Accessing internal hospital systems from outside the physical network requires navigating strict security layers. If you're trying to reach clinical applications, shared drives, or email off-site, you need the right credentials and configuration steps. The official entry point is the Penn Medicine Remote Access Portal, which connects authorized personnel to institutional resources.
Getting locked out or running into client errors can halt your workflow immediately. Setting up your connection right the first time saves you from frustrating troubleshooting loops.
Understanding the Remote Access Infrastructure
Penn Medicine splits its remote connectivity options based on whether you're using an institution-managed laptop or your own personal device.
If you use a hospital-issued laptop, you'll typically connect via the built-in virtual private network client, such as the Big-IP Edge Client. This tunnels your traffic securely, making your laptop behave as if it's plugged directly into the office Ethernet port.
If you're using a personal computer, you rely on the web-based Remote Access Portal. This interface delivers virtual applications, email, and clinical software through a secure browser wrapper without granting total network access to your personal machine.
Step-by-Step Connection Guide for Personal Devices
Connecting from home requires two mandatory phases: enrolling in multi-factor authentication and installing the required workspace client. Skipping either step results in connection failures.
Step 1: Enroll in Multi-Factor Authentication
You can't access internal systems without an active verification method. Penn Medicine uses Duo Mobile for multi-factor authentication.
- Download the Duo Mobile app on your smartphone from the Apple App Store or Google Play Store.
- Complete your initial registration through the internal registration portal or follow the enrollment instructions provided by your department administrator.
- Test your push notifications to ensure your device communicates with the authentication server before attempting portal logins.
Step 2: Install the Citrix Workspace Client
Many core applications—including PennChart—run inside a virtualized desktop environment powered by Citrix. You must install this client locally before launching clinical apps.
- Go to the official Citrix download site to grab the latest installer. Note that Chromebooks aren't supported for this workflow.
- Download and run the Citrix Workspace app executable file for Windows or macOS.
- Complete the installation wizard prompts and leave the application closed until you initiate a session from the portal.
Step 3: Log In to the Portal
- Open your web browser and navigate directly to the Penn Medicine Network Portal. Bookmark this main hub rather than deep policy sub-pages to avoid broken links later.
- Enter your institutional credentials when prompted.
- Approve the Duo push notification on your smartphone.
- Select the application or resource you need, such as PennChart or shared network drives.
Common Setup Pitfalls and How to Avoid Them
Even with correct credentials, minor browser or session habits often trigger errors. Keep these operational realities in mind to protect your workflow.
- Browser Tab Splitting: Don't open multiple separate browser windows for different portal tasks. Use a single browser session with multiple tabs to prevent session token conflicts. If you see an unexpected session error, close the browser entirely and start over.
- Bookmarking Sub-Pages: Never bookmark the raw policy redirect URLs (like
mypolicy). Always anchor your bookmarks to the root network page. - First-Time PennChart Launch: When launching PennChart through Citrix for the first time, you might see a login prompt screen. Do not sign on directly there; simply click the 'X' in the top right corner to let the application pass your credentials through automatically.
Frequently Asked Questions
What should I do if my Duo push notification doesn't arrive?
Check your phone's internet connection or cellular data status. If notifications are delayed, open the Duo Mobile app manually to check for pending authentication requests, or use a passcode generated inside the app.
Why won't Citrix launch my clinical applications?
This usually happens because the local Citrix Workspace app isn't running or your browser blocks automatic protocol launching. Reinstall the latest version of the Citrix client and check your browser settings to ensure it's allowed to open external apps.
Who should I contact if my account gets locked out?
If your password expires or multiple failed login attempts lock your account, contact the internal IT Service Desk or follow your department's designated escalation path for credential resets.
Can I access network drives from a personal computer?
Yes, but you must navigate through the Remote Access Portal's employee resources tab and select the drive mapping option, which opens a secure virtualized session to handle files without downloading sensitive data to your personal hard drive.
