)
Solution 29: The problem is incompatible
Browser Mode and Document Mode. In order for IE10 in Windows 8
to work with the EE-OWA, the Browser Mode can be any from IE10
(regular or Compatibility Mode) to IE7 and the Document Mode MUST
(not yelling, Brother) be IE8 Standards or higher (e.g. IE9
Standards). Not to insult your intelligence but you access
that Menu by pressing F12. A small window will open at the
bottom of the browser. The options are to the right of the
Menu Bar on that small window.
Question: What exactly is "Dual Persona?"
Answer: The easiest way to explain is to give you an example: an Army Reserve [or Guard] Soldier who is also a DoD civilian [or contractor] who is authorized to have / carry / use two separate CACs. We are finding that people who were previously a contractor [or civilian] during the past three years [even if they left the job a year ago] are still classified as a Dual Persona in the eyes of DMDC and DISA.
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Last Update or Review: Wednesday, 22 May 2013 19:55 hrs
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