National Grid Remote Access Service quick start user guide. Contents. Pages 1-4: Initial registration - activating your secure ID token

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1 National Grid Remote Access Service quick start user guide Contents Pages 1-4: Initial registration - activating your secure ID token Pages 5-9: Getting Connected - to National Grid RAS (Remote Access Service) Pages 10-11: Troubleshooting This guide is for those who use Remote Access Service (RAS) to access National Grid s network securely, whilst working away from the office. For further more detailed instructions on how to use the applications and services, there is a more comprehensive guide along with FAQ s available on the RAS Infonet page. If you have been granted remote access to the National Grid network you will require the following to connect to the service: 1. Your PC username (UK e.g. john.doe) or network ID (US e.g. jonesj), is also your username for Remote Access Service, which you ll need when logging in. 2. Ensure you have the following software installed: Juniper Networks Network Connect and Verizon - Enterprise Connect. These can be found by looking in the Juniper Networks and Verizon folders by clicking the Start menu, All Programs. 3. If you are based in the UK, you should receive a physical token (pictured below) by post, or you will be given it along with your new PC, when you are upgraded as part of the PC refresh. Employees in the US will use their existing token (pictured below) and new starters to the business will receive one in the post. (You will need to have this with you every time you wish to login to RAS.) Note: You MUST have a National Grid computer to connect. Only National Grid computers will work. RAS quick start guide 4.0 Page - 1

2 1-4: Initial registration - activating your secure ID token The registration process takes about five minutes and is required once only at initial setup. It allows you to set a PIN and to specify your personal security questions and answers. The site can be accessed by clicking on the link below or by typing it into your internet explorer s address bar Access the site and select the Log On link. The console log on screen is displayed. Enter your PC username (UK) or network ID (US) into the User ID field. Select OK. Note: Please make sure you click Log On Do Not click the Enable your token link. Select Log On 2. Enter the code currently displayed on your remote access token in the passcode field. Note: the number display on your token is always there. However, the token has a series of countdown timers to the left of the screen which count down for one minute, at which point the sequence of numbers will change. Although not necessary, it may be prudent to wait until the token rotates to the next series of numbers prior to entering the code into the log on window. RAS quick start guide 4.0 Page - 2

3 3. Once logged in, the Create New Pin screen is displayed. Enter a PIN number of your choice in the New PIN field (this must be 4-8 digits) and then re-enter the same number in the Confirm New PIN field. Wait until the code changes on your remote access token and now enter that number in the Next Tokencode field; select OK. 4. The Sign Up screen is displayed. Next, choose from the drop down menus and provide answers to the five security questions (these are case sensitive). Note: the security questions are used to identify you as a user if you have problems with your token at a later date. Select Submit your Request. RAS quick start guide 4.0 Page - 3

4 5. Once completed, you will be forwarded to the account information screen. Confirmation will be provided of your Security Questions Successfully Registered. 6. The token activation process is now complete. You may log off and continue to the next section of the guide for connecting to National Grid RAS. RAS quick start guide 4.0 Page - 4

5 5: Getting connected to National Grid RAS (this is for Windows XP users ONLY.) If you have received a new Windows 7 PC, please continue to page 7 Note: If you have already completed the following, please also continue to page 7 to proceed with login) When you first restart your PC having received the RAS software - you will be presented with a popup box, as below, listing that you have one or multiple updates required. Please do the following. 1. Select Start 2. The application will connect to the server for download 3. The updates will be installed and if successful a message will be displayed as below. You may then attempt to connect to RAS by continuing to page 7. If you have not yet been automatically prompted to download the updates and you have received the software, please read on before attempting to connect to National Grid RAS. RAS quick start guide 4.0 Page - 5

6 The updates popup box should appear automatically once the RAS software has been installed either by the IS service desk, or by you. If the boxes above have not appeared automatically, please follow the steps below to force an update via Enterprise Connect. (Note: ensure you have an internet connection before proceeding) 1. Open Enterprise Connect Start > All Programs > Verizon > Enterprise Connect 2. Select Tools, then Show Event Log. This will allow you to confirm the Check In process has initiated. 3. Once the Event Log is open select Tools then Check In, you will see the Checking into portal for updates notification 4. Select start and then follow the instructions for installation listed above (page.5). If you are unable to do any of the above please raise a ticket with the IS service desk for investigation. 4. Once the update installation has completed, you are now ready to establish your connection to National Grid RAS by following the steps listed in the next section. If the installation fails at any point you should raise a ticket with IS service desk for support. RAS quick start guide 4.0 Page - 6

7 5: Getting connected to National Grid RAS Please note: you will need to be connected to the internet but not on the National Grid network to proceed. The best way to do this is from home. Please note: if you are in the UK and use BT broadband, you will need to opt out of The BT web address help Service, when connected to your BT network to ensure a trouble free connection. Details on how to do this can be found here. You should always use Internet Explorer as your primary connection method to RAS. To connect, select the appropriate link from the following table that corresponds to your location (hover over the link press Ctrl on your keyboard then click the link with your mouse or type the URL into your internet explorer address bar). Region US UK URL Please note, UK employees have the UK link already in Favourites (you may like to check this) a) Once you have selected the link above you will be directed to the login page as below, accept the usage policy by selecting Proceed. RAS quick start guide 4.0 Page - 7

8 b) Next enter your username (PC username or NetworkID), passcode (PIN+tokencode) and your Realm (UK/US), select Sign In. Note: please select the realm relevant to where you are located when you access RAS (see below). c) You will briefly see a page displaying Loading Components and a few popup boxes. At this stage you may see messages advising that software needs to be downloaded to your machine (below, left). This is normal and you should approve any such request (choose Always or Yes). Please pay special attention to browser download warnings, including the yellow bar at the top in Internet Explorer. These are easy to miss, and may cause setup to fail. Remember You must choose RUN or INSTALL and if possible always to successfully connect. Below are examples of popups you may see whilst using RAS services. Always choose Yes, Always, This Program Works Correctly or Accept to allow the software to continue working as it should. RAS quick start guide 4.0 Page - 8

9 d) Once all components have loaded you will see a web page similar to the one below. Now wait until you see a yellow padlock icon with two green flashing dots, on your taskbar at the bottom right of your PC screen (this can take up to three minutes). If you have a new, Windows 7 PC you will need to select a small arrow to expand this section, see below. If you do not see the yellow padlock after waiting up to three minutes, select the Start icon on the webpage below. The padlock will then turn yellow. This signifies that you are connected to RAS. At this point you can close the Internet Explorer window. The connection process is now complete! You can disconnect from RAS by double clicking on this icon and selecting sign out. If the connection fails please try again. If subsequent attempts fail please refer to the troubleshooting section on page ten. If you are unable to connect or self-diagnose/troubleshoot your issue then contact the IS Service Desk for assistance. For more detailed information on connecting to RAS with different connectivity types such as wired, mobile and dial connections please refer to the comprehensive RAS user guide. RAS quick start guide 4.0 Page - 9

10 Basic troubleshooting If you have issues with initial connectivity then please raise a ticket with the IS service desk. Minimum requirements Your National Grid network account must be configured to provide the correct level of remote access Your computer must be configured for remote access e.g. Java 6, Enterprise Connect and Network Connect have been installed You must have a token which is configured for use with your RAS account Your computer must have an active internet connection. Basic troubleshooting connection problems Once you connect, the following points may assist if you have difficulty: Longer login time the new RAS system performs more security checks, so login takes a little longer. This could be up to 3 minutes Software downloads - When you connect, remote access software may be downloaded and you may get security messages and pop-up warnings. You must allow the download to your machine to complete in order for RAS to work. Security settings checks - Your machine will be checked by the RAS service to ensure its security settings are in line with policy. If you see a Computer Security unsatisfactory message, contact your administrator. Hidden pop-ups - Warning pop-up messages can sometimes be hidden behind main browser windows. Minimizing the browser window can help identify these. Certificate warnings - Security certificates are used on the RAS sites. These are valid but some browsers can still warn that they are not trusted. Select trust this certificate in order to connect. Permanently trusting the certificate is the recommended option. Antivirus Out of Date As part of the pre-requisite checks the new solution validates that your antivirus software is up-to-date. If you have not been connected to a National Grid LAN for a period of time your connection may be blocked. You should therefore visit a National Grid site regularly, connect to the LAN and update your antivirus software. If your antivirus does become out of date and you are unable to log in you should follow the instructions under Connecting to NG RAS which will guide you through remediation, this process is explained in detail within the full user guide. RAS quick start guide 4.0 Page - 10

11 Troubleshooting token problems A number of common problems can be resolved via the Troubleshoot a problem link on the self-service console. Common problems include: Temporarily unavailable or misplaced tokens Permanently lost, damaged or stolen tokens Forgotten PIN numbers Further instructions Further more detailed instructions are available in the Full User Guide. Please consult these prior to using the software or contacting the IS service desk for assistance. RAS quick start guide 4.0 Page - 11