Remote Access Instructions for Windows and Mac OS

Transcription

1 Remote Access Instructions for Windows and Mac OS Introduction Bassett Healthcare Network s remote access apps are a group of programs including Epic Hyperspace residing on a central server that are available to selected individuals. You do not need to have these applications installed on your computer to use them. Instead, you just need to download and install a free client called Citrix Receiver. This document provides guidance for installing the receiver and launching Epic Hyperspace via the Citrix Netscaler. This document is meant as a guide. Individual personal devices will vary based on specific environments and settings. Disclaimer Please be aware home user equipment is not the property of Bassett Healthcare. Differences in home PC configurations may cause incompatibility issues. When such issues exist, Information Technology (IT) will make a best effort to assist Bassett Healthcare staff in identifying and resolving Netscaler access issues. Bassett IT Department does not provide personal computer or network technical support for devices not owned by Bassett Further, any changes recommended by Information Technology, and the consequences thereof, are the sole responsibility of the PC owner. Before You Begin To perform these steps, you must have the ability to install software on your computer. Local administrator permissions are required. These steps assume you are Internet Explorer for Windows or Safari for Mac OS Access to Epic applications assumes that you have attended the required system training and know your associated IDs and passwords. Enrollment in Cisco Duo is required in order to login; you can setup by using a Duo Push, a telephone call or text message. When you login to the Netscaler, you will be prompted to setup by providing a cell and/or landline telephone number. System Requirements Operating Systems: Windows 7 or higher, Mac OS X Hardware: a working network or Internet connection Supported Browsers: Internet Explorer 11, Safari

2 Install Citrix Receiver (Mac) 1. Open Safari and go to 2. Click the blue button Download Receiver for Mac Note: the version may be newer since these instructions were written, the newer version will work 3. Click on Download Receiver for Mac 4. Click on the down arrow with the green bar to monitor download 5. Go to Finder icon click on Downloads for CitrixReceiver dmg under Downloads. 6. Click on Install Citrix Receiver

3 7. Click Continue 8. Click Continue 9. Click Continue 10. Click Continue

4 11. Click Install 12. Type your local Mac username & password; click Install Software 13. You will see progress bar as Citrix Receiver components are registered 14. Click Continue Note: Do NOT add an account! This box may appear later, simply ignore. 15. You should see the screen indicating Citrix Receiver was installed successfully

5 16. Mac OS Sierra and Safari 11, make the following adjustments to ensure applications will launch when clicked. Note: if calling the Help Desk mention KB 1337 Navigate to or Click on Safari and then Preferences, navigate to Advanced, uncheck the Internet plug-ins: "Stop plug-ins" to save power Navigate to Websites, click on Citrix Receiver in the left column and set bassett.org to "ON" Switch back to the website and launch Epic PRD or Bassett Intranet as a test If the Netscaler is able to load but apps will not launch, try right clicking (or ctrl+click) on the URL bar and then press "Reload with Plug- Ins". 17. Mac OS X with Safari 10 or lower, make, the following adjustments to ensure applications will launch when clicked. Note: if calling the Help Desk mention KB 1337 Navigate to or Access Safari Preferences/Security and ensure that for both the plug-ins Java and Citrix Receiver, that the correct portal site is white listed and set to "ON" instead of "ASK" or "OFF" **NEED SCREENSHOT UPDATED

6 Install Citrix Receiver (Windows) 1. Open a web browser and go to Then click Download Receiver for Windows. 2. When prompted to run or save the CitrixReciever.exe file, click Run. The Citrix Receiver software will download to your computer. 3. At the Welcome to Citrix Receiver window, click Start. 4. Read the license agreement. Then click the box next to I accept the license agreement and click Next. 5. Either agree to send anonymous data and usage statistics to Citrix or, opt out by clicking No Thanks. Then click Install

7 6. A status bar indicates the progress of the installation 7. Click on Finish. A reboot your computer is required at this time to finalize the Receiver installation. 8. When the installation is complete, the Citrix Receiver icon appears on the task bar, located on the lowerright portion of the screen. How do I access my applications? 1. Staff: Browse to 2. Providers: Browse to 3. Note: the Citrix Netscaler is only accessible from outside the Bassett Network (for example your home or a public location). 4. Enter your Active Directory login credentials at the Welcome screen and you will be presented with a screen for Cisco Duo.

8 What is Cisco Duo? 1. Cisco Duo (NEW USERS) Cisco Duo is required authentication for access to the Citrix Netscaler (portal) First time logins: Click Start Setup and follow the prompts. For additional assistance, please review: Unresolved enrollment questions, contact the IT Help Desk at Cisco Duo (ALREADY ENROLLED) Choose Send Me a Push, Call Me or Enter a Passcode This will verify your identity by a pop up on your phone or by entering the passcode provided by the phone call or text message. 3. You will be presented with the Bassett applications you are authorized to access 4. Click on EPIC PRD (for example). Enter your Bassett Medical Center credentials. Note: Click on the icon ONE time, and WAIT for the STARTING/LAUNCHING box, this may take seconds, depending on your Internet connection.

9 How do I access my work computer? (RDP, Remote Desktop) 1. Note: This step must be done while at WORK, prior to attempting to access from home. You will need to enter your work computer name. To find the name of your computer, click on the small vertical bar on the task bar to the right of your clock. (Show Desktop button) 2. Your Computer Name will be in the upper right corner of your screen after the Power On Time. Write this down and take it home! For reference when calling the IT Help Desk, you may want to write down the eight digit Property Control Number as well, a white barcode label attached to the computer (hard drive/case) 3. If you have been set up to access your work PC for Remote Desktop, Click on Remote Desktop icon. 4. Enter your work PC name on the Computer line and click Connect The credentials are the same as logging at work (also known as Windows/Active Directory or Epic username and password Accessing your work computer in this way will give you the same access as sitting in front of the computer, including network share drives. Also, note that the computer must be powered on and left at the CTRL-ALT-DEL screen prior to leaving for the day.

10 Troubleshooting This section lists potential problems and solutions to assist users in resolving common Citrix related problems that may occur. Please ensure that you have reviewed the following topics before contacting your IT support services or the IT Help Desk. When I try to install the Citrix Receiver, my computer says that I do not have the correct permissions. I do not have Citrix Receiver I already have Citrix Receiver installed on my computer but I keep being asked to install it. The auto-detect did not work and I still do not have Citrix Receiver on my computer. To install Citrix Receiver you must have administrator rights on your computer. Browse to Click Skip to Log on to skip the auto-detect and install process and go directly to the Citrix login screen. Got to to locate your Operating System from the list and manually install Citrix Receiver to your computer. I m being asked to open, run or save a launch.ica file a. If you already have the Citrix receiver installed, find the launch.ica file, right click on it and select Open file with or Always open file with and locate the Citrix Receiver application. You may need to browse for this file under Applications (Mac OS) or under C:\Program Files (x86)\citrix\selfserviceplugin\selfservice.exe. In future the Citrix Receiver should automatically open this file. There have been some reports of mouse latency, in these cases we have suggested users make the following change on their WORK PC: b. Add (or if you are Bassett Healthcare Provider) as a Trusted Site within IE Note: This was on a Windows7 PC Go to Control Panel Mouse Pointers tab Scheme (drop down) Select (None) Click OK or Apply

11 Advanced - Mac OS Sierra & Safari 11 settings I had issues opening the Citrix Receiver. After going through all the settings and making some adjustments I was able to get it to work. This is what I recommend you try when you get a chance. 1) open Safari so that it appears in the upper toolbar next to the apple unless it is already there 2) click on the Safari icon next to the apple 3) click on Preferences 4) click on the Security tab 5) check that the following are checked a) Fraudulent sites b) Web content: Enable JavaScript c) Internet plug-ins 6) check that the remaining 2 boxes are not checked a) Block pop-up windows b) Allow WebGL 7) click on Plug-in Settings 8) the left pane should list Citrix Receiver and Java (if installed) 9) highlight Citrix Receiver a) in the box to the right should appear apps.bassett.org b) to the right of it is a drop down and it should be set to "on" if set ask or off click on the arrow and change to on c) when visiting other websites should be set to ask d) click on Done Note: If the Citrix apps.bassett.org does not appear in the box on the right it will after the next steps then go back to step 2 10) go to apps.bassett.org 11) log in 12) when the screen with the green install button appears click on the Skip to Log on 13) now click on EPIC and wait 14) keep waiting for the starting application first went away then came back right before the Hyperspace screen, it took about seconds I hope this works for you. Let me know so that I will know how to proceed. Support Information If you need assistance, please contact the IT Help Desk at