BT Lancashire Services Remote Access to Corporate Desktop (RACD) Getting Started Guide
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BT Lancashire Services
Remote Access to Corporate Desktop (RACD) Getting Started Guide
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BT Lancashire Services Remote Access to Corporate Desktop (RACD) Getting Started Guide
Confidentiality Statement 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
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Copyright, all rights reserved
© BT Lancashire Services 2014
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Contents Page
1. Remote Access to Corporate Desktop (RACD) 4
2. Using RACD for the first time on a Device. 5
Downloading, installing or checking the Citrix Receiver 5
3. Logging in to the Remote Access service (RACD) 7
4. Navigating around the Remote Desktop on your iPad / Android or Windows tablet 11
5. Troubleshooting / Error Messages 13
Issues Launching RACD 13
Issues logging into RACD 15
6. Appendix 16
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1. Remote Access to Corporate Desktop (RACD)
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 Symantec VIP 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 KM4580).
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
and are unable to offer support in the setup of this service. A compatibility list is available in the
appendix.
If additional security / pop-up blockers are installed on the machine you are using, it may help to
enter the web address below into the exceptions list. The online help guide within your web browser
should be able to provide guidance on how to do this.
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2. Using RACD for the first time on a Device.
If you are using RACD for the first time on any device, you are advised to check that you have the
most up to date Citrix Receiver installed on your machine. RACD relies on this, but you must be
certain that other applications on your personal computer will be unaffected if you decide to install
this.
You only need to complete this task on your initial RACD setup, the next time you use RACD proceed
straight to the steps in section 3 - Logging in to the Remote Access service. However, the Citrix
Receiver will be updated periodically by the supplier, so you should check from time to time that you
have the current version installed or this could prevent RACD from working.
Downloading, installing or checking the Citrix Receiver
To do this, click on the link below:
http://www.citrix.com/go/receiver.html
The Citrix website will appear and automatically detect which device/operating system you are using.
Please follow the instructions on screen, these instructions will be different depending on the type of
device you are using. Generally you will need to click on the blue box "Download Receiver 'Version
Number' for 'Device Type' " (see example below highlighted red).
Fig 1 - Example for a Windows device
On Apple iOS devices (such as iPads), or Android devices, the instructions will automatically take you
to your App Store or Google Play store to download and install the Citrix Receiver App (please note
this app is free to download).
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If prompted you will need to enter your personal account details and then download the app as you
would for any other app you download onto your device.
An example for Android devices is shown highlighted red in Fig 2.
Fig 2 – Example of Android Device
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3. Logging in to the Remote Access service (RACD)
To log in to the Remote Access service (RACD), navigate to the ICT Mobility page in your internet
browser or click on the link below:
http://www.btlancashire.co.uk/mobility
Click on the blue box "Login to RACD" (shown highlighted red in Fig 3).
Fig 3 – ICT Mobility page
This will take you to the RACD login page (examples shown in Fig 4 and Fig 5)
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Fig 4 – Example on a Windows Device
Fig 5 – Example on an Android or Apple iOS Device
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To login enter the following details then click Login.
Username This is your username used to login to an LCC corporate machine (your AD
login).
Password The password used with this account.
Soft Token PIN and
Security Code
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.
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.
When presented with the following screen, click Remote Access (Remote Access to Corporate
Desktop) to launch the session (shown highlighted red in Fig 6).
Fig 6 – Remote Access screen
Security Code
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Your Remote Desktop session will now launch.
Fig 7 – RACD Desktop
To end your Remote Access session, click the start button on the desktop, then select log off from the
start menu (shown highlighted red in Fig 7).
Then click on the logout button from the next screen (shown highlighted red in Fig 8).
Fig 8 - Logout
Your Remote Access (RACD) session will now be shut down and you will receive the following
message.
Fig 9 – Session end
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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 at the top right of the screen you can switch the view to the traditional desktop
view.
Fig 16
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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
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5. Troubleshooting / Error Messages
Issues Launching RACD
Question / Query Answer
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?"
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.
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.
4 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 remaining instructions in
section 2. After this if the message is shown
again please refer to the next point.
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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.
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
If you receive this error message, click on the
"Allow" Button (Highlighted Red)
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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.
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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 Vista SP2, Windows 7 SP1 and Windows 8 and 8.1 Update
running IE7, IE8, IE9, IE10, IE11, Firefox 33 or Chrome 38*.
*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 4.0 to 4.4
iOS
Apple iOS versions 6, 7, and 8
Windows RT and Phone
Windows RT, Windows Phone 7 and 8
Java Version
Java SE 6 and Java SE 7
Citrix Receiver
Citrix Receiver for Windows 4.0 and 4.1
Receiver for Windows 8/RT v1.3 and 1.4
Citrix Receiver for Java 10, 10.1
Citrix Receiver for Mac 11.7, 11.8
Citrix Receiver for iOS 5.8, 5.9
Citrix Receiver for Android 3.4, 3.5
Citrix Online plug-in 12.3