Remote Desktop
This is a list of Frequently
Asked Questions about the Remote Desktop Service. If you can't
find the answer you need here, please contact your Departmental
Computing Support team or the ITS Helpdesk for further help.
Installation
issues
Q.
Windows Vista is warning me that Remote Desktop is not compatible
with my computer.
A.
Remote Desktop was set up before Windows Vista and is not recognised
as being compatible.The Remote Desktop software will however work
perfectly will on Vista. To remove the compatibility warning,
check the box "Don't show this message again", then
select "Run program".
Q.
The NetStorage icon doesn't work on Windows Vista.
A.
The desktop NetStorage icon isn't supported by Windows Vista.
NetStorage can be accessed
via
the NetStorage
web page.
Q. My
computer runs 64-bit Windows Vista. When I launch the Remote Desktop
icon, it asks me which program I want to use.
A. The desktop icon can't find the Remote Desktop
software on your computer - it's looking in C:\Program Files
instead of C:\Program Files (x86). To fix this, run this
registy file (you will need to accept all the prompts and
warnings).
Q. My
computer runs Spanish Windows XP. When I launch the Remote Desktop
icon, it asks me which program I want to use.
A. The Remote Desktop software expects to find
English folder names, but these are different in your language.
This is usually only a problem with Spanish and Portugese editions
of Windows XP. To
fix this,
- Open My Computer
then Tools / Folder Options / File Types.
- Scroll down to and
highlight the ICA extension, click Advanced then
Edit.
- In the second text
box replace the letters PROGRA (in C:\PROGRA~1\LSHTM\REMOTE~1\WFICA32.EXE
"%1") with ARCHIV (for Spanish) or the
equivalent first 6 letters of the name of Program Files folder
on your computer.
Q. My
computer is running Windows 98 / Millennium / NT4. Can I still
install the Remote Desktop software?
A. Yes, but you may need to update your Windows
Installer first. You can download this
update for Windows 98/ME (or this
one for Windows NT4). The
desktop NetStorage icon does not work with NT4 or Windows 98/ME,
but access is available via
the NetStorage
web page.
Q.
How do I change the size of the Remote Desktop window?
A.
Open the Remote Desktop icon in Notepad (or any other text editor).
Look for the lines starting DesiredHRES= and DesiredVRES=
and change the values as required.
Connection and Login
Q.
Help! I can't connect to Remote Desktop
A. Before looking for the specific error you are getting,
check that your internet connection is working, and that your
anti-virus or firewall software (e.g. Norton, McAfee, etc) isn't
trying to block your connection (there may be a pop-up box in
the bottom right hand corner of your screen asking you to allow
the application).
Q.
I get an error message “An I/O (Input/Output) error occurred
while your request was being processed...”
A. Some internet providors (particularly overseas)
use a certain type of proxy that prevents a Remote Desktop connection
from being made. To work around this, try
this alternative 'Remote
Desktop' icon (right-click the link and save it to your desktop),
which uses a different network port.
Q.
I
get an error message such as “There is no Citrix MetaFrame
server configured on the specified address”
A. Your internet providor may be blocking
certain kinds of internet traffic. You may need to speak to the
people who manage your network and tell them that you need to
access a remote Citrix service which requires outbound TCP/80
and TCP/1494.
Q.
Is there anything else can I do to troubleshoot my connection?
A.
Yes, from a command (DOS) prompt, telnet desktop.lshtm.ac.uk on
port 80 and port 1494 (e.g. "telnet desktop.lshtm.ac.uk
80" and hit return a few times). If all is working well,
you should get "Bad Request" for port 80 and "ICA...
ICA... ICA..." for port 1494.
To use Telnet on Windows Vista, go to Control Panel / Programs
and Features / Turn Windows features on or off / and
add the Telnet Client.
Q.
I get an error message “You do not have the proper encryption
level to access this Session”
A.
Your connection settings do not have encryption on login enabled.
Replace your desktop icon with a new
copy (right-click and save it to your desktop). If you have
set up your connection manually, ensure the encryption level is
set to "128-bit Login Only"
Q.
I get an error message “To
log on to this computer, you must have Terminal Server User Access
permissions…” or
“The
desktop you are trying to open is currently available only to
administrators…”
A.
Your connection settings may not be correct. Replace your desktop
icon with a new copy (right-click
and save it to your desktop). If you have configured your connection
manually, ensure you are connecting to a Published Application
("LSHTM Desktop"), not to the server itself.
Q.
My Remote Desktop connection has suddenly frozen/disconnected.
A. There may have been a temporary glitch in your
connection to the School network. Try connecting again. If you
reconnect within 15 minutes, you should be returned straight to
your previous screen.
Applications
Q.
My application is running really slowly.
A. The Remote Desktop service is very popular with
staff and students at the School, and can occasionally get quite
busy accommodating everyone's activity. Open the Windows task
manager to get an idea of your server's utilization and number
of other people logged in.
Q.
There aren’t as many applications as I get on my desktop
in School.
A.
This is by design. The Remote Desktop service only offers a subsection
of programs available within School.
Q.
There seem to be a number of things I'm being restricted from
seeing/doing?
A. Certain features of the desktop have deliberately
been locked down.
Q.
How do I print?
A. Copy the document you want to print to your local
C: drive, then open and print it as normal to your own machine.
Q.
I need to be able to browse the network and map a new network
drive...
A. Start / Run and enter any valid UNC server resource
(e.g. \\ITS1\ and browse from there). Right-click on the folder
you want and select Novell Map Network Drive.
Q.
Are my preferences saved for next time I log on?
A.
Yes, and maybe. When you connect to the system you are randomly
assigned to one of two servers. You preferences (profile) are
stored separately on each server, do you may see different settings
when you next log on.
Q.
Where are My Documents and the files on my Desktop stored?
A. My Documents, Desktop, Internet favorites and
cookies are all stored on the root of your H: drive. For example,
if you save a file to your Desktop, it will be found in H:\Desktop.
Q.
I can’t see the toolbars for EndNote in Word.
A. You need to have opened EndNote X1 at some point
to install the macros in your Word startup directory. If your
EndNote toolbar disappears, right-click on EndNote X1, and select
verify.
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