Check your Spam folder for the order confirmation email with the download links for the Middleware and Hot Fix Download Links. There is also a separate confirmation email with additional tips and instructions.
Insure you have internet access. Copy and paste the entire link into your browser. Try a different browser. Pay attention to where the downloaded files are being saved on your computer.
Also, make sure you have not downloaded the sofwtare already. It will typically the downloaded file is saved to your “Downloads” folder.
To use your CAC reader:
1. Verify the correct smart card reader driver is installed. The correct drivers can be found on the manufacturers website.
2. Verify you have the correct CAC middleware installed (if needed).
3. Insert your Common Access Card (CAC) into the reader and plug the reader into the computer.
4. Access mil sites per usual.
Please note the main installer is required to be installed first.
To install CAC software (middleware):
For ActivClient (Windows Middleware)-
Step 1: DOWNLOAD
Step 2: SAVE
- When prompted if you would like to open or save the file, click save
- By default, the file will automatically be saved in the computer's "Downloads" folder
- Navigate to the Downloads folder by going to the file explorer (icon looks like a yellow folder)
- Find the folder named "Downloads"
- Once open you will see your download (usually at the top of the list)
- If this method didn't work, press the start button and type "activclient7.2"
Step 3: INSTALL
- Right-click on the folder and either select "Extract Here" or 7-Zip -> "Extract Files"
Did you make sure to extract the zip folder instead of clicking ‘open’?
- In the space titled "Extract to:" specify where you want the extracted files to be saved
- The new folder will be created in the specified location and its icon will no longer have a zipper on the folder
- That is the folder that contains the installer, double click it to open it
- Double click on the installer file (.exe) and you're on your way
*Repeat the above steps for installing the appropriate HOTFIX file (either the 32-bit or 64-bit version)
For Pkard (Mac OS Middleware)-
(this product sends two email receipts)
- Email containing links (use this one for downloading your software)
- Email containing codes (have this one handy for installation procedure)
Step 1: DOWNLOAD
Step 2: SAVE
- Depending on which browser you have set to Default, the file should begin downloading automatically
- By default, the file will automatically be saved in your computer's "Downloads" folder
- Navigate to the Downloads folder by opening Finder and clicking Downloads (usually in the left-hand panel)
- Once open you will see a file named "pkard(some number).dmg"
Step 3: INSTALL
- (Left) Double click on the file to launch it, Mac OS will automatically decompress it
Please reach out to Thursby if you are still having issues with the instllation.
Thursby support: (817) 478-5070 or email@example.com
Make sure you have administrator privileges that allow you to install software. Up-to-date Operating System updates reccomended.
If you are trying to install ActivClient, verify the following:
1. Did you download the main installer or the hotfix link? The main installer is required to be installed first.
2. Did you extract the zip folder before trying to start the installation process?
3. If you are experiencing a rollback error (installation reaches ~75% and then proceeds to "roll back" to 0%), please see below for troubleshooting instructions.
If you are still having issues or experiencing a rollback issue (install fails before finishing and then rolls back) then please continue below:
1. The next troubleshooting effort will be to ensure that the system is up to date will all Microsoft updates and patches. Once that is complete you can try the install again. If that doesn't work you will need to try the following.
2. In the services menu, we will need to start disabling services to determine which service is impacting the installation. The best bet will be to start with the hardware manufacturer services. For example, if the machine is an HP machine we will want to locate all running services that start with HP and stop them. Once that is done try the installation again. If that is not successful audio and WiFi services can be run through the same process. If you isolate the service causing the issue and the installation completes successfully please be sure to start the service again before resuming normal use of the system.
Verify your device can see the smart card reader correctly (Device Manager for Windows and System Prefrences for Mac). You can find the correct driver from the smart card reader manufacturer's website.
Make sure you are putting the card in correctly. The contact chip should be facing up.
If you are still having issues seeing your card or certificates, please contact your command's helpdesk to troubleshoot your card.