Virtual Desktop Common Problems and Solutions The following document contains basic troubleshooting tips for users experiencing difficulties accessing Abbotsleigh Virtual Desktop. The document covers the most common problems reported and their solutions. Please work your way though the following instructions carefully. If you are still experiencing problems, contact the IT department on 02 9473-7900. Problem: After clicking on the virtual desktop link on the Abbotsleigh website, a page is displayed which says “Return to Online Services” but nothing else is visible. Solution: Disable any popup blocking software which is active. The most common popup blocker is built in to the Google toolbar and can be disabled by clicking as follows… 1. Click on the menu bar as indicated below 2. Navigate back to the Abbotsleigh website and attempt to access the Virtual Desktop again. You should now see the following notification. 3. Click “Connect” and you will be prompted to enter your username and password. Problem: When attempting to connect to the virtual desktop, the following screen is displayed… Solution: There are numerous reasons why this problem can occur. The most common reason however is either a software or hardware firewall being enabled which is blocking communication on the required port. As there are numerous different firewall packages available, it is impossible to provide precise instructions on how to disable it for each package, however, in most cases, unblocking TCP port 47637 will solve the problem. Also ensure that Windows Firewall is turned off. This can be done by navigating to the Start menu – Control Panel – Windows Firewall. Once you have checked that there is no firewall blocking the connection, the next step is to ensure that the Microsoft Remote Desktop Connection Add-In or Microsoft Terminal Services Client Active-X control is installed and enabled. Typically, you will be prompted to install the Microsoft Terminal Services Client Add-In the first time you launch the virtual desktop. This prompt presents itself as a yellow bar across the top of the screen asking you to “Click here to install active X control”. This should only occur the first time you attempt to access the virtual desktop on any computer. If this yellow bar does not appear and you see the “Remote Desktop Web Connection” screen pictured above, the following steps should be taken. Close Internet Explorer. Navigate the Control panel via the start menu and enter “Internet Options” (In order to see this, you may need to click on “Classic View” on the top left hand side of the Control Panel window). Click on the “Programs” tab and click on the “Manage add-ons” button. 1. Scroll down and click on “Microsoft RDP Client Control”. Ensure it is enabled as pictured below… 2. If it was disabled previously, click on “Enable” and then click “OK”. Open Internet Explorer and attempt to access the Virtual Desktop again. 3. Navigate back to the Abbotsleigh website and attempt to access the Virtual Desktop again. You should now see the following notification. 4. Click “Connect” and you will be prompted to enter your username and password. 5. If this is not the case and you still see the earlier pictured “Remote Desktop Web Connection” screen, close Internet Explorer and navigate to Start – Control Panel – Internet Options and click on the “Security” tab. Click on the “Trusted Sites” icon and click on the “Sites” button. 6. Add details as pictured below: 7. Click “Close”. Navigate back to the Abbotsleigh website and attempt to access the Virtual Desktop again. You should now see the following notification. Click “Connect” and you will be prompted to enter your username and password. If you are still having difficulty accessing the Virtual Desktop, please contact the IT department on 02 9473-7900.
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