FREQUENTLY ASKED QUESTIONS

How do I restore access if I have forgotten my password?

As of 15 Jan 2010, a valid DoD PKI certificate, found on a Common Access Card (CAC) or External Certificate Authority (ECA), is required for full access to the AF Portal. Logging with a portal ID and password will allow users to access the Limited Access Portal page which provides access to LeaveWeb for Andrews, Bolling, Ramstein and Spangdahlem; access to eFinance Workspace, and access to download the CAC middleware for home use.

Some portal users, mainly administrators, are still required to use their portal password in some cases.

If you have forgotten your password, you can still change your password using the Change Password link under the picture placeholder in your portal profile.

You can also request a new password using the online tool located on the password tab of teh AF Portal login page. The tool is directly under the password field and is labeled "Forgot your username and password?". Using the auto-tool is generally quicker than calling the help desk where waiting times can be long if call volume is high.

When you complete the information in the auto-tool, ALL FIELDS ARE REQUIRED. You will be asked to answer your challenge questions. To protect your account security, we will verify this information against our records. You will be able to change your password from this screen if the responses are correct. .

This tool will NOT WORK for four known conditions:

• You have not logged into the AF Portal before
• You are a foreign national and do not have a Social Security number
• You have three successive failed attempts to login and your account is locked
• You have not logged into the AF Portal in 6 months

If any of these conditions apply to you, please contact the helpdesk for assistance.

Why is my new password not working?

Windows might be storing your password. If Microsoft Windows prompted you to check a box to remember the password, this will cause problems when your password changes. It also causes security vulnerabilities. You should not store your password(s) in windows to avoid these problems.

1. Go to the Tools bar on the top of your browser page.
2. Go to Internet Options
3. Click on the Content Tab
4. Click on the AutoComplete Button.
5. Under AutoComplete Settings, make sure that you only have the "Web Addresses" box checked.
6. Click on Clear Passwords and Clear Forms.
7. Click "OK" out of all boxes/screens to return to the Internet Browser.
8. At this time, please open a new Browser, log into the Portal and change your password following the Password rules given to you on the page.

1. Select Tools on your browser
2. Select Internet Options
3. In the GENERAL Tab, Delete Cookies, and Delete Files

How do I register for an AF Portal account?

Personnel must have a Common Access Card (CAC) in order to register for the AF Portal. This is consistent with DoD policy requiring all personnel to have a CAC by April 2004. Personnel who do not have a CAC should follow local procedures of their servicing MPF to obtain a CAC.

After 48 hours from CAC issuance, users can attempt self-registration through the AF Portal at https://www.my.af.mil.by selecting the "Register for a new account with your CAC/ECA certificate" link located under the Membership & Support information heading.

This process can take up to 24 hours for completion. Once your account has been created you will receive an email with log in instructions. If you have received an email advising you that a problem was found, please contact the helpdesk for assistance.

Why can't I access the dropdown menus in "My Profile/Personal Details?"

These fields represent the information that you entered when you first registered for your AF Portal account.

• In order for this to be changed, you must first contact your Content Manager and request to have this deleted or updated from your account.
• Content Managers are the responsible POCs for ensuring this data is accurate. To view the complete list of MAJCOM Content Managers, select the Help link, and click the link for "AF Portal Content Managers List" at the bottom of the second column
• Once these roles have been removed, these fields will be available for you to make changes if, and when, you please.

If you still need assistance, please contact the helpdesk for assistance.

Why do I need an AF Portal account?

Some of the many benefits you will realize by having an AF Portal account are:

• In 2003, the Secretary of Air FOrce and CHief of Staff of the Air Force directed all Airmen to have an AF Portal account.
• A one stop shop for applications like myPay, IT E-Learning, Fitness Management, OLVIMS, SMART, and vMPF
• Fewer passwords to remember
• A Single and Consistent user experience
• Access to Collaboration Tools like Portal Professional Networking, Portal Groups, AFKN Communities of Practice and Defense Connect Online (DCO).

What is the Air Force Portal?

You can think of it as the Air Force's worldwide Intranet. It is available to all users anytime and anywhere an Internet connection is available from .com or .mil connections with a CAC. The AF Portal allows you to quickly find authoritative, relevant data and information, applications and collaboration tools to help you do your job and live your life in the USAF.

Here is a sample of what you can do at the AF Portal: Eliminate numerous passwords. When an application uses reduced sign-on, it accepts the credentials you used to access the AF Portal. The Air Force's goal is for your AF Portal account to enable access to all of your applications.

Your Portal, Your Way.

Customize page content in the PERSONAL SPACE tab so the most used information and applications are right up front.

Get relevant information.

Once your profile is complete, the MY BASE and MY ORG tabs match your location and job.

Gain control with self-service applications.

Take care of business wherever you are, 24 hours-a-day, seven days a week. You will find vMPF, my Pay, AFPC Secure and the Air Force Fitness Management System on the AF Portal. Stop waiting in line, go online!

Connect worldwide, with security and reliability.

Simplify your Internet experience with worldwide 24x7 access from home, work or while deployed with confidence in the latest security and a site that knows you.

Collaborate with Air Force Portal Professional Networking.

Find friends and colleagues, post information on your wall or the walls of your connections. Join one of over 1,000 portal groups

Collaborate with Defense Connect Online (DCO)

Enter DCO to chat with other DCO or AF Portal users. Collaborate real-time in a DCO meeting room

Collaborate with Air Force Knowledge Now (AFKN) (.mil only).

Tap into functional expertise, tools and documents. Make connections to solve common problems, develop skills and share common practices no matter where you are stationed.

Why can't I use other browsers?

Internet Explorer version 8 is the only browser fully supported at this time. If you are running Internet Explorer 9, you may have to select compatibility mode to ensure full portal functionality. Other browser types (e.g. Firefox and Safari) are not fully supported; however, they do function with limited capability when accessing the AF Portal.

What are the AF Portal Software Configuration Requirements?

Please check the following link to verify minimum and recommended software requirements. Ask your Workgroup Manager for assistance verifying your software configuration and/or performing required upgrades.

Why does it take me back to the AF Home Page after a period of inactivity?

The AF Portal times out after a period of inactivity to save server resources. When you click a link, application, or capability AFTER you have reached this threshold inactivity time, you will be taken back to the AF Home Page but do not need to log in again.

Why am I seeing a "Security Alert" dialog box when I connect to the AF Portal?

The reason that you are seeing the "Security Alert" dialog box display is that the DoD Trusted Certificate Chain is not installed on your desktop. If this is a DoD workstation, please contact your Client Support Administrator to update your desktop. More information on this process can be found at http://iase.disa.mil/pki-pke/getting_started.

If this is a Personal Computer with CAC enabled access connecting from the Internet, installation instructions and software can be found here: http://iase.disa.mil/pki-pke/getting_started.

How do I register for an AF portal account?

Personnel must have a Common Access Card (CAC) in order to register for the AF Portal. This is consistent with DoD policy requiring all personnel to have a CAC by April 2004. Personnel who do not have a CAC should follow local procedures of their servicing MPF to obtain a CAC.

After 48 hours from CAC issuance, users can attempt self-registration through the AF Portal at https://www.my.af.mil.by selecting the "Register for a new account with your CAC/ECA certificate" link located under the Membership & Support information heading.

This process can take up to 24 hours for completion. Once your account has been created you will receive an email with log in instructions. If you have received an email advising you that a problem was found, please contact the helpdesk for assistance.

For more information about the account registration process, click here.

Log in with your user name and password before you register a new CAC.

If you have not logged into the AF Portal within the past 60 days with your username and password, you will need to do so prior to registration of a new CAC in order to update your expired password. A valid user name and password are required for CAC registration. Passwords for users logging in without CAC expire every 60 days, per AFMAN 33-223.

Click the "Reset Your Password: on the AF Portal Login Screen at https://www.my.af.mil and follow the directions. If that option fails, please contact the helpdesk for assistance.

Can retirees and dependents register?

Currently, the AF Portal team is focused on delivering capabilities to the military, civil service community and base support contractors.

Due to the CAC restriction on access to the AF Portal effective 15 Jan 2010, there are no current plans to extend portal access to retirees and dependents. AFPC AFPC maintains a web site for Air Force retirees at http://www.retirees.af.mil/. There should not be any content on the Air Force Portal specific to retirees that is not also available on the Air Force public web or other web sites

Can Foreign Affiliates/Nationals register?

The current GCSS guidance regarding AF Portal access for Foreign Affiliates is contained below. The term Foreign Affiliates (FAs) refers to all Local and Foreign Nationals.

All FAs are now assigned a standard 9-digit unique identifier called a Foreign National ID number. FAs can get their ID information from their Civilian Personnel Office (CPO). The new 9 digit unique identifier is alpha/numeric (alpha in the middle two characters). The Field Assistance Branch (FAB) has been directed to have Foreign Affiliates fill out an AF Portal Form 41 with this Foreign National ID number.

Once a valid Form 41 is received, the AF Portal Operations Team will create your account. The Form 41 will still have to be signed by the appropriate approval level. A signature of Security Officer validating a National Agency Check (NAC) and a signature of an AF Military/Civilian sponsor validating need is mandatory.

Where can I find a copy of the AF Portal Form 41?

The AF Portal Form 41 can be accessed at the following link: AF Portal Form 41. Signed copies of this form must be sent by fax or signed email to the Air Force Portal Program Office (DSN 596-1040, Commercial 334-416-1040), at which time the account will be created.

What is the account verification process?

After you have completed registration, the AF Portal will check the AF Directory Services database that includes all AF personnel. If that check fails, there is a secondary database check at the Defense Manpower Data Center (DMDC).

How long does it take to get the registration email?

The e-mail should be sent within minutes, but it may take hours for e-mail systems to pass the message. If you do not receive a response within 24 hours, please check your junk mail folder in your email first and then contact the helpdesk for assistance.

What does it mean when I get the message "SSN # already exists"?

If you attempt to register for an AF Portal account and receive a message stating your SSN# already exists, this means you have already registered for an account. Since your information is already in the system, please attempt to reset your password by selecting the Forgot Username and Password link located on the Password Tab of the AF Portal Log In page.

You will need to login within 24 hours of requesting this temporary password, or you will need to request a new password again. You will be prompted to change your password at login. Please note that on the Change Your Password screen, the "Old" password will be the one that was just emailed to you and the "New" password will be one that you will create at that time. You will need to enter the "New" password 2 times for access.

The email said I couldn't self-register, what's next?

If you are able to obtain a CAC Card, ensure it is a valid DoD CAC Card. If your CAC is valid, or you are unable to obtain a CAC, and you still cannot self-register, fill out a Form 41. Ensure all 3 parts are filled out correct per the instructions on the Form or we will be unable to process your registration request.

How is my SSN information protected?

SSN is being utilized at the direction of the AF Chief Information Officer (CIO). System security and data protection is of the highest concern for the AF Portal--to ensure protection of privacy data such as SSNs, and also the combat support information being used for ongoing operational missions. Please know the on-line registration data is encrypted and securely transmitted via Secure Socket Layer (SSL), stays within the AF Portal environment, and is physically protected within the DISA Enterprise Computing Center at Maxwell AFB-Gunter Annex. The AF Information Warfare Center has performed onsite and remote validations several times to ensure the security and configuration of the system and the data protected within it. The AF Portal uses the SSAN as the unique identifier to verify your identity for authenticating and authorizing the creation of an account.

How do I retrieve my password and username?

Click the "Reset Your Password" on the AF Portal Login Screen at https://www.my.af.mil and follow the directions. If that option fails, please contact the helpdesk for assistance.

You will need to login within 24 hours of requesting this temporary password, or you will need to request a new password again. You will be prompted to change your password at login. Please note that on the Change Your Password screen, the "Old" password will be the one that was just emailed to you and the "New" password will be one that you will create at that time. You will need to enter the "New" password 2 times for access.

Why does Microsoft Internet Explorer v7 (IE7) display an error message when accessing the AF portal?

IE7's default security settings do not recognize the DoD certification chain; therefore, users must import the certificate to remedy the issue. Click here for instructions on importing the certificate.

What does it mean when I get a "Gateway Default Error?"

User's will receive a "gateway default error" when trying to use a bad URL to login to the AF Portal. The correct URL is https://www.my.af.mil. The error also gives the user the following option:

"To return to the Air Force Portal: please click here "

Once the user clicks on the above link, the user's AF Home Page will open up.

This error condition results from a multitude of conditions. If you are looking a specific piece of content, please try refreshing the page. If you still cannot access the content you seek, please attempt the two fixes below before contacting your Content Manager.

Please follow these instructions, before logging back into your Portal account:

1. Go to 'TOOLS' Menu, in Internet Explorer
2. Select 'INTERNET OPTIONS'
3. From the 'GENERAL' tab, Select 'Delete Cookies' (hit 'OK'), next Delete Files' (hit 'OK'), and finally 'Clear History' (hit 'YES') (in the 'Temporary Internet Files' section)

1. Go to 'TOOLS' Menu, in Internet Explorer
2. Select 'INTERNET OPTIONS'
3. From the 'CONTENT' tab, Select the 'AUTOCOMPLETE' button (in the 'Personal Information' section)
4. Make sure that the only box checked is 'Web addresses' and Uncheck all other boxes (starting at the bottom of the list)
5. Select both the 'CLEAR FORMS' and 'CLEAR PASSWORDS' button, and hit 'OK' to each
6. Select 'OK' to exit
7. Close/Exit all internet web browsers, and open a new web browser
8. In the Address field of your web browser, type this URL (https://www.my.af.mil) and add it to your Favorites
9. Log back into your AF Portal account

What does it mean when I get an "Invalid Authentication Information Error?"

This error occurs when you have entered a "new" password that does not follow the rules for a good Portal password.

Please ensure that all passwords follow these rules:

1. Be at least 15 characters in length
2. Must not repeat more than 1 of the same characters in a row
3. Must not contain more than 2 sequential alphabetic or numeric charters, e.g. "abc" or "123"
4. Contain at least two uppercase letters
5. Contain at least two lowercase letters
6. Contain at least two numeric characters
7. Contain at least two special characters, except ? ("Special Characters" are located above the numbers on your keyboard)
8. Cannot reuse any of the last ten passwords (they are stored in memory)
9. Passwords are only good for 60 days

What is Air Force Instant Messenger (AFIM)?

The Air Force Instant Messaging (AFIM) service was terminated on 3 Jan 2012.

The replacement capability is Defense Connect Online (DCO) Chat.

How do I access DCO Chat?

A DCO account is required to access DCO chat. You can register for an account at https://www.dco.dod.mil

There are two ways to access DCO chat - thick client or web-based chat.

The DCO chat thick client is part of the Air Force standard desktop. On Windows 7 computers, use "DoD XMPP Desktop Client". On Windows Vista machines, use "JabberMomentIM".

You can also install the thick client on a home computer. Look for the "Instant Messaging" block on the far left of the DCO site after logging in to download the chat client.

The XMPP web client is available on the far left of the DCO site under "Instant Messaging" after logging in.

What is the "Email" link in the top right corner?

This email link gives you the ability to access your base's Webmail. Just populate the proper webmail URL under "My Profile" and edit your Contact Information and Service Information. Many bases have one or two webmail addresses prepopulated that you can select. Learn more about the email link here.

Where does the email address in your Profile come from?

The email address in your Profile is the email address that you entered upon registering for an AF Portal Account. You need to update this address in the Service Information section in your Profile when you deploy, PCS, etc.

How do I know what new capabilities are being added to the AF Portal?

We announce capabilities via the following avenues:

• The Log In Page
• The "What's New Section" on the top right of each page
• The Portal News section on the AF Home Tab
• Base newspaper articles, AF News/AF Link articles, and other AF press releases depending on the capability of the release

Where is my application?

Look at the "Application" section under the "Air Force A-Z" index found on the right hand navigation of any AF Portal Page. Application POCs for questions or access issues will be identified on the Application A-Z entry when available. Additionally, users can search for the application using the AF Portal search function in the top of the right hand portal navigation menu. If the application is not found, contact the Application Owner or the appropriate Content Manager.

How can I find base information?

The base index is located on the right navigation bar under the header of Air Force A-Z. Upon clicking the bases link you will be taken to an Air Force Base listing directory.

Why don't all bases have web pages available on the AF Portal?

Content is constantly being loaded to include all bases. Content Managers are the responsible POCs for ensuring this data is timely and accurate.

How do I add my bookmarked favorites to Web Favorites?

This feature allows your "Favorites" to travel with you - whether you PCS or just TDY. No longer will need to write down (or export) all of your favorite links. Your favorites will always be there for you. The link for "Web Favorites" is located on the right hand side of any page. To add your favorites into the AF Portal click the Web Favorites link in the right hand navigation bar, click the Import Favorites button on the top bar and follow the accompanying instructions.

What is a Content Manager?

Content Managers (CMs) oversee an organization's content publishing efforts on the portal. CMs work and collaborate with content publishers and owners to ensure their information on the portal is current, accurate and in compliance with the applicable Air Force Instructions (AFIs) and AF Portal Publishing guidelines. Responsibilities include publishing content, edit and or approving content, deleting content, the processes surrounding the approval and quality assurance of content. CMs serve as your main point of contact for your organization to the AF Portal.

Who is my Content Manager?

To view the complete list of MAJCOM Content Managers, select the Help link, and click the link for "AF Portal Content Managers List" at the bottom of the second column.

Why am I unable to locate a user in the Air Force Portal White Pages?

The AF Portal provides the interface to the Air Force Directory Services (AFDS) White Pages Directory. The validity and accuracy of the data provided is only as good as the latest update from the AFDS Program Office and the Global Address List (GAL). Some Air Force members assigned at a location other than an Air Force Base may not appear in the White Pages. Contact your local help desk to update your information as needed. You can also attempt to find portal users with the People Finder function available in your personal space.

Why can't I get the Search results I expect?

The AF Portal Search feature provides the means for Basic and Advanced searching. Searches can take place against information on the AF Portal Only or all .mil sites. To ensure your search results match your expectations you will need to narrow your search criteria via the AF Portal Advanced Search capability.

How do I customize/personalize my AF Portal account?

The Personal Space / Workspace area of the AF Portal allow you to select the content, the presentation, and the functionality of the portal according to your individual needs. You have a Primary Workspace and you can create other workspaces as needed. You can add applications, feeds, and widgets by clicking on the "Add Content" link in the far right of the gray navigation bar within each of these areas. For more information regarding customization, please see the Help link in the top right hand corner of the AF Portal.

Why didn't my customization changes save?

It is imperative to click the Save Page Settings on the left hand navigation bar after you have completed personalizing the My Workspace and My Work content areas.

What are roles?

Roles are a set of permissions which are granted to AF Portal users based upon a need to know basis - roles allow AF Portal users to see content they need to do their job.

Who do I contact to add roles I need?

The individual application managers distribute roles allowing access to systems.

Please check the Applications A-Z index after you login to obtain the correct point of contact. The Applications A-Z index is found on the right navigation after login. Mission applications owners contact information is available for nearly every application.

If you need further assistance, please contact the helpdesk for assistance.

Why can't I access the dropdown menus in "My Profile/Personal Details?"

These fields represent the information that you entered when you first registered for your AF Portal account. In order for this to be changed, you must first contact your Content Manager and request to have this deleted or updated from your account.

Content Managers are the responsible POCs for ensuring this data is accurate. The list of Content Managers and contact information can be accessed from the Library Tab under the AF Portal Documentation section for users who have logged into the system. Once these roles have been removed, these fields will be available for you to make changes if, and when, you please.

If you still need assistance, please contact the helpdesk for assistance.

What AEF am I?

Ask your supervisor or unit deployment manager (UDM). Not all users are assigned to an AEF.

What if I don't find my MAJCOM/FOA/DRU or Base/Location?

Content structures are frequently being loaded to include all MAJCOM/FOA/DRU or Base/Locations. Content Managers are the responsible POCs for ensuring this data is accurate.

I changed my name, how do I update my portal ID?

There are two answers to this question. If you have not heavily personalized your Personal Space and workspaces, to include Portal Professional Networking connections, you can change your portal ID by deleting your account and then re-registering. To delete your account, you will need to contact the helpdesk for assistance. If you have heavily personalized your Personal Space and workspaces, the help desk can transfer the customization from your old account to a new account with your correct name. Management tool. Stay tuned for details.

Where can I find AF Portal Tutorials and Training Materials?

You can find Air Force Portal guides by clicking on the help link. The guides are located in the third column under "Front and Center". The help landing page also has short videos describing how to update your portal profile, set up your personal space and connect to other users through professional networking. Look in the far left column for Personal Space / Profile / Networking.

Who is my Content Manager?

To view the complete list of MAJCOM Content Managers, select the Help link, and click the link for "AF Portal Content Managers List" at the bottom of the second column.

How do I contact the Help Desk?

If you have account maintenance issues (forgotten portal ID and password), please utilize the "Forgot Username and Password"tool. This tool is located on the https://www.my.af.milAF Portal login page on the password tab. If you need further assistance, please contact the helpdesk.

How long does it take the Help Desk to answer calls and return emails?

Factors affecting the time it takes the Help Desk to answer calls include time of day, call volume, and the type of questions being asked. Responses to email or issues submitted with the oline form generally take 1-3 business days. We recommend looking over the FAQs for information on common user issues.