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Weblink FAQ

How do I reach Tech Support?

Phone - 412-490-6040 Option 8
Send email to: techsupport@transportinvestments.com

Frequently Asked Questions:

I can't get to the second logon screen. I have a firewall.

I have logged in but am unable to do anything, the screen is frozen?

After entering my username and password I receive "ERROR: The credentials supplied were invalid. Please try again".

After entering my username and password I receive "Could not connect Login is not correct"?

When I click on the TIIWeblink icon the first time I am logging on, a box will pop up asking me to Save or Cancel the ICA File?

I did install the Citrix Web Client and still get this popup box.

When I click on the TIIWeblink icon I receive the message "ICA File Not Found"?



I can't get to the second logon screen.

This could be because you have a firewall on that is blocking it. Check your Windows firewall settings in the control panel and add an exception for port 1494. Also if you have an anti-virus program like Norton you may also have a firewall there where you will need to add port 1494 as an exception. Also, if you have a pop-up blocker you may need to turn it off for this site.

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I have logged in but am unable to do anything, the screen is frozen?

This happens because the Client Access Security settings are not correct. When you first log in a box should come up called ICA Client File Security. You MUST set the settings to the following: What Access should be allowed? - click FULL ACCESS box Do you want to be asked again? - click Never ask me again for any application box. If you missed this box at first login or did not set the correct settings you can do the following: Do a search on your computer C: drive for file name webica.ini. Delete this file. The next time you log in this box will appear again, this time set the settings that are shown above. You can also delete your temporary internet files and cookies which should bring this box up for you to choose the correct settings.

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After entering my username and password I receive "ERROR: The credentials supplied were invalid. Please try again"?

This is a problem with the username and/or password you entered. Please make sure you are entering your password in lower case or check the spelling of the username and password you entered. Email tech support if you are unable to get in.

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After entering my username and password I receive "Could not connect Login is not correct"?

This is a problem with the username and/or password you entered. Please make sure you are entering your password in lower case or check the spelling of the username and password you entered.

Email tech support if you are unable to get in.

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When I click on the TIIWeblink icon the first time I am logging on a box will pop up asking me to Save or Cancel the ICA File.

You have not installed the Citrix ICA Web Client. Go to the Weblink Home page, choose Client Download on the left side, then Citrix Download. This will download the Citrix Web Client. Follow the directions that were sent to you when you received your username and password. It is suggested that you print these directions and follow them step by step, this will ensure a successful installation.

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I did install the Citrix Web Client and still get this popup box.

Check your computer to make sure the Citrix Web Client is installed. To do this go to "Control Panel, Add or Remove Programs. You should see in the list of programs "Citrix Web Client". If you do not see it in your list, please go back and install again following the instructions that were provided to you in the email you received with you username and password. If you do see it in you list of programs, please remove it as there may have been a problem with the download. Reinstall per the instructions you received.

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When I click on the TIIWeblink icon I receive the message "ICA File Not Found"?

One reason could be that Internet Explorer is set to "Do not save encrypted pages to disk". This prevents an ICA file downloading to your computer. Open the Internet Options, go to the advanced tab and scroll to the bottom to the security section. Here you can deselect "Do Not save encrypted pages to disk".

The other reason that we have seen this is the temporary internet files folder becomes too full and the program cannot find the ICA file in time. Clear your temporary internet files (Tools>Internet Options>General Tab>Temporary Internet Files section - click delete files and check the box "delete all offline content" and click OK) and try to reconnect. If this works, reduce the amount of room used by the browser for temporary files (Tools>Internet Options>General Tab Temporary Internet Files section click settings and change the amount of disk space to no larger than then 10mb).

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