Security Management Group Frequently Asked Questions

PIV Card - Computer access

How do I access the computer if I lose or do not currently have a badge?

For the first day you will need to contact the help desk and be placed on the exemption list. If you are anticipating being without a PIV badge on a long-term basis you will need to contact your CAA to be placed on the long-term exemption list.

What does "The system cannot log you on. Your credentials cannot be verified" error mean?

This error can be caused when the computer does not have enough information to determine the status of the PIV authentication certificate. Contact the IT service desk at 410-786-2580 to resolve this issue.

What does the "Smart Card is blocked" error mean?

Your PIV card only gives you a limited number of attempts when it asks for your PIN number. If you exceed the maximum number of tries, the card will lock you out and you will receive the "Smart Card is blocked" message. You will need to schedule an appointment with the badging office to reset your PIN, either by sending an email to badging@cms.hhs.gov or call the Badging help desk at 410-786-1605.

If you are located outside the Baltimore/DC area, you may reach out to your Component's Executive Officer or contact one of the Regional Credentialing Team members for assistance.  The Regional Credentialing Team consists of Katie Serio (Katie.Serio@cms.hhs.gov) or Patric Gegor (Patric.Gegor1@cms.hhs.gov).

What does the "Card was not recognized" error mean?

The card reader could not read the information from your PIV card. Try removing your card from the reader and re-insert it. If that does not work, try a different card reader. Otherwise, schedule an appointment with the badging office to resolve the issue. If the other card reader does work you will need to call the IT helpdesk at 410-786-2580 and request and external card reader.

To schedule an appointment with the badging office, send an email to badging@cms.hhs.gov or by calling the Badging Helpdesk at 410-786-1605.

If you are located outside the Baltimore/DC area, you may reach out to your Component's Executive Officer or contact one of the Regional Credentialing Team members for assistance.  The Regional Credentialing Team consists of Katie Serio (Katie.Serio@cms.hhs.gov) or Patric Gegor (Patric.Gegor1@cms.hhs.gov).

I am a contractor, can I use the PIV badge in my company-issued computer?

Yes, if your company-issued computer has a PIV card reader you are able to access some CMS systems via the CMS VPN.

Please contact the IT Helpdesk at 410-786-2580 for Contractor VPN assistance.

How do I verify my time in ITAS without a PIV card?

Your timekeeper should be able to verify your time until you receive your PIV card.

PIV Card - Other

What are the Badging Office Hours of Operation?

Due to COVID-19, our hours are Tuesday's and Thursday's 8:30am - 12:30pm and Wednesday's 12:30pm - 4:00pm by appointment only.  This is subject to change.

What identification documents (IDs) are acceptable?

Acceptable forms of Identification are located on page 9 of the I-9 form (PDF). You may present one selection from list A, or a combination of one selection from list B and one selection from list C.

Is a photocopy of my identification document acceptable for identity proofing purposes?

No; the Badging Office will need to see original copies. We also cannot take any birth certificates, Social Security card, Voters registration card or marriage certificate that has been laminated.

If I lose my badge what do I need to do?

For CMS Employees:

First, please e-mail Badging@cms.hhs.gov to notify Division of Credentialing Operations (DCO).

Second, you will need to fill out the first page of the HHS-745 (PDF) form and get your Executive Officer to fill out the Sponsor section on the second page.

Email the completed form to badging@cms.hhs.gov, or drop it off the form at the badging office. (SL-17-06)

An appointment will be arranged online, over the phone, or in person.

Present one authorized form of photo ID at the scheduled appointment and a new PIV Card will be issued.

For CMS Contractors:

Please email the CMS Badging Office at badging@cms.hhs.gov to notify the Division of Credentialing Operations (DCO).  Second, you will need to visit the EUA Front-End Interface (EFI) website and select the lost/stolen option when filling out the EFI application.  Once completed, DCO will reach out to you via email regarding a PIV issuance appointment.

How do I know when my PIV badge has arrived?

You will receive a personal e-mail from staff in the CMS Badging Office email address Badging@cms.hhs.gov, or HHSIdentity email address Schedulerbounce@hhs.gov notifying you of your PIV issuance appointment.

How Long is the PIV PIN?  When did I receive it?

Your pin is 6, 7, or 8 digits;  it was created when you first received the PIV card and never expires.

Can  I update my certificates remotely?

If you use a CMS issued computer or have access to the CMS Network via VPN, you can update your PIV certificates remotely provided that your certificates have not already expired and you know your current PIN. Make sure you are on CMS network (or connected through VPN) and using Internet Explorer, navigate to https://dcm.scms.hhs.gov/aims/enterprise/user. Select the "Launch My Digital ID Card" link and follow the instructions. NOTE: If your certificates have expired or you have forgotten your PIN, you will need to visit a badging office to have them updated.

Do I ever have to reset my PIN?

In case you forget your pin number, or enter the pin incorrectly multiple times and receive a "Blocked" error, you will need to come into a HHS badging office to reset the pin.  

What does the "Smart Card has expired" error mean?

Your PIV card has expired.  The expiration of the PIV card is located on the front of your PIV card.

What is the process for a name change?

Please fill out a HHS-745 (PDF) form with your updated name, along with two scanned forms of identification reflecting the new name (one must be a photo I.D.).  Please send this to Badging@cms.hhs.gov.  Please bring the original forms of I.D.'s with you to your appointment.

Can I rip the shield out of my badge holder?

No. It protects the PIV card from someone else obtaining information off of the badge and is a FIPS-201 requirement.

Where do I go to receive a new lanyard, reel (pulley item) or badge holder?

For employees located near the Baltimore Office, you may stop by SL-17-06 where we can provide you with a replacement.

For employees located near a Regional Office, you may contact your local Program Support Center (PSC) Badging Office for a replacement.  

If you are not located near a badging office, please email badging@cms.hhs.gov.

Where can I find the CMS Badging Customer Survey?

The CMS Badging Customer Survey can be located at:  https://share.cms.gov/office/OSSO/SMG/DCSS/Lists/CSS/NewForm.aspx?Source=https%3A%2F%2Fshare%2Ecms%2Egov%2Foffice%2FOSSO%2FSMG%2FDCSS%2FLists%2FCSS%2Foverview%2Easpx.

PIV Card - Security Certificates

What are security certificates?

The certificates on your PIV card identify who you are for access to CMS systems

How do I erase my old certificates from my computer? 

Make sure your connected directly to the CMS network or using VPN to connect.

To clear your certificates:

1. Go into Internet Explorer
2. Click on TOOLS on the toolbar
3. Click on INTERNET OPTIONS on the dropdown menu
4. Click on the Content Tab
5. Click on CERTIFICATES in the top middle of the box. This will take you to the personal certificate tab
6. The first certificate will be highlighted in the box.  Scroll down to the bottom of the list, hold your SHIFT key down on the keyboard, and left click on the last certificate in the list.
7. Click REMOVE underneath the list of certificates.
8. A notification will pop up asking if you are sure you want to delete
9. Click YES
10. Restart your computer or laptop and remove the PIV card.
11. Insert the PIV card back into the device and log back into the CMS network.

Note:  Please allow 5 minutes before logging into any CMS web-based program.

If you are updating your certificates remotely: 

1. please clear your certificates, then restart your computer. 
2. Upon restart, please connect via the Start Before Login (SBL) icon, the picture of two monitors on the bottom right of the login window where you enter your PIN, to launch Cisco AnyConnect prior to logging into windows. 
3. Enter your PIN number, then log into Windows as normal.

If you encounter any issues during or after the removal of old certificates, please call the CMS IT Service Desk at 410-786-2580 or toll free at 800-562-1963.

How often do my security certificates expire?

For CMS employees, PIV certificates expire 3 years after the issue date. Contractor PIV certificates are valid for one year. NOTE: The expiration date printed on the front of your credential is unrelated to your certificate expiration date.

What does the Certificate validation failure" error mean?

This error can be caused when the computer does not have enough information to determine the status of the PIV authentication certificate. Contact the IT service desk at 410-786-2580 to resolve this issue.

What does the "No valid certificate available for authentication" error mean?

This means that the computer could not find the authentication certificate on your PIV card. Try removing your card from the reader and re-insert it. If that does not work, try a different card reader. Otherwise, schedule an appointment with the badging office to resolve the issue.

To schedule an appointment with a Badging office, please email badging@cms.hhs.gov or by calling our Badging Helpdesk Phone line 410-786-1605.

If you are located outside the Baltimore/DC area, you may reach out to your Component's Executive Officer or contact one of the Regional Credentialing Team members for assistance.  The Regional Credentialing Team consists of Katie Serio (Katie.Serio@cms.hhs.gov) or Patric Gegor (Patric.Gegor1@cms.hhs.gov).

What does the "Certificate validation failure" error mean?

The computer was able to perform validation, but the certificate did not pass. Contact the badging office to resolve the issue.

To schedule an appointment with a Badging office, please email badging@cms.hhs.gov or by calling our Badging Helpdesk Phone line 410-786-1605.

If you are located outside the Baltimore/DC area, you may reach out to your Component's Executive Officer or contact one of the Regional Credentialing Team members for assistance.  The Regional Credentialing Team consists of Katie Serio (Katie.Serio@cms.hhs.gov) or Patric Gegor (Patric.Gegor1@cms.hhs.gov).

What does the "Smart Card certificate used for authentication has expired" error mean?

If your certificate has expired, you will need to schedule an appointment with the badging office to renew your PIV card.

 

To schedule an appointment with a Badging office, please email badging@cms.hhs.gov or by calling our Badging Helpdesk Phone line 410-786-1605.

If you are located outside the Baltimore/DC area, you may reach out to your Component's Executive Officer or contact one of the Regional Credentialing Team members for assistance.  The Regional Credentialing Team consists of Katie Serio (Katie.Serio@cms.hhs.gov) or Patric Gegor (Patric.Gegor1@cms.hhs.gov).

I am on ADL today and my certificates expired, how do I get into my computer?

You will need to visit a badging office to renew your PIV certificates.

 

To schedule an appointment with a Badging office, please email badging@cms.hhs.gov or by calling our Badging Helpdesk Phone line 410-786-1605.

If you are located outside the Baltimore/DC area, you may reach out to your Component's Executive Officer or contact one of the Regional Credentialing Team members for assistance.  The Regional Credentialing Team consists of Katie Serio (Katie.Serio@cms.hhs.gov) or Patric Gegor (Patric.Gegor1@cms.hhs.gov).

PIV Card - Telework

As a full time telework employee, it is you and your Executive Officer’s responsibility to make arrangements for any PIV card related appointments.

I am a full time telework employee and I am local to the Baltimore/D.C. area.  How do I receive a badge if it gets lost, stolen, or is damaged?

To receive a new badge, you will need to schedule an appointment with a Badging office, please email badging@cms.hhs.gov or by calling our Badging Helpdesk Phone line 410-786-1605.

I am a full time telework employee and I am not within 50 miles to a regional office. How do I receive a badge if it gets lost, stolen, or is damaged?

If you do not live within the 50 mile radius of a CMS regional office, you will have to travel to the nearest HHS badging office that can accommodate the issuance appointment. The badging office in Baltimore will make arrangements to ship the card to an available HHS facility. To request a replacement credential and to find the closest available office, please have your Executive Officer contact Katie Serio Katie.Serio2@cms.hhs.gov , Patric Gegor Patric.Gegor1@cms.hhs.gov , or CMS Badging at Badging@cms.hhs.gov.

The closest HHS Badging office available to me is still a couple hours away and I need a new badge. What do I do?

You will have to make travel accommodations with your manager to get the new PIV credential.  

Are you able to extend the Badge expiration date?

Our Security Credential Management System (SCMS) does not have the capability to extend the expiration date of an active PIV. The SCMS system must display the same expiration date as displayed on your PIV Credential. If you are a full time telework employee and you know your badge will be expiring in the next couple months, please contact The Badging Office at Badging@cms.hhs.gov , Aimee Chotikul at Aimee.Chotikul@cms.hhs.gov, or Katie Serio at Katie.Serio2@cms.hhs.gov with your location and date of expiration.

Why can’t my badge be shipped to my house if I full time telework?

For security reasons, a PIV card cannot be activated until it is issued through an HHS issuance station. A biometric fingerprint check will be taken to verify your identity as well as the creation of a six to eight digit pin number.HSPD-12 requires that the issuing Agency conduct an identity verification check prior to the release of a PIV Credential. Personnel must bring one form of government- issued photo identification with them when they come to pick up their PIV Card.

Where is the PIV card expiration date located on my PIV card?

Your PIV card expiration date is located on the right side of your PIV card picture and written as year/month/day format.

If I am waiting for a PIV card can I work from home?

While awaiting your PIV card, you will not be able to access any system that requires PIV credentials.  For further information, please contact your immediate supervisor, or contractors may contact their Contract Officer Representative (COR).

Physical Security - Building Security 

How do I properly scan my PIV badge on the reader?

Position the PIV card vertically and centered on the face of the reader, as close to the reader as possible.  Hold in place until the reader shows a green light acknowledging the PIV card.

Why does my badge work in my computer and not at the doors or vice versa? 

There are two parts to your badge. The gold chip used for logical access and the antenna located at the top of the badge and used for physical access to the building. Sometimes the antenna goes bad, but you still have access to use in computer.  if the antenna or gold chip go bad on the PIV card, you will need to schedule an appointment with the Badging Office to obtain a new PIV card.

To schedule an appointment with a Badging office, please email badging@cms.hhs.gov or by calling our Badging Helpdesk Phone line 410-786-1605.

If you are located outside the Baltimore/DC area, you may reach out to your Component's Executive Officer or contact one of the Regional Credentialing Team members for assistance.  The Regional Credentialing Team consists of Katie Serio (Katie.Serio@cms.hhs.gov) or Patric Gegor (Patric.Gegor1@cms.hhs.gov).

Why won't my badge scan through my badge holder?

There is a skim shield in the center of the badge holder which protects the information on your card in case anyone was to try and gain access