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.