Issue:

I have enrolled my computer and I am connected to the SMPH VPN, however web pages do not load, there is no internet traffic.

This is usually due to a delay in receiving a specific certificate from our Workspace ONE enrollment system.

Possible Solution:

1 - Disconnect from the SMPH VPN (via GlobalProtect), 

2 - After disconnecting then open the Intelligent Hub, click Sync, then wait for a period of time (approx. 5 minutes).

3 - Reconnect to the SMPH VPN, check to see if webpages load.  

If they do, then try connecting to Health Link via https://citrix.uwhealth.org/

If web pages still do not load, repeat steps 1 through 3

If the issue persists contact SMPH Shared Services IT via email support@med.wisc.edu

Issue:

I received a message "Device Not Approved - You are not allowed to enroll your device"

This is usually due to not being fully compliant with UW Health's security requirements.

Possible Solution:

1 - Confirm that your computer is fully updated to the latest version of the Operating System.

2 - Confirm that your computer has been encrypted with either Bitlocker (Windows) or File Vault (macOS).

3 - Confirm that your anti-virus is up to date.

4 - Confirm that you are using a strong password for your computer login account.

If the issue persists contact SMPH Shared Services IT via email support@med.wisc.edu

Issue:

I received a message "You cannot access this right now" "...does not meet the criteria to access this resource..."

This is usually due to not being on the correct VPN portal or not using the correct UW Health credentials.

Possible Solution:

1 - Confirm that you are using the correct VPN portal address smph.vpn.wisc.edu in GlobalProtect (not uwmadison.vpn.wisc.edu)

2 - Confirm that you are using the correct UW Health credentials, usually username@pa.uwhealth.org (not your netid@wisc.edu)

If the issue persists contact SMPH Shared Services IT via email support@med.wisc.edu