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PC World Business Remote Access FAQ and Trouble Shooting

 

Question: Why won't my logon screen accept my passcode?
Symptom: Logon screen returns with blank fields when I click the Submit button.

Answer: It is likely that you have made typographical error in entering your passcode. You are only allowed three attempts at logging on to Remote Access before you are locked out.

 
Question: Why do I need a token?
Answer: To ensure the security of the PC World Business computer network, the Remote Access service requires two-factor authentication. This involves the use of a token device to generate access numbers. These numbers change every 60 seconds and are combined with your PIN to create a passcode. Two-factor authentication is considered necessary to provide a higher level of security than the usual simple password mechanism.
 
Question: What do I do if I lose the SecurID token device?
Answer: Contact the Service Desk (on 0161 447 3116 or Ext 6666) and request a new token device. You will need to come back to the office to collect the token for security reasons. We do not ship out tokens via post so please dont ask.
 
Question: What do I do if I forget my PIN?
Answer: Contact the Service Desk (on 0161 447 3116 or Ext 6666) and request a new PIN. The Service Desk will raise a job ticket and escalate to 2nd Line Support. You will be contacted by a 2nd line support person for issuing of a replacement PIN.
 
Question: Do I need to use my SecurID token whilst using Remote Access via the WAN?
Answer: NO, You will use your laptop/PC as usual.
 
Question: Do I need 128 bit encryption?
Answer: The Remote Access service requires 128 bit encryption to be available on your local workstation. This is usually a function of your browser. Internet Explorer version 5.5 and later comes with 128 bit encryption.
 
Question: How can I print through Remote Access?
Answers: Printing locally: If a local printer is attached to the workstation you are using to connect to Remote Access, in most instances you should be able to print in the usual way. The printer driver used will be one of many compatible drivers that are available through a Remote Access session. When you log on to Remote Access your default printer setting is checked to see if a compatible driver is provided. If there is an acceptable driver, printing occurs normally, (although the Windows Print window may display an apparently complex printer Name). If your printer is not supported, an error message will display when you attempt to print.
Printing to a remote printer: If you are printing to an office printer, you will need to know the name of the printer. This mapping will only last for the life of the current session.
 
Question: What is the screen resolution for Remote Access applications?
Answer: Applications accessed through the Remote Access service display in the screen resolution that is current on the client workstation. (For example, 800x600, 1024x768, etc.) However, if you change display settings during a Remote Access session, it is possible that a warning message will display and the resolution will revert to the previous resolution of the workstation.
 
Question: An AutoComplete window opens when I log on to Remote Access
Answer: This is a function of Internet Explorer. Because you use a token and a passcode for Remote Access, (rather than a password), and because this passcode changes every time you logon, there is no benefit in remembering the passcode.

You can disable this function by selecting the Don't offer to remember any more passwords option and clicking on the No button. The next time you logon, the window will not display. Alternatively, From Internet Explorer, select Tools / Internet Options and then select the Content Tab. Click on the AutoComplete Settings button. A window opens that allows you to customise how Internet Explorer handles web addresses, forms, usernames and passwords. Clear the Prompt me to save passwords option, and then click on the OK buttons to save the setting. The window will no longer display.
Note: This setting will apply to all logins requiring passwords that you may use, not just Remote Access.

 
Question: Can I add the Remote Access Login page to my Favourites list?
Answer: Yes. But you need to be careful that you bookmark or add to your Favourites list the correct page. It is possible for the wrong page information to be saved.

If, when selecting the Favourite (or bookmark), the Logout page appears rather than the Login page, you should check that the correct URL is attached to the Favourite. This is: https://vision.pcwb.co.uk.

 
Errors
 
Message: Cannot connect to the Citrix server: The SSL security context is invalid or has expired (SSL error 15)
Indicates: That an old version of the Citrix ICA client is installed on the client computer.
Solution: Upgrade your ICA Client
 
Message: Error in Connection. The Citrix server is not available. Please try again later.
Indicates: That your ISP connection has dropped out.
Solution: If your ISP connection has dropped out, reconnect and try again.
 
Message: There are no published applications currently available for this user.
Indicates: That you have not been added to any Remote Access application groups.
Solution: Contact the Service Desk. Inform them that you are unable to view application icons. They will raise a job ticket and add you to the application groups you are authorised to access through Remote Access.
 
Message: ICA Connection in progress.
Indicates: That an ICA connection to the selected application is in progress. This message displays normally whenever you select an application, however it should only display for a few seconds. If the message continues for a prolonged period, it indicates that there is a problem loading the selected application. This is usually due to not having the latest version of the ICA client installed on your PC. The connection attempt continues for approximately 3 minutes before timing out.
Solution: Remove the old version with Add and Remove programs in the control panel and then login to Remote Access in the usual way, you will be prompted to install the ICA client when you reach the second login window. Follow the prompts to install the plugin. If all else fails, contact the Service Desk. Inform them that your ICA connection is timing out and not completing.
 
Message: Network or dialup problems are preventing communication with the Citrix server.
Indicates: This error usually displays during an operational session and indicates that the network connection has been temporarily lost.
Solution: Select the Cancel button and try again to access the required application. If the problem persists, try logging out and logging back in to Remote Access.
If you are not able to make a valid and usable connection, contact the Service Desk. Inform them that this error message displayed.
 
Message: The system has reached its licensed logon limit. Please try again later. Selecting OK in this window opens a second information window that states: You do not have access to logon to this Session.
Indicates: This error indicates that the Citrix server has reached the limit of concurrent users allowed under the license agreement. This may be caused by a problem with the license database or the actual limit of concurrent licenses being reached. The latter possibility is considered unlikely, given that DCT are constantly monitoring the number of concurrent users on each server.
Solution: Contact the Service Desk. Inform them that this error message displayed.
 
Message: Login failed. Please try again.
Indicates: That your Remote Access Username or Passcode was incorrectly entered.

Solution: Re-enter your Username and Passcode and select the Login button again. Ensure you enter the currently displayed readout from your token.

Note: You are only permitted three attempts to login before you are locked out. If you have been locked out of your account you need to contact the Service Desk to request unlocking of your account.

 
Message: The Citrix SSL server you have selected is not accepting connections. Displays after selecting the Cancel button on the ICA Connecting window prior to timeout or after the Connection error window has displayed and a reconnection has been manually or automatically attempted.
Indicates: That the system has attempted to reconnect after a disconnection from the Citrix server. The error is caused because the SSL ticket authority has expired with the disconnection and the attempted reconnection does not have a valid ticket.
Solution: Close all applications and logout from Remote Access, then close your browser session. Log back into Remote Access and try to access the application again. If the problem persists, contact the Service Desk. Inform them that this error message displayed.
 
Message: A network error occurred (SSL error 4).
Indicates: That the ICA connection to the Citrix server could not be completed. This may indicate that the reason for the failure to connect to the server is due to an SSL problem.
Solution: Contact the Service Desk. Inform them that this error message displayed.

Note: In a small number of cases, encryption problems have been encountered on machines running Windows 95/98 or NT4 operating systems and using Microsoft Office 97 SP2.

 

Message: You do not have 128 bit encryption. Note: This message may be displayed at the bottom of a standard Windows "Page not available" message.

Indicates: That you do not have 128 bit SSL encryption.
Solution: If you are using Windows 9X, update your browser to IE 5.5 with 128 bit encryption. To check the encryption level of your Internet Explorer version, select Help, About Internet Explorer. The encryption or cipher strength is displayed. You can install IE5.5 for your operating system by going to the Microsoft update site. If you are using Windows 2000, and you do not have the high encryption pack or Service Pack 2 (SP2) installed, it is possible for your encryption level to be less than the required 128 bit SSL.In this circumstance installing a later version of the IE browser (e.g. IE6) will not solve the problem. You need to install the relevant high encryption pack or Windows 2000 SP2.These are on the Microsoft update site.