There are a few things that will result in a "User not authorized" error message. If you do not have a valid account you will receive the user is not authorized error (See Access Request). Frequently this error message is the result of a spelling mistake or navigating to the wrong site web link. Account issues can also result in this error message. Entering an incorrect EDIPI into a user account is a common issue for new users and will result in a user not authorized error. On rare occasions accounts are disabled due to certifications expiring or other extenuating circumstances. See the steps below to troubleshoot this error.
User not authorized error page example:
Note: If you are troubleshooting this error it is assumed that you have or believe you have a valid ARCS account in at least one ARCS module. If you do not have an account please see our How do I request access to AWCTS? article.
Troubleshooting
1. Verify the URL
There are six ARCS modules and it is important to ensure you are accessing the right one with the correct address:
WTU: https://awcts.csd.disa.mil/wtu
AW2: https://awcts.csd.disa.mil/aw2
OMB: https://awcts.csd.disa.mil/omb
WSFH: https://awcts.csd.disa.mil/wsfh
ADMIN: https://awcts.csd.disa.mil/admin
Soldier: https://awcts.csd.disa.mil/soldier
Once you verify that you have the correct URL and still receive the user not authorized error proceed to step 2.
2. Check CAC and certificates through another EAMS-A website
If the error persists after verifying you have the correct link, there may be a problem with your account or your CAC. Logging in to ALMS can be used to help determine the source of the error.
Log in to ALMS (https://www.lms.army.mil) with your CAC and Pin.
- Cannot log in to ALMS: Getting the "User not found" message from EAMS - the error is related to your CAC or certificates. Contact EAMS-A (Army Enterprise Service Desk) to troubleshoot this issue further.
- Can log in to ALMS: Proceed to step 3.
3. Contact Unit Program Analyst (SRU) or Supervisor
If you can access ALMS, please follow up with your local SRU Program Analyst or Supervisor to review your account information. Common account issues are as follows:
- Incorrect EDIPI
- User "Is Active" is not checked
- User does not have an account
It is very important to ensure that your account information is accurate. Your EDIPI can be found on the back of your CAC and must be entered accurately in order for you to access ARCS. Your account must also be set to "active." If your account is not set to active it could be an oversight or it could mean that your access was revoked.
System access can be revoked for HIPAA violations, expired HIPAA certificate, or missing DD2875 on your account. Please address these items with your local Program Analyst or your supervisor.
4. Submit a Ticket
If your account is in good standing and you still receive the user not authorized error, please send a trouble ticket to the AWCTS Service Desk. Submit a Ticket
Please see the, What should I include in my ticket request? article.
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