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    ADD/CHANGE NEW IP FOR PARTNERS.PFIZER.COM TO HOST FILE

    1. Open the Control Panel and Navigate to Appearances and Personalization.

    2. Chose the Folder Options Link

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    3. Select the View Tab at the top of the screen and ensure the Show hidden files and folders is selectedand Select the OK at the bottom of the Window.

    4. Open My Computer or Computer from the Windows Start Menu and navigate to the followingfolder: (C:\WINDOWS\system32\drivers\etc) and open the hosts file. You will have to use either

    Notepad or Word Pad to open the file.

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    5. Once open, change the existing IP address for partners.pfizer.com to the new IP address of138.35.138.118and SAVE the file before exiting.

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    ADJUST INTERNET EXPLORER SETTINGS

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    1. Open an Internet Explorer Window and select Tools from the menu, and choose Internet Options.

    2. Choose the Security Tab at the top and then select the Trusted Sites under the Select a zone to view orchange security settings section. Then click on the Sites button.

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    3. Add the following into your list of websites https://*.pfizer.com then chose the Add Button to add it

    to your list of trusted websites. 4. Back at the Internet Options Window, choose the Privacy Tab at the top and ensure that you are

    accepting all cookies and that your Pop-up Blocker is turned off (Not Checked) and Select OK.

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    NAVIGATE TO PARTNERS.PFIZER.COM

    1. Navigate to the url ofhttps://partners.pfizer.com and authenticate through the Firewall using yourActivCard or OATH Token (standard process).

    2. The first time you launch the new Partners website, a few pop-ups will appear and ask for approval toeither Run or Accept. Most importantly, the Session Manager window will appear at the bottom rightcorner as a separate Internet Explorer Window NEVER CLOSE THE SESSION MANAGER!!

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    3. For the first prompt, it is a pop-up for Juniper Networks, check the box to Always trust content from thispublisher and select the Run Button and for all ensuing Pop-up Screens, choose either

    YES/RUN/ALWAYS/ALLOW if ever prompted. NEVER DENY any items trying to run for this

    website.

    4. DO NOT CLOSE / NEVER CLOSE the session manager window.

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    5. Once this is complete, you will see the login screen to Citrix and the Session Manager Window should havean OK Status.

    6. Now you can log into the Citrix Portal and launch applications as needed.

    Common Issues:

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    WRONG JAVA VERSION

    1. Uninstall Java and re-install the PC COE Approved Java version:1. Open the Control Panel

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    2. Uninstall all versions of Java already existing on your machine by selecting the Uninstall aprogram under the Programs header.

    3. Select Java Program and choose Uninstall at the top of the screen to uninstall the Java version.If you have multiple versions of Java, please repeat for all versions to uninstall all Java Versions

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    on your PC.

    4. After uninstalls have completed, reboot your PC. After the reboot, use the HP PC COE CM

    Application Self-Service Manager by right clicking on the in the Start Menu (bottom right ofyour PC, next to the time and date). A menu will pop-up and select the CM Application Self-

    Service Manager option.

    5. Once the Self-Service Manager has launched, scroll down the application list and select the Java

    Runtime Env 1.6.0 option, then click on the to install. This process may look like it is notmaking progress, but give it 10 minutes before trying to cancel.

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    6. After the completion of the installation, you will now have the HP PC COE approved version of

    Java on your PC.

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    PROXY ISSUE

    1. If the session manager and main screen hang at a Please Wait (please allow a full 2 minutes to consider itin a hung state) try removing all proxy settings from Internet Explorer by one of two ways (Internet

    Explorer8 users should use BOTH ways all other users can use either option a or b below:

    a. Tools- Internet Options- Connections- LAN Settings- Uncheck all the proxies- Click Ok.

    b. Open the Java Control Panel one of two ways: 1. On RHS right corner right-click on Java icon (only if the Session Manager is open).

    Opening Java Control Panel via Tool Bar

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    2. The Java Control Panel can also be opened by going to the Windows Control Panel Programs Java.

    Opening Java Control Panel via Windows Control Panel

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    Once the control panel is open chose NetworkSettings- then select Direct connection.

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    2. Try https://partners.pfizer.com again by exiting the Session Manager Window and Internet ExplorerWindow, navigating to http://partners.pfizer.com and then clicking on the Door or Log Out at the top

    right.

    3. Choose the Click here to sign in again link and allow the Session Manager Window to Pop-up and allowit to load.

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    CERTIFICATE CORRUPTION ISSUE:

    1. If you experience the following Error:

    2. Go to the following Directory and Delete the Java folder and retry your accessing

    https://partners.pfizer.com

    1. Windows XP Users - C:\Documents and Settings\yourusername\Application Data\Sun2. Windows Vista/7 Users - C:\Users\yourusername\AppData\LocalLow\Sun

    INTERNET EXPLORER 8 USERS

    1. Internet Explorer8 Users must do the following Open the Java Control Panel one of two ways:1. On RHS right corner right-click on Java icon (only if the Session Manager is open).

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    Opening Java Control Panel via Tool Bar

    2. The Java Control Panel can also be opened by going to the Windows Control Panel Programs Java.

    Opening Java Control Panel via Windows Control Panel

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    2. Choose the Java Tab and select the View button:

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    3. Add the following statement (-Xmx512m) to the Runtime Parameters for the 1.6 Platform.

    4. Select OK and try the https://partners.pfizer.com URL again, ensuring that you use the Door or Log

    Out option on the top right and the Click here to sign in again link on the following webpage.

    Other Common Errors include:

    1. The error "The Citrix Server is not accepting connections" is often seen when the Sun Java Runtime Environment

    (JRE) is not loaded for the JSAM component.

    Fix: In Internet Explorer, go to Tools Internet Options Advanced tab check Java (Sun), Use JRE

    2. The error "No route to specified address" is due to a known Microsoft bug that appears when communication to

    loopback addresses is blocked.

    Fix: This was resolved with a hotfix in XP SP2 and also in SP3. There have also been cases where certain desktop

    firewall blocks communication with the loopback address. Installation of the KB884020 patch, which updates

    TCPIP.SYS (http://support.microsoft.com/kb/884020) should resolve this issue.

    3. The error "Cannot connect to the citrix metaframe server" means that communication with the IP address

    published in the ICA file that is launched does not work. This typically means that a personal firewall is blocking

    the communications.