2 Table of Contents 1 Overview Requirements Security Computer Application Web Browser Prerequisites Logon Logoff Microsoft Windows Citrix Client Troubleshooting Clear Cookies / Internet Cache Reset Browser Options Reset Advanced Settings Check File Type Association Disable Proxy Auto-Detect Apple Macintosh Citrix Client Troubleshooting Download Safe Files Clear Cookies Empty Cache Applications Microsoft Remote Desktop (RDP) LANDesk Connector Support References Page 2 of 31
3 1 Overview The connect web site (connect.chop.edu) is used for secure remote access into CHOP trusted network. This guide is for Citrix access to CHOP applications and servers. 2 Requirements 2.1 Security Have a CHOP network login User Name and Password. Entrust Passcode Requirements o Users that have been issued a token (Required) o Supervisors in CHOPOne (Required) o Non-Supervisors (Not Required) 2.2 Computer Network Connection Your computer needs to be able to access the Internet or be connected to the CHOP network. Operating Systems Windows XP, Vista, 7, 8 Mac OS Application Web Browser Microsoft Internet Explorer Safari Prerequisites Please disable any browser pop-up blockers. (IE, Safari, Google & Yahoo Toolbars, etc.) Please Uncheck Do not save encrypted pages to disk under Internet Options, Advanced, Security section. 3 Logon 1. Launch a browser session (Ex: Internet Explorer / Safari) with the following typed in the address field: connect.chop.edu. 2. Please enter your User Name, Password, and Passcode (If Required - See Section 2.1) in the appropriate fields then click the Log on button to proceed. The User Name and Password should be the same credentials you use when logging onto the network while on-site at CHOP facilities. Page 3 of 31
4 3. Clicking on the Log on button above. 4. Your connection speed will determine how soon you will be greeted by the screen below which should be a list of applications that you can use remotely via Citrix. Simply double-click the application you want to access and use it as if you were on-site at CHOP. Note: Not all CHOP applications are available through Citrix. Page 4 of 31
5 4 Logoff 1. To logoff, exit the application you were using properly and click on the Log Off button in the top right corner of the screen below. Page 5 of 31
6 Page 6 of 31
7 2. You will be presented with the following screen. 5 Microsoft Windows 5.1 Citrix Client 1. Launch a browser session with the following typed in the address field: connect.chop.edu. You should see the following screen: Page 7 of 31
8 2. Click on the Citrix Client link to download. 3. Select Download Receiver for Windows 4. Select I agree to the terms of the Citrix License Agreement 5. Select Continue 6. Select Run 7. Select Install Page 8 of 31
9 5.2 Troubleshooting Clear Cookies / Internet Cache Internet Explorer 7 Select Tools Delete Browsing History Select Delete files Page 9 of 31
10 Select Yes Select Delete cookies Select Yes Select Close Close all IE7 windows before trying to launch Citrix again. Internet Explorer 8 / 9 Enter Ctrl+Shift+Del Select All Check Boxes Except Preserve Favorite website data Page 10 of 31
11 Select Delete Close all IE windows before trying to launch Citrix again Reset Browser Options Internet Explorer 7 / 8 / 9 Select Tools Internet Options Page 11 of 31
12 Select Reset all zones to default level Select OK Close all IE windows before trying to launch Citrix again Reset Advanced Settings Internet Explorer 7 / 8 / 9 / 10 Select Tools Internet Options Select the Advanced tab Page 12 of 31
13 Select Restore advanced settings Make sure Do not save encrypted pages to disk is unchecked Make sure Use SSL 2.0 and Use SSL 3.0 is checked Select OK Select OK Check File Type Association Windows XP Launch My Computer or Windows Explorer Select Tools Folder Options Select the File Types tab Confirm that the ICA extension is set to Citrix ICA Client Page 13 of 31
14 5.2.5 Disable Proxy Auto-Detect Internet Explorer 7 / 8 / 9 / 10 Select Tools Internet Options Select the Connections tab Select LAN settings Page 14 of 31
15 Make sure Automatically detect settings is unchecked Select OK Select OK Close all IE windows before trying to launch Citrix again. Page 15 of 31
16 6 Apple Macintosh 6.1 Citrix Client 8. Launch a browser session with the following typed in the address field: connect.chop.edu. You should see the following screen: 9. Click on the link to download the Citrix Client. After the software is downloaded and the disk image is mounted, double click on the installer application. Page 16 of 31
19 14. Select Install. 15. Enter Administrator Name and Password. 16. Select Install Software Page 19 of 31
20 17. Select Close. Note: The Citrix Receive standalone application isn t currently supported. If you run the application, please select cancel to close. Page 20 of 31
21 6.2 Troubleshooting Download Safe Files 1. Open Safari. 2. Go to the top menu bar and select Safari Preferences 3. Under the general tab, check the box next to Open safe files after downloading 4. Close the preferences window. Page 21 of 31
22 6.2.2 Clear Cookies Safari 1. With Safari open, click on Safari in the menu bar and select Preferences. 2. Click on the Security icon, and then click on the Show Cookies button. 3. Select Remove All. Page 22 of 31
23 4. When prompted select Remove All. 5. Quit Safari and restart Safari Empty Cache Safari 1. With Safari open, click on Safari in the menu bar and select Empty Cache. Page 23 of 31
24 2. Select Empty. 3. Quit Safari and restart Safari. 7 Applications 7.1 Microsoft Remote Desktop (RDP) 1. Click on the RDP Icon. 2. You will be presented with a Remote Desktop Connection dialog box. 3. Enter the server IP or DNS address. 4. Click on the Connect button. 5. You will be presented with a security dialog box. Click OK if you accept. Page 24 of 31
25 6. Please enter your User Name, Password, in the appropriate fields. Select CHOP-EDU in the Log on to dropdown and click the Login button to proceed. Page 25 of 31
26 7. Upon successful authentication, you will be presented with a server console. Page 26 of 31
27 8. To disconnect without closing any applications running, click on the X in the upper right corner. 9. Click on the OK button to proceed. 7.2 LANDesk Connector 1. Click on the LANDesk Connector Icon. Page 27 of 31
28 2. When the PE LANDesk Connector launches, you will have a window that looks similar to this: (Please Note: You will most likely not see as many machines in your display window, depending on your access level.) 3. If the computer you wish to remotely control is easily viewable in the list, simply highlight it and click Remote Control. 4. You can also search for the device you would like to remote control by selecting one of the selections from the dropdown box, populate your search criteria, and click Find. Page 28 of 31
29 5. A Remote management box will open. You are now remotely controlling the machine. Note: You may be prompted to enter credentials. Please do so and then continue. The credentials screen will look as follows: 6. After clicking the connect button the remote control application may ask the user for permission to remote control the computer (shown below). When establishing a remote control session with a computer it is important that someone be on the computer to allow access. The remote control session will start after the client accepts the request. Page 29 of 31
30 7. Log in to the Novell and Windows and perform all desired tasks. "Ctrl + alt + D" is the equivalent of "ctrl +alt + delete" in the host machine. 8. When you are finished, press "ctrl + alt + s" to close the connection, then close the Remote Control window. Hotkey combinations can be found in the appendix of this document. Permissions Problems for LANDesk Connector You may be prompted to enter credentials. If you are prompted for credentials, ensure that the requirements for LANDesk Remote Control function stated above in Requirements are met. If you still receive the credentials prompt after all requirements are met, contact the IS Service Desk and open a support incident for the computer you are trying to access. The credentials request will look as follows: Special Hotkey Combinations for Commands: Ctrl + Alt + D = Ctrl + Alt + Delete Ctrl + Alt + S = Close connection to host machine Ctrl + Alt + M = Enter full screen mode Ctrl + Alt + K = Lock out remote keyboard and mouse Page 30 of 31
31 8 Support References Connect-To-CHOP Help Desk: Entrust Support Web Page: https://ishelp.chop.edu Page 31 of 31
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