REMOTE ACCESS SERVICE SUPPORT. ICR User Support Guide

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1 REMOTE ACCESS SERVICE SUPPORT ICR User Guide

2 Question Answer/ What is supported Non-ICR computer access 1. What are the support hours for the remote access service? The IT Helpdesk service is available between 08:30 and 17:30, Monday to Friday. Please note the IT Department do not offer in-home support. 2. How do I access the service? Contact the Helpdesk to request a remote access account and the instructions on how to connect for the first time. 3. I am using the service for the first time and cannot connect. Who can I contact for support? If you have followed instructions in how to connect for the first time but cannot connect, call the IT helpdesk. Please check the following before calling the IT Helpdesk: a) You must be running the latest supported remote access client software. Instructions on how to run the checks can be found in the user guide on connecting for the first time. b) Equipment is powered on; c) Cables are plugged in properly; d) Please verify that you have an active Internet connection before contacting the IT Helpdesk; e) Check the approved version of anti-virus & operating system installed on the computer. Instructions on how to run the checks can be found in the user guide on connecting for the first time. 4. I cannot access the remote access service and think my internet connection might be the issue. 5. My computer s performance appears to be affected since using the remote access service. You must have a working Internet connection to use the remote access service. Contact your Internet Service Provider The IT Department is not able to investigate particular problems with your home PC. Page 2

3 Question Answer/ What is supported ICR laptop access 1. What are the support hours for the remote access service? The IT Helpdesk service is available between 08:30 and 17:30, Monday to Friday. Please note the IT Department do not offer in-home support. ICR laptop users may be asked to bring in their equipment if it is not practical or efficient to carry out tasks requested over the telephone. 2. How do I access the service? Contact the Helpdesk to request a remote access account and the instructions on how to connect for the first time. 3. I am using the service for the first time and cannot connect. Who can I contact for support? 4. Can I use the service on my personal laptop? If you have followed instructions in how to use for the first time but cannot connect, call the IT Helpdesk. Please verify that you have an active Internet connection before placing your call. Yes, although security policy sets limits on how you may do this. See the latest edition of the Remote Access Policy for details. Page 3

4 Aim To provide secure access to ICR network resources to authorised users working off site. Service Description A remote access service is provided to allow staff to connect to the ICR network to access , network drives, library and information services including journals and ispace from any home PC where an internet connection can be established. and documentation is provided for the remote access service on Microsoft Windows and Apple Mac OSX desktop operating systems. Users must have a working internet connection to use the remote access service. Once a Remote Access connection is established, users may connect to the ICR network. Non-ICR Computer access User requirements The user must have access to a computer with the following requirements: 1. Use the supported operating systems: Only the following operating system and Web browser combinations are supported by the ICR Remote Access service: Windows XP SP3 with Internet Explorer (IE)7, IE8 or Firefox 3.6 or later Windows Vista SP2 with IE7, IE8 or Firefox 3.6 or later Windows 7 with IE8 or Firefox 3.6 or later Mac OS X 10.4, 10.5, or 10.6 with Safari 5 or later Older versions of Web browsers, Mac OS X and below, Windows 2000 or Windows Vista are not supported. Operating systems no longer supported or maintained by vendors shall be removed from this list. 2. The user will provide Internet connectivity. User Responsibilities Installation and Usage a) Only authorised staff members may use the remote access service to access ICR network resources. b) The remote access service is to be used for work-related activities only. Page 4

5 c) The user accepts full responsibility for installing and implementing the remote access service on private equipment. Reporting issues a) Users must be running the latest supported remote access client software. b) Users must follow all the available documentation before reporting problems. c) Before raising a call users are asked to check the following: You must be running the latest supported remote access client software. Instructions on how to run the checks can be found in the user guide on connecting for the first time. Equipment is powered on; Cables are plugged in properly; Please verify that you have an active Internet connection before contacting the IT Helpdesk; Check the approved version of anti-virus & operating system installed on the computer. Instructions on how to run the checks can be found in the user guide on connecting for the first time. IT responsibilities Provide support to users encountering problems with the remote access client software. ICR laptop users may be asked to bring in their equipment if it is not practical or efficient to carry out tasks requested over the telephone. Perform first level of diagnosis. Page 5

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