Frequently Asked Questions - Ontario



Frequently Asked QuestionsGO-Remote Access Service January 2021What is GO-Remote Access Service?GO-Remote Access Service is a secure connection to the Ontario Public Service (OPS) network when you are away from the office. Once connected, you will be able to access the same network resources (e.g., Outlook mail, shared drives and ministry applications) the same way you normally would in an OPS office.228600-444500It uses the Cisco AnyConnect/GlobalProtect desktop application to access the OPS network, and a SafeNet token for generating login passcodes.What is Cisco AnyConnect?Cisco AnyConnect is a program already installed on all OPS computers that is used to log into and access the OPS network. How to use your new SafeNet token (Windows 7 users):Click the Start menu in the bottom left corner of your taskbar.Locate “OPS Remote Access Service.”Click “Cisco AnyConnect Secure Mobile.”Enter the email address you used to register for the GO-Remote Access Service.Enter your passcode, which is your four-digit PIN and the current six digits displayed on your SafeNet token (the six digits will change when the button is pressed on the token).How to use your new SafeNet token (Windows 10 users):Click the Windows icon in the bottom left corner of your taskbar.Locate and click “All apps.”Locate and click “OPS Remote Access Service,” and then click “Cisco AnyConnect Secure Mobile.”Enter the email address you used to register for the GO-Remote Access Service.Enter your passcode, which is your four-digit PIN and the current six digits displayed on your SafeNet token (the six digits will change when the button is pressed on the token).For non-OPS employees: You will be provided instructions on how to download and install Cisco AnyConnect to your computer. You must activate your token prior to downloading the software. Instructions are also in the GO-Remote User Guide. If you need help configuring Cisco AnyConnect, please contact your own IT support office.What is GlobalProtect?GlobalProtect is a program that is installed on your OPS laptop for new users that qualify for this application. It is used to log into and access the OPS network. You can find this application in your system tray. It’s a grey globe.You use the same hard token or soft token along with your PIN that you would use for Cisco AnyConnect What is a Soft Token?A soft token is an application (SafeNet MobilePass) that is installed on your OPS issued mobile device if you qualify.Criteria to qualify for a soft token:Must be an OPS employee Must have an OPS issued mobile deviceThe functionality is identical to the hard token. More information can be found in the GO-Remote User GuideWill users with GO-Remote VPN hard tokens have them replaced with soft tokens in future? Can users request a swap? There are no plans to replace GO-Remote VPN hard tokens at this time. Hard tokens and soft tokens have identical functionality, so a GO-Remote VPN user can use either to access the service.If I lose my GO-Remote VPN hard token or it fails to function, will it be replaced with a soft token?No, the process to replace a lost hard token will remain the same. Users can access the GO-Remote VPN Portal to request a replacement where they will receive an interim temporary password and have a new hard token delivered by mail What happens if my personal mobile device gets refreshed or I accidentally delete the SafeNet app which provides my soft token passcode?If your soft token application is removed or deleted from your OPS managed mobile device, you will need to call the OPS Service Centre to request a new soft token activation email.If your soft token application is removed or deleted from your personal mobile device, you will need to call the OPS Service Centre and request a hard token to be mailed to you as soft tokens are now only permitted on OPS managed mobile devices.What if I am eligible to receive a GO-Remote VPN soft token, but would like to receive a hard token instead?Submit the request via an incident ticket and have it assigned to VPN Support.I received a GO-Remote VPN hard token, but I am already using a soft token. What do I do with the hard token?Continue to use your soft token to access GO-Remote VPN and keep your hard token in a safe place.However, if you are using your personal mobile device for your soft token and you refresh your device you will be provisioned for a Hard token. You will need to call the OPS Service Centre to request an activation of a Hard token. You will be able to activate the Hard token that you have in your possession.If you are using an OPS managed mobile device, you can return the Hard token to the following address once you are able to return to an OPS office locationGO-Remote Access Service SupportITS Telecom Branch222 Jarvis St. 6th fl. Toronto, ON M7A0B6Do I need an OPS mobile phone to install the SafeNet MobilePass app?Yes, you do need an OPS mobile phone to install the app.Why are non-OPS employees not provided soft tokens?Cyber Security assessments have required that stricter security measures be maintained for non-OPS VPN account holders, therefore soft tokens are not an option for those users at this time.How long does it take to receive my SafeNet hard token?The typical mail delivery timeframe is 5-10 business days. The delivery timeframe begins after you have registered for a GO-Remote Access Service account.If you have not received after 10 business days, please contact the OPS Service Centre 416-915-7772? or 1-888-996-7772.When should I activate my SafeNet hard token? You need to activate your token as soon as possible. The request will be cancelled if the token is not activated in a timely fashion. If the request is cancelled you will receive a cancellation email and you will have to submit a S.ODO request for a new service account. I have logged into the OPS network through Cisco AnyConnect, but I can’t see my shared network drives. How do I reconnect them?In some instances, network shared drives may not be immediately available after remote login. If your network shared drives are not available after you login through Cisco AnyConnect, eitherFollow the self-service option to reconnect your drives.OrContact the OPS Service Centre at 416-915-7772?or 1-888-996-7772Once you log off your remote connection to the OPS network, you may lose access to your network shared drives again. To avoid this issue, do not shut down your mobile PC between uses. Instead, use hibernate/sleep mode. I selected Cisco AnyConnect, but the pull-down menu is blank (ie. OPS Enterprise RAS is not an option).? What do I do?In some instances, you may not see “OPS Enterprise RAS” in the pull-down menu. To correct this please either:??????? Call the OPS Service Centre at?416-915-7772?or 1-888-996-7772 and request that they reinstall the Cisco AnyConnect application on your workstation.??????????????????????????????????????????????? OR??????? Manual approach:o?? Type?“.on.ca” in the pull-down menuo?? Sign ino?? Logouto?? Close Cisco AnyConnect o?? Open the Cisco AnyConnect application againo?? OPS Enterprise RAS should now be visibleWhat if I no longer need remote access to the OPS network?You can submit a S.ODO request to de-activate your VPN service.If you have a hard token you can return it at the following address.GO-Remote Access Service SupportITS Telecom Branch222 Jarvis St. 6th fl. Toronto, ON M7A 0B6How do I get more information about the GO-Remote Access Service?If you would like more details about using GO-Remote Access service, please consult the GO-Remote User Guide. If you have any further questions please visit InsideIT. ................
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