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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.

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FAQ – Installatie

Installatie

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 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

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
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

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 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.
How to check your Citrix Receiver version (Windows)

To see what version of Citrix Receiver you have installed you could do the following:
– At the right bottom of the screen you see the Citrix Receiver icon Citrix_Receiver
– Right click on the icon and select ‘About’

about

– The number next to ‘Version’ is the current version you have installed

about(versie)

It’s always good to work with the newest version of the Citrix Receiver.
But it is necessary that you need to update if the version is below 4.1 (14.1)

See https://selfserviceportaal.nl/en/faq/hoe-verwijder-ik-de-oude-citrix-receiver/ for instructions to remove the old version.

See https://selfserviceportaal.nl/en/doe-het-zelf/ for instructions to install the newest version of the Citrix Reciever.

Are there any licenses associated with the Citrix Receiver?

No, this software is license free!

Wat betekent foutmelding Error: .NET 2.0 or later is not installed

Voor de installatie van de Citrix Reciever is een component nodig dat heet ‘.Net Framework’
Dit component kan je gratis downloaden van Microsoft.
Link naar de website van Microsoft

Wat betekent foutmelding ‘Failed protocol consitency check; Command contained invalid parameter try connect again’

Deze melding wil zeggen dat de installatie van de Citrix Receiver niet juist is geïnstalleerd. Mogelijk staan er ook 2 of meerdere versies van de Receiver op je PC geïnstalleerd. Verwijder de software van je PC en start de installatie procedure. Voor hulp bij installeren verwijzen we je graag naar zelfhulp  sectie op SelfServicePortaal

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.

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.

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).

– terug