ZF Net Remote Clientless Virtual Access Operation Instructions

Transcription

1 DRAFT Doc. Version FIII52

2 2 Lenkungsinformationen / Control Information ZF Net Remote Clientless Title: Virtual Access Title: Erstellt / Prepared by: Geprüft / Checked by: Freigegeben / Approved by: Datum Datum Datum (YYYY-MM-DD) / Date: / / (YYYY-MM-DD) Date: Date: Name: FIII52 Name: Name: Datum Date (YYYY-MM-DD) Version Version Inhalt / Änderung Content / Change New version / summary FIII New pictures Telekom-Portal FIII52 Ersteller Author

3 3 Table of Contents 1. Introduction 4 2. System Requirements User account / registration Browser / internet connection Citrix Receiver Installing the Citrix Receiver on the terminal unit Citrix Receiver for HTML Registration before Initial Sign-in or after a Reset Setting an OTP target (OTP = one-time password) 7 4. Establishing a Connection Login process Using the web interface Launching the remote connection Closing the VDI and Clientless connection Self-Management SMS / Token Changing the OTP target (OTP = one-time password) Troubleshooting and Assistance OTP arrives too late OTP is not received, even after 30 minutes have passed Registration s are not received (both s) Login fails Successful login, but no desktops/applications available Desktop cannot be started Automatic logoff from the web portal IT HelpDesk (IT hotline) 21

4 1. Introduction is a technology that generally allows released virtual ZF desktops or virtual ZF applications to be used securely online without having to install software. Exception is the VDI - here is the current Citrix receiver needed. To use this technology every authorized user first has to register on the ZF Net Remote registration portal. The authentication and related registration or modification via selfservice is an independent service and can be used to safely access services (target systems) such as Clientless Access, Outlook Web Access, Cloud services, etc. A second factor for authentication is available for these services. The second factor, in the form of an OTP (one-time password) can be made available via an SMS or an . After that the user can log on to the portal through a secure login process to establish a connection to their virtual desktops or applications. The virtual desktops and applications are run in realtime in the ZF data centers, while the screen display and the mouse and keyboard input are the only data in this established service which are transmitted through the network to the terminal unit. This data is transmitted from and to the data center via CITRIX Receiver, the only software which needs to be installed. The technical requirements for using are described in Chapter 2. 4 Introduction

5 2. System Requirements User account / registration To use the, a valid ZFNR Clientless Account must have been set up and registered in the ZF Net Remote Clientless Registration Cockpit Browser / internet connection Access requires any type of current internet browser to be installed on the terminal unit. Recommended browsers: Apple Safari 7 or higher Google Chrome 50 or higher Microsoft Edge Microsoft Internet Explorer 11 Mozilla Firefox 35 or higher Connection to the internet through port 443 must be possible Citrix Receiver Installing the Citrix Receiver on the terminal unit To enjoy the full functionality of the the Citrix Receiver must be installed on the terminal unit. The Citrix Receiver is available for many different operating systems and devices. The download file and further information on how to install and use the Citrix Receiver can be found under the following link: Citrix Receiver for HTML5 Citrix Receiver for HTML5 allows users to access virtual desktops and applications through a web browser without having to install the Citrix Receiver locally on their device. In this constellation, users only have access to a limited range of functions. To enjoy the full range of functions we recommend installing the Citrix Receiver. To access desktops and applications through Citrix Receiver for HTML5 the following web browsers and operating systems must be installed on users devices: System Requirements

6 6 Browsers: Apple Safari 7 or higher Google Chrome 50 or higher Microsoft Edge Microsoft Internet Explorer 11 Mozilla Firefox 35 or higher Operating systems: Windows 10 Windows 10 Phone Windows 8.1 Windows 8 Pro and Enterprise (32-bit and 64-bit editions) Windows 7 with Service Pack 1 (32-bit and 64-bit editions) Windows Server 2008 R2 Windows Server 2012 R2 Windows Server 2016 Mac OS X 10.8 and higher ios (latest version) Android (latest version) System Requirements

7 3. Registration before Initial Sign-in or after a Reset For this section, you will need the following information (credentials) which you should have received in two s: User name (UserID), contained in 1 of 2 (client activation) RPW (registration password), contained in 2 of 2 (client activation) External users are sent this information to their external address or from their ZF Owner. s for initial registration: zfnr@mail.telekom-operations.de ZF Net Remote: Clientless - Virtual Access - 1 of 2 zfnr@mail.telekom-operations.de ZF Net Remote: Clientless - Virtual Access - 2 of 2 s following a reset of the Authentication Method : zfnr@mail.telekom-operations.de ZF Net Remote: Clientless - Virtual Access - RESET - 1 of 2 zfnr@mail.telekom-operations.de ZF Net Remote: Clientless - Virtual Access - RESET - 2 of Setting an OTP target (OTP = one-time password) By setting an OTP target, you define the authentication method (auth. method). Two authentication methods are available: cellular phone network number address The OTP is sent to the set target (OTP target) after setting has occurred. The OTP target is set by you personally and can be changed again later on you can read more on this in Chapter 5. Use your internet browser and your available internet connection to start the connection by going to URL: When the sign-in window opens, enter your credentials (user name and RPW) and click Sign In. Credentials: User name is your UserID RPW is the registration password from 2 of 2. Use the View icon to check the information you have entered. Unfortunately, this function is not integrated in some browsers. Registration before Initial Sign-in or after a Reset

8 8 click on ZFNR Authentication. OTP target Enter information into the respective field as to where you want to receive your OTP either Mobile or Mail. The field you do not wish to use can be left empty. Formats: Mobile [example] , the 00 before the country code is absolutely essential. Mail [example] this must be a valid address. Please note: When using this address after this point, it must be spelled exactly the same way, as this entry is case-sensitive!!!! Token selection: Select one of the two fields by opening the drop-down selection field and selecting the desired target for the OTP (OTP target). Make sure that the entry in the desired field is spelled correctly and the field is not left blank. Now click on Save. Important note: Once you click on the Save button, the RPW that was sent to you in 2 of 2 has been used and cannot be used again. A message appears in the upper edge of the screen to confirm that the details have been saved (green field). Registration before Initial Sign-in or after a Reset

9 You can now use the control menu to complete the process. 9 Complete the process here Please note: If you do not complete and exit the process via the door icon, the session will remain active until it is automatically closed after 60 minutes of idle time. This notification completes the registration process. Important: Your settings only take effect after at least five minutes! Your login is only effective after this time and you need to wait for at least five minutes before logging in for the first time. Registration before Initial Sign-in or after a Reset

10 4. Establishing a Connection Login process Use the following link to begin establishing a connection: When the sign-in window opens, enter your credentials. Credentials: User name = the UserID is the user name assigned to you by the user management Password = your Windows login password assigned to you by the user management OTP destination = the One Time Password destination you selected, e.g , if you selected Mobile as the destination. Region = the region you are currently in. Please enter your credentials and click on Login. NOTE: Access is blocked if the password is entered incorrectly three times in a row. Access is unblocked by the IT HelpDesk. OTP The OTP is valid for three minutes. Cellular phone network or A text message is sent to the selected number within a few seconds. It contains the OTP and/or SecureID token code. If the text message is not received within 2.5 minutes, you can assume there is a problem with the cellular phone network or your cellular phone. Establishing a Connection

11 11 Mail If you have selected as the OTP destination, an will be sent to the address you provided. Open the relevant mailbox and read the to find the OTP and/or SecureID token code. If you have not received the within 2.5 minutes, there is a transmission problem with your mailbox or your security settings have deleted the or moved it into the SPAM folder. Enter the One Time Password (OTP) and click on Send. Some browsers offer the possibility to check if the Citrix Receiver has been installed correctly on your terminal unit. Please click on Check Receiver. You may be asked to start the Citrix Receiver Launcher. If so, please confirm. If the Receiver has not been installed yet, you will now have the possibility to launch the installation program. Having successfully completed the installation, you can again check the Receiver by clicking Check again. If you have no Receiver installed and cannot or do not want to install it either, you can use the Citrix Receiver for HTML5 instead. In this case, please click on Use light version. Establishing a Connection

12 4.2. Using the web interface Having successfully logged in to the system, you will get to the web interface. This is where you will see all the virtual desktops and applications you may use. Depending on your browser, device and screen size, the web interface can look slightly different, but the range of functions is the same for all systems: Windows desktop: 12 Android tablet: Windows Phone 10: Establishing a Connection

13 4.3. Launching the remote connection To start the remote connection, please select your virtual desktop or your virtual application. After that the Citrix Receiver or, in case you are using a HTML5-enabled browser (without locally installed Receiver), the HTML5 Receiver will be launched. You will now automatically be logged in to the particular virtual client and/or the relevant application will be started Closing the VDI and Clientless connection To log off from the virtual client you should use the -> Log off Windows start button on the virtual client. If you just close the Receiver window, your session will remain open in the background for another 3 hours. To ensure smooth operation, we recommend logging off completely when you no longer need the client. Establishing a Connection

14 5. Self-Management SMS / Token You can use the self-management to change your OTP targets and/or reassign them. Start your internet browser and go to the following URL to log in to the Self-Service Portal Changing the OTP target (OTP = one-time password) The credentials must be available and valid. If this is not the case, please contact the IT HelpDesk and ask for a reset of the authentication method for your Service account. After a few minutes you will be sent new registration s. Once you have received these s, please proceed as described in Section 2. Credentials: User name is your UserID OTP target which you selected in Section OTP target - Mobile or An SMS is sent to the selected number within a few seconds. It contains the OTP and/or SecureID token code. - Mail If you have selected as the OTP target, an will be sent to the address you provided. Open the relevant mailbox and read the to find the OTP and/or SecureID token code. Comment: If you do not receive an SMS or an after three minutes, refer firstly to Chapter 6.1 and then to Chapter 6.2 Self-Management SMS / Token

15 15 Enter the OTP you have received into the SecurID-Tokencode field and click on Enter. Click on ZFNR Authentication. When the sign-in window opens, enter your credentials (user name and OTP target) and click Continue. OTP target - Mobile or An SMS is sent to the selected number within a few seconds. It contains the OTP and/or SecureID token code - Mail If you have selected as the OTP target, an will be sent to the address you provided. Open the relevant mailbox and read the to find the OTP and/or SecureID token code Comment: If you do not receive an SMS or an after three minutes, refer firstly to Chapter 6.1 and then to Chapter 6.2. Self-Management SMS / Token

16 16 Enter the OTP you have received in the OTP field and click on Continue. OTP target In the Mobile and Mail fields, enter the changed target(s) for the OTP. Formats: Mobile [example] , the 00 before the country code is absolutely essential. Mail [example] this must be a valid address. Please note: When using this address after this point, it must be spelled exactly the same way, as this entry is casesensitive!!!! Token selection: Select one of the two fields by opening the drop-down selection field and selecting the desired target for the OTP (one-time password) to be sent to. Make sure that the entry in the desired field is spelled correctly and the field is not left blank. Now click on Save. A message appears in the upper edge of the screen to confirm that the details have been saved (green field). Self-Management SMS / Token

17 You can now use the control menu to complete the process. You can find the control menu in the top right corner of your internet browser window. 17 Complete the process here Please note: If you do not complete and exit the process via the door icon, the session will remain active until it is automatically closed after 60 minutes of idle time. This notification completes the change process. Important: Your settings only take effect after at least five minutes! Your login is only effective after this time and you need to wait for at least five minutes before logging in for the first time. Self-Management SMS / Token

18 6. Troubleshooting and Assistance 6.1. OTP arrives too late The OTP is valid for three minutes. In the case of international communication, the delay for the SMS and s may be caused by transmission queues. It may also be possible that there is a transmission problem with your mailbox or a delay which could be caused by your virus scanner, among other elements. Solution: Attempt the process again and enter the OTP into the appropriate field straight away this time OTP is not received, even after 30 minutes have passed In the event that the OTP is not received, even after several attempts Mobile OTP: Check whether o your smartphone/cell phone is switched on o you also have cell reception or switch your cell phone or smartphone off and on again 18 Mail OTP: Check whether o your device upon which the client is installed has an internet connection. You can do this by calling up in your browser. o the with the OTP has been mistakenly sent to your spam or junk mail folders. If this is the case, please ensure that s from otp-no-reply@telekom-vpn.de are placed in your whitelist or confirm that you trust this sender. o the containing the OTP has been blocked by your server or has not been transferred. If this is the case, please report to your IT Department so that they can check whether the exchange with otp-no-reply@telekom-vpn.de works. If these actions are not successful and you have not yet received the OTP, a general malfunction may have occurred: If this is the case, please report the case to the IT HelpDesk Chapter Registration s are not received (both s) If you have not received the necessary information before initial sign-in or 15 minutes after resetting the authentication method via the IT HelpDesk, check if o your device upon which the client is installed has an internet connection. You can do this by calling up in your browser. o the s containing the registration information (2 mails) have been moved to your spam or junk mail folders. If this is the case, please ensure that s from Troubleshooting and Assistance

19 are placed in your whitelist or confirm that you trust this sender. o the s containing the registration information (2 s) have been blocked by your server or have not been transferred. If this is the case, please report to your IT Department so that they can check whether the exchange with zfnr@mail.telekom-operations.de works. If you do not have any success with the actions mentioned above and you still have not received the s containing the registration information, it may be o a general malfunction - o or it may be that your address, as is often the case, was not saved in our systems. In both cases, contact the IT HelpDesk Chapter Login fails If the login to the portal fails, please contact the IT HelpDesk (see Section ZF IT HelpDesk ). When contacting the IT HelpDesk, please specify that your problem refers to an account for ZF Net Remote Clientless - Virtual Access and provide the IT HelpDesk team with a precise description of the error and the time of your login attempts. Please copy the exact wording of the error message or provide a screenshot, if possible Successful login, but no desktops/applications available If you have logged in successfully, but do not see any applications or desktops on the screen, please contact the IT HelpDesk (see Section 5 ZF IT HelpDesk ). Please specify which desktops or applications you need access to Desktop cannot be started If you receive the message Desktop cannot be started you may first want to try restarting the client. To restart the client, please select the option Details of the relevant client in the web interface. You will then get access to an extended view where you can restart the client. Should you still not be able to start the client after a restart, please contact the IT HelpDesk (see ZF IT HelpDesk ). Please forward the precise error message to the IT HelpDesk team or provide a screenshot, if possible. Troubleshooting and Assistance

20 6.7. Automatic logoff from the web portal Once you have been inactive in the portal for 20 minutes, you will automatically be logged off. This, however, does not affect your existing connection to the virtual client. Different timeouts apply to the virtual clients. The standard timeout for inactivity on the virtual clients is three hours. After three hours of inactivity your connection to the virtual client will be disconnected. If your session then remains in the disconnected status for another three hours, it will be finally terminated. 20 Troubleshooting and Assistance

21 7. IT HelpDesk (IT hotline) 21 ZF EMEA IT HelpDesk EuropeMiddleEastAsia Mon. to Fri., 5:00 a.m. to 10:00 p.m. (CET+CEST) Phone: ZF APA IT HelpDesk AsiaPacificArea Mon. to Fri., 8:00 a.m. to 5:00 p.m. (CST) Phone: ZF AMERICA - North IT HelpDesk Mon. to Fri., 8:00 a.m. to 5:00 p.m. (Eastern Standard Time) Phone: ZF IT Global HelpDesk 24/7 Phone: Phone: ZF AMERICA - South IT HelpDesk Mon. to Thu., 7:30 a.m. to 5:15 p.m. (GMT - 3) Fri 7.30 a.m. to 3.30 p.m. (GMT -3) Phone: IT HelpDesk (IT hotline)