Virtual Desktop Frequently Asked Questions (FAQs)

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1 Virtual Desktop Frequently Asked Questions (FAQs) 1. What is desktop virtualization? With desktop virtualization, all of the programs, applications, processes and data are kept on a server and run centrally. Virtual desktop infrastructure, is the server computing model that enables desktop virtualization, encompassing the hardware and software systems required to support the virtualized environment. A virtual desktop is a software implementation of a desktop that executes programs like a physical computer. (Definitions from Wikipedia) 2. How does Virginia Western implement virtual desktop services? At Virginia Western, the VMWare program needs to be loaded to whatever device is going to access the VWCC cloud. The virtual desktop provides access to a group of application and file storage servers that exist in the Virginia Western computer room, which are then accessed through the Internet using the VMWare View Client software program. 3. Who do I contact for help with the virtual desktop? Call the Help Desk at or send an to helpdesk@virginiawestern.edu. 4. What is the virtual desktop connection screen? The virtual desktop connection screen shows the virtual desktops that are available to a user after they have logged into the VWCC cloud using the VMWare View Client software program. Each virtual desktop is a separate

2 entity that may have its own operating system and applications that can be run by a group of users. Virtual Desktop Connection Screen 5. What operating system and programs are available on the virtual desktop? The primary selection on the virtual desktop connection screen, Windows 7 Production utilizes Windows 7 for the operating system and includes Internet Explorer and Microsoft Office 2013 (Word, Excel, PowerPoint, Outlook and Publisher). Mozilla Firefox and Adobe Reader are also available. Other programs can be loaded as necessary with prior approval. 6. I can t change the background picture on the virtual desktop. This is by design. Since the keyboard and monitor are on your physical computer and the processing is done on servers at Virginia Western, the screen image has to be continually sent through the Internet. A large graphic background can significantly slow the processing due to the large amount of graphic data that would need to continually be sent through the Internet. 7. I thought the virtual desktop would look the same as the desktop on my physical computer s desktop when I log in from another computer. Unfortunately the first time you access a virtual desktop, it s the same as getting a brand new computer. All of your shortcuts and favorites have to be set up. Once this is done, the virtual desktop will look the same no matter what computer you log in from, but it will not look like the desktop on your physical computer unless you configure the virtual desktop to look like the desktop on your physical computer. There is no link between the virtual desktop and the physical desktop, so if you make a change on one and want the other to look the same, then you ll need to change it both places.

3 8. How do I transfer files from my physical computer to the virtual desktop (or vice versa)? You should copy any files you need to your network I: drive and access it from there. If the physical computer is not connected to the campus network, you can copy the files to a USB drive, then save them to the network I: drive. Never copy files with sensitive data (SSNs, home addresses, grades, etc.) onto a USB drive. 9. How do I do a Reboot while in the virtual desktop? If you are using a thin client, you can press CTRL-ALT-Delete or CTRL-ALT-Insert, but if you are using the VMWare program on a desktop or laptop, then only CTRL-ALT-Insert will interrupt your virtual session. 10. I disconnected from the virtual desktop, but when I tried to open it a few minutes later, I didn t have to login. Why? The explanation for this is different depending on the device that you are using to access your virtual session, plus you must take steps to avoid this happening if you are using a shared computer or thin client. a. Thin Client: If you are accessing your virtual session from a thin client, when you get ready to end your session you have the options of Log Off, Lock, or Shutdown. Log Off and Shutdown essentially work the same way closing all of the programs in your session and taking you back to prepare to log in. Lock will lock your session, so that the next time you log in you can pick up right where you left off even if you log into your session from another computer. Caution: You only want to lock a thin client if it s assigned to you alone and not a shared thin client, such as an adjunct thin client, because the next user will not be able to log on without shutting down the thin client manually, just like a locked desktop. b. VMWare: When using the VMWare program to access your virtual session from a desktop or laptop computer, when you are ready to quit, you have the options to log off, disconnect or log off and disconnect. Selecting Shutdown or just closing the VMWare window are the same as disconnecting. If you disconnect, but don t log off, the system will wait 30 minutes before automatically logging your session off. During this time you can re-access your session without logging in from the same computer. This is not good, because anyone else can also access your session. The best way to close out your session on VMWare is to choose Disconnect and Log Off from the Options menu on the VMWare toolbar unless you want to be able to log into the same session you are currently using, in which case, do a CTRL-ALT-Insert and lock the session, then you can just disconnect by closing the window. 11. Why did the files disappear that I saved to the C: drive a few days ago? On the virtual desktop, the C: drive is for the standard image and should NOT be used to store your files. This C: drive is not the same as the C: drive on your physical computer. Files need to be stored on one of the network drives (I:, J:, K:, or L:). 12. My virtual desktop appears to be hung up, what do I need to do? For VMWare, the first step is to do a reset, which is the same as a reboot on a physical computer. This can be done from the Options menu on the toolbar or by closing the windows, then re-accessing VMware View Client and selecting the reset option from the menu to the right of the virtual desktop selection on the virtual desktop connection screen.

4 13. My virtual desktop is unresponsive. What do I do? Restarting the virtual desktop will often clear an error condition. For VMWare, on the toolbar choose Options>Reset Desktop. This will end your remote session. You can then log back in. 14. My icons have disappeared, how do I get them back? In regards to the virtual desktop, if you have multiple virtual desktops that you can log into (see #5.), check first to make sure that you ve logged into the correct virtual desktop. If you have, then you may need to recreate the icons the same way that you created them in the first place, when you created them on your physical computer desktop. The icons can disappear if your virtual desktop needs to be refreshed or if the server version of VMWare is updated. 15. What should I do if I cannot access my virtual desktop, how do I get my information then? Contact the Help Desk at It may be a case where the servers are down and no one can get in or there may be something wrong with your virtual desktop. 16. Can I print from home? What printers can I print to? You will be able to print to your home printer if your printer is connected to the computer through a USB cable. You won t be able to print if it s connected through a Centronics or serial cable. You will also have access to print to campus printers if needed. Printer Cables USB Cable Centronics Cable Serial Cable 17. I need software that is not currently on my virtual desktop. Can I install the software? IET will need to open a ticket to review the software you are requesting. If we do not yet have it as a packaged application we may be able to package it for you. If we are unable to package the software, your virtual desktop will need to be unlocked so the software can be installed. Be advised that if you install software yourself, if your virtual desktop instance has to be refreshed, you will then have to reinstall any software that you installed yourself. 18. Can I access my virtual desktop if I do not remember my password? You will have to contact the Help Desk to have your password reset. 19. Whenever I am using my virtual desktop the network shows continuous activity, why? Your computer receives and transmits a constant stream of data with the server at VWCC while connected to your virtual desktop, to reflect the changes on the monitor screen.

5 20. Can I use 2 monitors with the VMWare software? Yes, on the following screen, make sure the Display field is set to Multimonitor instead of Full Screen. 21. What is the little red box in the corner of the virtual screen? This is just a signal that some of the internal processing of your virtual session is being handled by the graphics coprocessor rather than the central processor.