Welcome to Remote Access Services (RAS)

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1 Welcme t Remte Access Services (RAS) Our gal is t prvide yu with seamless access t the TD netwrk, including the TD intranet site, yur applicatins and files, and ther imprtant wrk resurces -- whether yu are at the ffice, at hme, r away n business. This dcument will guide yu thrugh the basics f getting up and running in RAS. Need mre infrmatin? Be sure t visit ur SharePint site nce inside TD s netwrk at TD Mail vs Virtual Desktp vs Extended Netwrk General Adding RAS t Trusted Sites System Requirements Timeuts FAQ General TD Mail Virtual Desktp Extended Netwrk TD Mail vs Virtual Desktp vs Extended Netwrk TD Mail is the best and quickest way t access yur TD while n the run. Simply enter yur credentials and get instant access t yur , regardless f device r brwser. It s a great way t keep up with wrk quickly, withut the time and verhead f having t run Outlk. Need mre than ? Virtual Desktp is the preferred emplyee full RAS experience. It gives yu virtual access t all yur TD applicatins and files, which are run and stred n TD servers. Yu wrk directly with the infrmatin n the servers, and nthing leaves ur data centres! It s a secure and fast way f wrking remtely, and uses the least bandwidth. Slw cmputer? N prblem; Virtual Desktp can be run by any device that can run an internet brwser! In cntrast, Extended Netwrk is a resurce-intense methd f using RAS. Basically, it des the ppsite f Virtual Desktp and extends the TD internal netwrk t yur cmputer r laptp, which requires all infrmatin being accessed t be sent acrss the netwrk, and regularly causes slw-dwns, time uts and ther negative experiences when dealing with large files. The nly time yu shuld be using this access methd is when yu are n an unstable Internet cnnectin (regularly drps); if yu require access t an applicatin that isn t available in Virtual Desktp; r if yu require access t netwrk drives General

2 The fllwing is general infrmatin that shuld be knwn and fllwed, regardless f service used. Adding RAS t Trusted Sites Sme users experience prblems with RAS due t security settings n their lcal cmputers. T keep this frm happening, it's best practice t add TD RAS t Internet Explrer's Trusted Sites. T ensure the best experience, avid errr messages such as "Page Cannt Be Displayed" and ther prblems, we will nw g thrugh the steps t adding TD RAS t Internet Explrer's Trusted Sites. G t the Tls menu, then click Internet Optins. Step 1 Select the Security tab, then the Trusted Sites (green check mark) icn. Once yu're n the Trusted Sites page, click the Sites buttn.

3 Step 2 In the text field belw "Add this website t the zne:" type: then click Add. Click Clse t return t Internet Explrer. Step 3 Step 4 The final step is t ensure that any persnal security sftware is cnfigured t accept cnnectins frm ras.tdbank.ca. If yu run anti-virus sftware, a hardware r sftware firewall, r any ther type f security sftware; cnfigure it s the RAS website is fully trusted. System Requirements

4 The system requirements t run Virtual Desktp are fairly minimal, given the small amunt f cmputer pwer it requires t run. Extended Netwrk n the ther hand requires mre pwer and higher speed internet. Supprted Windws Operating Systems: Windws 7, 32-bit and 64-bit editins (including Embedded Editin) Windws XP Prfessinal, 32-bit and 64-bit editins Windws XP Embedded Windws Vista, 32-bit and 64-bit editins Windws Server 2008 R1, 32-bit and 64-bit editins (nt supprted by XenDesktp cnnectins) Windws Server 2008 R2, 64-bit editin (nt supprted by XenDesktp cnnectins) Windws Server 2003, 32-bit and 64-bit editins (nt supprted by XenDesktp cnnectins) Supprted Internet Brwsers: Internet Explrer Versin 6.0 thrugh 8.0 Mzilla Firefx Versin 1.x thrugh 3.x Hardware Requirements: Standard cmputer with clur mnitr and sund card (ptinal) Any TD asset High speed internet Can be lw bandwidth fr Virtual Desktp Must be high bandwidth fr Extended Netwrk Timeut Infrmatin A timeut is a rule that watches yur activity while cnnected t RAS that discnnects yu fr ne f fur reasns. Sessin Timeut - Limits hw lng yu can stay cnnected frm the time yu lg int RAS Inactivity Timeut - Discnnects if n keybard r muse activity is detected fr a perid f time Discnnectin Timeut - Limits amunt f time yur sessin lasts if internet cnnectin is lst Traffic Timeut - Limits the time yur sessin will survive if there is n applicatin data flw If any f these fur threshlds are passed, yur RAS sessin will be discnnected and yu will be required t lg in. Timeuts are in place t preserve ur server resurces and minimize the risk t yu thrugh accunt lcking r data lss. If users were allwed t cnnect t RAS indefinitely, TD wuld require additinal Citrix licenses and servers. If sessins were allwed t run indefinitely, yur accunt wuld be lcked ut when passwrds were changed.

5 Timeut threshlds are quite generus and the vast majrity f users will nt be incnvenienced by them, even if they wrk 12 hur days XenApp Sessin Timeut Applicatins launched frm the internal r XenApp will be autmatically lgged ut after 2 days. XenApp Inactivity Timeut Applicatins launched frm the internal r XenApp will be autmatically lgged ut after 6 hurs f n keybard r muse activity. XenApp Discnnectin Timeut Applicatins launched frm the internal r XenApp will be autmatically lgged ut if yu lse cnnectivity. VPN Sessin Timeut VPN laptp cnnectin t the TD netwrk is limited t 12 hurs after lgn. VPN Inactivity Timeut Extended Netwrklaptp cnnectin t the TD Netwrk will be terminated after 4 hurs f n keybard r muse activity. VPN Traffic Timeut Extended Netwrk laptp cnnectin t the TD netwrk is limited t 8 hurs if n applicatin data is passed t r frm the TD netwrk. Apps Online (Internal Applicatin Prtal) Sessin Timeut The internal applicatin prtal (appsnline) sessin is limited t 90 minutes. Citrix applicatins already running will nt be terminated by the timeut, but yu will have t lg back in t pen additinal applicatins. XenApp Sessin Timeut RAS ( sessin is limited t 12 hurs. Citrix applicatins already running will nt be terminated by the timeut, but yu will have t lg back in t pen additinal applicatins. FAQ General Q: What service shuld I use in RAS? A: Yu shuld use the fllwing: TD Mail fr quickly keeping up with ; this is the best service fr yur persnal smartphne. Virtual Desktp shuld be yur primary access pint, regardless f device if yu require mre than . It's the fastest and mst secure ptin with the best end user experience.

6 Extended Netwrk shuld nly be used when necessary, nly frm TD laptps. Use fr shared drive access; when n unstable internet cnnectin; r when LB app isn't virualized. TD Mail Q: What is Quick Apps? A: Quick Apps is currently the quickest way t access yur n the g, n any device. Q: Why dn't I just use Virtual Desktp t lk at my ? A: If all yu are ding is sending and receiving , Quick Apps is a much faster, easier t use and cheaper slutin than using the full Virtual Desktp. Q: D I have t d anything t sign up fr TD ? A: N, everyne wh has Remte Access has been added t TD . Q: I get Errr 29 when attempting t lg int TD Mail - help? A: Ensure yu haven't bkmarked the lg-in screen, access TD Mail either thugh the RAS Landing page, r by bkmarking t Errr 29 als happens when a ckie times ut. T keep this frm happening, each time yu lg int TD Mail navigate t the RAS Landing page r Q: What technlgy am I lking at my in? A: Outlk Web Access (OWA), a tl that has nearly all f the functinality f Outlk, delivered via a web interface. Q: D I lse any functinality using OWA vs Outlk in Virtual Desktp? A: Yu are unable t launch int Micrsft Office Applicatins when pening attachments. All attachments are pened as PDFs. Virtual Desktp

7 Q: What is Virtual Desktp? A: Virtual Desktp gives yu virtual r clud access t yur applicatins and data. Everything is hused and run n ur servers. This is ur best full access experience. Q: What technlgy drives Virtual Desktp? A: Cirtix XenApp drives the delivery f yur applicatins and infrmatin Q: I receive an Access Denied errr, hw d I fix this? A: Ensure yu have fllwed these steps carefully. Make sure yu click "Yes", "Allw", r "OK" t any dialgue bxes r security prmpts that are displayed during the lgn prcess. If yu are still receiving the errr, allw the SecurID tken t change the six digit passkey. This may take up t 60 secnds. If after cmpleting the abve yu are still unable t lg n, please call Enterprise Service Desk. The supprt representative will be able t assist yu in trubleshting yur specific issue, and can reset yur SecurID tken, yur passwrd, r reset yur accunt if it is lcked. Q: When attempting t sign int RAS, I receive a Page Cannt Be Displayed Errr? A: Check the RAS Landing Page t see if News and Infrmatin give infrmatin n any utages. This is a very rare ccurrence. The errr is usually as a result f settings n yur lcal cmputer r internet brwser. Ensure yu ve added RAS t Trusted Sites. Q: Lgging int r using Virtual Desktp takes a lng time, is there a way t speed things up? A: The mst cmmn issue with RAS slwness is a hme internet cnnectin prblem. Brwse t cmmn web sites t see if they lad slwly. A gd speed testing site is If yur internet cnnectin is nrmal and yu cntinue t experience slwness while accessing RAS, please call yur service desk. The supprt representative will assist yu in trubleshting yur specific issue and prvide a slutin. Q: When I click n an applicatin icn frm the applicatins web page, nthing happens. Hw can I run them?

8 A: Ensure yu have fllwed installed the Citrix client. The RAS website must be in yur Trusted Sites list, and all firewall and persnal security sftware must fully trust the RAS site in rder t run applicatins frm Virtual Desktp. Q: When I click n an applicatin icn frm the applicatins web page, I'm asked t dwnlad a file. Hw can I run them? A: Yu must dwnlad and install the Citrix client befre running any applicatins frm Virtual Desktp. Q: I get discnnected frm Virtual Desktp frm time t time, why is this? A: We have cnfigured timeuts t ensure data security and save resurces. Q: I have bth Office 2003 and Office 2010 applicatins shwing in Virtual Desktp, which shuld I use? A: When launching Outlk, always use the 2010 versin. Using 2003 will crrupt yur prfile and require a prfile reset befre yu can view again. Yu can use whichever versins f the ther Office applicatins, thugh it is suggested yu use the mst recent. Q: When I save a file while wrking in Virtual Desktp, it disappears. Where am I suppsed t save t? A: Make sure when saving t select yur P: T d this, navigate t the desktp by clicking the Up One Level buttn (r hitting Alt + 2), then duble click the flder with yur ID, then duble click yur P: Q: When pening Windws Explrer, where will I find my files? A: When lking fr yur persnal files and directries that aren't lcated n a shared netwrk drive, always navigate t yur P: Q: Can I send files t my persnal cmputer? A: N, this is against bank plicy. This is why yu are unable t save directly t yur wn cmputer. With Virtual Desktp, everything is hused n ur servers. Extended Netwrk Q: What is Extended Netwrk?

9 A: Extended Netwrk puts yur device n TD's netwrk, creating a cnnectin that allws yu t run yur applicatins and view yur infrmatin lcally n yur TD laptp. This access type shuld be used n an as needed basis, as it's cmplex, expensive t use, difficult t supprt, and delivers an incnsistent end user experience. Q: What technlgy drives Extended Netwrk? A: Citrix drives the delivery f yur applicatins and infrmatin. Q: Hw d I set up Extended Netwrk fr my first lgn? A: Check ut the step by step instructins. Q: I receive an Access Denied errr, hw d I fix this? A: Ensure yu have fllwed these steps carefully. Make sure yu click "Yes", "Allw", r "OK" t any dialgue bxes r security prmpts that are displayed during the lgn prcess. If yu are still receiving the errr, allw the SecurID tken t change the six digit passkey. This may take up t 60 secnds. If after cmpleting the abve yu are still unable t lg n, please call Enterprise Service Desk. The supprt representative will be able t assist yu in trubleshting yur specific issue, and can reset yur SecurID tken, yur passwrd, r reset yur accunt if it is lcked. Q: When attempting t sign int RAS, I receive a Page Cannt Be Displayed Errr? A: Check the RAS Landing Page t see if News and Infrmatin give infrmatin n any utages. This is a very rare ccurrence. The errr is usually as a result f settings n yur lcal cmputer r internet brwser. Ensure yu ve added RAS t Trusted Sites. Q: Lgging int r using Extended Netwrk takes a lng time, is there a way t speed things up? A: The mst cmmn issue with RAS slwness is a hme internet cnnectin prblem. Brwse t cmmn web sites t see if they lad slwly. A gd speed testing site is When using VPN, the prblem culd be caused by any number f things. The file yu're trying t access is large and difficult t send ver the internet, yur laptp culd be having a difficult time lading the infrmatin send thrugh vpn, etc.

10 If yur internet cnnectin is nrmal, the files yu're accessing are small and yu cntinue t experience slwness while accessing RAS, please call yur service desk. The supprt representative will assist yu in trubleshting yur specific issue and prvide a slutin. Q: I get discnnected frm Extended Netwrk frm time t time, why is this? A: We have cnfigured timeuts t ensure data security and save resurces.

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