REMOTE DESKTOP WEB PORTAL (RD Web) ACCESS GUIDE Updated 12/30/2013

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1 REMOTE DESKTOP WEB PORTAL (RD Web) ACCESS GUIDE Updated 12/30/2013 SUMMARY This guide shows how to configure a computer to use the Remote Desktop Web Portal and access applications such as Blackbaud Raiser s Edge, Blackbaud Financial Edge and Quickbooks Enterprise. MINIMUM SYSTEM REQUIREMENTS - Windows XP with Service Pack 3, Windows Vista or Windows 7 / 8 Operating System - Internet Explorer 8.0 or higher (Firefox, Chrome, Safari and other web browsers are not compatible) - Microsoft.NET Framework 3.0 or higher. If you are using Windows Vista or better, your system already has this installed. If you are using Windows XP, download the latest version of the.net Framework from this site: RD WEB PORTAL ADDRESS https://tsginteger.lcred.net/rdweb/pages/en-us/login.aspx CCAS IT Services RD Web Portal Access 1

2 PRE-ACCESS CONFIGURATION These steps must be completed before trying to access the RD Web Portal A. Perform Windows Update to ensure the operating system has the latest patches and updates. B. Install LCCERT01 Certificate Authority in the INTERMEDIATE CA and the TRUSTED ROOT CA locations. Contact the Help Desk to obtain the certificate and install instructions. C. Add site tsginteger.lcred.net to the IE Trusted Sites list. Make the following custom level changes: 1.) Open Internet Explorer. Click Tools Internet Options. Select the Security tab. 2.) Clicked Trusted Sites, then click Sites. 3.) In the website box, type: https://tsginteger.lcred.net Click Add. Click Close. 4.) Click Custom Level. 5.) Change the following options. a. Automatic prompting for ActiveX controls: -Enable b. Download unsigned ActiveX controls: -Enable CCAS IT Services RD Web Portal Access 2

3 RD Web Portal Access Instructions 1.) Using Internet Explorer, access the RD Web Portal address. https://tsginteger.lcred.net/rdweb/pages/en-us/login.aspx, follow the login instructions below. AUTHENTICATION Login using your LCRED username & password. Note the backslash is used. (ex: LCRED\ATUS00) SECURITY This is a public or shared computer Select this option if accessing the portal from any computer besides your designated work computer. This is a private computer Select this option if accessing the portal from your work computer. The security option determines how long the system will keep your session logged in during moments of inactivity. Click Sign In For Windows XP Users Only If you are using Windows Vista or Windows 7, please proceed to the next step. Windows XP requires the installation of an Active X control. Depending on how the operating system is configured, it is necessary to install an Active X control. When prompted, select the yellow bar at the top of the screen, and select Run Add-on on All Websites. In some cases, even though the ActiveX control is installed, it may be disabled. To enable the add-on, select Tools Manage Add-Ons. Find and select the Add-on Microsoft RDP Client Control, then select Enable below, then click OK. Close Internet Explorer and login to the RD Web Portal again. CCAS IT Services RD Web Portal Access 3

4 If the RemoteApp icons do not appear after installing and enabling the ActiveX control, see Appendix B Issues & Solutions, #1. 2.) Using the RemoteApp Applications Click once the icon for the available RemoteApps; Raisers Edge, Financial Edge or Quickbooks Enterprise. RemoteApp RESOURCES This window will appear after clicking the program icon. The purpose of this prompt is to confirm which resources are accessible when using the application that was launched in the previous step (RE7/FE7/Quickbooks) Make sure all of the boxes are checked. These boxes determine if you can print from inside the application and much more. Click Connect. CCAS IT Services RD Web Portal Access 4

5 3.) Remote Desktop Server Login Another login prompt will appear. Type the same LCRED username & password used in the previous step. (ex: LCRED\ATUS01) Mark the box, Remember my password Click OK WINDOWS XP Login WINDOWS VISTA / WINDOWS 7 Login CCAS IT Services RD Web Portal Access 5

6 4.) Confirm Identity A notification window will appear with the following message: The identity of the remote computer cannot be verified. Do you want to connect anyway? 1.) Mark the box Don t ask me again for connections to this computer 2.) Click Yes This message may appear again if the RD Web Portal routes your session to one of the three available remote desktop servers. Perform the same procedure if this message appears again. A notification message will appear in the bottom right corner of the screen. This is your indication that the system is connecting to the server hosting the RemoteApp program. CCAS IT Services RD Web Portal Access 6

7 RemoteApp s Database Selection Blackbaud Login RAISERS EDGE FINANCIAL EDGE QUICKBOOKS CCAS IT Services RD Web Portal Access 7

8 Appendix A - BEST PRACTICES Sign Out Always sign out of the application when you are done. In Raiser s Edge or Financial Edge, always select File Exit & Sign Out File Access / File Exports This area shows how to access files located on the server and save files to your local computer. BLACKBAUD FILES All the query files used to process reports inside Raiser s Edge are stored on the Database (F:\) which is accessible by clicking the computer icon. QUICKBOOKS FILES Files used with Quickbooks Enterprise are located on the G:\ OPTION 1 1.) Click Open or Restore an existing company. 2.) Select Open a company file, click Next. 3.) Select the DESKTOP icon, find the QB (G:\) shortcut. OPTION 2 1.) Click Open or Restore an existing company. 2.) Select Open a company file, click Next. 3.) Select the COMPUTER icon, find the QB (G:\). LOCAL HARD DRIVE ACCESS If you need to export reports from any of the Remote Apps, this is possible. When saving the export, select the Computer icon and look in the Other section for a drive that appears like C on COMPUTERNAME This is the C:\ on your local computer. Click the drive, then navigate to the folder where the file should be saved. RAISER S EDGE: Restoring the links in the favorites section OPTION 1 OPTION 2 1.) Open Raiser s Edge, open the Home section where the Favorites are visible. 2.) Open a Windows Explorer window and navigate to the location of the file. 3.) Select the file and drag it to the favorites section. This will create a shortcut (favorite) to that file. CCAS IT Services RD Web Portal Access 8

9 Two servers must be configured in the managed passwords area in Windows. The instructions shown here assume the computer is joined to the domain. Follow the instructions below for the operating system that you are using. WINDOWS XP 1.) Open Control Panel, click User Accounts 2.) Select Advanced tab, click Manage Passwords 3.) Click Add, type in the information, then click OK Server: Use the IP Address or server name listed above Username: LCRED account username (ex: LCRED\ATUS01) Password: LCRED account password 4.) Repeat Step #3 to add the 2 nd server. Use the same LCRED account information SERVERS tsginteger.lcred.net (Remote Desktop Web Portal) (Remote Desktop Server) WINDOWS VISTA / WINDOWS 7 1.) Open Control Panel, click User Accounts 2.) Click Manage your credentials 3.) Click Add a windows credential, type in the information, then click OK Internet or network address: Use the server info listed above. Username: LCRED account username (ex: LCRED\ATUS01) Password: LCRED account password 4.) Repeat Step #3 to add the 2 nd server. Use the same LCRED account information CCAS IT Services RD Web Portal Access 9

10 1 Appendix B - ISSUES & SOLUTIONS # ISSUE SOLUTION Windows XP User can t login to the terminal server after clicking on ANY of the RemoteApp on the RD Web Portal. The login window appears again and again. 2 3 This occurs if RDC has been upgraded to version (aka RDP 7.0) When upgrading to this version on Windows XP, Network Level Authentication is not support. NLA is required to access the terminal servers from the RD Web Portal. Windows XP user can t see the RemoteApp icons after installing the Remote Desktop Services ActiveX Client In some cases, even after installing the RDS ActiveX client, the RemoteApp icons won t appear and Internet Explorer will display a message in the footer that certain required ActiveX controls are disabled. After clicking on any of the RemoteApp icons inside the RD Web portal, user is prompted to authenticate (login) again. Even after selecting Save Password the password is not saved. AUTOMATIC FIX; click this link, when prompted click Run, then Run again. Follow the prompts. MANUAL FIX 1.) Click Start, click Run, type regedit, and then press ENTER. 2.) In the navigation pane, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Contro l\lsa 3.) In the details pane, right-click Security Packages, and then click Modify. 4.) In the Value data box, type tspkg. Leave any data that is specific to other SSPs, and then click OK. 5.) In the navigation pane, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Contro l\securityproviders 6.) In the details pane, right-click SecurityProviders, and then click Modify. 7.) In the Value data box, type credssp.dll. Leave any data that is specific to other SSPs, and then click OK. 8.) Exit Registry Editor. 9.) Restart the computer. OPTION A In Internet Explorer, click Tools Manage Add-Ons. Find the RDS ActiveX client add-on and Enable It. It will appear as Remote Desktop Services ActiveX control or Terminal Services ActiveX and both are from Microsoft. OPTION B In some cases, the RDS ActiveX Client add-on will not appear in the list. If this occurs, go to the following site and click Fix This Problem This Microsoft Fix will restore the Add-Ons. Internet Explorer must be closed in order to apply the Fix. See the Best Practices section in this guide, Save remote desktop server (RDS) login credentials CCAS IT Services RD Web Portal Access 10

11 When accessing the RDWeb Portal, a message appears, There is a problem with this website s security certificate After clicking on the RemoteApp icon, the connecting window appears for about a minute, then disappears and never launches the application. Uninstalling Remote Desktop Connection 7.0 or replacing RDC core files When accessing any of the RemoteApps, the users local printers do not appear. This appears when a website requires a trusted root security certificate and it is not installed. Selecting the option to Continue to this website (not recommended) will resolve the issue temporarily. To permanently resolve the issue, contact the Help Desk and request to obtain the LCCERT01 trusted root security certificate. Installation instructions for this certificate can be found on the Integer USA Service Center Sharepoint site or from the Help Desk. This occurs because the username & password for the terminal server is different than the login used for the RDWeb Portal. In some cases the username is cached and the user is not prompted to login again. When the RemoteApp icon is clicked on the RD Web Portal, normally it will prompt to verify the access levels then prompt for login credentials again. When this issue occurs, the login credential doesn t appear. SOLUTION 1 When the RemoteApp Connecting to window appears, click Details. This will show the progress of the login to the application. In most cases, the issue occurs because of an invalid username & password. Login using the correct login account. SOLUTION 2 If the Detail button is not available, clear the Internet Explorer cache and login to RDWeb again. You should be prompted to re-authenticate. In some rare cases dealing with WinXP, it is necessary to remove RDC 7.0 or revert back to an older version of RDC To uninstall Remote Desktop Connection v7.0 1.) Open Control Panel, select Add/Remove Programs 2.) Select Show Updates option, find the For older versions of Remote Desktop Connection, replacing the following files in the folder can be used. Folder: C:\WINDOWS\system32\en-US Files: mstsc.* First verify that the printer driver is installed on the server. Server 2008 R2 has many of the most common printer drivers available. If it s not found in the repository on the server, find the driver on the printer manufacture website. Be sure to download the version that is compatible with Server 2008 R2 64-bit. CCAS IT Services RD Web Portal Access 11

12 8 9 When clicking on any of the RemoteApps, the following message appears: Remote Desktop Disconnected This computer can t connect to the remote computer because the certificate authority that generates the certificate is not valid. Remote Desktop Connection (RDC) For Blackbaud applications, the driver must be installed on any of the 3 RDS servers or on the dedicated query server. For Quickbooks users, the driver must be installed on the BTPPMGIUSAAPP02 Application server where Quickbooks Enterprise is installed. If the printer still does not appear, compare the naming of the driver on the server and on the clients computer. If there is any difference in the actual name on either system, the mapping of the print driver may be the cause of the problem. In these cases, one option is to install the Universal driver option for that particular model printer. Once installed, both the server and client must use this driver. Error Message This occurs when trying to access Remote Apps using any version below Internet Explorer 8. Solution is to upgrade the client to Internet Explorer 8. For Windows XP Users, it is not necessary to upgrade to RDC v (RDP v7.0) in order for the RDWeb to work correctly. An upgrade to this version should only be done as a last resort. RDC v is installed with Windows Service Pack 3 and supports the following protocols: - Network Level Authentication not supported - Remote Desktop Protocol 6.1 supported -RDC v (also referred to as RDP version 7.0) comes installed with Windows Vista and Windows 7 and supports the following protocols: - Network Level Authentication supported - Remote Desktop Protocol 7.0 supported CCAS IT Services RD Web Portal Access 12

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