LearnIT

Support

Red bullet point PRINT friendly . . . when you print this page all of the tabs will print.

Troubleshooting

If you have continued issues logging on, you are advised to remove and re-install Passport on your PC - see the information on the setting up pages.

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.

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.

The Session Manager has not established a secure connection. Check the Session Manager (small window in the bottom right corner of the screen).

If it is still on “Loading please wait…” it might be that Java is not allowing the Juniper software to run. Reinstall and configure Java - guidance for Mac users and Windows users.

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

  • Click Start

  • Click on Default Programs or Control Panel > Default Programs or Control Panel > Programs > Default Programs

  • Click on Associate a file type or protocol with a program

  • Scroll down the list and find .ica

  • You need to change the program that opens the .ica program, change this to CDViewer (under Citrix > ICA Client).

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-info' message.

This is an information message and it is normal for Internet Explorer 9,10 and 11. Click Open to launch your desktop. If nothing happens please see “Citrix attempts to launch but closes…” above.

Nothing happens when you click the Desktop icon.

  • Click Start

  • Click on Default Programs or Control Panel > Default Programs or Control Panel > Programs > Default Programs

  • Click on Associate a file type or protocol with a program

  • Scroll down the list and find .ica

  • You need to change the program that opens the .ica program, change this to CDViewer (under Citrix > ICA Client).

'Failed with status 1030' message.

This is a Java related issue, re-install and configure Java. See

the

guidance for Mac users and Windows users.

'ICA File not found' 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.

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.

'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.

Window 8 or 8.1, and problems with logging in?

Use this address to access Passport - https://passport-uat.hants.gov.uk.


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 login -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.

I'm 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.

Does Passport work with Windows 8 & 8.1?

Yes it does, bitu you will need to use this URL to log on - https://passport-uat.hants.gov.uk