Help - "Unable to find your CAC/PIV info in our directory" Error
Issue
When logging in to NOAA SSO using your CAC, you receive the following error.
Cause
This error is typically caused by the email address on your CAC not matching your NOAA email address or you don't have the Encryption certificate on your CAC. Please verify this by using the verification steps below.
Verify
Step 1: Open ActivClient Agent
Step 2: Open the Encryption Certificate. If there is no Encryption certificate, please skip to the Resolution section at the bottom of the page.
Step 3: Verify the Email Address in the Subject Alternative Name Field matches your NOAA Email Exactly
Resolution
If the Email is incorrect on your CAC:
- Recommended Solution
- Make an appointment with a RAPIDS to update the email address on your CAC to match your NOAA email address.
- NOAA Self-Registration Solution
- See the ICAM Self-Registration guide to associate your CAC with your ICAM account. This requires your manager in ICAM to approve your request.
If there is no Encryption certificate on your CAC:
- Make an appointment with a RAPIDS to add the encryption certificate to your CAC.
- Note: Please make sure the administrator at the RAPIDS confirm your NOAA email address on your CAC.
Workaround
Many applications permit users to sign in using their NOAA email username and password. If the application you are attempting to sign into supports this, you will be able to click cancel when you are prompted for a certificate and receive the username and password prompt. Note: You may need to restart the browser to clear any broken CAC login attempts.