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Basic INSIDEtracc Connection Troubleshooting Tips

PG&E's California Gas Transmission has identified two common causes of INSIDEtracc connection issues:

  1. The temporary Internet file cache becomes full
  2. Changes are made to a computer's hardware or software

Before reaching for the phone, here are some ideas to try that can help preclude the need for technical support.

To clear the temporary Internet file cache:

  • Open Internet Explorer*
  • From the toolbar, select Tools, then Internet Options
  • From the General tab, under the Temporary Internet Files section, click the Delete Cookies button
  • From the same tab and area, click the Delete Files button
  • From the same tab, under the History section, click the Clear History button
  • Click the Apply button, then click OK to close out the Internet Options window
  • Close the Web browser
  • Open a new browser window, go to Pipe Ranger http://www.pge.com/pipeline, and logon to INSIDEtracc

*For other browsers, select the appropriate location from which to clear the cache.

If changes have been made to a computer's hardware or software:

  • Uninstall the Citrix Web ICA Client using the Add/Remove Programs feature located under Start, Control Panel
  • Reboot the computer
  • Open a browser window and go to Pipe Ranger http://www.pge.com/pipeline
  • From the right navigation bar, click the "Citrix plug-in" link under INSIDEtracc Web
  • Install the recommended download
  • Close the Web browser
  • Open a new browser window, go to Pipe Ranger http://www.pge.com/pipeline, and logon to INSIDEtracc

If you continue to have trouble logging into INSIDEtracc, please call the CGT Helpline at 1.800.343.4743 and select option 2 for assistance.