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1 Citrix Remote Access allows employees to access all parts of the city s computer network from any PC with internet connectivity. Simply type the URL for Remote Access on any internet browser anywhere, log-on as if you were at your desk, and icons for all of the available programs display. Citrix gives you the ability to remotely: utilize the full functionality of MS Outlook and calendar, access files from your personal or shared network drives, use most standard applications, control open programs through reconnect settings, and run sessions simultaneously from different locations. Did you know? Establishing remote access requires a simple, one-time installation that occurs during the first login. These instructions step through that process and provide solutions to common problems you may encounter. After installation, accessing the network is as simple as typing the URL and logging in. Note: For security, if you share a computer, log off Remote Access and then log back into Remote Access with your user name and password. Benefits of using Citrix include: increased security (traffic routed through firewalls and filters), extended life of older PC s, as processing speeds don t have to be upgraded to handle the newest applications since the processing is done at the server, opportunities to replace traditional PC s with thin client devices at significant cost savings, and more efficient application deployment and support. Logging in and Installing Citrix for the First Time Follow the steps to install Remote Access capability from any PC with internet connectivity: 1. Double-click the Internet Explorer icon on your desktop then type remote.coj.net (without www) in the address line of your internet browser and press [Enter]. Result: The City of Jacksonville Remote Access Welcome page appears. 2. Type your network log in username and password and click [Log on]. Result: The Download Client page appears. 3. Select the Citrix License Agreement check box then click [Download]. Result: The File Download Security Warning dialog box appears, Do you want to run or save this file? 4. Click [Run]. Result: The File Download Security Warning dialog box appears, Do you want to run this software? 5. Click [Run]. Note: Initial installation takes about one minute while the Citrix software loads on your PC. Result: An Installation Successful dialog box appears. 6. Click [Close]. Result: A message displays indicating that the most current client (Citrix) is installed. 7. If you are unsure the application was installed properly, click the User Guide link below the Applications tab. Result: The User Guide displays in.pdf format. Note: if the application does not launch, please see the Troubleshooting Remote Access Installation procedures at the end of this document. City of Jacksonville 1 of 6 Start Here >>

2 Opening an Application in Citrix Follow these steps to open an application: 1. Double-click the application's icon on Applications tab. Result: The Citrix MetaFrame dialog box appears. 2. You are ready to use your application. Result: The application's main window appears. Changing Your Applications tab View Follow these steps to change your Applications tab view: 1. Select a display type for the menu on the Applications tab. There are five types of displays: Icons, Details, List, Tree, and Groups. Result: The view updates based on your selection. 2. Click to refresh the Applications tab with any new applications or new versions of applications. Result: The Application tab updates with the latest updates, if any. Setting Your Preferences There are three types of settings that you can modify in Remote Access: General, Password, and User Experience. The steps on this page guide you through how to use the various settings. Selecting Your Preferred Display Language Follow these steps to select your display language: 2. In the General section, select a language form the Language list then click [Save]. Result: Remote Access pages update to reflect your language preference. Searching for an Application in Citrix Follow these steps to search for an application: 1. Type a word in the Search box above the Applications tab then click Result: The Search Results page appears. Turning Hints on or off Follow these steps to turn hints on or off: 2. In the General section, select the Show Hints check box to show hints on the Applications tab or deselect to hide hints on the Applications tab. Click [Save]. Result: Remote Access pages update to reflect your hints setting. Note: You can also close hints by clicking [X] beside the hint. You will need to begin at Step 1 of this procedure to turn hints back on. 2. Double-click on an application icon to launch the application or click [X] to close the Search Results page. City of Jacksonville 2 of 6 Start Here >>

3 Setting Your Custom Window Display Size Follow these steps to set your window display size: Window Size 2. In the User Experience section, select a window display size from the Window size list.. Result: The view updates based on your selection. 3. Click [Save] to save changes and go to the Applications tab. Did you know? If your Remote Access applications are running and idle after four hours, they will be disconnected, but remain open. After eight hours, all open and idle applications running in Citrix are closed. All open Citrix connections are ended on a nightly basis if not closed for the day, that is, you cannot continuously run a Citrix connection for more than 24 hours without logging off. Setting Your Logon Options You can change your log on options in Citrix depending on if you want to reconnect all open application sessions at log in, or you want to open just the disconnected sessions, or you don't want to reconnect any sessions. Follow these steps to set your log on options: 2. In the General section, select the Reconnect Sessions check box, then select which type of sessions to reconnect from the Reconnect Sessions list (All active and disconnected sessions or Disconnected sessions only). Deselect the Reconnect Sessions check box if you don't want to reconnect any sessions upon logging in. Click [Save]. Result: Remote Access updates to reflect your log on preferences. Note: Citrix automatically returns to the last folder visited the next time you log on. Changing Your Password By default, your Citrix user name and password are the same as your network log in. Follow these steps to change your password: 1. Click the Change Password? link at the bottom right of any Citrix page Result: The Change Password page appears. 2. Type your old password (existing password) and new password, then re-type the new password. Click [OK]. Result: Your password is updated in Citrix. Use this password the next time you log in to Remote Access. OR 3. Click Settings then click [Change Password] and follow the previous step Click [OK]. Result: You return to the Applications tab. Logoff Action Logon Action Setting Your Log off Options Follow these steps to set your log off options: 2. In the General section, select the Log of All Sessions check box to close all of your active sessions when you log off of Remote Access or deselect the check box to keep active sessions running after you log off. Click [Save]. Result: Remote Access updates to reflect your log off preferences. City of Jacksonville 3 of 6 Start Here >>

4 Configuring the Reconnect Feature in Citrix Follow these steps to set your Reconnect button options: Reconnect Setting 2. In the Reconnection Behavior section, select the Reconnect Sessions check box, then select which type of sessions to reconnect from the Reconnect Sessions list (All active and disconnected sessions or Disconnected sessions only). Deselect the Reconnect Sessions check box if you don't want to reconnect any sessions. Click [Save]. Running Client Detection to Check for a New Version of Citrix You can run client detection to check for a new or updated version of Citrix. If an update is available, you have the option of downloading it immediately. If you already have the latest version of Citrix, there is no action taken. Follow these steps to check for the latest version of Citrix: 2. In the Client Settings section click [Run Client Detection]. Result: If no updates to Remote Access are found, the following message displays on the Applications tab. 3. If updates to Remote Access are found, the Download Client page appears. 4. Select the Citrix License Agreement check box then click [Download]. Result: The File Download Security Warning dialog box appears, Do you want to run or save this file?. 5. Click [Run]. Result: The File Download Security Warning dialog box appears, Do you want to run this software?. 6. Click [Run]. Note: Initial installation takes about one minute while the Citrix software loads on your PC. Result: An Installation Successful dialog box appears. 7. Click [Close]. Result: A message displays indicating that the most current client (Citrix) is installed. Disconnecting a Session in Citrix You can disconnect sessions in Citrix without logging off of Remote Access. It's a simple as clicking a button and disconnecting the applications (without closing them). You can choose to reconnect sessions just as easily. Follow these steps to disconnect sessions: 1. Click the [Log Off] button at the top right of the Applications tab. 2. Click Disconnect Result: All active sessions are disconnected and a Logged Off message appears. Note: Though it appears you have just logged off of Remote Access, you have disconnected active sessions, also (see Setting Your Log off Options ). Therefore, if you maintain the default settings for Remote Access and log back in (see Setting Your Log on Options ), the sessions you disconnected will automatically reconnect. Have you logged off? You should log off Remote Access when it's not in use. The City of Jacksonville closes all open connections once nightly to ensure quality of service for all users. Based on your Account Settings, you may keep active sessions running even after logging off. See Setting Your Log off Options for more information. Reconnecting a Session in Citrix You can reconnect sessions with the click of a button in Citrix. See Configuring the Reconnect Feature within Citrix for more information. By default, Remote Access is set to reconnect All Active and Disconnected Sessions. Follow these steps to reconnect sessions: 1. Click the [Log Off] button at the top right of the Applications tab. Result: Disconnected and active sessions reconnect based on your selections or a message displays indicating there are no active sessions to reconnect. 2. Click Reconnect. Result: Your session is reconnected. Logging off Citrix Follow these steps to log off of Citrix. 1. Click the Log Off link at the top right of the Applications tab. Result: The Logged Off page appears. City of Jacksonville 4 of 6 Start Here >>

5 Troubleshooting Remote Access Installation It is possible to get to the Applications tab and not be able to access any applications. Here are some of the most likely causes of this problem. Common Problems There are several troubleshooting procedures including: changing internet security properties, clearing the Internet Explorer cache verifying that an encryption block is not enabled, and installing the Verisign Intermediate certificate. If none of these solutions below resolves your problem, please contact the ITD help desk at Installing the Verisign Intermediate Certificate Follow these steps to install a certificate on your PC: 1. Click here to download the certificate file and save it as cert.cer on your desktop. Result: cert.cer appears on your desktop. 2. Right click on the cert.cer icon on your desktop and select Install Certificate. Result: The Install Certificate Wizard appears. 3. Click [Next], then [Next] again, then [Finish]. Result: An Import Successful confirmation appears. 4. Re-try accessing the city network remotely. Changing Internet Security Properties Follow these steps to change internet security properties to enable remote access capability: 1. Click on Tools >Internet Options from the browser toolbar. 2. Click on the Security tab and click on the Internet Icon. 3. Click on Custom Level. Result: The Security Settings dialog box appears. 4. Adjust settings to match the City of Jacksonville Network standards as follows: ActiveX Download signed ActiveX controls Prompt Download unsigned ActiveX controls Disable Initialize and Script ActiveX controls not marked as safe Disable Run ActiveX controls and plug-ins Enable Script ActiveX controls marked safe for scripting Enable Downloads File download Enable Font download Enable Virtual Machine (VM) Java permissions High Safety Miscellaneous Access data sources across domains Disable Allow META REFRESH Enable Clearing the Internet Explorer cache Follow these steps to clear the Internet Explorer cache: 1. Click on Tools>Internet Options from the browser toolbar. 2. Click on the General tab. 3. Click on [Delete Cookies] and click OK. 4. Click on the [Delete Files] and click OK. 5. Click OK at the bottom of the Internet Options page, and re-try accessing the city network remotely. Step 4, continued Display mixed content Prompt Don t prompt for client certificate when no certificates or only 1 certificate exists Disable Drag and drop or copy and paste files Enable Installation of desktop items Prompt Launching programs and files in an IFRAME Prompt Navigate sub-frames across different domains Enable Software channel permissions Medium Safety Submit nonencrypted form data Prompt Userdata persistence Enable Scripting Active scripting Enable Allow paste operations via script Enable Scripting of JAVA applets Enable User Authentication Logon Automatic Logon only in Intranet zone 5. Click on OK to finish the settings adjustment. 6. Reopen the browser and follow the procedure in this guidefor Accessing the City Network Remotely. Did this resolve the problem? If not, then continue through the steps on this page. Checking the Encryption Block Follow these steps to verify that an encryption block is not enabled: 1. Click on Tools>Internet Options from the browser toolbar. 2. Click on the Advanced tab. 3. Scroll down to the Security section. 4. De-select Do not save encrypted pages to disk. 5. Click OK at the bottom of the Internet Options page, and re-try accessing the city network remotely. Uninstalling Citrix from the Control Panel Follow these steps to uninstall Citrix: 1. Click Start>Control Panel. Result: The Control Panel dialog box displays. 2. Double-click the Add or Remove Programs icon. Result: The Add or Remove Programs dialog box appears. 3. Click [Remove] beside Citrix XenApp Web Plugin. Result: The Add or Remove Programs Confirmation Step 3, continued dialog box appears. 4. Click [Yes]. Result: Citrix is uninstalled (removed) from your PC. Proceed to the first topic in this guide, Logging in and Installing Citrix for the First Time. City of Jacksonville 5 of 6 Start Here >>

6 Why Would I Want to? Use the Reconnect feature. First, there are two types of reconnects: you can reconnect sessions while already logged in to Remote Access or reconnect at log in. You need to understand a couple of terms related to the reconnect process to be able to choose your settings accurately. A session is what you d call opening an application while logged in to Remote Access (you can have one or many sessions (applications) running at the same time). A session can be active or disconnected, active meaning that it is open and running in Citrix. Conversely, a disconnected session closes to the user, but keeps running in Citrix behind the scenes. Disconnection may occur because of inactivity, whether voluntary (initiated by you) or involuntary (not initiated by you). You may choose to disconnect a session or it may happen due to loss of service, such as when a wireless card gets out of signal range. When you come back into range, the session will still be active as long as you have not manually disconnected it. Disconnecting is not logging off. If for any reason your active session of an application becomes inactive or disconnected, you can click Reconnect within Citrix and attempt to reconnect the session. You must be logged into Remote Access and have an established network connection for this feature to work. As long as the resource (application) is online (ready and available) on the remote server (the place where the resource lives or is hosted ), your disconnected sessions will reconnect upon clicking Reconnect. If your job requires you to view your work at multiple locations, the Reconnect feature can be very useful. Always remember to lock your PC when leaving your desk (or wherever you have logged into the COJ network). For instance, if you are running a session of MS Word in Remote Access and need to continue at another location. (Imagine a Judge in chambers that needs to view the same docket up on his office PC in a courtroom down the hall.) You have two options for reconnecting: Disconnected sessions only or All active and disconnected sessions. In the case of the Judge, a scenario is to lock the PC with the docket session running in Remote Access at the chambers desktop, then proceed to a courtroom, log into Citrix, and based on a Log on Reconnect setting of All active and disconnected sessions, the Judge will be able to view the same docket that was on the first PC as if viewing it from the chambers location (on the same page number, etc.). Behind the scenes, Citrix grabs the other instance of the document (in chambers) and displays it at the current location in the same disposition (state). See how helpful this Remote Access feature could be if you need to leave the office and continue a task from some place else? You can literally walk away from writing a sentence in a Citrix session on your work PC and complete the same sentence from a laptop in another city three hours later (Note: system-controlled four-hour inactivity disconnect and eight-hour inactivity close session rules apply). Use the Disconnect feature. If you have All active and disconnected sessions turned on at log in, but you haven t disconnected anything and there are no active sessions, then you will simply view the Remote Access Applications tab. If you have the need to run a process continuously after you close Remote Access then use Disconnect instead of closing Citrix or logging off without disconnecting first. Whether you choose to log in Disconnected sessions only or All active and Disconnected Sessions, if you clicked Disconnect while using MS Outlook in Remote Access, then logged back in less than four hours later, you would be taken to the same location in MS Outlook from the time of disconnecting. Think of disconnecting like using a bookmark or placeholder for your work or like freezing work in place. Of course, putting resources on hold or in a dormant mode is subject to whatever elements can be updated or refreshed by another party or system. No one will be able to type over your MS Word document or complete your s, but if you were viewing an employee timesheet in tas.coj.net and the timesheet was updated since your last session, you will need to refresh your page. MS Outlook is configured to check for new messages every few minutes, so a refresh may not be necessary; it all depends on the application. Use webmail.coj.net instead of remote.coj.net to access MS Outlook. If you use remote.coj.net for MS Outlook, only, consider viewing via webmail.coj.net. You can access your messages and calendar quickly, bypassing Remote Access, utilizing your same COJ username and password. webmail.coj.net is a great tool when traveling or on vacation to check in, make appointments, or adjust your Out of Office settings. Log off of Remote Access. You should log off of Remote Access when it's not in use. Remember to disconnect any active sessions you have if you want them to keep running after logging off. Otherwise, if you log off without disconnecting, all open sessions will close and not run when Remote Access is closed. ITD closes all Citrix sessions which are not active on a nightly basis (around 4am). If your Log on Reconnect settings are set to Reconnect disconnected sessions, your "bookmarked" sessions will open automatically at your next log in, as long as those sessions have not been terminated by the system. City of Jacksonville 6 of 6 Start Here >>

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