FAQ and Help Center

Providing assistance relating to the Virtual Workplace for remote access.

Please select a category for assistance:

  • Accessing Work Files & Applications

    • Application Listing

      Each associate has a specific profile and has been assigned specific applications. There is a chance that a co-worker may have access to something that you don't. If you are a CareFirst employee, please submit a standard (not remote access) Service Request through the Service Request Lotus Notes database, in order to have additional applications added to your Virtual Workplace.
    • What applications are available through the Virtual Workplace?

      Please see the Service Request Lotus Notes form for a listing of applications. The applications will not be listed here for security purposes.
    • What if I need an application that I don't see on the Lotus Notes Service Request form?

      You may submit a Service Request to have the application added to the Virtual Workplace. It will be added for installation based on testing, priority, and number of users that need the application.
    • File - Open dialog box

      Do you know that if you open MS Word or MS Excel and click File - Open, a dialog box will pop-up that is very similar to "Windows Explorer" or "My Computer". After you click File - Open, under "Files of Type", select "All files". Use the right click menu to copy, cut, paste, rename, and move files.
    • H: R: S: & T: drives

      You can access your H: R: S: and T: drives by opening one of the applications, like MS Word or MS Excel, click File - Open, and select the drive letter from the top. Your access is the same through the Virtual Workplace as it is in the office.
    • Creating Shortcuts

      Sometimes associates need to access files that are located several directories deep. Use the "Create Shortcut" utility that is in your application list to create a shortcut to a directory. Once you create the shortcut, when you click File - Open in any Microsoft Office application, you will see the shortcuts you created immediately. Your shortcuts get created in your Z:\Shortcuts folder.
    • Performance Improvement

      The Virtual Workplace webpage uses a "plug-in" to communicate with CareFirst systems. Each version of the plug-in that's released, provides more consistent and seamless connections. Software bugs are fixed from version to version. Having the latest release installed ensures you have the most current fixes. Keep an eye on the bottom of the homepage to see an announcement when there is a new plug-in. You will want to download it!
  • Error Messages

    • You get a message stating that the network connection has been interrupted. This may occur repeatedly every 2 or 3 minutes while working. It may also occur when you leave your session(s) idle for 10 or 15 minutes

      Two possible solutions:
      1. You are using a wireless router at home and the wireless connection may have a problem. Bypass the router by using a LAN cable connected directly from your computer to the DSL or Cable Modem/Router
      2. You may be using cellular broadband service such as "Verizon BroadBand/National" service. Your connection strength may be below 3 bars. Try moving your laptop to a location where you consistently get at least 3 bars for signal strength.
    • You put in your Username & Password and receive your list of applications. when you click on an application, you receive an "SSL" error.

      There are several different types of SSL errors.

      Two possible solutions:
      1. Go to Home Page and download the "plug-in" from the "First-Time User" section. Restart Internet Explorer and try again. OR
      2. Internet Explorer users: download the latest version of IE: Download here
    • You open Lotus Notes and receive the following error:
      Unable to create locations due to error. This database is currently being used by someone else....."

      or

      "This database is currently being used by someone else. In order to share a Notes database, all users must use a Domino Server instead of a File Server."

      or

      "You cannot use the admin program while domino server is running.."

      You must have Lotus Notes open in another place, for example on your office PC. You can only have Lotus Notes open in one place at a time. Please close your other session of Lotus Notes to prevent this error.
    • You try to connect to associate.carefirst.com and get the following error:

      "Error 403.5 Forbidden SSL 128 required."

      Your version of Internet Explorer must be upgraded so it can support the high security encryption that this web site provides to protect CareFirst. Please see the "high encryption" link on the homepage to ensure your version of Internet Explorer is compatible.
    • When you click on an application on the Virtual Workplace, you are prompted to save an ".ICA" file, ".ASP" file, or "launch.asp"

      Please install the "plug-in" from the Home page
    • Cannot get to associate.carefirst.com (page not found)

      1. Browse to www.yahoo.com. If you can access this page you are connected to the Internet. If you cannot access this page then you have a problem with your Internet connection - please try dialing into the Internet again.
      2. Browse to www.carefirst.com. If you can access this page, the CareFirst network connections are working. If you completed Step 1 successfully, but cannot get to www.carefirst.com, the CareFirst network is having problems.
      3. If you can access www.carefirst.com, but cannot access associate.carefirst.com, the Virtual Workplace is having problems.
    • You try to launch an application after logging into Citrix and get this error:

      "Cannot connect - Proxy server failed"

      In Internet Explorer, click "Tools" - "Internet Options" - "Connections" tab. Under "LAN Settings", uncheck the box that says "Proxy Server"
    • You try to launch an application after logging into Citrix and get this error:

      "Error: ICA File not found"

      Two possible solutions:
      1. In Internet Explorer click Tools > Internet Options > Select the Advanced tab > Beneath the Security section of options, uncheck the option called Do Not save encrypted pages to disk. OR
      2. In Internet Explorer click Tools > Internet Options > Select the General tab > In the Temporary Internet files section of options, click the "Delete Files" button. You may also want to click the Settings button to decrease the amount of disk space to use for the Internet cache.
  • ISP & Internet Browser Compatibility

    • File - Open dialog box

      Do you know that if you open MS Word or MS Excel and click File - Open, a dialog box will pop-up that is very similar to "Windows Explorer" or "My Computer". After you click File - Open, under "Files of Type", select "All files". Use the right click menu to copy, cut, paste, rename, and move files.
    • H: R: S: & T: drives

      You can access your H: R: S: and T: drives by opening one of the applications like MS Word or MS Excel. Click File - Open and select the drive letter from the top. Your access is the same through the Virtual Workplace as it is in the office.
    • What are my options for connecting to the Virtual Workplace? Do I have to "dial-in" to CareFirst or be on the CareFirst network?

      You can connect to the Virtual Workplace from any Internet connection. This could mean any of the following : from the CareFirst network, from your PC at home where you dial-into your own personal Internet Service Provider (ISP), or even a shared kiosk machine at a conference center or library.
    • Do I have to use my CareFirst PC or Laptop to connect to the Virtual Workplace?

      No - that's why it's virtual! Use any machine with an Internet connection and an Internet browser such as Internet Explorer.
    • AOL (America On Line) users

      Please reference ISP help
    • Operating Systems that the Virtual Workplace supports

      • Windows XP
      • Windows 2000
      • Windows Me
      • Windows 98
      • Windows 95
      • Windows NT 4.0
      • Windows NT 3.51
    • Internet web browsers

      We recommend using Internet Explorer 5.0 or higher to access the Virtual Workplace.
  • General Problems

    • You log into Citrix, get a listing of applications, click on an application - but nothing happens

      There are 2 possible solutions:
      1. Ensure you have the latest "plug-in". Use the plug-in link on the homepage to download the latest plug-in.   If you are using a slower dial-up connection, this process could take up to 4 minutes. At the end of the install you may be instructed to close your Internet browser or reboot. Please follow the instructions.
      2. Complete these steps if the above does not work. Warning - This step is for advanced users only and should not be done unless you are very familiar with the Windows operating system and have Administrative rights on your PC. Delete the "NPICAN.DLL" file from your "Internet Explorer\Plugins" directory & remove the "HKLM\Software\Microsoft\Internet Explorer\Plugins\.ICA" registry key.
    • White screen when going to associate.carefirst.com

      In Internet Explorer, select "Tools" from the menu, then select "Internet Options" from the drop down list.  Click on "Delete All Files" to clear your Internet Explorer cache.
    • Your clock is wrong, or you send emails and the time & date is incorrect

      On your local PC that you are using to access the Virtual Workplace, double click your clock and select the "Time Zone" tab.  Ensure Eastern Standard time is selected.
    • When you click on an application on the Virtual Workplace, you are prompted to save an ".ICA" file, ".ASP" file, or "launch.asp"

      See the "Error" category of this FAQ and Help Center.
    • Cannot get to associate.carefirst.com (page not found)

      See the "Error" category of this FAQ and Help Center.
  • Printing Problems

    • When printing at home from a CareFirst laptop, my attached printer does not show
      up in the list of printers.

      Close your Citrix session and make sure that your attached printer is set as the default printer. Re-open your Citrix session and you should see your printer.
    • Printing to a CareFirst network printer at the office

      For security reasons, you may not print to a networked printer at CareFirst from the Virtual Workplace.
    • What are my printing options?

      You will be able to print from the Virtual Workplace to any printer that is locally attached to your machine.  You will not be able to print to network attached printers in the office.  The network printing limitation is necessary for security requirements.