Accessing Cerner/UChart from home.

Accessing Cerner and UChart from home

The following links are relevant to connecting to the UM VPN as well as Cerner and UChart. Please follow the instructions and FAQ section to install but if you continue to have issues. Reach out to me, Kristin Gmunder ( for assistance.

Watch the short video tutorial for directions on how to use these links:

Video tutorial for MacVideo tutorial for Windows

Pulse Secure VPN installation (Mac and Windows)

Insert this UM VPN link into Pulse Secure:
Alternatively, insert this Jackson VPN link into Pulse Secure:

To open Cerner, visit this link to Cerner in your browser after connecting to the VPN:

To open UChart (you do not need to connect to the VPN first):


1. I go to and it isn’t loading?

First, make sure you’re actually connected to the VPN. Pulse Secure will show “Connected.”
If you’re not connected, make sure you connect.
If you are connected to the UM VPN in Pulse Secure and it is still not working, you have two options (in no particular order):

-Option 1:
–Connect to the Jackson VPN instead of UM VPN in Pulse Secure. This is demonstrated in both tutorial videos, but briefly:
—You enter this link into Pulse Secure and use your Jackson credentials as username and password.
—Now try going to in your browser.

-Option 2:
–If you prefer still using the UM VPN and you’re sure it’s connected, try going to in your browser instead.

2. What’s the difference between the UM VPN and the Jackson VPN? Which should I use?

UM VPN uses your UM/CaneID credentials. The login requires you to use two-factor authentication, which means logging in is a bit of a longer process. Once logged in, all your web traffic is tunneled through UM’s VPN system before being connected off to the destination.
This means if you’re using things like UpToDate or PubMed and trying to reach journals, those websites will see you as a UM user and should give you institutional access to their resources.

Jackson VPN uses your Jackson/Cerner credentials. This login can be saved into Pulse Secure and therefore logging in is usually quicker. Once logged in, generally only your web traffic to Jackson destinations is tunneled through Jackson’s VPN system.
This means if you’re using UpToDate/PubMed/journals, all those sites will see you as if you’re NOT connecting with a VPN at all. In other words, they will not give you institutional access to their resources.

If you’re having trouble connecting with one, try connecting to the other.

3. I go to UChart, I insert my UM username and password, and it won’t let me in. I’m sure I’m using the right password.

You probably haven’t logged into UChart in a long time, thereby deactivating your account. Contact the UChart help desk: (305) 243-5999 to get it reactivated.

4. I get this error message on my Mac, “Pulse Application Launcher: Detected an internal error. Please retry. If the issue persists, contact your administrator.”

This is a tricky one.

Uninstall pulse secure (drag Pulse Secure to trash), reboot, and then reinstall.
If it worked, great. If not: Uninstall Pulse Secure again (don’t reinstall it yet).
Open Finder, click Go on the top bar then select Go to Folder.
Put in “~/Library” (without the quotes) then click Go.
Click on Application Support.
Do you see a Pulse Secure folder in there? Look carefully. If so, delete the Pulse Secure folder.
Reinstall Pulse Secure.
5. I have a question/issue that is not answered here.

First, watch the tutorial video for your system (Mac or Windows). In my experience, there is a ≥90% chance that the solution or a workaround to your issue is answered in the video, so make sure you watch the whole thing from start to finish (the videos aren’t long!).
Try rebooting your computer. This sounds like silly advice, but Pulse Secure can get a little wonky and sometimes a nice reboot of the computer fixes it.
Still have an issue and you’ve definitely watched the whole video? Visit the IT help desk in Calder Library.

A HUGE thank you to Roy Handelsman, MD Class of 2018 for creating this guide.