BT Lancashire Services

Remote Access to Corporate Desktop (RACD) User Guide In confidence BT Lancashire Services Remote Access to Corporate Desktop (RACD) User Guide Working in partnership

Confidentiality Statement BT Lancashire Services Remote Access to Corporate Desktop (RACD) User Guide Certain information given to Lancashire County Council in connection with this document is marked In Strictest Confidence. That information is communicated in confidence and disclosure of it to any person otherwise than with BT Lancashire Services' consent will be a breach of confidence actionable on the part of BT Lancashire Services. The disclosure of BT Lancashire Services' confidential commercial information would also, or would also be likely to, prejudice BT Lancashire Services' commercial interests. For these reasons, we believe that such information must be exempt from the duty to confirm or deny, and from disclosure, under the Freedom of Information Act 2000. Consultation In the event of Lancashire County Council receiving a request under the Freedom of Information Act 2000 which encompasses any information held by them which was provided to them by BT Lancashire Services in connection with this confidential response, the authority is expected forthwith to notify BT Lancashire Services of the request and allow BT Lancashire Services no less than ten working days in which to make representations. Copyright, all rights reserved BT Lancashire Services 2016

Contents Page 1. Remote Access to Corporate Desktop (RACD) 4 1.1 Introduction 4 1.2 Getting started 4 2. Logging in to the Remote Access service (RACD) 5 2.1 Windows PCs / Laptops 5 3. Accessing Remote Access to Corporate Desktop (RACD) without Citrix Receiver 10 4. Navigating around the Remote Desktop on your ipad / Android or Windows tablet 12 5. Troubleshooting / Error Messages 14 5.1 Issues Launching RACD 14 5.2 Issues logging into RACD 17 6. Appendix 18 Page 3 of 18

1. Remote Access to Corporate Desktop (RACD) BT Lancashire Services 1.1 Introduction Welcome to Remote Access to Corporate Desktop (RACD), a service provided by BT Lancashire Services to allow employees access to a standard corporate desktop session from a non-corporate device e.g. home computer or tablet, via the Internet. These instructions have been produced to guide you through the steps required to setup and login to this service. To access this service you must have a Soft Token and have applied for and had your access set up to use RACD by ICT Services. (For guidance on how to apply for this service, please go to the AskICT knowledgebase and search for RACD (KM4980). Whilst every effort has been made to ensure compatibility with as many different non-corporate device setups as possible, ICT Services are not able to guarantee this service on your personal device. If you are experiencing difficulties with the setup of your personal device for access to RACD, ICT Services will offer guidance and in some cases, will remotely access your personal device but no changes will be made without your initial approval and all responsibility for the change will be your own. A compatibility list is available in the Appendix. 1.2 Getting started To enable you to have the best possible experience using RACD, you will need to use a recommended web browser (Internet Explorer or Safari) and have Citrix Receiver version 4.5 or above installed on your device, as RACD relies on this. You may already have a version of Citrix Receiver installed on your device if other software you have installed uses it. To check if your device already has the software installed, or if you need to install or remove the Citrix Receiver software, please refer to the Downloading, Installing, Removing and checking the version of Citrix Receiver document, which can be found on the Remote Access to Corporate Desktop (RACD) login page. Please note other applications that use Citrix Receiver on your personal device may be affected if you decide to install / uninstall this software. If you are unable to uninstall and/or upgrade your Citrix Receiver software you can still access and use RACD, you just will not be able to access all the functionality the service offers. Please refer to section 3 Accessing Remote Access to Corporate Desktop (RACD) without Citrix Receiver for how to use the web page version of RACD (HTML 5 receiver). You have now completed the set up process and are ready to Log in to the Remote Access service. Please see Section 2 for logging in to RACD Page 4 of 18

2. Logging in to the Remote Access service (RACD) BT Lancashire Services 2.1 Windows PCs / Laptops If this is your first time logging in, please check that you have read the Getting Started section, to ensure that you are on the correct Citrix Receiver version and are using a recommended web browser. To log in to the Remote Access service (RACD), navigate to the ICT RACD page in your internet browser (Internet Explorer) or click on the link below: http://www.btlancashire.co.uk/mobility Click on the Login to LCC RACD button to access. You will now be taken to the Remote Access to Corporate Desktop (RACD) login page (see figure 4) Page 5 of 18

Fig 4 Example on a Windows Device To login enter the following details then click Login. Username Password Soft Token PIN and Security Code This is your username used to login to your corporate machine (your AD login). The password used with this account. This is made up from your 4 digit pin code and the current number displayed on your token screen. Enter them one straight after the other, no spaces. Security Code Once successfully authenticated you will be required to accept a short Acceptable Use Policy, please read and click "Click here to continue" if you are happy to do so. Page 6 of 18

You will now be presented with the screen below: Click on the CORP RACD icon and if you your Remote Desktop session will now launch. Page 7 of 18

When using RACD with Internet Explorer the published desktop will now open within Citrix Receiver as a separate window from your Internet browser. To end your Remote Access session, click the start button on the RACD desktop and select log off from the start menu this will log you off the RACD session and this window will close. Once the RACD window has closed, click on the logout button from the Internet Explorer window, or alternatively close the browser (shown highlighted red in Fig 8). Page 8 of 18

Failure to properly logoff can be considered to be a security risk if using a public PC (e.g. in a library or internet café) so please ensure the steps above are followed. Your Remote Access (RACD) session will now be shut down. Page 9 of 18

3. Accessing Remote Access to Corporate Desktop (RACD) without Citrix Receiver BTLS highly recommend accessing RACD via Microsoft Internet Explorer v11, other browsers such as Google Chrome can be used but full RACD functionality is only available via Internet Explorer v11 with the Citrix Receiver client installed. (eg for Windows devices v4.5). If you are unable to install / upgrade the Citrix Receiver or cannot use one of the recommended Web Browsers, you can still access the RACD Service via a Web Page (HTML5 Receiver). This will open a RACD session in a new tab within your browser. Users on Windows 10 devices also need to be aware that this operating system comes with two Internet browsers built in Microsoft Edge and Internet Explorer 11. All functionality is only available on RACD when using Internet Explorer (IE) 11 so it is important to distinguish between the two and it is advisable to create a desktop shortcut to Internet Explorer(NOT Microsoft Edge), or 'pin' to the Taskbar within Windows 10. Below are examples of the two browsers icons to help distinguish between the two: If Google Chrome is used, the RACD session will be opened within a separate Google Chrome tab and you will not have access to telephony via Skype. The same will apply if you use Microsoft Edge and not IE. All other features of the RACD platform will operate as normal within the Chrome window. Page 10 of 18

Mobile Devices (ipads / Android tablets) On Apple ios devices (such as ipads), or Android devices, it is required to install Citrix Receiver from your App Store or Google Play Store (please note this app is free to download). Android Devices Fig 2 Example of Android Device Example of an ios Device Page 11 of 18

4. Navigating around the Remote Desktop on your ipad / Android or Windows tablet By tapping on then 'All programs' you will be able to find your usual applications. For example; Start All programs Microsoft Office will take you to Outlook, Word, Excel etc. Fig 14 Tapping the arrow at the top of the screen will show the system menu options, such as the keyboard and the Home button; which when tapped will disconnect your RACD session. Fi 15 By tapping this button view. at the top right of the screen you can switch the view to the traditional desktop Page 12 of 18 Fig 16 When you have finished you will need to Log off from both your windows session and your secure connection. Tap on start and then select Log Off

Fig 17 When prompted select 'Yes' Fig 18 Page 13 of 18

5. Troubleshooting / Error Messages 5.1 Issues Launching RACD Question / Query 1 When I click the Remote Access (Remote Access to Corporate Desktop) icon to launch the session on a windows device I get the following message "do you want to open or save launch.ica from remotedesktop.lancashire.gov.uk?" Answer If you receive this message, click on "Open", as highlighted in red. 2 When I click the Remote Access (Remote Access to Corporate Desktop) icon to launch the session on an Apple ios device I get the following message: If you receive this message, Tap on 'Open in 'Receiver' ' as highlighted in red. 3 When I click the Remote Access (Remote Access to Corporate Desktop) icon to launch the session on an Android device nothing happens. 4 When I click the Remote Access (Remote Access to Corporate Desktop) icon to launch the session on an Apple Mac device nothing happens. Depending on the personal settings on your device, it may not auto run file downloads. You will have to navigate to your Downloads app and tap on the launch.ica file to allow your Remote Desktop session to launch. Depending on the personal setting on your device, Safari may prevent RACD from launching within Safari. To resolve this issue you will need to: 1. Launch Safari 2. Click on 'Preferences' Page 14 of 18

3. Next, click on 'Security' 4. Check that the Citrix Receiver plugin settings are set to 'Allow Always' for remotedesktop.btlancashire.co.uk, as shown below 5 When I click the Remote Access (Remote Access to Corporate Desktop) icon to launch the session on a windows device I get the following message This message can be due to a number of reasons: On some devices this message is shown the first time you login, please click skip and continue as normal. If the message is shown again please refer to the next point. You may not have correctly followed section 2 and installed the Citrix receiver or the Citrix receiver version is out of date. Please click download (see icon in left hand column) this will take you to the Citrix website in section 2 and then follow the Page 15 of 18

remaining instructions in section 2. After this if the message is shown again please refer to the next point. Your virus/malware/browser/security software may be blocking the RACD website from checking if you have a citrix receiver installed. Please follow the instructions for your specific software on how to add https://remotedesktop.btlancashire.co.uk into the allowed/safe sites list. It is possible on some devices you will also get this message even after following the above instructions, please click skip and continue as normal to access RACD. Please log a call with AskICT and we may be able to advise you further. 6 When I click the Remote Access (Remote Access to Corporate Desktop) icon to launch the session on a windows device I get the following message If you receive this error message, click on the "Allow" Button (Highlighted Red) 7 I am trying to make or receive a call but it doesn't appear to be working? 8 When I answer a call or dial a number on my Plantronics handset, nothing happens. I have made sure that I am accessing RACD via Internet Explorer and not within a browser tab eg Chrome or Microsoft Edge. This feature will only work on Internet Explorer and corporate headset / handsets. Citrix only supports the corporate provided Plantronics handset/headset as audio devices. If you are using a handset, you will not be able to use the buttons on your phone, instead you will need to use the on screen display to make and receive calls. Page 16 of 18

5.2 Issues logging into RACD When I enter my login details and click on login, I receive one of the following messages: Error Message Solution Click "Click here to continue" and try to login again. Please make sure you are entering your username and password correctly. This is the username and password you use to login into an LCC Corporate Machine. Click "Click here to continue" and try to login again. Please make sure you are entering your PIN and token Security Code correctly. It is your 4 digit PIN followed by the current Security Code displayed on your token. Do not add any spaces between the two numbers. Click "Click here to continue" and try to login again. Please make sure that you have followed the process for requesting access to the RACD service and have received confirmation from ICT that you have been setup. If any of the above messages continue after trying the above solutions then please contact AskICT. Page 17 of 18

6. Appendix Compatibility Whilst every effort has been made to ensure compatibility with as many different computer configurations as possible, ICT Services are not able to guarantee this service as your personal device may have incompatible software installed or incompatible configurations. This service has been tested and confirmed as working on the following operating systems with the latest available service packs, hotfixes and security updates installed. Microsoft Windows OS 32-bit and 64-bit versions Windows 7 SP1 and Windows 8 and 8.1 Update, and Windows 10 running IE7, IE8, IE9, IE10, IE11, Firefox 43 or Chrome 50*. *Only 32-bit browsers are supported. OS X Apple OS X 10.9.x, Apple OS X 10.8.x, and Apple OS X 10.7.x devices running Firefox 33, Safari 6.x, Safari 7.x, or Chrome 38 Android Android versions 5.0 to 7.0 ios Apple ios versions 7, 8, 9 and 10. Windows Phone Windows Phone 8 and above Citrix Receiver Citrix Receiver for Windows 4.4 Receiver for Windows 8 Citrix Receiver for Mac 11.7, 11.8 Citrix Receiver for ios 7.0 Citrix Receiver for Android 3.9 Citrix Online plug-in 12.3 Page 18 of 18