Providing assistance relating to the Virtual Workplace for remote access.
Please select a category for assistance:
Unable to open application icons
Web Browsers: Internet Explorer, Firefox, Safari, Chrome, etc.
When you use the above web browsers, make sure you add carefirst.com to the trusted sites following the instructions below.
Internet Explorer 11 is CareFirst's currently supported web browser.
How to add Internet Explorer Trusted Sites
At the Citrix Login \ Internet Explorer window, perform these steps
(1) Select Tools -> Internet Options -> Security Tab -> Trusted Sites -> Sites and add this web site
http://*.carefirst.com
(2) Close and re-open the IE window
How to check Internet Explorer version
Some PCs have two versions of IE, 32-bit or 64-bit, based on the Windows OS version.
If you have "C:\Program Files\" and "C:\Program Files(x86)" in Local Disk(C:) on your PC, make sure you are
using the 32-bit version of Internet Explorer which is located under "C:\Program Files(x86)\".
If you only have the "C:\Program Files" folder on your PC, this problem does not pertain to you.
Re-install Citrix Receiver \ Client on Home PCs only
If you get prompted to save the .ica file when opening Citrix application icons,
follow this procedure to remove and re-install the Citrix Receiver \ client on your PC.
Note: Desktop Services supports Citrix client issues on CareFirst PCs.
Application Errors \ Issues
Versions of Software in Citrix
Applications in Citrix get updated in conjunction with CareFirst PCs.
If the application version is out of date in Citrix, a service request should be submitted to IT Server Operations and Desktop Services.
Access to a network folder under corporate shares such as R, S and T
Access to corporate shares are handled by Information Security. A service request should be submitted to them.
You can login to Citrix but cannot access applications
Access to applications are handled by the Information Security Team.
A service request should be submitted to them.
Applications do not work in Citrix and on the Desktop
Applications that do not work both in Citrix and Desktop platforms, indicate an issue within the application.
A Service Desk ticket should be created and assigned to the team that owns the application.
Internet Connection Issues
How to Check Internet Connectivity from your home to CareFirst
In order to check the internet connectivity from your PC, open Internet Explorer from Start -> Programs before logging into Citrix.
1. Verify you have a stable internet connection by viewing news sites
2. You can also check your internet speed here
To resolve internet connection issues, contact your Internet Service Provider (Comcast, Verizon, etc).
*Please note the location of your Modem Router if you are using a wireless connection, as well as the number of devices connected could have impact on the quality of your service.
Refer to the following diagram:
Click Here
Associate Page (http://associate.carefirst.com/)
If you are having a problem opening http://associate.carefirst.com or
http://www.carefirst.com, but other sites open fine, report the problem to the CareFirst Service Desk.
Providing all the following information in tickets is critical to resolving the issue without delay.
1. Network Login ID:
2. What is your call back phone #
3. Are you using a CareFirst owned computer, or personal? If CareFirst, what is the asset tag #
4. What operating system is the computer you are working on? (Windows 8, Windows 7, Vista, XP, etc.)
5. Are you accessing the internet via a wireless connection?
6. What is the exact name of the application icon in Citrix that you launched:
7. Has this ever worked (if yes, when?):
8. Citrix Server: ( To get this information (a) Right click on Citrix icon (Black square in the system tray, which is in the lower right corner
of your PC screen near the Date & Time) (b) Select Connection Center)
9. Please describe the error message or problem (attach screen image if available): (To get screen image of the error,
press PrtScn key on your keyboard and then open MS word or WordPad document and do Edit -> Paste. You can attach this with the ticket)
Service Desk's Self Service
When you are in the office or logged into Citrix, you can utilize Self Service to quickly report the issues
New Citrix Users
If you require Citrix access please refer to the following document Click Here
*Please note, limited support will be provided to any device not owned by CareFirst