ZF Net Remote Clientless Virtual Access Operating Instructions

Transcription

1 ZF Net Remote Clientless Virtual Access Operating Instructions Doc.Version FIIE1

2 2 Lenkungsinformationen / Control Information ZF Net Remote Clientless Title: Virtual Access Operating Instructions Title: Erstellt/ Prepared by: Geprüft/ Checked by: Freigegeben/ Approved by: Datum/ Datum/ (YYYY-MM-DD) Datum/ (YYYY-MM-DD) Date: Date: Date: Name: FIIE1 Name: Name: Datum Version Inhalt / Änderung Date (YYYY-MM-DD) Version Content / Change Initial version FIIE1 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 Citrix Receiver for HTML Establishing a Connection Login process Using the web interface Launching the remote connection Closing the VDI and Clientless connection Troubleshooting and Assistance Login fails Successful login, but no desktops/applications available Desktop cannot be started Automatic logoff from the web portal ZF IT HelpDesk 12

4 4 1. Introduction "ZF Net Remote Clientless Virtual Access" is a technology that allows released virtual ZF desktops or virtual ZF applications to be used securely online without having to install software. To use this technology every authorized user first has to register on the ZF Net Remote registration portal. After that the user can log on to the "ZF Net Remote Clientless Virtual Access" portal through a secure log-in process to establish a connection to their virtual desktops or applications. The virtual desktops and applications are run in the ZF data centers, while only the screen display and the mouse and keyboard input are transmitted through the network to the terminal. The technical requirements for using "ZF Net Remote Clientless Virtual Access" are described in Chapter 2. Introduction

5 5 2. System Requirements 2.1. User account / registration To use the "ZF Net Remote Clientless Virtual Access," 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. 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 To enjoy the full functionality of the "ZF Net Remote Clientless Virtual Access" the Citrix Receiver must be installed on the terminal. The Citrix Receiver is available for a number of 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: Browsers: Apple Safari 7 or higher System Requirements

6 6 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 7 3. Establishing a Connection 3.1. 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 you have been assigned 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 "Log in." NOTE: Access is locked if the password is entered incorrectly three times in a row. Access is unlocked 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

8 8 Mail If you have selected as the OTP destination, an will be sent to the address you provided. Open the associated mailbox and read the for 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. 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

9 Using the web interface Having successfully logged on 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: Android tablet: Windows Phone 10: Establishing a Connection

10 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 on 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

11 11 4. Troubleshooting and Assistance 4.1. Login fails If the login to the portal fails, please contact the HelpDesk (see Section "ZF IT HelpDesk"). When contacting the HelpDesk, please specify that your problem refers to an account for "ZF Net Remote Clientless Virtual Access" and forward the precise description of the error to the HelpDesk team. 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, please contact the 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 HelpDesk (see Section 5 "ZF IT HelpDesk"). Please forward the precise error message to the HelpDesk team or provide a screenshot, if possible 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 3 hours. After 3 hours of inactivity your connection to the virtual client will be disconnected. If your session then remains in the "disconnected" status for another 3 hours, it will be finally terminated. Troubleshooting and Assistance

12 12 5. ZF IT HelpDesk ZF EMEA IT HelpDesk Mon. to Fri., 5:00 a.m. to 10:00 p.m. (CET+CEST), Phone: ZF APA IT HelpDesk 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: 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: ZF Global HelpDesk hotline@zf.com ZF IT HelpDesk