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Troubleshooting

NB IE10 is not officially supported at this time - if you have downloaded it, use Internet Explorer's compatibility view to retain IE9's behaviour  (click on Tools in top right of the screen, select F12 developer tools, in the window at the bottom of the screen select Internet Explorer 10 Compatability View).

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If you have Windows 7, you may see some additional screens the first time you log in.

If you have Internet Explorer 7 or 8 installed, please refer to the Troubleshooting with IE7/8 page.

If you have Windows Vista, please also see additional information in Troubleshooting with Windows Vista.

Please Note: Passport will not work with newer browsers (eg Google Chrome Beta) -we recommend that you retain Internet Explorer for use with Passport.

LightbulbTIP If you are having problems with Passport, you can use Outlook Web Access to access your Outlook account - this is available to anyone who has a Hantsnet sign on and access to an internet connection.

Problem/Error message

Solution

'Access to the website is blocked by your Administrator please notify your system Administrator' message.

Set date.

Clear temporary Internet files:

  • open Internet Explorer
  • click on Tools then Internet Options
  • see Browsing History on General tab.

'Cannot connect to the Citrix xen app server there is no Citrix configured on the specified address' message.

Input https://passport.hants.gov.uk in Internet Explorer (see below) and your Anti Virus software as a trusted site:

  • open Internet Explorer
  • click on Tools then Internet Options
  • click on Trusted Sites then Sites – copy and paste https://passport.hants.gov.uk,
  • click Add then Close.

Citrix attempts to launch but closes (the window flashes up and disappears quickly).

Check Internet Explorer for settings (trusted sites and prompting).

Citrix is trying to validate against attached devices (internal/External) such as USB keys, 3G cards (especially old 02 Aircards) and memory card readers.

Update your device drivers or remove and replace.

'Dana' message.

When you see this message:

  • click on the 'Save' option and save the file to the desktop
  • right click on the file and select 'Open With'
  • browse to C:/Programs/Citrix/wfcrun32.exe.

Nothing happens when you click the Desktop icon.

If there is an exclamation on the message tab read it for useful advice (usually you will need to save and run Citrix).

'Failed protocol consistency check' message.

Input https://passport.hants.gov.uk in Internet Explorer (see below) and your Anti Virus software as a trusted site:

  • open Internet Explorer
  • click on Tools then Internet Options
  • click on Trusted Sites then Sites – copy and paste https://passport.hants.gov.uk,
  • click Add then Close.

If this fails re-install Citrix.

'Failed with status 1030' message.

Input https://passport.hants.gov.uk in Internet Explorer (see below) and your Anti Virus software as a trusted site:

  • open Internet Explorer
  • click on Tools then Internet Options
  • click on Trusted Sites then Sites – copy and paste https://passport.hants.gov.uk,
  • click Add then Close.

Also clear cache:

  • go to Control Panel and click on Add or Remove software (Vista & Windows 7 with be under Programs and Features then Uninstall)
  • remove all Juniper software
  • when you log back into Passport Juniper will automatically re-install and clear your cache, removing any errors.

'ICA File Does not contain an address or device name entry' message.

Clear temporary Internet files:

  • open Internet Explorer
  • click on Tools then Internet Options
  • see Browsing History on General tab.

Shut down and restart your computer.

'ICA file not found' message.

Clear temporary Internet files:

  • open Internet Explorer
  • click on Tools then Internet Options
  • see Browsing History on General tab.

'IE has closed this web page to help protect your computer. A malfunctioning or malicious add on has caused IE to close this web page' message.
  • Open Internet Explorer
  • Click on Tools then Internet Options
  • Go to the Advanced tab
  • Under Security find Enable memory protection to help mitigate online attacks and remove the tick
  • Click Apply and OK and close.

Java in Firefox prompts to save the download.

When you see this message:

  • click on Save
  • double click on the saved file
  • wait for it to install, there will be a slight delay before it starts.

'No route to specified subnet' message

You need to install software for XP Service Pack 2:

  • go to the Microsoft website
  • find the heading Resolution
  • click Download the Update for Windows XP..........link and follow the instructions
  • when download is complete, log off your computer and logon again

Nothing is happening.

Clear temporary internet files:

  • open Internet Explorer
  • click on Tools then Internet Options
  • see Browsing History on General tab.

Remove Juniper software & re-install:

  • go to Control Panel and click on Add or Remove software (Vista & Windows 7 with be under Programs and Features then Uninstall)
  • remove all Juniper software
  • when you log back into Passport Juniper will automatically re-install and clear your cache, removing any errors.

Security certificate errors

Remove Citrix software and re-install.

Session manager not loading.

Java has not been installed - see instructions for installing Java) or is corrupt (remove Java from your PC and re-install)

Pop-ups have not been allowed - see Settings tab.

'System Error Please sign in and try again .  If the problem continues, please contact your system administrator' message.

Reset Internet Explorer to default settings and then & re-check settings.

Unable to launch application.

Clear temporary internet files:

  • open Internet Explorer
  • click on Tools then Internet Options
  • see Browsing History on General tab.

White Internet Explorer page.

Run cache cleaner:

  • go to Control Panel and click on Add or Remove software (Vista & Windows 7 with be under Programs and Features then Uninstall)
  • remove all Juniper software
  • when you log back into Passport Juniper will automatically re-install and clear your cache, removing any errors.

'wfrun32 Error' message.

Change temporary Internet files settings:

  • open Internet Explorer
  • click on Tools then Internet Options
  • go to General tab and click on Settings button against Browsing History
  • under Temporary Internet Files select Every time I visit the webpage
  • click OK and OK.

Return to top of page

Return to Passport home page

 

Tips

The following points outline the best practice for using the Hantsnet Passport service

  1. Never leave your Hantsnet session unattended and unlocked.

  2. Never give your username and/or PIN out to anybody - the electronic token is an individual asset and this asset is your responsibility.

  3. Never leave the electronic token lying around.

  4. If you intend to be away from your workstation for any length of time, log out of Hantsnet and sign out of the secure web page.

 

Frequently Asked Questions (FAQs)

What is Passport?

You can use Hantsnet Passport to access Hantsnet  from your home PC or at a remote site. For more information see the Passport page.

What do I need to access Passport at home?

  • A Hantsnet userID and password.
  • A computer with a minimum of 256 Mb RAM, 250 Mb free hard disk space, Windows 7/XP/Vista/2003/2008/2008R2, Antivirus, firewall and anti- spyware package as minimum for security.
  • An internet connection, broadband recommended.*
  • Plus see the information in Setting up.

What is the Passport token for?

You use this to generate a PIN to log into Passport.

Do I need any special software on my computer?

You will need Internet Explorer and Citrix - for more information see Software you need.

Can I use Passport with my current computer set-up?

You do need to check that your computer meets all of the minimum requirements (see bulleted list above) and that you have Internet Explorer and Citrix installed as detailed in the Setting up page.

When I logon to Hantsnet Passport, it won't accept my normal Hantsnet password, why?

You need to use the PIN you were emailed and your Passport token to logon to Hantsnet Passport, see the 'Log in' tabs on the Using Passport page for more information.

Can I use Password Manager with Passport?

Password Manager can be only be used within Passport once you've logged into Passport. So it can be used if you've locked your Hantsnet session (or you've been locked out automatically after 15 minutes) and you cannot remember your password or want to change your password. Password Manager cannot be used if a user has forgotten their password before logging in (as users do not see the Hantsnet log-in screen).

The screen freezes while logging in - what do I do?

Refer to the troubleshooting guidance.

I'm not seeing any pop-ups - what should I do?

Refer to the troubleshooting guidance.

Nothing is happening when I click on the Desktop icon

Refer to the troubleshooting guidance.

What should I do when asked if I want to install Citrix software?

You do need to install Citrix software when prompted as it is required to use Passport, see the information on installing Citrix software.

Do I need to log off in a particular way?

Yes, follow the process in the Logging Off tab on the Using Passport page.

I've made a change to the computer where I access Passport and now I can't get log in to Passport - what should I do.

Check that the new settings on your computer will allow you to access Passport, see the information on the Setting up page. Also see the troubleshooting guidance for specific issues and messages.

Can I share a Passport token?

No, with the single sign on process the token is unique to each individual user ID. Staff who wish to access Hantsnet remotely will need to request the Hantsnet Passport service through their normal channels.

I'm getting an invalid username/password message when I try to log on?

You may have locked your Passport account. You have 3 attempts to enter the correct Passport token number -if you do not get it correct in 3 attempts you will lock your Passport account and need to contact Help Desk (01962 847000) NB. The 3 failed attempts are accumulated over any period of time, so if you fail twice and then log on successfully, the next time you are unsuccessful, your account will be locked.

If you use passport at home on a broadband internet connection does it affect (or is it affected by) the download limit that mobile contracts have (ie you get charged if you download more than your contracted amount)?

The use of Passport at home will use resources and does download information in a similar way to any other form of web browsing.

If you have limited download capacity on your broadband contract (ie it is a mobile broadband connection with limits on download) then you need to be aware that if you work for extended lengths of time on Passport that it may cost extra on your contract (it is the length of time and amount of activity, typing or mouse movement, that will use up your download capacity). You will not be able to reclaim the cost as Hampshire do not require that you work at home.

If it is convenient for you to work at or nearer to home for extended periods of time, then you may want to consider either reviewing the type of broadband access you have so that limits do not apply, or making use of 'drop-in' facilities instead.

Im using IE10 and passport doesn't work properly.

IE10 is not officially supported at this time. If you have downloaded IE10 then use Internet Explorer's compatibility mode' to retain IE9's behaviour