Client Online Access

Caremark

Client OnLine Access

Troubleshooting GuideIn order to expedite your online access setup or potential problem resolution, this document contains helpful troubleshooting information and tips. This guide can assist in resolving common issues experienced during the setup or maintenance process of your online access.

If you continue to experience difficulty accessing the Caremark Client OnLine System or if you would like assistance with these troubleshooting tips, please contact our Front LineServices Help Desk via phone at: 480.391.4914 or via email at: .
Table of Contents

Instant Solutions Reference Page

Verify the Windows Version

Verify that the Applet is Loaded to System

Verify that Sun Java is not on the Computer

Verify the Internet Version and the Encryption Setting

Verify that Microsoft Java is installed on the Computer

Determining if a Proxy is Set on the Computer

Verify the Certificate is Loaded on the Computer

Verify VB Script is installed on the computer

Verify the Security Settings:

Backup Your Certificate

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Instant Solutions Reference Page

Problem / Error Message

Solution

Ref Page

Win2000, WinNT or XP: After clicking on the Start button on the Client Online Access Page status bar reads: ‘Done’

/ Verify that the Applet is Loaded to System / 5

After selecting the Certificate, a pop window w/ java cup as the Icon appears requesting the User name and password

/ Verify that Sun Java is not on the Computer / 5

After clicking on the Start button on the Client Online Access Page the error message: "load: class oc/wcBK/webconnect3270Thin.class not found" in Internet Explorer appears in the status bar

/ Verify that Sun Java is not on the Computer / 5

Error Message: ‘The page cannot be displayed’ after visiting selecting Security Requirements and trying to access the enrollment form

Verify the internet Version and the Encryption Setting

After clicking on the Start button on the Client Online Access Page a pop window appears requesting the User name and password

/ Verify that Microsoft Java is installed on the Computer
Or Determine if a Proxy is set on the Computer / 6

Windows 95/98 – Error Message: ‘The page cannot be displayed’ after clicking start at the Client Online Access page

/ Verify that the correct version of Microsoft Java is installed on the computer /

Error Message: Socket Closed or Unable to connect to wc.webconnect:443

/ Determine if a Proxy is Set on the Computer / 7

Unable to see the certificate in the Client Authentication box when accessing and clicking on Client OnLine Access.

Verify the Certificate is installed on the Computer

Error Message: NO CERTIFICATE SUBMITTED

Verify VB script component is installed on the computer

Able to selectthe certificate in the Client Authentication box, but the error message ‘The page cannot be displayed’ is received

/ Contact FrontLine Services at 480.391.4914 to have a Heat Ticket opened and to receive instructions on reapplying for a certificate

Error Message: Online Access Denied after selecting the Certificate

/ Contact FrontLine Services to have a Heat Ticket opened and to have the ID granted access to the Caremark system.

Verify the Windows Version

1)Access the Desktop

2)Right click on the icon My Computer

3)Select Properties

4)Select the General Tab

5)Under System, you will find the systems Windows version

a)Note: - Windows 95 is not a supported Operating System for the Digital Certificates. In order to proceed w/ the certificate process you will need to upgrade your Operating System to Windows 98 or above

Verify that the Applet is Loaded to System

1)Right Click on the Start Button on the Task Bar

2)Select Explore

3)Double Click on the C drive

4)Select the Windows or WINNT folder

5)Select the Downloaded Program Files

6)Verify that this file is loaded: WebConnect Pro 5.1.10

a)If the PC is Windows 2000 or above and the file above is not loaded, assign the user Temporary Admin Rights in order to allow the applet to download to the system. After the first successful login, the rights may be removed.

b)If the User cannot be assigned temporary Admin Rights:

i)Export the certificate

ii)Log the user of the System

iii)Log into the system as the Administrator

iv)Import the certificate

v)Access the Caremarkwebsite as usual – the applet is automatically downloaded

vi)Log the Administrator off of the system

vii)Have the user log in.

c)If the file is loaded, proceed w/ the troubleshooting steps.

Verify that Sun Java is not on the Computer

1)Regular Click on the Start Button on the Task Bar

2)Click on Settings

3)Select the Control Panel

4)Select Add/Remove Programs

5)Scroll through the Currently Installed Programs and check for an application called: JavaRuntime2

a)If the Computer has JavaRuntime2

b)Open up an Internet Browser Window

c)Click on Tools

d)Click on Internet Options

e)Scroll down until you see a section reflecting the word SUN

i)If this is checked, remove the Check and click on Apply and exit the Internet Options window

ii)If this option is not available

(1)Contact your IT administrator.

(2)Determine if Sun Java is required on your system

(a)If yes, a designated Computer is required to access the Caremark system

(b)If no, uninstall the Sun Java in order to access the Caremark system.

Verify the Internet Version and the Encryption Setting

Internet Explore

1)Open up an Internet Browser Window

2)Click on Help in the Toolbar

3)Select About Internet Explorer

4)The Internet Explorer version is listed next to Version

5)The Encryption bit is listed next to Cipher Strength

6)Click on OK to Exit the window

The required Internet Explorer version is 5.5 Service Pak2 or above. The encryption requirement is 128. If the PC does not meet these requirements, contact your IT Department to obtain an upgrade.

Netscape

1)Open up an Internet Browser Window

2)Click on Help in the Toolbar

3)Click on About Communicator

4)The Netscape Version is the first Line on the webpage

The required Netscape version is 4.7. Higher versions will not allow access to the Caremark system. The encryption requirement is 128. If the PC does not meet these requirements, contact your IT Department to have the correct version installed.

Verify that Microsoft Java is installed on the Computer

1)Open up an Internet Browser Window

2)Select Internet Options

3)Click on the Advanced Tab

4)Scroll half way down to HTTP 1.1 Settings

5)Verify that Microsoft VM is listed as the next option

6)If not, install Microsoft Java

a)Enter the following address in the address bar in the Internet Browser:

b)Click enter

c)Click on the Save button

d)Save the file in a folder you can locate the file in

e)In the filename field, rename the file to: msjavwu.exe

f)In the Save As Type field, select All Files

g)Locate the file msjavwu.exe

h)Install the file by double clicking on the file name

i)Accept all the prompts until the message ‘The installation is complete’ is received.

j)Reboot the computer

7)If Microsoft Java is installed

a)Place a checkmark in the three boxes below the Microsoft VM section for Java console, Java logging and JIT compiler

b)Click on the Apply button

c)Click on OK to exit the window

d)Verify the Microsoft t Java Version

i)Click on View on the Toolbar

ii)Select Java Console

The Java version is the last four digits on the first line. The required Java version is 3802 or above. If the PC does not meet these requirements, install the latest version by completing Step F in this section.

Determining if a Proxy is Set on the Computer

Internet Explorer

1)Open up an Internet Browser Window

2)Select Internet Options

3)Click on the Connections tab

4)Click on LAN Settings

5)Check if Use a Proxy Server is checked in the Local Area Network Settings Window in the Proxy Server Area

6)If Checked, verify that an Address and Port are provided

a)If an Address and Port are not provided, click on the Advanced button and verify if an Address and Port are provided there

b)If an Address and Port are provided in either of these locations, provide the IP address 204.99.18.204:443 to the IT Department. The IT Department must confirm that the firewall is open to the IP address 204.99.18.204:443.

Netscape

1)Open up an Internet Browser Window

2)Click on Edit

3)Click on Preferences

4)Double Click on Advanced

5)Click on Proxies

a)If Manual Proxy Configuration is selected, provide the IP address 204.99.18.204:443 to the IT Department. The IT Department must confirm that the firewall is open to the IP address 204.99.18.204:443.

Verify the Certificate is Installed on the Computer

Internet Explorer

1)Open up an Internet Browser Window

2)Click on Tools

3)Select Internet Options

4)Click on the Content tab

5)Click on Certificates

6)Click on the Personal tab

7)Verify that there is only one certificate issued by Caremark in the box that reflects the users name

8)If there is more than one certificate in the Certificate box, remove the expired or corrupted certificate in order to eliminate any future problems as a result of selecting the incorrect certificate.

a)Click on the old certificate that is expired or about to expire <you can determine this by checking the expiration date>

b)Click on the remove button

c)At the certificates window, when prompted w/ the following message: You cannot decrypt data encrypted using the certificates. Do you want to delete the certificates? –Click on Yes

d)Click on Close in the Certificates Window

e)Click on OK in the Internet Options window

Netscape

1)Open up an Internet Browser Window

2)Click on the Security icon

3)In the Security Info window click on the Certificate

4)Click on View

5)Verify that there is only one certificate issued by Caremark

6)If there is more than one certificate in the Certificate box, remove the expired or corrupted certificate in order to eliminate any future problems as a result of selecting the incorrect certificate

a)Highlight the certificate and Click on View to check the expiration date or confirm the correct Certificate

b)Click on OK

c)Click on the Delete button

d)At the Delete a Personal Certificate Window, Click OK

e)Click OK at the Your Certificates window

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Verify VB Script is installed on the computer

If after applying for the certificate you receive the error message NO CERTIFICATE SUBMITTED, please complete the following to add the VB Script to your PC.

1)Open up the Internet

2)In the address bar enter:

3)Scroll down the page to the Q323172 Patch section

4)Click on the Patch download for your Operating System

5)Save the file to your PC

6)Locate the file and double click on it to execute the installation

7)Accept all prompts until you receive the message ‘The installation is complete’

8)Reboot your computer

9)Apply for the Certificate again

Verify the Security Settings:

If you are unable to connect to the Caremark system after completing the above steps, please verify the Security Settings are set as follows. Prior to making changes, please check with your Technical Contact for authorization.

The following settings may need to be set as reflected.

1)Click on Tools

2)Select Internet Options

3)Click on Custom

If your settings are different, please check with your Technical Contact prior to resetting.

ActiveX controls and plug-ins

Download signed ActiveX controls – Prompt
Download unsigned ActiveX controls – Prompt
Initialize and script ActiveX controls not marked as safe – Disable
Run ActiveX controls and plug-ins – Enable
Script ActiveX controls marked safe for scripting – Enable

Downloads

File Download – Enable
Font download – Enable

Microsoft VM

Java Permissions – Medium Safety

Miscellaneous

Access data sources across domains – Prompt
Allow META REFRESH – Enable
Display mixed content – Prompt
Don’t Prompt for client certificate selection when no certificates or only one certificate exists – Enable
Drag and drop or copy and paste files – Enable
Installation of desktop items – Prompt
Launching programs and files in an IFRAME – Prompt
Navigate subframes across different domains – Enable
Software channel permissions – Medium Safety
Submit encrypted form data – Enable
User data persistence – Enable

Scripting

Active scripting – Enable
Allow paste operations via script – Enable
Scripting of Java applets – Enable

User Authentication

Logon – Automatic logon only in Intranet Zone

Backup Your Certificate

STEPS TO EXPORT / IMPORT DIGITAL CERTIFICATES

Below are the steps to import and export a certificate from Internet Explorer 5.x. If you are connected to a LAN or logging into a network you must be logged into the Windows logon as the user that owns the certificate while exporting or importing for it to export or load correctly.

INTERNET EXPLORER 5.5 and above

To Export:

1)Open up an Internet Browser Window

2)Click on Tools

3)Select Internet Options

4)Click on the Content tab

5)Click on Certificates

6)Click on the Personal tab

7)Click on the user’s certificate to highlight it.

8)Click on the export.

9)In the Certificate Manager Export - click on next to continue.

10)The option to export the private key will be checked. Click on next to continue.

11)The export format of pfx will be checked. Also, the option to enable strong protection will be checked. You must click in the checkbox to export all certificates in the certification path and click on next to continue.

12)You must enter a password. This will be tied to the file and you will be prompted for that password when importing the certificate. Enter the password in the password and confirm password box and click on continue.

13)Place a floppy in your a:\ drive. Enter a path and file name for the certificate (i.e. a:\apcs_user001). Do not include spaces in the name. The pfx extension will be placed on the file automatically. Click next to continue.

14)The next screen will be a summary screen. Click on Finish to export the certificate. You should get an export successful message. If you do not then you are not logged in as the user that owns that certificate.

To Import

1)Open Internet Explorer

2)Choose the Tools option on the top menu bar.

3)Choose the Internet Options option on the drop down menu.

4)This will open the Internet Explorer configuration menu.

5)Choose the third tab called Content.

6)On the screen choose the certificates option. This will open the Certificate Manager

7)Click on the import button to import a certificate. This will open the Certificate Manager Import wizard.

8)Click on next to continue.

9)Insert the floppy that has the file that you exported above into your a:\ drive. Browse to the drive to find the certificate. You must change the files of type to be All Files (*.*) and the Look In dropdown to be your a:\ drive. Select the a:\xxxxxx.pfx (if you exported from Internet Explorer) or a:\xxxxxx.p12 (if you exported from Netscape) file that you exported to your a:\ floppy and click open.

10)Click on next to continue.

11)Enter the password for the certificate which you entered when exporting the certificate.

12)Click the checkbox to enable strong private key protection and to mark the private key as exportable.

13)Leave the radio button checked to automatically select the certificate store and click on next.

14)Click on Finish to import the certificate.

Netscape

To Export:

1)Open Netscape

2)Click on the Communicator option on the top menu bar.

3)Choose the Tools Options option on the drop down menu.

4)Click on the Security Info option to open the Security Information screen

5)On the left hand side of the screen under the Certificates option click on Yours to view your certificate.

6)Highlight your certificate and on the right side click on the export button.

7)You will be prompted to enter a password. You must enter a password to protect this file. This is a password that will never expire and will be required when you choose to import this certificate to another browser.

8)After entering a password click ok to continue. You will be prompted to confirm the password you just entered. Re-enter the password and click on OK to continue.

9)Place a floppy in your a:\ drive. You will be prompted to save the certificate. Enter a path and file name for the certificate (i.e. a:\apcs_tpsi006). Do not include spaces in the name. The .p12 extension will be placed on the file automatically. Click on Save to continue.

10)You will get a message stating the certificate was exported successfully. Click on ok to complete the export.

To Import:

1)Open Netscape

2)Click on the Communicator option on the top menu bar.

3)Choose the Tools Options option on the drop down menu.

4)Click on the Security Info option to open the Security Information screen

5)On the left hand side of the screen under the Certificates option click on Yours to view your certificates.

6)On the right hand side click on the Import a Certificate... button. You may need to scroll down to see this button.

7)This will open a File Name to Import window. Insert the floppy with the certificate file that you exported above. Change the files of type to All Files (*.*) and change the look in dropdown to your a: drive. Select the a:\xxxxxx.pfx (if you exported from Internet Explorer) or a:\xxxxxx.p12 (if you exported from Netscape) file that you exported to your a:\ floppy and click open.

8)Enter the password for the certificate which you entered when exporting the certificate. Click OK to continue.

9)You will get a message stating Your certificates have been successfully imported.

10)You must close the browser all open Netscape windows before attempting to use the certificate to authenticate to the site. After closing and opening the browser you can use the certificate you just imported to access the Caremark Online Applications.

Note: When importing a certificate that was exported from Internet Explorer the name may not appear. The name will show up as the certificate serial number. This does not affect the certificate and it can still be used to authenticate your machine to the Caremark Online Applications.

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