Troubleshooting

C.1 ICA Connection not found.

Since connections to TENGRAPH® On-Line are now conducted via Internet Explorer, there are a number of Internet Explorer settings that may cause difficulties in establishing a connection to Citrix.

If you’re experiencing difficulties in accessing TGOL, please try the following fixes:

Firstly:

• Open Internet Explorer
• Select the Tools Menu
• Select Internet Options
• Click the Advanced Tab
• Ensure that ‘ Do not save encrypted pages to disk’ is unmarked (see below).

Secondly:
If there are too many of Temporary Internet files, the read/write process takes too long and the Citrix connection times out.

• Clear all Temporary Internet Files from the PC.
• Open Internet Explorer
• Select the Tools Menu
• Select Internet Options
• Click Delete Files (see below).

C.2 Proxy Connection Failed

Apply the following pages

• In your Internet Explorer Browser, open Internet Options from the Tools Menu.
• Click on Connections Tab
• Click LAN Settings
• Tick only the box “Automatically Detect Settings”

As in the Screen Print above:

• In your Internet Explorer Browser, open Internet Options from the Tools Menu.
• Click on Connections Tab
• Click on Settings
• Only tick the box “Automatically Detect Settings

C.3 TENGRAPH® Session Terminating.

The timeout setting on the firewall for TCP connections should be set to 1800 seconds or higher. Firewalls with a low timeout setting for TCP connections will experience automatic disconnections from TGOL with varied timeframes depending on TGOL usage. If a proxy server is being used then the timeout setting for firewall/proxy connections should also be increased to 1800 seconds or higher.

C.4 Unable to View TENGRAPH® On-line Log In Page.

You will need to ensure that your firewall allows the HTTPS protocol (http over TLS/SSL) through, which runs on port 443. This port is used to ensure a high level of security and for the encryption of all data. Previously we had run Citrix over its default ICA protocol port 1494.
The initial connection to Citrix is made with a web browser on port 443 via the following URL:

URL: https://apps.doir.wa.gov.au/Citrix/MetaFrame/default/default.aspx

and then another window will be opened which utilises an ICA client type connection which runs over port 443 for the connection and the data again is encrypted.

It is recommended that you download version 8 or above of the Citrix client which fully supports the HTTPS protocol.

C.5 TENGRAPH® Screen Not Displaying.

After Citrix Web Interface logon, when attempting to access TGOL from the 'green/truck' icon and the ICA box flashes momentarily on the screen then disappears. Assuming that the Citrix software has been successfully installed, the problem will most likely be the connection launch not finding the Citrix program.

To associate the Citrix program with the ICA Launch, follow these steps:

1. Right click on 'Start' at bottom of screen.
2. Left click on 'Explore'.
3. Click on 'Tools' from menu bar.
4. Click on 'Folder Options'.
5. Select the 'File Types' tab
6. Scroll down to 'ICA - Citrix ICA Connection' and left click on it.
7. In the details section, this connection should open with 'Citrix ICA Client Engine (Win32)'.
8. If some other program is displayed here, click on 'Change' to bring up 'Open With' dialog box.
9. Select 'Citrix ICA Client Engine (Win32)' from the list and click 'OK'.
10. Click 'OK' or 'Close' on 'Folder Options' box.

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P.1 TENGRAPH® map not printed to scale.

In the PDF print setup dialog select "None" from the Page Scaling: options.

P.2 I have not received my PDF.

1. First check that your current email address has been registered in Single sign on. Update new email address as required.
2. There is a problem with the DoIR’s printer server. Contact the department's Service desk.

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U.1 Blank screen when using TENGRAPH® On-line.

Occasionally the main TENGRAPH® window may go completely blank (ie. black) while using TENGRAPH®. You may easily refresh the screen by pressing F5 (or by selecting 'Refresh screen' from the 'View' menu.

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M.1 Frequently asked questions

Macintosh users are advised to remove all previous Citrix clients and download the latest web client for their Mac Operating System from Citrix at

URL: http://www.citrix.com/English/SS/downloads/downloads.asp?dID=2755

This download is self installing by following the prompts. Once installed TENGRAPH® can be accessed through the Internet Explorer web browser in the normal manner. Depending on the level of security the user has on their browser users may get some security messages to which they should answer “Continue”

Please note that the Department of Industry and Resources will provide only limited support for Macintosh computers and associated internet browsers running on Macintosh computers when accessing or attempting to access TENGRAPH® Online. Click here for more details.

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If you have any problems, questions or bug reports related to DoIR's computer systems please contact our IT Service Desk.

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