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 1. 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 versionsof 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 willappear 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 tothis 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 toeither 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 theissue: 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 dropdown 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 onconnect. 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 theissue: 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 thedrop 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

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