Remote Access Service FAQ

Q: 1.0 Macs quick start guide to using the service for the first time

Please ensure you allow sufficient time to setup your home computer when using the service for the first time. In some cases this has taken up to one hour to complete.

Please make sure you complete the steps below before connecting for the first time:

  1. Run Software Update.
  2. Enable java.
  3. Check you have a supported web browser installed.
  4. Be familiar with your four digit pin code.
  5. Read the relevant user guide.
  1. Run Software Update until no additional updates are required - several reboots may be required.
  2. Enable Java on Mac OS 10.7 only.

    If running Mac OS 10.7, quit Safari and launch Java Preferences. This application is located in the Utilities folder inside Applications. Tick the box for 'Enable applet plug-in and Web Start applications'. Your computer may download Java at this point, if not already installed.

  3. Check you have a supported web browser installed.

    4. You need to have Safari 5 or later installed to launch the service.
    If you do not have the correct version of Safari installed please download a copy from Apple.

  4. Ensure you have received an email containing your four digit code.

    You should have an email which contains your four digit pin code. The email is from remoteaccess@icr.ac.uk

    Please note you will only receive the email after your Team Leader/Line Manager has approved the service can be used by your team. Please speak to your Team Leader/Line Manager to check if they have opted-in to the service.

  5. Read the relevant user guide linked in Q:1.1

    Your computer should now be ready to access the ICR VPN system.

    • Open a compatible browser (Safari) and log in with your ICR username, pin code and password.
    • Follow the on-screen prompts to install the VPN software. Note that Administrator rights will be required on the local computer.
    • The full user guides and list of required components are linked in Q1.1.

Q: 1.0 Windows quick start guide to using the service for the first time

Please ensure you allow sufficient time to setup your home computer when using the service for the first time. In some cases this has taken a couple of hours to complete due to the anti virus software completing an initial scan on your computer.

It is recommended to close all programs before continuing. For extra protection, Windows System Restore can be used to create a Restore Point in the event of a significant error occurring. For information please see the following pages:

Windows Vista
Windows XP
Windows 7

Please make sure you complete the steps below before connecting for the first time:

  1. Run Windows Updates.
  2. Install McAfee Anti Virus.
  3. Check you have a supported web browser installed.
  4. Be familiar with your four digit pin code.
  5. Read the relevant user guide.

  1. 1. Run Windows Update until no additional updates are required - several reboots may be required.

    • Windows XP
      Click here to check for any updates.
    • Windows 7

    a) Open Windows Update by clicking the Start button. In the search box, type Update, and then, in the list of results, click Windows Update.
    b) In the left pane, click Check for updates, and then wait while Windows looks for the latest updates for your computer.
    c) If you see a message telling you that important updates are available, or telling you to review important updates, click the message to view and select the important updates to install.
    d) In the list, click the important updates for more information. Select the check boxes for any updates that you want to install, and then click OK.
    e) Click Install updates.

    Read and accept the license terms, and then click Finish if the update requires it. If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

  2. Install McAfee Anti Virus, if not already installed on your home computer.

    McAfee can be installed by opening this link in your web browser.

    Or if you are in the office, you can download the files from this location to a USB or CD and take home to install on your home PC.

    L:\McAfee\McAfee_for_Home_Use_Windows_PCs

    McAfee should auto-update after installation.

  3. Check you have a supported web browser installed.

    You need to have Internet Explorer 7 or above installed to launch the service.
    If you do not have Internet Explorer installed please download a copy from Microsoft.

  4. Ensure you have received an email containing your four digit pin code.

    You should have an email which contains your four digit pin code. The email is from remoteaccess@icr.ac.uk

    Please note you will only receive the email after your Team Leader/Line Manager has approved the service can be used by your team. Please speak to your Team Leader/Line Manager to check if they have opted-in to the service.

  5. Read the relevant user guide linked in Q:1.1

    Your computer should now be ready to access the remote access service.

    • Open a compatible browser (Internet Explorer 7+) and log in with your ICR username, pin code and password.
    • Follow the on-screen prompts to install the VPN software. Note that Administrator rights will be required on the local computer.
    • The full user guides and list of required components are linked in Q1.1.

Q: 1.1 User guides and starting instructions

The following user guides have been produced:

You will require the following:

  • A computer which meets the minimum security requirements;
  • Local administration rights for your computer;
  • A web browser;
  • Internet access;
  • ICR network username and password;
  • Pin code.

Q: 1.2 What are the security requirements?

Automatic checks are conducted to ensure your computer is running a supported operating system, web browser and valid anti-virus software. Only if a computer passes all criteria will it be allowed access to the ICR network. Security requirements are mandated by the ICR remote access policy. The following technical requirements must be met to obtain remote access connection to the ICR network. Windows users please note, when launching the service you must use Internet Explorer. Once the service has started, you will be able to use your preferred internet browser.

Supported operating systems: Only the following operating system and Web browser combinations are supported by the ICR Remote Access service:

  • Windows XP SP3 with Internet Explorer (IE)7, IE8 or later
  • Windows XP-64 Bit SP2 with Internet Explorer(IE)7, IE8 or later
  • Windows Vista SP2 with IE7, IE8 or later
  • Windows 7 with IE8 or later
  • Mac OS X 10.5, 10.6 or 10.7 with Safari 5 or later

Older versions of Web browsers, Mac OS X, Windows 2000 or Windows Vista are not supported. Operating systems no longer supported or maintained by vendors shall be removed from this list.

ICR-owned and managed laptops running supported Windows operating system

  • ICR-approved anti-virus software provided by the IT Department (McAfee) must be installed
  • ICR management tools (ePO and LANdesk) must be installed
  • PGP Whole Drive Encryption must be installed

ICR-owned and managed laptops running supported Mac OS X operating system

  • Software Update should be enabled to install issued security updates
  • PGP Whole Drive Encryption must be installed

Non-ICR computers running supported Windows operating system

  • ICR-approved anti-virus software (McAfee) must be installed
  • Automatic Security Updates must be enabled to install security updates

Non-ICR computers running supported Mac OS X operating system

  • Automatic Software Update should be enabled to install issued security updates

Tips on maintaining latest updates

  • Use of the ICR's anti-virus solution by staff for home use is included in the license and can be downloaded for free by following this link.
  • Windows operating system and browser updates can be set to be downloaded and installed automatically. Please ensure that Windows is set to download and install software updates on your computer.
  • Please run Apple Software Update to ensure you have the current version installed.
  • Use Windows Update to update Internet Explorer or download a current version of Safari.

As with any home-installed software, IT is not responsible for installation, support, and configuration on your home anti-virus solution.

Q: 1.3 How do I request an account and pin code?

Team leader or line manager approval is required before an account can be provisioned. Team leaders are required to opt in to the service at a team level. To check if your team has opted-in to the service please speak to your team leader or check iSpace.

If you are a team leader/line manager and would like your team to opt-in to the service, please complete the iSpace form which can be found on the remote access service iSpace page.
After your team leader has opted-in to the service you will receive an email which contains your four digit pin code. The email is from remoteaccess@icr.ac.uk.

Please note, if you would like to work from home the usual HR flexible working procedures still apply and this service does not mitigate the framework.

Q: 1.4 Do I need to be aware of any ICR policies?

Please refer to the Remote Access Policy regarding your responsibilities whilst using the service. No confidential or restricted information may be downloaded to and stored on non-ICR owned and managed devices. It is allowed to view such information provided it is not persistently stored.

By using the remote access service, your home computers become a de facto extension of the ICR network, and as such are subject to the same rules and regulations that apply to Institute-owned equipment within the building, i.e., you must still abide by the Institute's Acceptable Use Policy whilst connected to the ICR remote access service.

Q: 1.5 Has my team opted in to use the service?

Please check the iSpace page which lists all teams that have been approved and opted in to use the remote access service.

Q: 1.6 What is the web address for the remote access service?

The web address for the remote access service is the following:

http://remoteaccess.icr.ac.uk

Q: 1.7 How can I access users guides when not connected to the remote access service?

The user guides can be found by expanding question 1.0: Windows quick start guide to using the service for the first time.

Q: 1.8 Where do I get help?

The IT Helpdesk is available between 08:30 and 17:30, Monday to Friday.
Please note the IT Department do not offer in-home support.

Please log a call with the IT helpdesk on 020 8722 4444.

The Support statement provides an explanation of the support available for the service.

Q: 1.9 How do I change my pin code?

To change you pin to a more memorable code please click here and accept the security certificate.

Instructions:

Step 1: Enter your username and press the Start Session button. A numerical image will be displayed. The image will show a row of numbers from '1' to '0', followed by a row of random numbers.
Step 2 : Cross-reference your current pin code against the row of random numbers to produce a one time code and enter in the text box.
Step 3 : Cross-reference your new pin code against the row of random numbers to produce a one time code and enter in the text box.
Step 4 : Re-enter the one time code using your new pin then click on Change PIN button.

Q: 2.0 How do I locate and open files stored on the network?

 

The method of opening network files will depend on what computer you are using. Please select 'Network folder access' bookmark from the remote access homepage. The homepage is displayed after you have logged-on to the service.

Connecting to the ICR network on a Windows 7 Home computer has been reported as being extremely slow at times in trying to open, save or browse folders. IT have found a fix to remove this issue and are currently in the process of testing. Therefore until the fix is deployed, all Windows 7 users may experience inconsistent performance when connecting to files stored on the network drive.

Q: 2.1 If I close my laptop lid, will my remote access session remain open?

If you close your laptop lid whilst still connected to the remote access service, your session may be disconnected. This will depend on your laptop power settings. If your laptop is setup to hibernate when the lid is shut, your session will be automatically disconnected. You will need to connect again in the usual way to start a new session.

Q: 2.2 Working with weak wireless signal strength

When using a weak wireless signal or a poor internet connection it has been found the Pin image will not always be displayed.

This issue has been investigated and it has been established the behaviour is related to poor signal strength. The server connection was tested but no issues were found.

You will receive a message stating: 'Invalid primary username or password'.

It is recommended to either use a cable to connect if using a wireless signal or try and reconnect in 5 minutes and check the signal strength.

Q: 2.3 Why do I need a pin code?

You will be asked to enter a pin code when using the service. A four digit pin code will be provided to you via e-mail when your account is created.  This pin code is associated with your ICR network username and password.

User-credential related risks are increased when using remote access from any computer.  Passwords can be compromised and are at risk from keystroke loggers, Trojans or phishing scams.  It is intended that password and pin authentication methods are used to minimise the risks and to comply with regulations and standards that require controls over data access and data protection.  A stronger authentication method is therefore being used with the new remote access service.  The method relies on two different factors to verify a user’s identity, being your password which is encrypted and a four digit pin code which is re-coded forming a one-time passcode. 

Q: 2.5 Junos Pulse app

Junos Pulse app can be used on mobile devices to connect to the remote access service. The app provides minimum level access to internal ICR web sites (iSpace, etc) without network connection.

It has been reported by some users that the authentication box does not appear when attempting to open iSpace via Safari on iOS. To resolve this you will need to close Safari and re-open by following these steps:

1. From the Home screen, click the Home button twice.
2. Tap and hold on the app.
3. When it starts to jiggle, tap the  to close it.
4. Double-click the Home button and try opening the app again.

Q: 2.6 How do I obtain a copy of the free anti-virus software - McAfee?

ICR's McAfee Anti-virus software for Windows is available for home use by current directly employed staff of the ICR and students at no cost to you.

The terms of the license allow existing directly employed staff and students unlimited use of the anti-virus software on your home machine(s) whilst working for the ICR.

To take advantage of this arrangement download the files from this location L:\McAfee\McAfee_for_Home_Use_Windows_PCs to a USB or CD and take home to install on your home PC.

Alternatively you can download the files from this ftp site at home by typing this ftp link into your browser ftp://antivirus:pass1234@ftp.icr.ac.uk

Unzip the files to an area on your home PC of your choice eg. c:\McAfee. Go to this area and open the User Guide document and follow the installation instructions.

Under the terms of the licence, you must uninstall the software if for any reason you leave the employment or terminate studentship of ICR. You will no longer be licensed to use this software.