Page 1 of 10 DPHremote.ucsf.edu for Webconnect Users The current version of DPH WebConnect heavily depends on Java and Safari preferences and these settings periodically are changed as Java, Citrix, and operating system updates are installed. Since the WebConnect system has been unreliable on some Macs we have created a workaround for users that have been through our troubleshooting process and are still not been able to properly connect to DPH. Like many other UC resources, while off-site you will need to connect to the UC Pulse Secure Dual VPN in order to reach the DPHremote server. The rest of this document will guide you through installing the UC Pulse Secure Dual VPN, Microsoft Remote Desktop program, and connecting to the DPHremote.ucsf.edu environment. Contents Requirements Overview:... 1 How to install UC VPN (Pulse Secure-Dual Authentication)... 1 How to Install Microsoft Remote Desktop on Mac... 2 Using DPHRemote.ucsf.edu Environment (Preferred Method)... 3 Setting up Remote Desktop Shortcut (Method 2)... 5 Using ecw through DPHRemote... 8 Troubleshooting:... 10 Requirements Overview: In order to enroll and successfully connect and use the DPHRemote environment you will need the following: Active UC Pulse Secure Dual VPN VPN Connection o Does not work while on DPHuser, UCSF-Clinical or Wired 10.86.X.X and other DPH networks. Microsoft Remote Desktop App (Version 8.0.32 or higher) OSX 10.10+ How to install UC VPN (Pulse Secure-Dual Authentication) Note: If you are using a UCSF managed computer you likely already have the UC Pulse Secure Dual VPN Client already installed. Look for the following icons to verify if the VPN Client is already installed: If you do not have Pulse Secure Dual VPN installed:
Page 2 of 10 1. Download Pulse Secure Dual VPN from http://software.ucsf.edu/content/vpn-virtual-private-network. You will be required to login with your MyAccess Login. The majority of the users will use the Mac OS client highlighted below (Select the appropriate download for your computer s operating system Mac/ PC). 2. Double Click the downloaded file to install and enter your password if your computer prompts you. The Pulse Secure Dual VPN icon will appear in the top bar near the Wifi and Time Icon once it has been installed. How to Install Microsoft Remote Desktop on Mac Version 8.0.32 or higher is needed to follow the preferred method below. MS Remote Desktop is already installed on UCSF ITFS supported Macs. 1. Open the App Store and search for Microsoft Remote Desktop
Page 3 of 10 2. You may be prompted for your icloud account username/password, or your computer s username and password. 3. Once the Microsoft Remote Desktop Client is installed you will see that you can open the program: You can access the Microsoft Remote Desktop listing the in app store from your web browser at the link below but searching as directed in steps 1-3 is recommended. Direct links are subject to change as the App is updated. https://itunes.apple.com/us/app/microsoft-remote-desktop/id715768417?mt=12 Using DPHRemote.ucsf.edu Environment (Preferred Method) Now that you have both the Remote Desktop Client, and Pulse Secure Dual VPN installed you can connect the DPHremote.ucsf.edu environment. You will first connect to UC VPN (Pulse Secure Dual), then connect to the DPHremote 1. Confirm you are connected to the internet. 2. Click the Icon Select UCSF Remote Access and Click Connect (If the Icon doesn t appear the Open Finder> Applications> Double Click on Pulse Secure Dual VPN ) 3. Enter username (UC Account) and password 4. In the next window type the DUO passcode from your device (smart phone, cell phone, land line, Yubi key) or type in push in the secondary password field; if you have push notifications set up
Page 4 of 10 5. Accept the login request prompt on your device (smart phone, cell phone, land line, or Yubi key) 6. Pulse Secure will minimize to the taskbar. 7. Open the Microsoft Remote Desktop Program. (If the program is not in your dock then Open Finder> Click Applications (Left)> Double Click Microsoft Remote Desktop). 8. Click on Remote Resources 9. Fill out the URL, Username, and Password. Click Refresh and close the window. URL: https://dphremote.ucsf.edu/rdweb/feed/webfeed.aspx Once properly entered you should see Successfully loaded remote resources. If you do not receive this message then check the URL. If you continue to have problems please check with SFGH- Infrastructure _Support to be sure your account has the correct permissions. 10. Your Remote Apps should load in the main RDP Client window under the Remote Resources section. Simply double click on the App corresponding to the type of token you have.
Page 5 of 10 12. Most of you will choose DUO DPH Webconnect 13. Enter in your DPH Account (firstname lastname) and password 14. Approve the login request on your device (smart phone, cell phone, land line, or token) or enter in the passcode number Setting up Remote Desktop Shortcut (Method 2) The preferred method above allows you to connect directly to the DPH Webconnect website. An alternate method of connecting to the DPHremote environment would be to launch a full windows session (Similar to DPH VDI). Both will grant you access to the WebConnect site. Below are instructions on creating and using the remote desktop shortcut: 1. Open the Microsoft Remote Desktop program. Make sure you have successfully connected to UCSF s Pulse Secure Dual VPN 2. Once the MS RDP Client is open click New to create a new Remote Desktop entry: 3. Enter the following information: a. Connection Name: DPHremote.ucsf.edu b. PC Name: DPHremote.ucsf.edu c. Username (optional): must be domain\username format. Valid UCSF domains are (SOM, CAMPUS or UCSFMC) d. Click Red circle to close the window
Page 6 of 10 4. You now have the DPHremote server saved. 5. Double Click on the DPHremote.ucsf.edu shortcut (or right click and select Start). 6. Click Continue 7. Enter your UC Username and password you must use the domain\username format. Valid UCSF domains are (SOM, CAMPUS or UCSFMC)
Page 7 of 10 8. Once logged in you will see two shortcuts for DPH Webconnect. One for use with Physical Entrust Tokens, the other for DPH DUO or Soft Tokens.
Page 8 of 10 Using ecw through DPHRemote 1. Log into your preferred DPHRemote App OR 2. Log into DPHWebconnect site (FIRSTNAME LASTNAME DPH Credentials) 3. Accept push on your DUO registered phone, or enter your tokens#. 4. The Webconnect home screen will load. Once here click Start then once that finishes loading (a few seconds)> Click Citrix Web Systems Xen Portal 5. The screen below will load. Sign in with your (FIRSTNAME LASTNAME DPH Credentials) 6. Once Logged in, click on the ecw icon
Page 9 of 10 7. Once ecw loads. Enter your ecw credentials and the program will load. ecw load times are closer to what you would experience while on site when using this method (onsite was about 10 seconds faster). While testing I was able to load to the main ecw main screen within 37 seconds.
Page 10 of 10 Troubleshooting: Issue - Unable to connect to DPHRemote or connection attempt results in a time-out. - When refreshing resources (Method 1) Error: Username or password are in correct - Error when attempting to connect to DPH Remote: The credentials are correct but the host cannot log you on for another reason... - Slowness loading ecw within DPHRemote environment Suggested Action(s) - Verify that the computer is not connected to DPHuser, UCSF-Clinical Wireless network, or the DPH Wired network. - Connect to UCSF VPN (Pulse Secure Dual VPN ) and attempt to reconnect - If using RemoteApp ( Preferred, Method 1) ensure that the Remote Resources URL is entered correctly. - If using Method 2 (RDP) make sure the server/hostname is correct - Ensure that you are entering your UCSF credentials that have been enrolled in the DPHRemote system. Format= DOMAIN\username. Valid Domains= UCSFMC, SOM, CAMPUS - Reset password if necessary by calling the UCSF helpdesk at 415-514-4100 or pwmanage.ucsf.edu (if already registered in that service) - Ensure that you are entering your UCSF credentials that have been enrolled in the DPHRemote system. Format= DOMAIN\username. Valid Domains= UCSFMC, SOM, CAMPUS - Reset password if necessary by calling the UCSF helpdesk at 415-514-4100 or pwmanage.ucsf.edu (if already registered in that service) - Use suggested method of using ecw outlined in this document for the best results. We ve confirmed that ecw is slow to load through Citrix even while on campus and connected to the DPH network. If at SFGH the recommended method is to access ecw through VDI (Insert URL or KB #).