HHS Remote Access. End User Reference Guide VERSION 2.2

Transcription

1 HHS Remote Access End User Reference Guide VERSION 2.2 5/08/2013

2 Table of Contents INTRODUCTION... 3 Purpose of This Document... 3 Intended Audience... 3 REQUIREMENTS... 3 Supported Devices... 3 Supported Operating Systems... 3 Supported Browsers... 3 Unsupported Configurations... 3 Things You Will Need... 3 OVERVIEW OF REMOTE ACCESS... 4 CITRIX SOFTWARE INSTALLATION... 5 Windows Computer Software Installation... 5 Apple Computers Software Installation... 7 HOW TO SETUP YOUR ACCOUNT & COMPUTER FOR FIRST TIME LOGIN... 8 HOW TO START A REMOTE ACCESS SESSION Things to Note Once Connected TIPS & HINTS HOW TO GET HELP Page 2 of 13

3 INTRODUCTION Purpose of This Document The purpose of this document is to provide detail instructions and guidance on how to use setup and use HHS remote access tools to connect to the HHS internal business applications. Please read this document in its entirety before calling the IS Service Desk for assistance. Intended Audience All HHS employees and designated and approved third-parties vendors who are authorized for remote access to HHS applications. REQUIREMENTS There are several requirements that must be met in order to assure a pleasant and reliable remote access experience: Supported Devices Supported Operating Systems Windows supported Workstations Windows supported Laptops Apple Workstations Apple Laptops Windows XP with Service Pack 3 Windows 7 Windows 8 OS X v (Leopard Mountain Lion) Supported Browsers Windows: o Internet Explorer V8 or higher o Firefox v10 or higher Apple/OS X: o Apple Safari v5 or higher o Firefox v10 or higher Unsupported Configurations ipad devices Google Chrome Browser is not supported. Android Devices or pads Virtualized local desktops, like VBOX or FUSION Smart phones of any type running on Windows or OS X. NOTE: On non-county owned devices, the Information Services department will make a best effort to provide troubleshooting assistance should you require it. On County owned devices we provide full service. Things You Will Need 1. A current active HHS network account (also known as your Active Directory account). 2. You must have completed the necessary remote access permission forms supplied by IS. These are available on Valley Pages, using the Information Services link. Contact the IS Service Desk if you have questions. 3. An approved and supported device as noted above. 4. An approved internet browser as noted above. 5. If a Windows device Citrix Receiver for Windows software. (Available from our Remote Access website.) 6. If an Apple device Online Plug-in for Mac 11.2 (Available from our Remote Access website.) Page 3 of 13

4 OVERVIEW OF REMOTE ACCESS The primary purpose of remote access is to provide off-premise access to our key internal enterprise wide applications for use by Physicians, Nurses, and related clinical and administrative staff. Remote Access to your privately installed desktop applications at work, or departmental installed applications at work is not supported. Remote access may also be used for limited Telework usage by County employees. Remote access may also be granted to third-party vendors on a case-by-case basis, in support of our internal systems and the products they maintain or support under contractual agreement. Remote access is not to be confused with VPN, a well-known industry term. Remote Access differs from VPN in the following key ways: Remote Access is designed to protect our sensitive and protected and confidential information. As such, cut & paste, and printing are disabled at all times. The entire Remote Access user experience will be delivered via a web browser, including running any of our key internal applications. As such our remote access solution is more efficient and faster than standard VPN tunnels. The software installed or required on your local computer is lightweight, easy to install, and won t consume large amounts of your computer resources. Remote access is designed and tuned for good performance, even over slow network connections. Remote Access permits us to present you a consistent, reliable, and familiar interface as near as possible to what you would experience as if you were onsite. Remote access is a more secure than traditional VPN. The technology used to deliver remote access to our staff and employees is based upon Citrix technology and infrastructure. Citrix is a well known industry provider of lightweight remote desktop solutions for large enterprise environments. For more information on Citrix, please visit their website: Page 4 of 13

5 CITRIX SOFTWARE INSTALLATION Windows Computer Software Installation NOTE: Please turn off your pop-up blocker on your web browser before proceeding. If you don t have Citrix Receiver installed already, please install the HHS certified version of the Citrix Receiver from our website. Certified means we have validated this version of the Citrix Receiver to work well with our remote access solution. A link to the software download may be found on the main page of our remote access website: (trailing slash is required) From this web page, you can download the Windows Citrix Receiver software as noted below: After you download and save the file (CitrixReceiver.exe), double-click the file to start the installation process. Follow the instructions to install the Citrix Receiver. Sample screen shots follow: Page 5 of 13

6 You may confirm installation by checking if you have the icon noted below on your task bar: Page 6 of 13

7 Apple Computers Software Installation NOTE: Please turn off your pop-up blocker on your web browser before proceeding. Special Note: Google Chrome browser is specifically not supported on devices for purposes of Remote Access. Chrome has shown to be unstable and issue prone. We highly recommend using Safari, or Firefox. Safari is our first recommendation for Macs. Apple computers and laptops have known compatibility issues with our Remote Access solution. This is due primarily to lack of complete support from Citrix. The HHS-IS department has determined that the following setup is the only viable configuration that will consistently work on Mac OS X and yield a reliable user experience: 1. Uninstall all previous installations of Citrix Receiver if any. You can do this by checking to see if Citrix Receiver is available as one of your applications. If it is, please uninstall by dragging the Citrix Receiver to your trash can. 2. Install the Citrix Online Plug-in for Mac version A link to the software download may be found on the main page of our remote access website as noted in the screen shot below: (trailing slash is required) After you download and save the file (CitrixOnlinePlug-in_web11_2.dmg), double-click the file to start the installation process. Follow the instructions to install the plug-in on to your Mac. Page 7 of 13

8 HOW TO SETUP YOUR ACCOUNT & COMPUTER FOR FIRST TIME LOGIN NOTE: Please turn off your pop-up blocker on your web browser before proceeding. Before you begin this task, make sure you have read the Citrix Software Installation section previous, and have already installed the Citrix software necessary for your configuration (Windows or Mac). Otherwise, you will not be able to connect. 1. Navigate to: (Trailing Slash is required) 2. Follow the directions to enter your HHS network Username (aka your Active Directory username). Press Next. 3. Follow the directions to enter your HHS network Password (aka your Active Directory password). Press Next. 4. Follow the directions to setup and create your One Time Password (OTP): Page 8 of 13

9 5. Follow the directions setup your personal Welcome Message ; create your Arcot PIN; and answers to security questions. Note: Remember the answers to your security questions, because this will let you reset your password in the future if you forget it. 6. After you create your Welcome Message & PIN, you will be redirected to the main login page again. 7. You have finished first time setup. Now continue on to the next section below to start a new remote access session. Page 9 of 13

10 HOW TO START A REMOTE ACCESS SESSION NOTE: Please turn off your pop-up blocker on your web browser before proceeding. Before you begin this task, make sure you have completed the prior section on First Time Login. Otherwise, you will not be able to connect. 1. Navigate to: (Trailing Slash is required) 2. Follow the directions to enter your HHS network Username (aka your Active Directory username). Press Next. 3. Enter your PIN you setup in the previous section during First Time Login: Page 10 of 13

11 4. You will be presented with the Citrix Login page. Use your HHS network Username and HHS network Password: 5. You will be presented the following screen. Click once on the desktop session called HHS Remote Access. It may take a while for the session to launch. Please be patient. Page 11 of 13

12 6. The next screen to launch will be your Remote Access session: 7. To quit/logoff your remote session, click the START Menu button and click logoff: Things to Note Once Connected You may not cut and paste from your local computer into the remote session, or vice versa. This is a security precaution to protect HHS sensitive information. Printing to your local/home computer is disabled. Again, as a security precaution. Your remote session will not have access to your local/home disk drives, such as your laptop C: drive. This again, is a security precaution. You will see a standard set of icons on the remote session desktop, including ALL personal desktop icons from your HHS work computer. As such, you may see more icons than the picture shown above. Only our standard HHS enterprise wide applications are available on the remote session desktop. For example: Healthlink. Departmental and personal workstation installed applications will not be available on the remote desktop session. It is important to realize you are not remotely connected to your actual work computer. Rather, what you see on the remote access session desktop is a close approximation of your work computer. Page 12 of 13

13 TIPS & HINTS How do I change my Remote Access (ArcotID) password/pin? Follow the directions on the Main Web page. I forgot my password. Same as above. My session keeps disconnecting. o If you are wireless, try to get a better signal. o Make sure you don t have other applications running on your computer while you are connected to Remote Access. o If you have a Mac, make sure you have the Online Plug-in for Mac version 11.2, and make sure you don t also have the Citrix Receiver installed at the same time. The Citrix Receiver should be uninstalled on Mac. The Online Plug-in for Mac version 11.2 is essential for a reliable Mac experience. If you disconnect for any reason you may reconnect within 5 minutes without losing any of your data or changes. If you delete your temporary files or cookies from your browser, you will need to repeat the steps in the section First Time Login. As such we recommend you do not flush your browser history. If you have the Windows or Mac firewall turned on, please make sure you allow all traffic to/from and If that still won t work, then temporarily shut off your firewall. We recommend that you not enable private browsing setting in your browser. This will prevent necessary cookies from being installed as part of the first time login process. HOW TO GET HELP HHS Information Systems maintains a 24x7 Service Desk. If you are experiencing problems that you cannot resolve, please contact our IS Service Desk at: For non-urgent questions, or if you have suggestions or recommendations, please us at: We welcome your suggestions and feedback. HHSISHELPDESK@hhs.sccgov.org Page 13 of 13