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 – Inloggen

Inloggen

E2B: You can’t login because of a certificate validation error

E2B: You can’t login because of an error certificate validation error update or Certification Validation Failure.

Problem
Before I login i get the error certificate validation error update or Certification Validation Failure.

Solution
In this situation you can have more possible solutions:

Solution 1: 
Shut down your computer completely and start it again, wait until your computer is started completely and try to start E2B again.

Solution 2: removing the certificate
1. Open Internet Explorer
2. Go to menu: Tools – Internet options
3. Go to tab ‘Content’
4. Click the ‘certificates’ button
5. You see a certificate with your own name, select this one
6. Click the ‘remove’ button
7. Close the window, click the ‘OK’ button and close Internet Explorer.
8. Try to make a connection with E2B.
9. Click on ‘OK’ in case that the Cisco Anyconnect certificate slection pop-up appears
10. Try to connect to E2B, if this doesn’t work, restart your device and try again.

Solution 3:
If solution 1 and 2 didn’t work you could try to renew your smartcard. You will get a new certificate when you do this. Don’t forget to log on to your laptop at the office before you take the laptop home.

The desktop that you are trying to connect to is currently undergoing maintenance. Contact your system administrator.

Als je deze melding krijgt staat de werkplek in ‘onderhoud’. Alleen de Servicedesk kan jouw werkplek weer resetten of vrijgeven. Geef dan bij de Servicedesk het volgende aan: “Mijn Windows7 virtuele werkplek (VDI) staat in maintenance.”

What period of time stay sessions active?

Logged on to Telewerkportal your session will not stay open for ever.

  • When your VDI is not used for 4 hours the connection will be dropped. But your VDI session stay ’s active on the background. If you log on to Telewerkportal at this time and select your VDI, you will come back in your active VDI session. (applications still are active)
  • When your VDI is not used for 4 hours the connection will be dropped. If you don’t logon to Telewerkportal within an additional period of 5 hours the active VDI session on the background will be terminated (VDI and all applications are closed). When you logon to Telewerkportal after this time you will get a ‘new’ VDI.
Microsoft Internet Explorer 11 – Message Open/Save/Cancel

There is a chance that you get the message Open/Save/Cancel when opening/starting Teleworkportal, this can be solved. When you chose for open the message will reappear the next time when you start Teleworkportal again. Please follow the instructions below to prevent this message.

Add Rabobank to your trusted sites in Internet Explorer.

1 Select settings and choose “Internet options” in the drop menu.

openen12 Click on security

3 Click ion sites


openen24 add the following site: https://*.rabobank.nl

5 Click on “add” and then “close”


Selecteer settings again and click “Compatibility View Settings” in the drop down menu.

openen41 Add the site: rabobank.nl

2 Click “Add”

3 Clickclose”

 

Keywords: IE11, launch.ica

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

Session/connection hangs/is already opened while starting application or VDI

To resolve the issue that your session/connection is hanging or already opened while starting your application or VDI folow the appropriate work instruction.

Private devices are not supported. These instructions are provided AS IS without warranty of any kind just to get you started.

Workinstruction 1 (Screen/session hangs)

When an application or VDI hangs, this could be resolved by stopping the process of this hanging application. (use [CTRL]+[F3]).

Workinstruction 2 (Rabobank maintained deviced only)

For a Windows 7 device, check if the sleepmode in power options is not set to 30 minutes.

  • Click ‘start’
  • In the box start typing ‘energiebeheer’ / ‘power options’
  • Click ‘energiebeheerschema bewerken’ / ‘change plan settings’
  • Check if ‘De computer in slaapstand zetten’ / ‘Put computer to sleep’ is not set to 30 minutes. (is it is, contact the Servicedesk)
  • Lock the workstation with the key combination [Windows key] + [L] and remove the smartcard.
  • Wait for 10 seconds and insert the smartcard again. Press [vtrl]+[alt]+[del] an enter the appropriate pincode.
  • If needed supply the pincode for the application and continue.
Workinstructions 3 (aTelewerkportaal with private pc only)

Make sure the you are using the lateset Citrix receiver.

If the issue persists afte following the workinstructions.

– Rightclick the Citrix icon citrix_icoon or Citrix_Receiver in de Systeemtray

system_tray

and choose  “Refresh Applications” (about ->advanced -> online plugin settings -> Refresh applications)  enter your pincode when propted.

When the problem still persists: contact the servicedesk.

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.

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.

What does error message 100 or 104 mean?

The error message ‘Your login details are incorrect (error code: 100/104’) means that the combination of your Username and Access code are incorrect. Check your username, generate a new access code  and try to login again. Make sure that you have no spaces in your username, that your ‘capslock’ is turned off or that your ‘numlock’ is on.

It’s also possible that your Vasco Reader battery is low what causes a time issue which means that the time of the Vasco reader isn’t correct anymore. Replace your Vasco Reader if this is the case.

Contact the Servicedesk if the problem still exists.

What does error message 102 or 103 mean?

The error message ‘Your login credentials could not be verified (Error message: (102 or 103)” means that there is a problem with the IT infrastructure. Check the status page at selfserviceportaal to check if there is a issue with the Telewerkportal. https://selfserviceportaal.nl/en/beschikbaar-12/

What does error message 1030 mean?

There is a problem with the connection between your computer and Telewerkportal. Check the connection to the internet, configuration of your Firewall or rhe Virusscanner.
You can also try to reset your Router.

More tips to solve the issue:
– Try a different browser like Firefox/Google Chrome/IE
– Clean up your temporary internet files and cookies
– Restart your computer and try again
– Try if you can start a VDI on a different computer
– Update the drivers of your Networkcard
– Make sure you have installed the newest version of the Citrix Receiver
*Check the version of Citrix Receiver:
– Right click the (black) Citrix Receiver icon -> about -> Under version you see what version you have
– You can check what the newest version is on the Citrix website. http://www.citrix.com/downloads/citrix-receiver.html

What does error message 105, 109, 112 or 113 mean?

The error “Your login details cannot be verified (error code: 105, 109, 112 of 113)'” means that there is a issue with the Telewerkportal infrastructure. You can look at the status of Telewerkportal to see if there are known issues with the infrastructure.

What does error message 110 mean?

The error message ‘Your credentials could not be verified(error message: 110)’ means that you have an incorrect password or that you filled in a password when you don’t need an password. Try to log in without filling the password field, if this doen’s solve the issue then contact the Servicedesk.

What does error message 111 mean?

The error message ‘Your credentials could not be verified (error message: 111)’
This means that there is a problem with your Rabobank user profile, you need to contact the Servicedesk to solve this problem.

What does error message 114 mean?

The error message “Your login details cannot be verified (error code: 114)” means that you are not authorized for Teleworkportal. Contact your manager to request the right autorisation.

What means error mesage 115?

The error message ‘Your credentials could not be verified (Error code 115)’
This means that you don’t have the right autorisation for Telewerkportal. Contact your manager to order this for you.

What does errorcode 116?

Error code 116  ‘Extra verification is necessary. Logout, and generate a new access code with your Vasco reader. Please login again with the new generated Access code.’

This means that the Vasco reader needs an extra verification. In most cases this happens when you log on to Telewerkportal for the first time or if a new Vasco reader is used.

Solution: Log on to Telewerkportal again with your username and a newly generated access code.

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.

Virtuele desktop is vergrendeld, geeft Ctrl + Alt + Delete scherm of een bosje sleutels, en gaat niet verder

Virtuele desktop is vergrendeld, geeft Ctrl + Alt + Delete scherm of een bosje sleutels, en gaat niet verder.

Wanneer je een VDI opstart of weer overneemt nadat je de verbinding had verbroken en de VDI komt niet verder dan het Ctrl + Alt + Delete scherm, dan kun je het volgende doen.

  • Bovenin het scherm zie je een zwart balkje met een aantal iconen, klik het tweede icoontje aan. (Als je met je cursor erboven gaat staan zie je Ctrl+Alt+Del verschijnen).

control

  • Nu heb je een ctrl+alt+del commando gegeven waardoor je je eigen account kan selecteren om de VDI te unlocken.
  • Wanneer dit geen uitkomst bied doordat het systeem geen reactie vertoond, dien je alsnog de servicedesk te benaderen. Zij kunnen de machine overnemen met de daarvoor bestemde tooling en een CTRL-ALT-DEL versturen.
  • Mocht dit het probleem niet verhelpen dan kun je op de Telewerkportaalpagina de link “verbindings problemen?” (De link staat onder het beeldschermpje waarmee je de VDI opstart) aanklikken. LET OP: Hierdoor raak je wel je sessie kwijt en zal niet opgeslagen werk verloren gaan.

 Verbindings problemen

Wat betekent foutmelding 106 of 107?

De foutmelding ‘Uw inlog gegevens kunnen niet gecontroleerd worden (error code: 106 of 107)’ Betekent dat er centrale problemen zijn. Bekijk de status meldingen voor actuele status van het Telewerkportaal.

E2B: Common problems

E2B doesn’t make connection

Problem

When you try to connect to E2B (via WiFi) an error appears, as example:

  • The VPN client driver encountered an error
  • Due to unsuccessful domain name resolution
  • Cannot connect
  • Any other connection error

Tip

Make use of a wired internet connection instead of a wireless WiFi connection. E2B works the best with a wired internet connection. To shut down the WiFi connection follow Solution 1, step 1. In case you’re not familiar with working on a wired internet connection at home, contact your internet provider.

Solution 1: Place a network cable between your internet router and laptop:

  1. Disable your WiFi adapter via the switch on the side of your laptop. Laptop types E7450, E7440 & E5470 don’t have a physical switch! For these types use the key combination FN –PRINTSCREEN
    • In case your laptop doesn’t make connection via the network cable, follow
      Solution 2
  2. Make connection with E2B
  3. Keep the laptop 30 minutes connected to your internet router
  4. After 30 minutes close E2B
  5. Remove the network cable from the laptop
  6. Start E2B via WiFi, see step 1 for turning on the WiFi.
    • If your WiFi doesn’t start, check your WiFi connections of your home network.

In case there can’t be made any connection with your home network, contact your internet provider

Solution 2: Reboot de laptop:

  1. Turn off the laptop, via Start -> Shutdown /Afsluiten
  2. Wait 20 seconds after turning off your laptop before rebooting
  3. Reboot the laptop

If there is still no connection with E2B after the reboot of the laptop, follow Solution 3.

 

Solution 3: Reinstall E2B:

  1. Go to Start > Alle programma’s > Microsoft System Center > Configuration Manager > Software Center
  2. Go to the tab Available Software
  3. Check if E2B herstel – Herinstallatie is in the list. If E2B herstel – Herinstallatie is in the list go further to step 5.
  4. Go to the next tab Installation Status
  5. Start the installation of E2B

 If none of the above solutions work, you can’t do anything more to solve E2B. To keep working you can do two things:

  1. Go to Telewerkportaal (https://telewerkportaal.rabobank.nl/). Beware! A Vascoreader (blue device) is required. For more information go to https://selfserviceportaal.nl and follow the kiosks.
    Or
  2. Call the Cross Channel Servicedesk.
Username wrong or unknown

Check your username and generate a new access code to try again. Also check if your Caps Lock is off, if Num Lock is on and check that there are no spaces in your username. Ask your manager when you are not sure what your username is.

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.

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:

What does error message 208 mean?

The error message ‘Your login details are incorrect (error code: 208)’ means that the  Username that is used is incorrect. Check your username and try to login again.

Contact your manager if you dont’t know the username is correct.

– terug