1 Remote Access Portal (RAP) Installation and User Guide W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 1 of 12
2 1. Introduction 3 2. Support 3 3. Technical Requirements 4 4. First time Installation Install Blackshield Internet Explorer Settings Install the RAP service Logging into RAP 8 5. Troubleshooting & Frequently Asked Questions 11 W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 2 of 12
3 1. Introduction The Remote Access Portal (RAP) allows any Havering staff member to work from home using their personal home computer as though they are in the office. As long as you have a Havering network login account, a home computer/laptop and a broadband connection (see technical requirements) you will be able to use this service. You can also use this service from home from a corporate laptop. RAP is designed for use from home as agreed by your manager. Users of the service must adhere to the authority s protocol and procedures where set out. 2. Support Please ensure you have checked the technical requirements and frequently asked questions before you contact us. Log a call through the Self-Service Portal on the Intranet; Phone us on (Monday to Friday 8am to 6pm) Visit the ICT Drop In Point, Lower Ground Floor, Town Hall (Monday to Friday 9am to 5pm) We are not able to provide direct support for your personal hardware. Whilst we may be able to help identify the area of an issue, you will need to contact your ISP or systems provider to resolve any underlying difficulties. W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 3 of 12
4 3. Technical Requirements Your home computer must meet the specifications within the table below in order for RAP to work correctly. Your computer Access rights Broadband Connection Minimum software specification You will need to have administrator rights in order to install and use the RAP service Any ISP provider with modem/router hardware Operating System Windows 8 and 8.1 (32 bit and 64 bit - must use the 32 bit version of Internet Explorer) Windows 7 (32 Bit Only) Browser Microsoft Internet Explorer 8 and above RAP does not work on Safari or Firefox on Windows Anti-Virus Firewall Any active and up to date anti-virus is required for example ESET s nod32 F-secure McAfee Microsoft Security Essentials (Free) Avira (Free) Any active and up to date software firewall is required. W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 4 of 12
5 4. First time Installation Please check the technical requirements before you attempt to install this software. You will also need to be logged on with administrative rights onto your computer Install Blackshield Blackshield sits alongside RAP and provides 2 levels of secure authentication (2- factor authentication) for all users who need to remotely access our systems and data, for example when working from home. Before using RAP, you need to install Blackshield. Please raise a Service Request with the ICT Service Desk to request Blackshield enrolment. Once the Service Desk has sent you your Blackshield enrolment , please follow the instructions to install the token onto your PC or mobile device. An SMS service is also now available. You can find Blackshield installation instructions on the Intranet Internet Explorer Settings If you are working from a corporate Havering laptop, the Internet settings will already be set for you, If you are working from a personal device they may need to be amended. If you are using a Windows 7 PC you should have an Internet Explorer icon available through the start menu (do not use 64 bit), if not please see the instructions below* for Windows 8 on how to find this application and create a shortcut. If you are using a Windows 8 device, you will need to click on the Desktop tile found on Start screen as shown below and select Internet Explorer from that screen. If Internet Explorer is not present on the desktop, please go to My Computer and browse to C:\Program Filesx86\internet explorer\iexplore.exe You can set this as a shortcut on your desktop page by right clicking on it and selecting Send to Desktop, where you will be able to access it in future. W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 5 of 12
6 4.3. Install the RAP service (a) Run the internet browser and in the URL address bar at the top of the Browser Window, enter the RAP address as shown below. https://rap.havering.gov.uk (b) The browser will return a page (or similar) as shown below. If a request to Install appears, click the Install button and press OK and agree to all questions regarding permissions to download and trusted sites. (c) Next, Active-X controls will need to be downloaded and installed. The browser will display the screen (or similar) below. Right click the mouse on the large message indicated by the oval to present the next dropdown menu as shown. Please note that on newer browsers this option may not show up. W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 6 of 12
7 (d) Click on the first option: [Install This Add-on for All Users on This Computer ] (e) Wait until the next message box appears as shown below and click the Install button to complete the download. (f) The following message box will appear and you will need to click the Yes button. W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 7 of 12
8 (g) The final stage of the installation will present the dialogue box (or similar) below. Select the Always radio button and click Trust. (The website name will be: https://rap.havering.gov.uk) (h) The next screen you should see is the RAP log in screen. You have now successfully installed RAP Logging into RAP W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 8 of 12
9 (a) From the login screen, sign in with your Network Credentails Username = Your Network Username (eg BLOGGSJ) Password = Your Network Password (eg ***********) Blackshield Pin Password = Blackshield PIN plus Blackshield one-time password - no spaces in between (e.g ) The Blackshield PIN is the 4 digit PIN you were given when you first enrolled for Blackshield. The one-time password is the password generated by your token. (b) Click on OneSource Desktop and click connect to the screen below:. W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 9 of 12
10 (c) You will be presented with a Windows Security box. Please enter your credentials for your Havering account preceded by Romford\. E.g. Username: Romford\BloggsJ, Password: Havering password (d) (e) You should now be presented with a blue windows logon screen that is applying your settings before being passed through to the OneSource Desktop. From this point onwards you will be able to access everything you normally do through the start menu. Please note that if you have not used the OneSource desktop before the desktop screen and the start menu where previously opened programs or saved files show up will not be populated (Please also refrain from saving anything to your desktop and use the shared drives/u: drive provided). W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 10 of 12
11 5. Troubleshooting & Frequently Asked Questions Please check the frequently asked questions below before you contact the ICT Service Desk with any RAP issues. Problem: Trying to get onto RAP and it says the device is not compatible. Solution: Check the technical requirements (paragraph 3) to ensure that the versions of software you are using are compatible with RAP. Problem: Trying to access RAP and it gives an error message saying that the device doesn't meet policy requirements. Solution: Run a live update of your anti-virus software. Double-click on the anti-virus shield icon (usually at the bottom right of your screen) and run an update. Problem: You get an error message Internet Explorer is unable to display a web page. This error normally happens on corporate laptops. Solution: Select Tools Internet Options. Select the Connections tab then select the LAN Settings button. If the box Use a proxy server for your LAN is ticked, then untick this box. When you are back in the office, you will need to re-tick this box. W:\data02\Helpdesk\Procedures\RAP\RAP Installation Guide 2015.doc Page 11 of 12
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