Virtual Desktop Getting Started Overview Virtual Desktops are hosted in one of our City of Calgary datacenters. To access your Virtual Desktop there are a few of ways to accomplish this including, externally, internally and with ThinPC s. Accessing Externally Accessing externally means you are attempting to connect to the City of Calgary s secure networking from a private network (e.g. home internet, public Wi-Fi hot spots, etc) Navigate to https://ctx.calgary.ca Enter your username, password, and RSA information (PIN + Code) Once logged in click the Desktops button at the top of the screen. Then proceed to click on your appropriate Virtual Desktop After clicking on the Virtual Desktop icon your desktop should start. If your desktop does not start you may also click on Details on your desktop and select Restart on the next page. 1 P a g e
Note: After clicking restart, you may have to wait a couple of minutes before pressing the Logging in internally (e.g. from another Computer connected to City Network) 1. Navigate to https://ctx.coc.ca or launch Citrix Receiver from your start menu or task tray (found beside clock, usually looks like an up arrow ^ ). 2. Once logged into Citrix Receiver or the website click the Desktops button at the top of the screen. Then proceed to click on your appropriate Virtual Desktop After clicking on the Virtual Desktop icon your desktop should start. If you desktop does not start you may also click on Details on your desktop and select Restart on the next page. Note: After clicking restart, you may have to wait a couple of minutes before pressing the Accessing with ThinPC s ThinPC s have been provisioned with a known set of configurations to help provide a consistent experience for Virtual Desktop users where ever they are connected. 1. When sitting down in front of a ThinPC you will be presented with a login screen that will change depending on where you are connecting from (Internally or externally). 2 P a g e
or 2. Enter your username, password, and RSA information (PIN + Code) Note: RSA information is only required if accessing externally 3. Once logged into the website click the Desktops button at the top of the screen. 4. Then proceed to click on your appropriate Virtual Desktop 5. After clicking on the Virtual Desktop icon your desktop should start. If you desktop does not start you may also click on Details on your desktop and select Restart on the next page. Note: After clicking restart, you may have to wait a couple of minutes before pressing the Tips and Tricks/Troubleshooting Tip: If you need to step away from your Virtual Desktop you lock it by: Special Note: Ctrl+Alt+Del and Win+L have been disabled on ThinPC s. a. Clicking the Down arrow at the top of the screen which will then display the Desktop Viewer. Select Ctrl+Alt+Del, then select Lock. This will lock your windows session until you come back to your desktop. This option is mostly used for times when you will be stepping away for short periods. 3 P a g e Note: Your desktop will remain locked for only 24 hours before logging you out. b. Clicking the Down arrow at the top of the screen which will then display the Desktop Viewer. Select Disconnect. This will disconnect you from your Virtual Desktop. This option is mostly used for times when you will be stepping away for longer periods or you changing which device you are connecting to
from. Note: Your Virtual Desktop will still be running, so when you reconnect you can pick up where you left off. Tip: How to activate Dual Monitors with Virtual Desktop a. Once logged into Virtual Desktop at the top of your screen click on the down arrow to bring up the Desktop Viewer, then select the Window button. b. Now drag or expand the Virtual Desktop window (like a Windows window click and hold the border of the window to drag wider) so it spans, both monitors and then click Full-Screen on the desktop viewer. Issue: The Virtual Desktop is not displaying my screen correctly (some part of the screen is black or not showing at all) a. The first option is to select the down arrow button at the top of your screen which will bring up the Desktop Viewer then select Window. Wait a few seconds until the screen reloads, then click Full Screen b. The second option is to Disconnect from your Virtual Desktop, by clicking the Down arrow at the top of the screen which will then display the Desktop Viewer. Select Disconnect. Once you have been disconnected, relaunch your Virtual Desktop. 4 P a g e
c. The third option is to disconnect from your Virtual Desktop and Restart it. This is accomplished by: i. Disconnect from your Virtual Desktop, by clicking the Down arrow at the top of the screen which will then display the Desktop Viewer. Select Disconnect. ii. Click on Details on your desktop and select Restart on the next page. iii. Then Click on Restart Note: After clicking restart, you may have to wait a couple of minutes before pressing the Issue: Skype for Business audio quality is not poor or does not work. a. In your Windows Task Tray there will be an icon called Citrix HDX Real Time Connector b. If it shows up as Connecting (for a long period of time) or Not Connected, call the IT Service Desk. 5 P a g e
Issue: If using your Virtual Desktop Externally (@home, etc) seems to be slow or screens take a long time to refresh. If you contact the City of Calgary IT service desk they can assist you with determining if your connection might be the problem. Which will allow you to troubleshoot the following: a. A poor internet connection or home router/modem issue, restarting this might resolve your issue. b. For more advanced issues, you will have to contact your ISP (Internet service provider) Issue: If you are connecting using a ThinPC and the Webpage does not load to allow you to login, instead you are presented with a dialog box like the following: a. It is recommend you follow the steps outlined on the dialog box. If that does not resolve your issue, please contact the IT Service Desk for further assistance. 6 P a g e