Alleen de FAQ doorzoeken

De FAQ van Self Service Telewerkportaal is bedoeld om je te helpen als je tegen problemen aanloopt bij het gebruik van Telewerkportaal. Voorbeelden zijn problemen bij het installeren van Telewerkportaal (Citrix Receiver) of het inloggen.

Typ een trefwoord in het zoekvenster en klik op 'zoeken'. Mocht je vraag/probleem niet voorkomen in de FAQ maak dan gebruik van het contactformulier in de menu balk. Hiermee help je mee om de FAQ nog completer te maken.

FAQ – Eigen device

Eigen device

If I use a USB stick, I can not access them through Telework Portal. How is this possible?

For safety reasons, the use of a USB stick is not permitted through Telework Portal.
To send and receive large files, the organization offers mSafe.

Will there be sensitive (Rabobank) information on your laptop’s hard drives if a external employees depart?

It is not possible to save files or data from a virtual Rabobank workplace locally on your own device. Also, it is not possible to place locally stored files on the Rabo network. It is prohibited to store sensitive (Rabobank) information on its own device.

FollowMeGen needs to be configured daily.

You need to configure the right printer daily when using an own device this is because we decided that the default installed printer is primary in your Teleworkportal session. When you are working from home you can print directly to your home printer.

But when you are at the office and your working with your own device you want to use the FollowMeGen printer. But at the office your own home printer is still default as you can see in the image below.

defaultprinter

The red circle shows you a default printer that has TW in it’s name. Select the FollowMeGen printer and make that the default printer to print at the office.

We are searching for a solution that Citrix select the default printer by location so you don’t have to this every time.

 

Disconnects iConnect – Power management on your WiFi adapter Windows 7

You can check to make sure your power management settings are not negatively impacting your WiFi adapter’s performance. To prevent undesired disconnects of the connection when your laptop goes into sleep mode, do the following.

Open the Control Panel and choose Power Options. You will see a screen similar to the one shown below.

Click “Change plan settings” for the power plan you are on. The name of the power plan may be different than the one on your computer. In the next screen, select the option “Advanced power settings”.

03-Edit-Plan-Settings

You now see the screen where you can adjust the advanced power settings. Find the setting for the wireless network adapter, and make sure that it is set to maximum performance for both when using AC power and on battery.

04-PowerOptions

Confirm the changes you have made by clicking “OK”.

Disconnects iConnect – Power management on your WiFi adapter Windows 8 / 10

You can check to make sure your power management settings are not negatively impacting your WiFi adapter’s performance. To prevent undesired closing of the connection when your laptop goes into sleep mode, do the following.

Right-click on the start button for power management. You will see a screen similar to the one shown  below.

02-Power-Options

Click “Change plan settings” for the power plan you are on. The name of the power plan may be different than the one on your computer. In the next screen, select the option “Advanced power settings”.

03-Edit-Plan-Settings

You now see the screen where you can adjust the advanced power settings. Find the settings for the wireless network adapter, and make sure that it is set to maximum performance for both when using AC power and on battery.

04-PowerOptions

Confirm the changes you have made by clicking OK.

Google Chrome: always allow plug-ins on telewerkportaal.rabobank.nl

The VDI doesn’t start when you use Google chrome and a red cross icon appears in the upper right corner. If this is the case then you need to click the icon. A message appaers where you can choose an option.

Google Chrome plug-ins

Now click on “always allow plug-ins on telewerkportaal.rabobank.nl”

keywords: chrome, google, popup, pop-up, blocked

How do I connect my personal linux device to iConnect ?

*Tested with Ubuntu 12.00*

1. Select the wireless SSID Iconnect
2. On the Authentication Required screen, enter the following:

– Wireless security: WPA & WPA Enterprise
– Authentication: Protected EAP (PEAP)
– Anonymous identity: leave empty
– CA certificate: (None)
– PEAP version: Automatic
– Inner authentication: MSCHAPv2
Username:”Iconnect username”
Password:”Iconnect password”

3. You will then see a certificate warning. Check “Don’t warn me again” and then click “Ignore”.

4. The iConnect connection should now be functional.

How do I connect my personal MacBook with OSX to iConnect?

If you are using an Apple laptop running OSX, do the following to connect it to iConnect. Before you do this, be sure you have already created an account on https:// iconnect. rabobank.nl

Step 1

Open the “Wireless networks” screen

• Click the WiFi network icon

osx_iconnect_1

• If AirPort is off, turn it on

osx_iconnect_2

Step 2

Connect to iConnect

• Click the iConnect network
osx_iconnect_3

• Enter the iConnect login data:

User Name: “iConnect username”

Password: “iConnect password”
osx_iconnect_6

Step 3

Accept the iConnect certificate

After a connection is made, Mac OSX will display a certificate notification.

• Click “Show Certificate”
osx_iconnect_7

1. Check whether the certificate is from one of the following 4 iConnect servers:

inconna.rabobank.nl, iconnb.rabobank.nl, iconnc.rabobank.nl or iconnd.rabobank.nl. If so,

click “Always Trust”.
osx_iconnect_8

2. If not, click “Cancel” and contact the Rabobank helpdesk.

3. Click ”Continue”.

• Authenticate certificate management

To add the certificate to Mac OSX’s authorisation management, you must log into the following:

window with your MacBook login data (not your iConnect login data)!
osx_iconnect_4

Step 4

Verify iConnect connection

• If successful, you will see a checkmark next to iConnect

osx_iconnect_5

How to connect my private Windows 10 laptop to iConnect

How to connect my private Windows 10 laptop to iConnect

The iConnect network can easily be connected to Windows systems. With this tutorial is possible to connect a Windows 10 laptop to the iConnect network from the Rabobank.

Perform the following actions on a Windows 10 laptop. It is assumed that there is already an account is created for iConnect (
https://iconnect.rabobank.nl
) and the Wi-Fi adapter is enabled.

  • If Wi-Fi is turned off, please enable it.

iconnect_win8_2

  • Localize the taskbar, in generally it is located at the bottom

\\Glaucus\zeistusr4$\BiezenLG\Bureaublad\Presentaties\Knipsel1a.PNG

  • Left click on the Wi-Fi button

\\Glaucus\zeistusr4$\BiezenLG\Bureaublad\Presentaties\Knipsel1.PNG

  • Click on the iConnect – network

\\Glaucus\zeistusr4$\BiezenLG\Bureaublad\Presentaties\Knipsel2.PNG

  • Leave the checkmark enabled and click connect

\\Glaucus\zeistusr4$\BiezenLG\Bureaublad\Presentaties\Knipsel3b1.png

  • Please fill in your iConnect ‘Username and Password’ and click ‘OK’

\\Glaucus\zeistusr4$\BiezenLG\Bureaublad\Presentaties\Knipsel3b.PNG

  • Click ‘connect’

\\Glaucus\zeistusr4$\BiezenLG\Bureaublad\Presentaties\Knipsel4b.PNG

  • The network requirements are now checked

\\Glaucus\zeistusr4$\BiezenLG\Bureaublad\Presentaties\Knipsel5b.PNG

  • The final result is that the Windows 10 laptop is connected to iConnect

\\Glaucus\zeistusr4$\BiezenLG\Bureaublad\Presentaties\Knipsel6b.PNG

How do I connect my personal Windows 7 laptop to iConnect?

Connecting a device running a Microsoft operating system to iConnect requires a number of different steps. The following instructions explains what you need to do to connect a laptop running Windows 7 to the iConnect network.

Do the following on your Windows 7 laptop to connect to iConnect. Before you do this, be sure you have already created an account on https://iconnect. rabo bank.nl

Step 1

Open the “Manage wireless networks” screen

• Click the start button or press the “Windows” key

• In the entry field, type: “manage wireless networks”

• Press enter
win7iconnect1

Step 2

• Click “Add”
win7iconnect2

• Select “Manually create a network profile”
win7iconnect3

• Enter the fields as shown in the example below, and click “Next”
win7iconnect4

Step 3

• Select “Change connection settings”
win7iconnect5

• Click the “Security” tab
win7iconnect6

• Click “Settings”
wifi_nl_met pijl

• Uncheck the “Validate server certificate” option, and then click “Configure”
win7iconnect8

• Uncheck the option shown below, and then click “OK”
win7iconnect9

• Click “OK” again

• Click “Advanced settings”
win7iconnect10

• Check the box at “Specify verification mode”
win7iconnect11

• Click “Save references”

• Enter the login name and password you have already created on the iConnect site, and

click “OK”
win7iconnect12

• Click “OK” two more times, and then click “Close”
win7iconnect13

Step 4

• Now, select the iConnect network using the network icon in the taskbar (next to the clock)

win7iconnect14

How do I connect my personal Windows 8 laptop to iConnect?

To connect your Windows 8 laptop to iConnect, you must do the following. Before you do this, be sure:

– You have already created an account on https://iconnect.rabobank.nl

Step 1

Open the “Networks” screen

iconnect_win8_1

• Click the WiFi network icon

• If WiFi is not activated, activate it

iconnect_win8_2

Step 2

Connect to iConnect

• Click the iConnect network

iconnect_win8_3

• Enter the iConnect login data:

iconnect_win8_4

User Name: “iConnect username”

Password: “iConnect password”

Step 3

Accept the iConnect certificate

After a connection is made, Windows 8 will display a certificate notification.

• Click “Connect”

iconnect_win8_5

Step 4

Verify iConnect connection

• If successful, you will see Connected below iConnect.

iconnect_win8_6

How can I print from a VDI?

The “Follow Me GEN” printer must be set each day as the default printer.
Go to Start -> Devices and Printers.
Then right click on the “Follow Me GEN” printer and set it as the default printer.

How should I deal with sensitive information on my laptop that is also used by others?

As an external employee, you are responsible for security awareness regarding handling data and information from Rabobank (see the Code of Conduct information and communication for more information). Therefore NEVER copy sensitive (Rabobank) information to your own devices

How to remove the (old) Citrix Receiver (Mac OSx)

It is possible that the installation of a new Citrix Receiver is not succesfull on your Apple device. Chances are that the installation is only succesfull after all the older versions of the Receiver are removed from the device. That you can do by following the steps in the following article:

https://support.citrix.com/article/CTX134237

Are the problems not resolved after performing the Clean-Up Tool and manual cleanup, then you can create a new computer account. This new computer account can then be used to connect to the Telewerk Portal. For Mac OSX computers, this is described in the article Issues after repeated attempts of installing Citrix Receiver (Mac OSx).

Keywords: Delete, citrix client, remove, uninstall

How do I change my admin-account password on Telework Portal.

Go to “Start” > Windows Security > Change Password.
Instead of choosing Network Password, use your own Username.
Change your Rabobank\gebruikersnaam into your admin account name and change your password.

I have no authorization to install Citrix on the laptop of my employer . What should I do ?

Please contact the system administrator of your employer.

I can’t find an application while working with BYOD. What do I do now?

See if you can purchase the application in the Raboshop in the catalog ‘RN W7BYOD’.
If an application is not in the Raboshop, then this is not (yet) available for a virtual workplace.

To make an application available via the Raboshop, it first needs to be certified. To start this process, please look for ‘Software Certificatie tbv overige klanten’ in the Raboshop catalog.

Installing Citrix Receiver (Windows)

In order to make use of Telewerkportaal, it is necessary that the Citrix Receiver is installed on the computer.

  • When you will make use of Teleworkportaal for the first time, please follow the steps in the article below:
    Installing Citrix Receiver
Your smartcard data needs to be refreshed.

To maintain access to the network of the bank, it is important that the data on your smartcard is up to date. Therefore we urge you to refresh the information on your smartcard frequently by updating the certificate on your smartcard during logon. Later in this article you can read how to do it.

Background
You need your personal smartcard to access your working environment. Your smartcard is used to get access to your business computer, Telewerk Portaal, Werkplek Portaal and the Boven Lokale Samenwerking Portaal (BLS portal). In addition, your smartcard also enables you to enter office buildings and facilities. For safety reasons the data on smartcards are valid for a limited time. When the data on your smartcard is no longer valid, it is not possible to get access to the Rabobank network; physical access to the buildings and offices remains possible.

What should you do?
You can refresh the data on this smartcard through a so-called certificate rollover process. The way to start this process depends on how you are connected to the Rabobank network:

  1. Are you connected to the Rabobank network in an office location via Wi-Fi or network cable?
    If your current email address is different from the email address stored in the certificate on your smartcard, you will get the opportunity to update the data on your smartcard. This can be done by the certificate rollover process that will be started automatically when you logon to your workstation, when connected to the Rabobank network. When the logon-script is executed, a rollover message appears on your screen. This message will not appear if the workplace is resumed from hibernation or sleep mode.When the rollover message appears on the screen, click to continue and follow the instructions on the screen. You will need to enter your PIN several times here, this is part of the rollover process. The entire rollover process takes approximately four minutes. It is important that you stay present during the process and that you complete the entire process.For a complete process description; go to the ICT Portaal (note: the description is in Dutch): http://raboweb.rabobank.nl/ictportaal/beveiligingict/smartcard/Paginas/Werkwijze.aspx
  2. Are you connected to the Rabobank network using Telewerk Portaal (TWP) or E2B?
    You will not receive the automatic rollover message unless you logon to the Rabobank network on a Rabobank location. Please restart your computer when you are physically on a Rabobank location and using the Rabobank network via Wi-Fi or network cable. It will then activate the rollover process automatically. Just follow the process as described in section one.
  3. Do you use ‘BYOD’ (Bring Your Own Device)?
    Smartcard rollover when using BYOD is not possible. Therefore, ask a Rabobank employee to use his or her computer for a moment, log-in with your smartcard to that computer and follow the process as described in section one. It is important that your smartcard is connected to the Rabobank network via a smartcard reader (not a Vasco reader) in a Rabobank laptop/computer.

When do I receive the rollover message?
When you are connected to the Rabobank network on a Rabobank location via Wi-Fi or network cable, you will receive the automatic notification message for a rollover, every time you logon until you have performed the the rollover process succesfully.
When using TWP, E2B and/or BYOD you will not receive this message, but instead you are informed by e-mail.

As a reminder for the rollover you will receive this e-mail every week until the rollover is performed succesfully.

What happens if I do not complete the rollover procedure?
If the data on your smartcard is not refreshed in time, the data on your smartcard will expire and you will no longer be able to logon. Then there is only one option to resolve this: your smartcard needs to be reissued.
Local bank employees should go to the RSA manager to renew the data on the smartcard, Rabobank Netherlands employees should go to Security to renew the data on the smartcard.

Questions?
Please contact Service Group ICT http://raboweb.rabobank.nl/ictportaal/contact/Paginas/Contact.aspx.

Can I use a Chromebook as BYOD device?

Unfortunately the default Citrix Receiver for Chromebook does not work with the Telework Portal due to the encryption level which is being used to protect our data.

If you do want to enable your Chromebook for the Telewerkportaal, you could install a Linux distribution on your machine. For more information about this use this link.

Linux: Black square around your cursor

Are you using Linux and you have a black square around your cursor when you are working with Teleworkportal like in the screenshot?

muisblok

Solution 1:

Switch back to a normal mouse on Teleworkportal: Start -> control panel -> Mouse.
Select the tab pointers and choose for normal selection.

muisaanwijzer

Solution 2:

When you are not able to use solution 1 you will need to change a setting on your Linux system. In /home/USER/.ICAClient you need to add in wfclient.ini the line DisableXRender=1

In /home/USER/.ICAClient voeg je de onderstaande regel toe aan wfclient.ini
DisableXRender=1

CitrixBlackboxMouse3

Lync is not working optimally via telework portal. Is this correct?

Unfortunately, this is true.
Lync demands a lot of the connection and that is reflected in disturbances in both picture and sound.
When you hear an echo to the sound, connect a headset or headphones and then that issue is resolved.
With video there can be a delay sometimes, and this is not soluble.

Always check if you have the latest client software installed. This software does not auto update itself, therefore it is important to check flequently if any updates are available. Check the following site: Receiver.citrix.com

Mac OS X: Smartcard use with Yosemite

Using an external smartcard reader for special purposes on Telewerkportal? When working on a device upgraded with Yosemite your smartcard will not be recognized any more. Citrix acknowledged that your smartcard will not work anymore due to a change in Yosemite.

Update 07-04-2015: Citrix has released a new receiver for Mac with smartcard authentication support. More info at  http://receiver.citrix.com

Mac OSx: Do you trust the site Telewerkportaal…..

Using Safari on Mac OSx where you have just installed Citrix Receiver it’s possible you get the following message the first time you go to Telewerkportal: Do you trust de site Telewerkportaal to use the “Citrix Receiver Plug-in” plug-in. In this case you must confirm this.

Trust plug-in

When using Google Chrome you will get a simular message when you choose one of the VDI’s. (look at the picture and look in your browser upper corner right corner for the message)

Screen Shot 2014-09-02 at 11.24.29

Click on the message and choose ‘Always allow plug-ins on Telewerkportaal…nl

Screen Shot 2014-09-02 at 11.28.15

Keyword: MacOSx, popup, pop-up

My bookmarks in Google Chrome are not saved. How can I configure that?

We recommend that you do this using “Google Chrome Sync”. It stores your user settings in Google. For this, you need to have a Google account.

My personal VDI (BOW) is having issues.

You may have access to a personal VDI (also called Dedicated VDI or BOW) when you need to have admin-rights to make adjustments. Such a VDI has limited support. Should you need to reinstall the operating system in order to resolve issues in the VDI, you can arrange this yoursel by ordering ‘VDI herinstallatie’ in the RaboShop.

Please note:

  • Lead time is 3 working days.
  • During the actual reinstall-porcess, you cannot use the VDI.
  • If data needs to be preserved, You should take care of backuping these yourself.
  • Make sure you can be contacted, so we can plan the reinstall.
Can internal Rabobank employees also use BYOD?

Yes, that is possible.
If you don’t want to use your Rabo laptop no longer, we ask you to turn in the Rabo laptop at the Service Desks at Eindhoven, Utrecht or Zeist.

New iConnect certificate March 15th 2016

My device does not connect to iConnect automatically
When a device enables WiFi, a lot of devices try to connect to the last network they were connected to. Normally this works transparently, without further questions. After the certificate update it may be necessary to select the network again. This pertains to recent iPhones (5s and 6) in particular.

I get a question about accepting a new certificate
This question may or example pop up on iPhones, iPads, Mac Books and Windows-7-laptops. On Android phones this question does not occur. The new certificate is issued by DigiCert, a trusted authority that for example also issued the www.rabobank.nl certificate. The question can safely be answered by ‘yes’. As an example, on a (Dutch) Windows-7-laptop this looks a follows:

I am connected to Guest Hotspot instead of iConnect
Your has probably tried to connect to the iConnect network, but this has taken too long. In such a case, most devices try to find an alternative network connection. On Rabobank sites it will normally find the Guest Hotspot network and connect to it. If you are connected to Guest Hotpsot, you’ve got an internet connection similar to iConnect. However, iConnect offers some extra functionality than Guest Hotspot. Therefore, it is best to select iConnect from the list of available networks. No success? Read : ’I can’t connect to iConnect’.

I can’t connect to iConnect

Especially with older Apple devices apparaten (iPad1, iPhone 4), Android phones and Windows Phones it may seem that the connection to iConnect fails completely. However, after some time the connection with iConnect will be established anyway. Sometimes, this may take several minutes. No time to wait? Then you may consider using Guest Hotspot in the meantime. Try to connect to iConnect after some time by selecting it from the list of available networks. Eventually the connection will succeed, although it may take several attempts. Please pay attention: It is not necessary to reset your password or WiFi profile!

keywords: BYOD, certificate, my device, wifi, iconnect

How to delete cookies in Firefox

How to delete cookies in Firefox

  • Click the menu button New Fx Menu, choose , and then .
  • Set Time range to clear to Everything.
  • Click on the arrow next to Details to expand the list of history items.
  • Select Cookies and make sure that other items you want to keep are not selected.ab963d736461b221f497eb33a7f09b1a-1260044801-604-2.png
  • Click Clear Now to clear the cookies and close the Clear Recent History window.
How to delete cookies in Google Chrome

How to delete cookies in Google Chrome

  • Click on the Chrome menu button Chrome menu on the browser toolbar.
  • Select More tools.
  • Click on Clear browsing data…

  • The window Clear browsing data is opened. The first option is Obliterate the following items from:. Select the beginning of time.
  • Make sure the following boxes are checked:
    • Browsing history
    • Delete cookies and other site and plug-in data
    • Cached images and files
  • Click on the button Clear browsing data to complete the removal of cookies in Google Chrome.

How to delete cookies in Internet Explorer

How to delete cookies in Internet Explorer

Start Internet Explorer, go to Tools De knop Extra -> Internet Options. On the General tab, click the Delete … button under Browsing History.

The window Delete Browsing History is opened. Make sure the Cookies and website data check box is checked. Please note that previous versions of Internet Explorer the item can be called Cookies. The other available options can be unchecked if you wish.

Click the Delete button to complete the removal of cookies in Internet Explorer.

How to delete cookies in Safari

How to delete cookies in Safari

  • Click Safari at the left top on your screen
  • Click Preferences…

  • Click on the tab Privacy
  • Click Remove All Website Data…

  • Click Remove Now to complete the removal of cookies in Safari

SSL 61 error when connecting (Apple)

When connecting to your VDI you get the following error message. SSL error 61: You have not chosen to trust “Digicert SHA2 High assurance Server CA”.

For our safety we use certificates on Telework Portal. These certificates are valid for a period of time and need to be replaced regularly. This time the certificate has some new properties, the Citrix Receiver needs to be updated because of these new properties.

You will succeed to log in on Telework Portal but when you try to start the VDI you will receive an error message as seen below:

apple error 61

Probably you use an old version of the Citrix Receiver 11.6 or older when you get this error message. You need to update to lastest version of the Receiver. Go to the vendor webstie: http://receiver.citrix.com. Here you can find the right version of the Citrix Receiver, here you can download the Citrix Receiver. Save it to your disc and install the software.

Telework Portal has problems with some parts of RaboWeb in OTA

Working with Telework Portal has problems with some parts of RaboWeb in OTA for example:

  • Bezoekers aanmelden (not in English)
  • Vergaderruimte reserveren (not in English)
  • ICTPortaal

This is a Known Issue. Telework Portal users with a VDI in OTA have a strong likelihood that certain websites are blocked. As far as we know the following webpages are blocked:
– Alles onder Raboweb : http://raboweb.rabobank.nl/
– Visie2016                      : http://visie2016.rabobank.nl/algemeen/Paginas/Portaal-Visie-2016-live.aspx
– MI4U                                 : http://mi4u.rabobank.nl/irj/portal

As a workaround, you can then log on to a shared VDI. That’s where it works well.
Info about this issue: KM007693: Telewerkportaal VDI: specifieke (web) applicatie start niet Webpage not found.

Submit Telewerkportal to the trusted sites

Using Internet Explorer 11. To make it possible to connect to Telewerkportaal.rabobank.nl and launch an VDI from home, you should make the following adjustment:

Submit Telewerkportaal.rabobank.nl to the trusted sites:

  1. Open Internet Explorer
  2. Go to the site https://telewerkportaal.rabobank.nl/.
  3. In Internet Explorer click on the gear-icon and click [Internet options]
  4. On the ‘Security’ tab click on [trusted sites] under security zone.
  5. Click [Sites]
  6. Insert https://telewerkportaal.rabobank.nl/
  7. Click [Close], Click [ok], close Internet Explorer and try again.

Keyword: IE11

Time-out on iPad

iPad user report frequent disconnects after a certain period of inactivity. Default behavior is to disconnect after 4 hours of inactivity. Resuming the session is possible for 5 hours after that. Then the Telewerkportaal-shared session will be terminated. For dedicated/personal VDIs other timers apply.

To keep your iPad session active, two settings can be modified:

  • Set the screensaver timer (the time until the screen locks) to a longer time-out.
  • Use the option caffeine. This can be found under Citrix-receiver settings, advanced, Caffeine, Stay awake. See the screenshots below.

Settings

Advanced

Caffeine

Keyboard and/or mouse stop working after updating receiver to version 10.9.5

After updating the receiver to version 10.9.5 on MacOSX, it can happen that the mouse and/or keyboard stop resonding while working. A known ‘work around’ is to switch back to your Mac desktop using the key combination ‘Command + Tab’ and return to your Telewerkportaal session by pressing ‘Command + Tab’ again.

Colleagues report that this issue no longer exists after the upgrade to ‘Yosemite’ and the latest Citrix Receiver (11.8). Instructions can be found here.

The Vasco reader generates an error

Your smartcard of Vasco reader is defect when the Vasco Reader shows an error like “Foute kaart/Wrong card” or “Kaart error/Card error”.

You can use a different Vasco reader of a colleague in this case, when you receive the same error message try to renew your smartcard.

You need to get a new Vasco Reader when trying a different Vasco Reader doesn’t show an error anymore.

VDI not lanching since Firefox update 33

Since Firefox update 33 (October 14th 2014) clicking on the VDI icon does not launch the VDI.

The launch of the  Citrix Receiver is prohibited/blocked by Firefox. You need to confirm that you want to allow this.

Follow these steps:

  • Click on the plugin-button.Icoon blokkade Firefox at the left-hand side of your addressbar..
  • Click on [Allow and Remember].
    Click 'Allow and Remember'.
  • Now try launching the VDI again.
Where can I find the description of the Bring Your Own Device Service?

You can find the description at IT-Portaal or SelfServicePortaal.

Why is the connection lost sometimes with my VDI on my own device?

The most common causes of loss of connection are:

  • Running from one Wi-Fi point to another can disconnect the device from your VDI.
    At the time you move from Wi-Fi point to Wi-Fi point is, sometimes, there is a brief interruption of the connection. Then the connection with Telework Portal falls away and you must login again. Roaming of an interactive connection is not supported via iConnect.
  • The laptop goes into sleep mode
    Normally, if your laptop goes into sleep mode, the system automatically disconnects Telework Portal, because your WiFi adapter also goes to sleep. The latter can be prevented by changing the settings of the Wi-Fi adapter. The laptop is still in sleep mode but the Wi-Fi adapter will still work. We have manuals available here.
    Note: if you change this setting, the laptop battery will drain faster.
When can I use the virtual Rabobank workplace?

Teleworkportal is available 24×7. Except for the 1st and 3rd Sunday of the month between 00: 00-07: 00. Then we have the so-called. “Generic maintenance window” in which maintenance is carried out on the systems. This decision shall be communicated in advance via the IT portal.

Who is responsible in case my own device breaks down?

The owner of the machine is responsible for replacement or repair. This means that you can not apply for a loan laptop. The so-called idle time in connection to (restore) defects can not be recovered from Rabobank. Of course, the idle time due to disruptions in Rabobank systems is indeed on our expense.

Windows 10 is uitgebracht! Telewerkportaal is getest en functioneert prima

29 juli is Windows 10 officieel op de markt uitgebracht.
Telewerkportaal is getest op Windows 10 en functioneert  prima.

Wij hebben hiervoor een werkinstructie aangepast, deze is hetzelfde als Windows 8.

Deze kun je vinden op de home pagina van het selfserviceportaal “Telewerkportaal installeren” – “Windows 8 / 10”

Klik hier om rechtstreeks naar de “Telewerkportaal installeren” pagina te gaan

Telewerkportaal installeren

Are Displays and Beamers automatically connected?

Your own device is nothing but a kind of conduit whereby the control of the displays and projectors will not be a problem. There’s a connector for both VGA and HDMI in most of the meeting rooms.

Are there any licenses associated with the Citrix Receiver?

No, this software is license free!

Google Chrome: launch.ica

Do you use Google Chrome as Internet browser, then there is a possibility that you had an update wich causes a message in the left corner of your browser to open launch.ica.

Solving the issue

Om de koppeling weer te herstellen volg je de volgende instructie.

1 Click on the arrow of the message
2 Select “always use this program to open these files” in the drop down menu.
3 Again click the arrow in the message and select open.

You won’t get the message to open Launch.ica again the next time when you try to start the VDI.

Telewerkportaal Error Cannot Complete Request —– http/1.1 service unavailable

The following error can occur when logging on to Telewerkportaal:
Error Cannot Complete Request —– http/1.1 service unavailable

This problem can be fixed by clearing the browser cache:
Internet Explorer: Internet options / inhoud / ssl status wissen
Microsoft Edge: Use Internet Explorer
Chrome: CTRL-SHIFT-DEL / clear data

For other browser please check the following website: Clear browser cache.

Issues after repeated attempts of installing Citrix Receiver (Mac OSx)

If all other options do not offer a solution.

You have removed the Citrix client by using the provided procedure for Mac OSx. You have restarted your system and started the installation again followed by another restart of your computer. Despite your efforts, it is still not possible to make a connection with the Teleworkportal. Possibly something has changed in the settings of your user account or “fallen” and you receive uninformative error messages. This is not something the average computer user can solve.

A tool that we use with much success is creating an additional user on your computer for Apple or Windows systems. The previous actions you have performed will still come in handy! Below you will find the procedure how to add an additional user on your system which might enable you to approach the Teleworkportaal.

Add new user account:

Select the Apple icon in the top left of your screen and select “System Preferences”. Then select “Users and Groups”. In the new window, you may have to click the lock followed by entering your username and password when needed. Then select the + symbol on the left side of the screen. In the new screen choose the right user type as in the image below, in our example we choose a standard user.

Apple adding user

After creating the user account, you should to logon with the now created account en retry the Telewerkportaal.

Citrix bar disappeared or missing

CitrixBalk

The Citrix bar is disappeared or missing, so you are unable to switch between the Telewerkportaal and your own desktop. To solve this issue, you should use the following key combination: CTRL – SHIFT – F2. The bar should be visible again.

The time presented in your Telewerkportal session is not correct.

The issue: The time presented within your VDI doesn’t match the time on your own device.

The Telewerkportal session takes over your own device local time zone. Although your device presents the right time it is possible that the settings on your own device aren’t correct.

Verify the Time Zone setting on your device: (GMT+01:00) Amsterdam, Berlijn, Bern, Rome, Stockholm, Wenen. Also verify the option ‘Automatically adjust clock for Daylight Saving Time’  is selected.

Disconnect and reconnect the Telewerkportal session. The time within the VDI should now match the time on your own device.

Restart Dedicated VDI

If you want to restart your Dedicated VDI, you can do this as follows:

  • Log in to Telewerkportaal
  • Click next to the VDI on the button “Details”
  • Click on the button “Restart”

Contact the servicedesk if it is not possible to restart the VDI.

How to restart your VDI

When you can’t login to your VDI you could try to restart the VDI yourself with the button ‘Problem connecting?’ to solve the issue. Ths is a hard reset wich means that your VDI is restarted directly without closing Windows first, so only use this when you can’t connect because your unsaved work will be lost.

You can find the button right under the ‘Monitor’.

 

keywords: reset – vdi

MacBook/iPad Citrix error message regarding access gateway or gateway setting

After installing, or upgrading to, the Citrix Workspace app (formerly known as Citrix Receiver), an error message regarding the Access gateway or gateway setting may be displayed.

Should this be the case, a number of settings need to be adjusted so Telewerkportaal or EUportal are able to start. This concerns the following settings:

Citrix Workspace settings Telewerkportaal
Citrix Workspace settings EUportal

 

Problem with opening the Telewerkportaal page

If you have difficulty opening the Telewerkportaal page, it may be possible that cookies that are stored on your device are causing a problem.

Examples of such problems include the error Page can not be displayed, error 550, one moment please or error 43546.

Deleting cookies can provide a solution. Below you will find a description of how you can delete the cookies for the most common browsers:

Issues after repeated attempts of installing Citrix Receiver (Windows)

If all other options do not offer a solution.

You have removed the Citrix client by using the provided procedure for Windows. You have restarted your system and started the installation again followed by another restart of your computer. Despite your efforts, it is still not possible to make a connection with the Teleworkportal. Possibly something has changed in the settings of your user account or “fallen” and you receive uninformative error messages. This is not something the average computer user can solve.

A tool that we use with much success is creating an additional user on your computer for Apple or Windows systems. The previous actions you have performed will still come in handy! Below you will find the procedure how to add an additional user on your system which might enable you to approach the Teleworkportaal.

Add new user account:

In Windows 7 click the Windows Start button, Control Panel, User Accounts and Family Safety. Then click Manage another account. If you are prompted for an administrator password or confirmation, type the password or provide confirmation. Now click Create a new account. Type the desired name for the user (eg. Telework Portal), and click an account type, and click Create Account.

In Windows 8/10 are the first steps are equal: you choose the Windows key + X, choose from the menu that opens, select “Control Panel”. In the new screen, select User Accounts” and then “Manage another account”. A screen is shown with the existing users on your computer. Under the same screen you have the option to “add a new user in PC Settings“.

For Windows 8 you choose Add an account”, then in the new window (on the bottom) choose for “Logging without Microsoft account (not recommended)“, followed by choosing for “Local account” in the next screen. Then choose a logical user name (eg. Telework Portal) with password and password hint, then in the next screen finish the procedure. Log in now with the new account and try again Telework Portal.

Under Windows 10, choose the option “Add someone else to this PCin the Accounts screen under the header “Other users”. We want a local account, and therefor we select the line The person I want to add has no email address.” In the new window, select on the bottom Add user without Microsoft account.” Then choose a logical user name (eg. Telework Portal) with password, and then in the next screen to complete. Log in now with the new account and try again Telework Portal.

Improve Skype sessions on a VDI

Do you use your own device (byod) together with a dedicated VDI and could the quality of your Skype sessions be improved? Network latency between your own device and your VDI might be the cause. Citrix has released software to optimize the connection for your Skype sessions.

The software contains two packages: one to be installed on your personal Windows 7 VDI and is available via the RaboShop. The second is to be downloaded by yourself and needs to be installed on your own device.

The HDX RealTime Connector is available via the RaboShop, but only for users of a dedicated Windows 7 VDI! Within the RaboShop (which is in Dutch) you search for ‘DTB1140’ (Software Aanvraag). Next use the link for ‘Bestelformulier’ (order form) and from there select the following.

  • ‘Voor 1 of meerdere personen 1 werkplek software’ (one or more persons 1 VDI software)
  • “Platformnaam”: W7 or W7X64
  • Search in the form under the head Software for: HDX* <– include*

You need to install the client software (HDX RealTime Media Engine) on your own device (Windows\Mac\Linux) and not on the VDI!. This is to be downloaded via the next link: https://www.citrix.com/downloads/citrix-receiver/additional-client-software/hdx-realtime-media-engine-latest.html. For Windows users two packages are available either the HDX RealTime Media Engine itself or combined with the Citrix Receiver just in case you needed that. For installing the software just follow the default values.

Attention: The HDX RealTime Connector should only be ordered for your primary VDI from where your Skype sessions are started. The first VDI equipped with the HDX RealTime Connector you connect to will have advantage of an optimized connection. The client software is to be installed on your own device at your own risk, there will be no support from the helpdesk.

 

In the following situations the connection is and is not optimized.

When having a non-optimized connection it could be that the HDX RealTime Media Engine is not correctly installed on your own device. It could also be that case that you are connected to two different VDI bot equipped with the HDX RealTime Connector and only the first connection will be optimized.

Windows byod
If you keep receiving messages about an un-optimized connection check your Windows firewall to see if the Citrix Media Engine Services is allowed over TCP and UDP. You could add them manually or try reinstalling the client application.

Roadmap for VDI Re-Disconnect Problems – Apple MacBook

Roadmap for Re-\Disconnects VDI Problems

For Private Apple devices = BYOD

NOTE: Perform these steps only if Re-\Disconnects or delays between your BYOD and VDI occur regularly. If you are satisfied with how your BYOD is working, you can always read this plan as “FYI”.

This checklist aims to optimally configure the Apple BYOD workplace for use of VDI at Rabobank. The steps can be performed by the user itself. Any support here should be the responsibility of the external supplier. The Rabobank Service Desk will not provide support because it not concerns a Rabobank device.

Definitions

Host = Apple BYOD Workplace of the User
VDI = The Virtual Rabobank Workplace

Control steps / Recommendations

Use only one single Display

2 beeldschermen

It has been found that the use of two or more displays increases the likelihood of a re- / disconnect. It is recommended to switch back to a single display (either built-in or externally connected).

Verify the version of used Citrix Viewer on the Laptop (Host)

Click the “Citrix Viewer” in the taskbar and click “About Citrix Viewer”

citrixopmac

Verify if you have the latest version of the Citrix Receiver if not then download and install  it on the laptop (host) via: http://www.citrix.com/go/receiver.html

If you experience installation issues with the Citrix Receiver, please refer to the following Citrix article:  https://support.citrix.com/article/CTX134237

Verify software Updates are installed on the laptop (Host)
Check via App-store/Updates if OS and/or application updates are available for your host.

appleappstore

Verify connected wireless network and signal strength

5 GHz connected devices turn out to be less bothered by re- or disconnects of the VDI.

Following these steps help you determine the wireless network you are connected to and the quality of that connection. Open a system report via, About this Mac, System Report, Wi-Fi:

macbook2

If “Supported Channels” only contains values 1 – 13, your wireless network interface is only capable of connecting to 2,4 GHz wireless networks (see “Dongles” underneath).

If “Channel” (under “Current Network Information”) has a minimum of 15, you are connected to a 5 GHz network.
Values for Signal should be above -60 (minus sixty – closer to 0 is better), Noise should be below -60 (minus sixty –closer to or even below -100 (minus one hundred) is better). Are these values worse, you should try to find a desk where better values are shown.

Dongles: (usb network dongle)
If the installed wireless network interface does not support 5GHz networks and you are experiencing re- or disconnects, consider using another wireless network interface. IT Nederland successfully tested two models of 5GHz USB wireless network interface.

https://www.conrad.nl/nl/edimax-ew-7711mac-wifi-stick-450-mbits-1205517.html

http://www.routercenter.nl/product/90240/netgear-wnda3100-draadloze-n-usb-adapter.html

Dongles are to be purchased on own account.

Concluding

If all of the above steps are complete and have not lead to satisfactory results with regards to a stable connection to the VDI, we advise to change your client device (i.e. use another laptop for working with Rabobank VDI). The end-user is responsible for obtaining another device at his/her employer.

Roadmap for VDI Re-Disconnect Problems – Windows

Roadmap for Re-\Disconnects VDI

From a private laptop (not Rabo)=BYOD

NOTE: Perform these steps only if Re-\Disconnects or delays between your BYOD and VDI occur regularly. If you are satisfied with how your BYOD is working, you can always read this plan as “FYI”.

This checklist aims to optimally configure the Apple BYOD workplace for use of VDI at Rabobank. The steps can be performed by the user itself. Any support here should be the responsibility of the external supplier. The Rabobank Service Desk will not provide support because it not concerns a Rabobank device.

Definitions:

Host = BYOD PrivateWorkplace of the User
VDI = The Virtual Rabobank Workplace

Control steps / Recommendations

Use only one single Display

2 beeldschermen

It has been found that the use of two or more display screens increases the likelihood of a re- / disconnect. It is therefore recommended to switch back to a single display screen (either built-in or externally connected).

Check the power settings for the Wireless Network Adaptor on your laptop (host)

Follow for windowslogoWindows 7 the instructions discribed at https://selfserviceportaal.nl/faq/disconnects-iconnect-energiebeheer-op-de-wi-fi-adapter-windows-7/ (also available on external networks).

Follow for windowslogoWindows 8 (8.1) the instructions discribed at https://selfserviceportaal.nl/faq/disconnects-iconnect-energiebeheer-op-de-wi-fi-adapter-windows-8/ (also available on external networks).

Settings for “Power Options” should be set to the “High Performance” plan (for both working “On battery” as well as “Plugged In”).

This will prevent the system from allowing the wireless network interface to be suspended.

Verify the version of the driver for the wireless network interface on the laptop (host)

leveranciers

Make sure to use the vendor provided driver and update it to the most recent version. Microsoft native drivers are functional, however they are in most cases insufficiently effective for use with VDI. For more information on the most suitable driver for your system, please visit the vendor site. To find out the vendor and model of your wireless network interface:

Start a “command prompt” (through Start > Run > “cmd” (followed by enter)

Type netsh wlan show drivers

(here is an example of the output on a Windows OS)
netshshowdriver

Verify the version of the Citrix Receiver on the laptop (Host)

Right-click the Citrix Receiver icon citrixreceiverin the taskbar (or through the hidden icons) and click “about” or “Advanced Preferences” (in newer versions). This will show the installed receiver version (most recent version to date is 4.3.0.5014)

Check the version you installed and download the Citrix Receiver to your laptop (host) via: http://www.citrix.com/go/receiver.html

If you experience installation issues with the Citrix Receiver, please refer to the following Citrix article:  http://support.citrix.com/article/CTX325140

Check Windows Updates on the laptop (Host)

Open “Windows Update” in the start menu and make sure all important and optional updates are installed. If not, apply all available updates to your system.
windowsupdate-eng

Use 5 GHz network instead of 2,4 GHz network

Often using the 5 GHz network will provide a more stable VDI connection. To find out if the wireless network interface is capable of using the 5 Ghz network follow next steps:

Start a command prompt (through Start > Run > “cmd” (followed by enter)

Type netsh wlan show drivers

The output should contain 802.11a, 802.11ac or 802.11n for the interface to be able to connect to the 5GHz network.
To find out the current connection to the wireless network:

Start a command prompt (through Start > Run > “cmd” (followed by enter)

Type netsh wlan show interfaces

This will show similar output on a Windows host:
netshinterface

If the value for “channel” is 15 or higher, the host is connected to the 5 GHz network. Signal is an indicator for signal strength and should be at least 40% (or higher). If signal strength is too low, find another desk where the signal is sufficient.

Dongles: (usb network dongle)

If the installed wireless network interface does not support 5GHz networks and you are experiencing re- or disconnects, consider using another wireless network interface.

IT Nederland successfully tested two models of 5GHz USB wireless network interface:

https://www.conrad.nl/nl/edimax-ew-7711mac-wifi-stick-450-mbits-1205517.html

http://www.routercenter.nl/product/90240/netgear-wnda3100-draadloze-n-usb-adapter.html

Dongles are to be purchased on own account.

Concluding

If all of the above steps are complete and have not led to satisfactory results with regards to VDI, we advise you to change your client device (i.e. use another laptop for working with Rabobank VDI). The end-user is responsible for obtaining another device at his/her employer.

Configuring two monitors and get VDI on fullscreen

Here are a few steps for configuring two monitors for your VDI on a Windows platform:

  • Make sure you have installed the latest Citrix Receiver.
  • Log on to Telewerkportal and start a VDI
  • Click on the small bar (with an arrow) at the top of the screen. You now see the bar expanding where you see a few options.
  • Click on the icon ‘Window’.
  • Drag the Windowed screen to the middle of the two monitors.
  • Dubbel click on the upper bar of the windowed screen
  • The VDI should now be in fullscreen mode on two monitors.

Update 16/03/2015 Windows 8.1 Issues with fullscreen mode

Laptop users could experience some issues like flickerings screens or split screens in fullscreen mode. This problem is reported by Windows 8.1 users working on a laptop with high resolutions.

The problem occurs when the the text or icon size is changed. To solve this issue you could try the following:

  • Right click on the Windows start button and select ‘Control Panel’
  • Select ‘Display’
  • Here you can configure the size of Text and Icons, configure it to small.
  • There could be a message saying that you need to logoff and logon again, this is not necessary in this situation.
  • Click Apply

The problem should be solved now.

Two Monitors

Keywords: Second monitor, screen, two monitors, dual mode, fullscreen

Remove Citrix Receiver in Windows

Citrix has created a tool to remove the Citrix Receiver software completely from your Windows system.
It is recommended that you run this tool before you install the new version of the receiver.

Click the following link to download the tool: ReceiverCleanupUtility.

How to use the tool?

  1. Download the ReceiverCleanupUtility.zip to a location on your computer. For example, the downloads folder.
  2. Double-click and unzip the file to your computer.
  3. Make sure you are logged in with administrator rights on the computer.
  4. Double-click the program to start it, then click “Run” when get the message: ‘The publisher could not be verified. Are you sure to run this software?”
  5. Wait until the program is finished and reboot the computer.
  6. After the reboot the Citrix Receiver can be installed, as described on the homepage installation Telework Portal.
  7. Reboot the computer after the Receiver is installed.

If the problems are not resolved after performing the Clean-Up Tool, a new user account can be created on the computer. This new user account can then be used to connect to the Telewerk Portal. For Windows computers, this is described in the article Issues after repeated attempts of installing Citrix Receiver (Windows).

Windows 10 private device problems connection results in a 45 degreas display or the display is unreadable.

Change the display settings on you`re Windows 10 device to 1280 *768 (or a lower resolution).
(Rightklik display: Display settings / Advanced display settings / Resolution)
Start telewerkportaal en log in on a vdi.

– terug