Contents Minimum Requirements... 2 Instructions... 2 Troubleshooting... 7

Transcription

1 Emdeon Remote Desktop Services Contents Minimum Requirements... 2 Instructions... 2 Troubleshooting... 7

2 Minimum Requirements 1. A high-speed Internet connection. DSL or Cable Internet are recommended. Wireless Internet Services are not supported. 2. One of the following operating systems: a. Windows XP, Service Pack 3 b. Windows Vista, Service Pack 1 c. Windows 7 3. Remote Desktop Connection, Version 6.1 (version 7.0 recommended) 4. Internet Explorer 6 Instructions 1. Using Internet Explorer, go to

3 2. If you have a new account and have never logged in to Emdeon s systems before, you are required to change your provided password and create a new one. Otherwise, you may skip this step. Click on the Change Password link on the top of the page and change your password. When your password has been changed, go back to to return to Remote Desktop Services. 3. Enter your username and password and click Sign in. Your username should be in the format: FVTECH-TS\Username

4 4. The first time you login, you may get a yellow notification bar at the top of the browser. Click on it and select Run Add-on or Run ActiveX Control.

5 5. If you get a security Warning, click on Run You may need to refresh the web page (press F5) after enabling the add-on. 6. You will see a list of programs that you have permissions for. Click on the application you want to run. 7. You may see the following. Click Connect

6 8. You may be prompted for your username and password again. Enter it the same way as before. 9. If you get a Logon Message, select I understand and agree to the terms of this policy and click OK. 10. You application should now be active.

7 Troubleshooting I can t login! My username and password isn t working! o If this is your very first time logging in to Emdeon s systems, you must change your initial password. Go to to change your password. o Make sure your username is in the format FVTECH-TS\username For example: FVTECH-TS\pi-smithj Note the slash is \ and not / The username is not case sensitive I m trying to change my password, but it tells me it doesn t meet the requirements. What are the requirements? o Your password must be at least 8 characters and contain at least 3 of the following options: lowercase letters, uppercase letters, numbers, non-alphanumeric characters, for I get an error that says OS Version Not Supported. o Your OS version is not supported. Read the Minimum Requirements. The RemoteApp Programs window is blank. There are no applications available to me. o Are you using Firefox or Chrome? Don t. I get an error that looks like this: o Install the latest Verisign Root Certificate Authority certificate: Download this file and save it to your computer: Right-click the file and select Install Certificate to begin the Certificate Import Wizard. Choose the option Place all certificate in the following store and click Browse. Check the box Show physical stores. Highlight the Trusted Root Certificate Authorities / Local Computer folder and click OK. Complete the Certificate Import Wizard and you should get a message that says The import was successful. o If you are behind a corporate network firewall or proxy, contact your Network Administrator and make sure access to *.verisign.com is allowed as a firewall and/or proxy exception. It works, but I am asked for my username and password over and over again! Can t I just enter it once? o To enable single sign-on, do the following Check the box This is a private computer on the initial login screen

8 I get an error that looks like this: Check the box Do not ask me again for remote connections from this publisher when launching an application If you have Windows XP SP3, in addition to the steps above, you ll need to turn on something called CredSSP. Follow these steps: Download this file, extract the file credssp.vbs and double-click it. Download this file, install it Reboot your computer o Click OK and try again, or o Clear your browser s cache, reboot and try again, or o Follow the troubleshooting steps above to enable Single Sign-On I get an error that looks like this: o Install the latest Verisign Root Certificate Authority certificate: Download this file and save it to your computer: Right-click the file and select Install Certificate to begin the Certificate Import Wizard. Choose the option Place all certificate in the following store and click Browse. Check the box Show physical stores. Highlight the Trusted Root Certificate Authorities / Local Computer folder and click OK. Complete the Certificate Import Wizard and you should get a message that says The import was successful. o If you are behind a corporate network firewall or proxy, contact your Network Administrator and make sure access to *.verisign.com is allowed as a firewall and/or proxy exception. o In some situations, this is due to a bug in the latest RDP client for Windows XP SP3 if CredSSP is enabled. To resolve it, disable CredSSP. Do this by downloading extract the file UnCredSSP.vbs and double-click it to apply the settings. Reboot if prompted. How do I get Remote Desktop Connection version 7.0? o This version is included with Windows 7 o For Windows Vista and XP, go to and click on the appropriate download link

9 I get a big red X and an error ActiveX control not installed or not enabled o First thing to try is delete the following registry keys and then restart Internet Explorer HKCU\Software\Microsoft\Windows\CurrentVersion\Ext\Settings\{7390f3d c05-91e3-cf5cb290c3d0} HKCU\Software\Microsoft\Windows\CurrentVersion\Ext\Settings\{4eb89ff4-7f78-4a0f-8b8d-2bf02e94e4b2} HKCU\Software\Microsoft\Windows\CurrentVersion\Ext\Settings\{7584c efb-b00b-d6aaba6d3850} You can download this file, extract the file activexfix.vbs and double-click it to delete these registry entries. o Next, try to reinstall Remote Desktop 7.0 from and reboot I still can t get it to work. What do I do? o If all else fails, the Help Desk may be able to provide you a file you can use to launch the application which does not require the ActiveX control. Contact the help desk for more information.