METROHEALTH SSLVPN FAQ s What is the address I use to access SSLPN?... 2 What Browser will SSLVPN work with?... 2 What Operating systems will SSLVPN support?... 2 What User Name do I use on the main SSLVPN login page?... 2 What do I do with the SSLVPN Welcome Screens?... 3 Where are my options on the main SSLVPN page?... 4 How do I access Epic?... 4 How do I obtain my R number?... 4 How do I access the Application Portal?... 4 What is this box asking for an R number?... 5 Error Workstation record is not defined for Client Identifier E... 6 How do I access the PACSWeb?... 6 Error: Local Policy does not permit this activity... 6 Error: Unable to connect to Remote PC... 7 Window showing: Click to dial MetroHealth VPN.... 7 Error: This file does not have a program associated with it... 7 I m still having problems connecting is there anything else I should try on my home computer?... 8 Can I print when I am connected to SSLVPN?... 9 Error "Your session with the web server has expired, you have been logged out."9 Why can't I have other toolbars like Yahoo & Google?... 9 Page 1 of 9 Revised 12 July 2010
FAQs: Remote Access / SSLVPN What is the address I use to access SSLPN? In the Internet Explorer (I.E.) or FireFox address bar type https://sslvpn.metrohealth.org. Add this address to your Favorites list to make it easier to find whenever you want to use Remote Access. What Browser will SSLVPN work with? Internet Explorer version 6.0 or above, including 8.0 or FireFox version 3.0 or 3.5. We do not support other browsers (Google Chrome, etc ). If you had installed Google Chrome, you need to completely uninstall it before SSLVPN will work. Google Chrome interferes with SSLVPN. What Operating systems will SSLVPN support? MHS Information Services provides support for Windows XP, Vista or Windows 7 (32/64 bit). The SSLVPN will work on MAC & Linux, but support by MHS personnel is not available. What User Name do I use on the main SSLVPN login page? In the box that states Remote Access Logon for the MetroHealth System, use your MHS Network user name & password Page 2 of 9 Revised 12 July 2010
What do I do with the SSLVPN Welcome Screens? When I log into the main SSLVPN page with my Network User name & password, I then see a Welcome Screen and I also have another small window in the upper left of my screen titled MetroHealth VPN. What do I do with them? On the box in the middle of your screen that is titled Microsoft Internet Explorer, you can click on the OK button. This window will now close. The pink box in the upper left of your screen titled MetroHealth VPN will automatically minimize to your taskbar. You can minimize this browser window but DO NOT CLOSE it or you will be disconnected from SSLVPN. Page 3 of 9 Revised 12 July 2010
Where are my options on the main SSLVPN page? When I log into VPN, the only option I see on my screen is MetroHealth VPN. What happened to the other options I used to see? You have the correct view. The new SSLVPN will only have this one option. This option enables you to access your applications. Other Options may be added in the future. How do I access Epic? You can access Epic in 2 ways: o Application Portal this is the fastest way to use Epic remotely o Remote Desktop (if you have this security access) How do I obtain my R number? This was sent to you in the initial email you got when your VPN Security Request was completed. If you have lost your R number, the call center can assist you. If you did not get an R number initially but need one now, you need to submit a new security request to get one. How do I access the Application Portal? Once you are connected to SSLVPN, minimize your SSLVPN screens. Open a new browser window. In the Address bar type http://portal.metrohealth.org. You should add this address to your Favorites list too. You will now see the screen below. Page 4 of 9 Revised 12 July 2010
If you need to install the Web/Citrix Client, this screen will prompt you to download and install the client. See the Installation Instructions for more detail. Once you have logged in, click on one of the links on the next screen. You can use the Epic or Keane link to go directly to one of those applications. You can get to Lawson in the Financial Applications folder or you can click on the link labeled MHSRemote to open a clinical desktop. Once you are at the VPN Clinical Desktop, you can access any of the applications available on a MetroHealth clinical computer. To access Epic, double-click on the Epic folder and then on the Hyperspace shortcut. What is this box asking for an R number? The R number identifies your computer to the Epic software and allows you to log into that application. This is the R number box that will appear when installing the Web/Citrix Client. Enter your assigned R number in this box. Page 5 of 9 Revised 12 July 2010
Error Workstation record is not defined for Client Identifier E I am trying to use EPIC Hyperspace & receive the error Workstation record is not defined for client identifier E. Please contact your system administrator. This error indicates that Epic is not recognizing your R number or you do not have one. This fix works for your current session only. You will need to repeat it each time you want to use Epic unless you phone for assistance. This could indicate that you have not installed the Web/Citrix Client, which is needed to access Epic. Log off the Clinical Desktop & the Application Portal. Enter the Portal address in the address bar to return to the login screen. Before you enter your user Name & password, look to the right hand side. Do you see a yellow yield sign? Do you see an item that you can click on stating ICA Web Client for.. If yes, click on this item to download the Web/Citrix client. If you did download the Web/Citrix client, you may not have entered your R# when prompted. If you did not enter it, you can manually enter in the following way. Open MHSRemote How do I access the PACSWeb? Open My Computer Open the O Drive Open the Epic.cli file Change the line to say Client ID=R****** (where you enter your personal R #) Save changes If you continue to receive this error after the above, contact the IS Call Center & we will have the VPN team assist you. Minimize your SSLVPN screens. Open a new browser window. In the Address bar, type PACSWEB. Error: Local Policy does not permit this activity While trying to connect using Remote Desktop, I receive an error Local policy does not permit this activity. This indicates that you do not have the proper security for Remote Desktop. To obtain access, you need to submit an Electronic Security Request. To access via VPN without Remote Desktop, use the MHS Portal. Page 6 of 9 Revised 12 July 2010
Error: Unable to connect to Remote PC. While trying to access the MHS Desktop via SSLVPN, I receive the following message Unable to connect to Remote PC. That usually indicates that the PC you want to connect to is turned off. A PC must be turned on for you to connect remotely. Note: A power outage could have occurred and your computer did not turn back on automatically. Window showing: Click to dial MetroHealth VPN. When I try to access the Application Portal, I receive the following window with a link that says Click to dial MetroHealth VPN. What is this? This indicates that you accidentally opened up the VPN navigation bar and clicked on Network Access on the left-side. To access the Application Portal, click on MetroHealth VPN, which is listed under Network Access. Click here Do not click here. This navigation bar is closed by default Error: This file does not have a program associated with it When I access the Application Portal, I am receiving an error message that states The file does not have a program associated with it for performing this action. Create an association in the Set Association control panel. My only option on this window is OK. Page 7 of 9 Revised 12 July 2010
This indicates that the Web/Citrix client was not installed. Log out and go back to the main Application Portal log in page, and read the messages at the right of this screen (prior to logging on). Note the yield sign showing that the web client needs to be downloaded. You must click the link to download and install the client. I m still having problems connecting is there anything else I should try on my home computer? On some computers, there may be stored files that interfere with SSLVPN. If you are still having problems, try the following before you phone the call center for assistance. Open Internet Explorer Go to the Tools menu Select internet options Go to the Delete section Delete all cookies and temporary internet files Close out of all the screens Close Internet Explorer Page 8 of 9 Revised 12 July 2010
Then restart Internet Explorer and try to connect again to the SSLVPN Can I print when I am connected to SSLVPN? If you are using Remote Desktop, you can print to your MetroHealth printer. You cannot print to your home printer. If your documents are confidential, you should wait until you have returned to your office before you print them. If you are connected to the Application Portal, you cannot print Epic prescriptions or other documents managed by the Epic software on your home printer. You need to wait until you return to MetroHealth before you try to print from Epic. If you are connected to the Application Portal, you can print GroupWise messages and other similar Windows print jobs to your home printer if it is connected directly to your computer (a local printer) and if the correct printer drivers are installed on the MetroHealth print server. If your home printer is on a network, you will not be able to print to it. Error "Your session with the web server has expired, you have been logged out." There is an SSLVPN 30 min time out, so after 30 minutes of inactivity you will be logged out. Why can't I have other toolbars like Yahoo & Google? Other toolbars install software items that will interfere with your SSLVPN. For example, Google toolbar has built-in pop-up blocking software. Disabling this toolbar does not disable the pop-up blocking software you have to completely uninstall it. If you are having problems installing or accessing via SSLVPN, remove other toolbars. If you have any questions or are still experiencing difficulty connecting, please contact the Call Center at 216-957-3280. SSLVPN/Remote Access support hours are Monday Friday, 8:00 AM to 5:00 PM. Page 9 of 9 Revised 12 July 2010