Having issues with Spectrum Health Connect? Please see below for solutions to common issues:

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1 Having issues with Spectrum Health Connect? Please see below for solutions to common issues: How to log in to Spectrum Health Connect for the first time How to resolve SSL errors when launching applications in Spectrum Health Connect How to resolve Citrix issues When do I use Webmail vs VPN vs connect? For any issues not listed above, please call the Help Desk at

2 How to Log in to Spectrum Health Connect for the first time There are two tasks that need to be completed before you can access Spectrum health Connect. 1. Set up your One Time Password Account by following the instructions found by clicking this link. 2. Download Citrix Receiver Note: If you are using a computer that runs on a Windows operating system, we recommend that you use the internet browser Mozilla Firefox or Internet Explorer, due to the fact that new versions of Chrome are not compatible with Citrix Receiver. If you are using a computer that runs on an Apple operating system, we recommend that you use the internet browser Mozilla Firefox or Safari. Citrix Receiver does not work on the following devices/platforms: Chromebooks, Android tablets/phones, Windows RT tablets, and Linux computers. Installing Citrix Receiver: a. Go to b. This will bring you to the Access apps and desktops on any device page. From here you will click the blue Download Receiver box. c. This will bring you to a thank you for downloading page. Depending on the internet browser, different messages will appear: Internet Explorer: a box that will ask you to run, save, or cancel will appear you want to Run. Firefox: a Save window will appear, you will save the file. Safari: Safari will install automatically. Chrome: a Save window will appear, you will save the file. After the download is finished, various things may happen depending on the browser you are using. Internet Explorer: a message should appear asking for you to Allow the following program to make changes to your computer. You will want to say Yes to this message. Chrome: either the Do you want to run window will appear or you will need to click on the Download window in the bottom

3 left and select Open. After you click Open the Run window will appear. Firefox: click the button that looks like a down arrow in the upper right, and then click on the Citrix Receiver download. Safari: click on the button that looks like a down arrow in the upper right of the page. Then click on the Citrix Receiver download. After the Citrix Receiver file is open an Installation window will appear. The window appears different based on the computer you are using, but will ask you to do the same thing. a. For a Windows computer you will click on the option Next. For an Apple computer you will need to click Install Citrix Receiver and then Continue. b. You will need to Agree to the License agreement. c. Then you will click Next or Continue. d. You should then get the option to Install. Click Install. e. After Citrix is finished installing, you will be given the option to either Add Account or Finish. You will click Finish. Now that Citrix Receiver is installed. You will need to restart your internet browser. Citrix Receiver on an ipad: 1. Go to the App Store 2. Search for "Citrix Receiver for ipad" 3. Download the App and wait for Citrix Receiver to install. Once the application is installed, you will log onto Spectrum Health Connect using the Logging onto Spectrum Health Connect steps. Once you log into Spectrum Health Connect and you are in an application there is a drop-down bar in the top center of the screen which will allow you to bring up the keyboard for text entry and additional options. **If you experience complications or have any questions please call the IS Help Desk at **

4 Accessing Spectrum Health Connect: 1. Go to 2. If you are not automatically directed to the Log on screen, do NOT click the green Install button. Please click the Skip to log on option under the Install button. 3. Enter your network username and password. 4. A new screen will appear asking for Passcode. Please enter the One Time Password you receive. 5. This will bring you to a screen with several icons for the applications that you have been granted the rights to use remotely. For options like API and benefits, you will want to use the Spectrum Health InSite icon. 6. Please note that applications used through Spectrum Health Connect can take from seconds to load. If you are using Mozilla Firefox, Internet Explorer, or Safari and the applications are not loading, please reference the troubleshooting steps at the end of this document. **If you experience complications or have any questions please call the IS Help Desk at

5 How to Resolve SSL errors when launching applications in Spectrum Health Connect If you currently have windows XP machine, you will need to download an update for your computer in order to eliminate the SSL errors. 1. Please click on the following link and follow the instructions on the page to download the appropriate update:

6 How to Resolve Citrix Issues Troubleshooting for Firefox: If you are using Firefox and the applications are not opening on the Spectrum Health Connect page, you can try the following steps to address the issue: 1. Click on the Options button (3 horizontal lines in the upper right hand corner). 2. Click on Add-ons. 3. Click on Plugins on the left side of the open window. 4. Look for Citrix Receiver and choose Always Active from the drop down menu on the right hand side of this window. The settings will save automatically so you can exit the Add-ons tab. Now you are ready to try opening the applications on Connect. Troubleshooting for Internet Explorer: 1. Click on the Tools icon in the upper right corner. 2. Select Internet options

7 3. Select the Security tab. 4. Select the Trusted sites icon. 5. Click on the Sites button. 6. Make sure is added. 7. Click Close. 8. Click OK. 9. Click on the Tools on top left next to Help and select Compatibility Mode settings. 10. Make sure spectrum-health.org is added. 11. Click close. Troubleshooting for Safari: If you are using Safari and the applications are not opening on the Spectrum Health Connect page, you can try the following steps to address the issue: 1. Open the Safari browser. 2. Click on Safari in the upper left. 3. Go to Preferences. 4. Click on the Security tab. 5. Make sure that Allow Plug-ins is checked. 6. Click on Manage Website Settings. 7. Click on Citrix Receiver Plug-in and choose Allow Always from the drop down menu on the right side of the window.

8 If none of the above troubleshooting steps work: Try re-downloading Citrix Receiver by clicking this link: **If you experience complications or have any questions please call the IS Help Desk at **

9 When do I use Webmail vs VPN vs Spectrum Health Connect? Webmail should be used when you are only planning on accessing your remotely. VPN should be used when you are logging in remotely from your Spectrum Health issued computer. Hint: If it is a Spectrum Health computer it will have an asset tag (Computer Name) that starts with SH. Spectrum Health Connect should be used if you need to access more than just , and you are using a device that is personal, or that was not issued by Spectrum Health.

10 Options for Receiving your Passcode When you are attempting to access Spectrum Health resources from a remote location, you will be required to enter a passcode. In order to receive or generate that passcode, you will need to register via one of the options below. NOTE: Please do not register for more than one of these options. Choose how you receive your code Option 1: Smartphone Application - VIP access for smartphone is free to download from the app store on your smartphone or tablet device. Use the 6-digit code that is generated to login to Cisco AnyConnect. Click here for instructions on how to register your smartphone Option 2: Desktop Application This software credential is a free download and sits on your desktop. When you need to retrieve a security code, open VIP Access and copy the 6 digit security code, and paste it into security code field. Click here for instructions on how to register your VIP Desktop application for Windows Click here for instructions on how to register your desktop application for Mac Option 3: Text message on your phone (SMS)

11 VIP Authentication Service generates and delivers a security code to your mobile phone through the short message service (SMS) texting. Click here for instructions on how to register to receive your code via SMS text If you have any issues with any of these options or if you have questions, please contact your IS Support Team: Delivery System IS Help Desk: (616) Insurance IS Customer Support: (616)

12 How to register the VIP Smart Phone Application 1. Download VIP Access: NOTE: If you already have the VIP Access application on your device, skip to step 2 below. a. Go to the appropriate app store on your smartphone and search for VIP Access. b. Download the application. 2. Login to the Self-Service Portal: Follow this link to go to the VIP Self Service Page: a. If you are on the Spectrum Health network, please skip to step 3 below b. Use your Network username and password (this would be the same as what you use to sign in to your or your computer) to login. c. Click Sign In. 3. Select VIP Credential a. Click Select to begin registering your VIP Credential.

13 4. Open the VIP Access application on your smartphone. a. In the Credential Name Field, put a simple identifier that you can remember for the device you are registering (i.e. My iphone or Smartphone ) b. Enter the Alphanumeric ID located at the top of the smartphone app, into the Credential ID field c. Launch the VIP app in your smartphone and enter in the 6-digit security code in the Security Code Field d. Once you have entered the Security Code, click Submit.

14 How to register the VIP Windows Desktop Application 1. Download VIP Access NOTE: If you are accessing this using your Spectrum Health issued computer, you do not need to download anything. Launch the Symantec VIP application from your start menu and skip to step 2 below. Also, if you already have VIP Access on your device, skip to step 2 below. a. Follow this link to retrieve your VIP Access for desktop: Click here! b. Select Download for Windows c. At the bottom of the internet browser window, select Run to run the VIP Access setup install that should pop up. d. Click Next. e. Click the option to Accept the terms and click Next.

15 f. Click Next for the file location. g. Select Install. h. Click Finish. i. Open VIP Access. (An icon should appear as installed on the machine).

16 2. Login to the Self-Service Portal: a. Follow this link to go to the VIP Self Service Portal: b. If you are on the Spectrum Health network, please skip to step 3 below c. Use your Network username and password (this would be the same as what you use to sign in to your or your computer) to login. d. Click Sign In. 3. Select VIP Credential - Click Select to begin registering your VIP Credential. 4. Open the VIP Access application on your computer.

17 a. In the Credential Namefield, put a simple identifier that you can remember for the device you are registering (i.e. My iphone or Smartphone) b. Enter the Alphanumeric ID located at the top of the VIP Access App, into the Credential ID field c. Enter the 6-digit security code in the Security Code field d. Once you have entered the Security Code, click Submit.

18 How to register the VIP Mac Desktop Application NOTE: If you already have the VIP Access application on your device, skip to step 4 below. 1. Click here to go to the Symantec VIP Access site. 2. Select Download for Mac in your browser. 3. Install VIP Access. a. In your downloads, click on the VIP_Access.dmg file.

19 b. Double click on the VIP icon to open VIP Access. NOTE: If you get a warning message select Open. c. VIP Access will then open on your desktop.

20 4. Login to the Self-Service Portal. a. Click here to go to the VIP Self-Service Portal. b. If you are on the Spectrum Health network, please skip to step 5 below c. Use your Network username and password (this would be the same as what you use to sign in to your or your computer) to login. d. Click Sign In. 5. Click Select to begin registering your VIP Credential. 6. Complete the credential registration form by opening VIP Access on your Mac desktop. (Downloaded in steps 1-3.) A. In the Credential Name Field, put a simple identifier that you can remember for the device you are registering (such as My desktop or My laptop, etc.). B. Enter the Alphanumeric ID from your VIP Access desktop application in the Credential ID field in your web browser. C. Launch the VIP Access app and enter in your unique 6-digit security code in the Security Code field. D. Once you have entered the Security Code, click Submit.

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22 How to register for VIP SMS Texts 1. Navigate to 2. If you are on the Spectrum Health network, please skip to step 8 below. 3. Enter your Network User ID and Password. 4. Click Sign In. 5. On the next screen if more than one phone number appears, be sure to select the radial button for your mobile number. Click Continue. 6. Enter the security code provided to you from the text on your mobile phone. NOTE: The security code comes from a six digit number, you must open your text message if needed to get the actual security code. 7. Click Sign In.

23 8. Select the SMS (Text Message) option by clicking on the orange SELECT button under the SMS Phone photo icon. 9. On the Credential Name field type in a name for your SMS Credential such as your name and type of phone (John s iphone for example). 10. In the Credentialed ID textbox, type in your 11 digit mobile number including the 1 and area code (1xxxxxxxxxx). 11. Click Send. This will send your device a text message containing a security code that is needed for the registration. 12. Type the six digit Symantec VIP security code from the text you received on your phone. **If you do not receive the code, you may have forgotten the 1 in front of the number. Please try again. If the issue persists, please contact support.**

24 13. Click Submit. NOTE: The security code comes from a six digit number, you must open your text message if needed to get the actual security code. 14. Your mobile phone is now registered. Click Sign Out to log off and exit.