Citrix Access Gateway (CAG)



Windows 7 Virtual Desktop

Remote Access

Staff Member Usage / Setup Guide

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Table of Contents

Logging on 3

Existing Remote Access Worker Instructions 4

First time Remote Access Worker Instructions 6

Helpful Hints 9

Outlook Settings 9

Email signature 9

Additional mailboxes 9

Printing 9

Desktop Toolbar Dropdown 10

Locking your workstation 10

Logging off 11

Disconnecting 11

Known Issues 12

Support 14

APPENDICES 14

Appendix A –Setting up the Citrix Web Client 14

Windows 15

Macintosh 17

Appendix B – Selecting ACC as a “trusted site” 18

Appendix C – ACC laptop – Proxy Configuration Change 19

Appendix D – Adding ACC to Compatibility View Settings 21

Logging on

To Logon you will need:

➢ An internet connected PC or Laptop

➢ Your ACC Network Login and Password

➢ Your RSA SecurID Token

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➢ Your PIN for the token

(This is set the first time you log on)

➢ To be assigned to a Citrix DDM Group

➢ To be assigned to either CHD or CDD

Existing Remote Access Worker Instructions

To connect to the ACC network remotely:

1. Ensure you are connected to the Internet. This can be any connection type (ADSL, Cable, or Wireless connection)

Important! Do not use a Dial-up internet. It is likely this type of connection will be extremely slow or not work at all.

If you have an ACC laptop - you’ll need to reset your proxy settings first. Refer to Appendix C for information on how to do this.

2. Open Internet Explorer and type in the address:

Note the extra ‘s’ after http – this means the site is secure

A webpage like below should open. This is the ACC Virtual Desktop logon page:

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3. Enter your network login name, your network password & your passcode and select

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What is my passcode?

Your passcode is the four (4) digit PIN, followed by the six (6) digit number on the token

If it is the first time you have connected remotely refer back to “First time Remote Access Worker” section

Once the [pic] button is pressed you should see the screen below showing “One Moment Please…”

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The next screen shows the workload icons. You may have more than one of these if you are assigned to multiple workloads. When you hover over a workload icon a “play button” appears and when clicking on the play button, the workload starts.

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Once this has processed you will see your ACC Windows 7 Desktop.

If a specialised application is essential to your work and it is not available please raise a call with the Service Desk.

First time Remote Access Worker Instructions

To connect to the ACC network remotely:

1. Ensure you are connected to the Internet. This can be any connection type (ADSL, Cable, or Wireless connection)

Important! Do not use a Dial-up internet. It is likely this type of connection will be extremely slow or not work at all.

If you have an ACC laptop - you’ll need to reset your proxy settings first. Refer to Appendix C for information on how to do this.

2. Open Internet Explorer and select “Help” / “About” from the menu bar to find the Internet Explorer version number:

Windows Operating System to Internet Browser version matrix:

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This table is a generalisation as you may have updated the version of Internet Explorer for your Windows desktop or laptop.

IF Browser Version is 8

• You require to be in trusted sites (Appendix C)

IF Browser Version is 9

• You require to be in trusted sites (Appendix C)

IF Browser Version is 10

• You require to be in trusted sites (Appendix C)

• Add acc.co.nz to the Compatibility View Settings (Appendix D)

IF Browser Version is 11

• You require to be in your trusted sites

• Add acc.co.nz to the Compatibility View Settings (Appendix D)

3. Open Internet Explorer and type in the address:

Note the extra ‘s’ after http – this means the site is secure

A webpage like below should open. This is the ACC Virtual Desktop logon page:

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4. Enter your network login name, your network password & your passcode and select

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Important! If using a personal PC or Laptop, before logging on for the first time you must install/update the Citrix Web Client on your computer.

5. Select one of the two links below the logon box depending on what type of computer you are using.

This will take you to

The type of client that needs to be installed will be automatically determined based on your Operating System and Internet Browser.

6. You will be directed to the Citrix web site. Click on the Download Receiver for Windows button for the Citrix Online plug-in

7.

SEE Appendix A (For Windows and Macintosh instructions)

8. If you’re a new RSA token user and don’t have a pin yet or after a PIN reset, you’ll be asked for a new PIN.

Enter a 4 digit PIN and click submit

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Re-enter your PIN and click Submit

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Wait for the token code to change. Enter new passcode (PIN followed by token code)

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This will return you to the Virtual Desktop Logon screen.

Helpful Hints

Outlook Settings

Some of your outlook settings will need to be reset

Email signature

In Outlook select Tools > Options > Mail Format > Signatures. The appropriate signature will need to be selected for new messages and replies.

Additional mailboxes

In Outlook select Tools > Email Accounts (ensure view or change existing email mail accounts is selected and press next) > Change > More Settings > Advanced Tab > Add > and enter the names of your additional mailboxes. Select Ok and Next to apply.

Printing

You will not normally have your correct printer defined. Your printer setup will default to either no printer at all or the default “Microsoft XPS Document Writer”

You may see this printer error message – This is a known issue with the printer mapping utility not being able to recognise the subnet of a remote access connection.

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Go to the Windows “Start” button, bring up the Windows start list (left click Start), select “Programs”, select “Printer Setup” from the drop-down menu list, left-click and follow the normal printer set-up menus to select your default printer for your site.

The printer selection tool will allow you to select other printers. If you’re travelling select the printer that is in the most appropriate location.

Desktop Toolbar Dropdown

The black section at the top middle of your screen provides access to a Desktop Toolbar dropdown.

The desktop toolbar dropdown will be unavailable if you’re working on an ACC laptop.

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Click on this black section to reveal the menu, which provides some functionality on the ACC workstation that you may find useful.

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Locking your workstation

To lock access to your ACC workstation, click on the Ctrl-Alt-Delete button on the Desktop Toolbar dropdown and select Lock. This will prevent access to all ACC desktop but you can still continue to use your pc for other purposes.

Your workstation may not lock after five minutes so make sure you either lock your workstation, disconnect or log off when you’re not using it.

Logging off

Logging off closes the session and any open applications. When you login again a new session is started and your applications need to be restarted

To log off either:

Select the Start menu > Log Off (using the Start menu on the ACC workstation (not on your pc) or

Select the Desktop Toolbar dropdown > Ctrl-Alt-Del > Log Off.

You must log off on a regular basis; we encourage you to log off on a daily basis.

Planned maintenance

If you are asked to log off your pc for an update, log off your virtual workstation exactly as you would have done for your pc.

Your profiles will be retained between sessions whatever type of Citrix Delivered Desktop session is allocated to you – this includes personal preferences, printer selection, desktop and toolbar icons and email signatures and preferences.

Disconnecting

Use this option to remain logged in but disconnected. Disconnecting leaves your session open with any applications still running. When you reconnect your session it will appear as before you disconnected, with your applications still running.

To disconnect either:

Select the Start menu > Disconnect (using the Start menu on the ACC workstation (not on your pc) or

Select the Desktop Toolbar dropdown > Disconnect

If you leave your session for more than four (4) hours your session will close.

Known Issues

When I enter the URL for remote access () I just get a blank screen.

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In IE – Selected Tools / Compatibility View Settings

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Click Add so that the web site (acc.co.nz) is added to the “websites you’ve added to Compatibility View”

You should see the logon screen prompt as soon as you have added it.

Display of Office documents

You may experience some distortion on the screen e.g. watermarks with rainbow colours on documents, landscape page slightly blurry, lines thickening in power point etc. In the case of the watermark this can be improved by turning semitransparent to off. Format > Background > Printed Watermark.

Quick launch icons

Your quick launch icons may disappear. They will reappear when you logon or you can right click the taskbar > tools > untick quick launch and then select it again and retick it. This is a known

Internet browsing history

Your internet browsing history is not saved but your favorites and links are.

Screen saver

You won’t see the ACC screen saver on your virtual desktop. You should expect to see a black screen or your own personal screen saver may cut in if you are working from home.

Launching MFP from Eos application

1. Open any Claim in Eos

2. Launch MFP Application (found on the top of the page)

3. Occasionally a error message is displayed

Close the error messages displayed and the MFP windows and re-launch MFP again from the top of the same claims page.

Launching Pathway from Eos

1. Open any Claim in Eos

2. Launch PW Application (found on the top of the page)

3. Occasionally the following error message is displayed

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Click Ok and Click Close the window.

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Close the error message window as shown above and re-launch Pathway again from top of the same claims page.

Support

For any technical issues contact the ACC Service Desk

Phone: 0800 477 777

Email: Service.desk@acc.co.nz

Hours of operation are Monday to Friday 7am to 7pm

Please provide the following information:

• Your name, location and contact details

• That you’re a Windows 7 Virtual Desktop Remote Access Worker

• Details of your equipment

• As much information about your issue as possible including when

it happened and screen shots of any error messages

APPENDICES

Appendix A –Setting up the Citrix Web Client

Before accessing your virtual desktop for the first time it is advisable to install the latest Web Client from the Citrix website. A link on the login page will take you to the Citrix web site to download the web client.

If the link on the login page does not work use the following URL:



Windows

Click “Download Receiver for Windows”

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Click to agree to the licensing terms and select “Continue”

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The Citrix Receiver will start to download and install.

You will not need to reboot to continue

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Macintosh

If you have selected the MAC users link you will be requested to click the “Download Receiver for Mac” button.

Follow prompts until web-plugin installed

Return to .acc.co.nz and logon using ACC network username, password and passcode.

If you see this dialogue select “TRUST”

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Select your workload and you will be presented with your ACC desktop.

Appendix B – Selecting ACC as a “trusted site”

For non ACC computers or laptops you will need to select virtual desktop as a trusted site.

Once the Web Client has been installed go to Internet Explorer select Tools > Internet Options > Security Tab > add the site to the Trusted Site list.

Doing this will disable any popup blockers.

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Appendix C – ACC laptop – Proxy Configuration Change

If you have an ACC laptop and you are connecting directly to the internet from outside the ACC network (for example, via a home internet connection), you will need to reset the proxy settings before you can connect to the remote access login page.

1. In Internet explorer select Tools > Internet options

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2. Select the Connections tab

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3. Click on the LAN Settings… button

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4. Untick the “Use a proxy server...” box

5. Click OK twice

6. You should now be able to connect to web pages as normal. Note that the proxy setting will automatically be switched back on next time you connect from within the ACC network.

Appendix D – Adding ACC to Compatibility View Settings

In IE – Selected Tools / Compatibility View Settings

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Click Add so that the web site (acc.co.nz) is added to the “websites you’ve added to Compatibility View”

You should see the logon screen prompt as soon as you have added it.

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PC/Laptop Requirements

➢ An ACC supplied Laptop OR

➢ a personal Laptop or PC with Microsoft Windows XP, Vista, Windows 7 or MAC OSX10.6

Plus all of these

➢ Either an ADSL modem (connected through an analogue telephone line) or Cable modem for connection to the Internet

➢ Internet Explorer 6 or higher with ACC included as a trusted certificate site. If your not using an ACC Laptop refer to Appendix B

➢ Latest Citrix web client. Refer to step 3 below

Important! For the best performance we recommend you use Internet Explorer (version 6 or higher)

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