I received an error notification “You are not allowed to sign in. Please contact your administrator.”, what should I do?
Please ensure that your account is not expired, disabled or locked out in the Cargotec AD. Please ask OneDesk to verify that your account is valid.
My browser suggests to install Java even if I already have it installed, why is that?
Unfortunately Google Chrome does not support initiating a VPN connection over the web browser. Please use Internet Explorer for starting the VPN installation or connection. Once all the components are installed, you can use Pulse Secure application from the start menu.
Why did I receive the Error 00x10 after logging in?
To use Cargotec's internal VPN, you must have a Cargotec provided computer. For users with third party computers, the Partners VPN and the Virtual Desktop solution are available. The Error 00x10 is shown if your computer is not a member of the Cargotec Active Directory.
Why did I receive the Error 00x30 after logging in?
To use Cargotec's internal VPN, you must have a Cargotec provided computer. For users with third party computers, the Partners VPN and the Virtual Desktop solution are available. The Error 00x30 is shown if your computer does not have a valid anti-virus application installed.
Why did I receive an error saying that the connection requires the latest anti-virus definition databases?
Your anti-virus client needs to be up to date. Your computer will automatically download the latest definition databases from the internet when you are online. You can also manually update the databases. For F-Secure’s AV, you can find more instructions from the website:
Partners VPN Troubleshooting
My password or username is invalid, what should I do?
We are using the Cargotec Active Directory account for authentication. Please ensure that you have the correct username and password, and that there is no enforced password change. You can contact OneDesk for additional help.
My secondary password is invalid, what should I do?
A secondary password is a one-time password from a token. This is used for strong authentication. You can have a secondary password delivered as an SMS to your mobile phone, by running a MP-1 app on your mobile (Android / Apple iOS) or from a hardware keychain token.
Why didn't I receive a one-time password via SMS?
Please check with Cargotec OneDesk that you have the correct mobile number in your AD account. This should be filled out in the Telephones tab and under Mobile. It should be entered in the international format with no spaces (e.g. +467054545454). Also, some mobile operators might block such text messages. Please check with Cargotec OneDesk for alternative solutions (i.e. A smartphone app or a key-chain token).
Why can't I access the service that I need even if I am able to establish the connection?
With Partners VPN, the access to the Cargotec network resources is not allowed by default, and a connection to specific services needs to be allowed separately. Please check with your Cargotec contact and OneDesk which resources are the ones you need to access.
Please note! There are two levels of access controls. The Partners VPN allows connections to specific systems or services on a network level. These systems and services most likely still have an application level authentication. E.g. you need to have the Partners VPN network level authentication to be able to create a Remote Desktop connection to a server, and your account needs to be a member of the Remote Desktop Users group on the server to be able to logon remotely.
What should I do when I receive Java errors and warnings when trying to connect?
Java 7 Update 51 introduced new security features, which might prevent the network connection component from starting. In case you receive Java errors, please add the addresses 'https://ras2.emea.cargotec.com', 'https://ras2.am.cargotec.com' and 'https://ras2.apac.cargotec.com' to the Java Control Panel exception list.
OneDesk Contact Information
OneDesk global phone numbers:
CZECH (REP) 800701603
NEW ZEALAND 0800443174
SOUTH AFRICA 0080015112012
SOUTH KOREA 180015112012
UNIT. ARAB EMIR 800035703144
U. K. 0080015112012
Note: For training and quality assurance purposes all calls will be recorded.