Below you will find some troubleshooting tips to help
you access Overlake’s remote portal. If none of these work, please call the Helpdesk
at 425-688-5278.
Occasionally, during Microsoft software and other
unforeseen software updates, some of the settings you have in your version of
Internet Explorer (IE) can thwart the remote connection ability. So let’s try
the simplest things first.
Let’s ensure your system is
compatible with the remote portal:
Compatible Operating Systems:
Windows 7
32bit
Windows Vista
SP1, 32 and 64 bit
Windows XP Pro, SP2, SP3
Mac OS X v 10.5
Mac OS X v 10.4
Compatible Browsers:
Internet Explorer 8.0
ActiveX and Java JRE 1.5.0 or
later is required
Internet Explorer 7.0
ActiveX and Java JRE 1.5.0 or
later is
required
Internet Explorer 6.0, SP2
ActiveX and Java JRE 1.5.0 or
later is
required
NOTE: Please note that JAVA 1.5.0 or later is required. Please insure you have JAVA installed.
To install JAVA - browse to: www.java.com > Click on “Free Download” > Follow
Instructions to download JAVA.
NOTE: Do not download the “Open Office” or any other software when
asked. Only download JAVA.
NOTE: 64-Bit Internet Explorer Versions are not supported at this
time
Mozilla Firefox 3.0
Java JRE 1.5.0,
Java JRE 1.6.0
Mozilla Firefox 2.0
Java RE 1.5.0,
Java JRE 1.6.0
Safari 3.0
Java JRE 1.5.0,
Java JRE 1.6.0
Safari 2.0
Java JRE 1.5.0,
Java JRE 1.6.0
ENSURE YOU
ARE ACCESSING THE CORRECT PORTAL
Browse to > www.overlakehospital.org.
>Click on the “For
Staff” or “For Physicians” link depending upon your title.
>Choose one of the
following options from the dropdown box once you login:
(If you are unable to login or if the credentials you
enter do not allow login, please call the Helpdesk)
API
LABORWORKX – Employees can use this
to view their timecard, work schedule, personal and pay information.
Note: Users
logging into this application can only use IE6 or above. Only works with Windows computers. This will not work with Apple’s MAC OS.
GROUP HEALTH
REMOTE ONLY – This portal will only
work for Group Health authorized members.
WINDOWS 7 AND IE8
Turn on compatibility mode
for all sites, and perform the trusted site step below. This will typically fix the problem with this
OS and browser.
To do this, perform the following:
>
Open up [Internet Explorer 8].
>
Click on [Compatibility View Settings].
>
Check the box labeled [Display all websites in compatibility view] or, you can optionally add each site
individually by not selecting a box and adding the site under the “Add this
website.”
TRUSTED SITES
Before you do anything else, you need to add the
following sites (Group Health Users see special note below):
www.overlakehospital.org
/ https://portal.overlakehospital.org / https://employee.overlakehospital.org
to the [Trusted Sites]
(in the [Security] tab)
NOTE: For Group
Health Users only, add the following:
www.overlakehospital.org / https://portal.overlakehospital.org
/ https://ghremote.overlakehospital.org
To do this, perform
the following:
>Open
up [Internet Explorer].
>
Click on [Tools] [Internet Options].
> Click
on the [Security] tab.
> Click
on [Trusted Sites] and then click on the [Sites] button.
>
In the [Add this website to the zone]
field, type in each site identified above.
> Click
on the [Add] button.
>
Click on the [OK] button to exit the [Trusted Sites] window.
>
Click on the [OK] button to exit the [Internet Options] window.
POP UP
BLOCKERS
Pop up blockers have been known to block certain
client software required for remote access.
In this step we will make exceptions to the pop-up blocker.
Please choose site(s) for your particular login:
www.overlakehospital.org / https://portal.overlakehospital.org / https://employee.overlakehospital.org
https://ghremote.overlakehospital.org
To make site or sites [Pop-Up Blocker] exceptions please go through the following steps:
>
Open up Internet Explorer (IE).
>
Click on [Tools] [Pop-up Blocker] [Pop-Up Blocker Settings].
>
In the [Pop-Up Blocker Settings] window
enter the particular site(s) in the
[Address
of Web Site to Allow] field and click
on the [Add] button.
>
Click on the [Close] button to exit the [Pop-Up Blocker Settings] window.
> Or,
you can turn the [Pop-Up Blocker] off.
TOOLBARS
Disable any Google or Yahoo
Toolbars. Or, if known where, there may be an option to
turn off the pop-up block installed with these toolbars. These have been known to block Remote Access
Clients.
REMOVE
MICROSOFT RDP CLIENT AND REINSTALL
If the steps listed above do not solve the issue, you
can try removing the Microsoft RDP client and letting it reinstall. If you are not comfortable with doing this,
please call the Helpdesk. Otherwise, do
the following:
>Open up [Internet Explorer].
> Click on [Tools] [Internet Options].
> Click on the [General] tab.
> In the [Temporary Internet Files] section click on the [Settings] button.
> Click on the [View Objects] button.
> Delete the [Microsoft RDP Client Control (redist)] item and
then close the window and click on the [OK]
button to back out of the rest of the windows.
Do a SHUTDOWN on the PC (not
a RESTART!). Try logging in again but
MAKE SURE YOU click on the [YES] button
when the [Security Warning] window comes
up and asks you: Do you want to install and run
“Remote Desktop ActiveX Control”?
At this point try to go to the portal again and see if
it works properly. If not, please call Overlake’s Helpdesk at 425-688-5278. To expedite the process, please be prepared
to give the Helpdesk staff the steps you attempted above. Thanks.