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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.

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 – Mac

Mac

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 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 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

Mac OS X Mavericks 10.9 multiple displays

Het instellen van een tweede beeldscherm op Mac OS X Mavericks:

  • Open ‘preferences’ on you iMac
  • choose ‘Mission Control’
  • Uncheck [Displays have separate Spaces].
  • Reboot your computer.
  • Start telewerkportaal.
  • Make sure that telewerkportaal is ‘windowed’.
  • Drag the window to the center of the displays.
  • At the top op the display in the menubar for Citrix Viewer choose ‘View’
  • Select ‘Full Screen’
  • When your wallpaper is not visible on the entire screen, you need to select the appropriate choice under Picture position. Click the arrow and choose whether to crop the picture to fill the screen, fit the picture to the screen, stretch the picture to fit the screen, tile the picture, or center the picture on the screen.
  • click Save changes.

Please also see:

http://support.citrix.com/
http://windows.microsoft.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

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 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.

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.

What does error ‘Connection Interrupted’ means?

This error message appears in case your device doesn’t have a stable connection. Most often this is caused by the fact that you are working wireless and you are to far gone from your accesspoint. Advise is to work closer to the accesspoint or to make use of a cable connection.

Suggestions for your device:

    • Disable the audio in your VDI when having regular disconnects
    • If losing the internet connection the moment you make the connection to the VDI. (click on the VDI icon within the telewerkportaal portal) you should reset your home router
    • Install the latest Citrix Receiver, at the startpage on https://selfserviceportaal.nl you can find the work instruction you need
Error: Not a privileged user.

In some cases you can get the error message “Error: Not a privileged user” when your session has expired and internet browser is still open. See the image below.

not a privileged user

Refresh the page and the error will disappear. At this moment we are working on an update to solve this issue.

Wat betekent foutmelding SSL 38?

Bij deze foutmelding gaat er iets niet goed met de verbinding tussen je computer en het Telewerkportaal.
Verwijder in je browser alle Cookies en Tijdelijke bestanden.
Herstart je browser en log opnieuw in.

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.

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:

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.

– terug