Remote Access Documentation


PLEASE REMEMBER, CALL THE RED PHONE IF YOU HAVE ANY PROBLEMS!

What it does

This remote access software allows you to remotely connect to selected servers and personal computers at NDR. Only a picture of the selected NDR computer's desktop is sent to your remote computer, so all your work is done locally at NDR. Whether you're at home or in a hotel, your computer there acts as a "remote display" for the machine you're accessing at NDR. This system makes maintenance easier for the NDR Tech Support staff at extension 315.

Printing is supported

Dual-monitors are supported

How to connect

For installation instructions, please go to the Installation Page

If all is functioning, the first page of NDR remote access website should look similar to the picture below.
Otherwise, go to the troubleshooting section.

  • Host: the computer to which you wish to connect
  • Terminal: full screen or desired other size
  • Bandwidth: High-speed for cable/DSL, Low-speed for dial-up
  • Password: the password that you were given


If you entered the correct password, you should see a screen containing a link which will launch a Remote Desktop Protocol (RDP) session. If nothing happens after clicking the link, go to the troubleshooting section.

This example shows a link labeled "MP" which represents the destination host name that was selected in the previous login screen.


If you have not connected previously, you may see a screen similiar to this. Simply select to OPEN the .RDP file with the default application, and check the box to make this the default action.

Firefox or other browser needs to be told what to do with the .RDP file. We would like it to OPEN the files as the default option.


Next, the RDP client is launched and you will see this screen asking for your credentials. At this point, you should enter your NDR username and password.

A login screen for one of NDR's XP-based personal computers. For these computers, after using a session, it is better to disconnect rather than log out. To do so, simply close the window with the standard X button. This way, you can share the same session that you use at work.


This will be the next screen that you encounter. If you are connecting from your PERSONAL computer, you may check the box for 'Don't prompt me again for connections to this computer.' This will save your password and connect you automatically in the future. DO NOT CHECK THIS BOX IF CONNECTING FROM A PUBLIC TERMINAL!

Trusted computer screen. Check the box indicated if you would like to connect automatically in the future.


After you click OK, you should be connected to your work computer.

Troubleshooting

Cannot log in

If the login button on the initial entry page remains grayed-out or unavailable, then your web browser probably has Javascript disabled. To enable Javascript, follow the instructions below corresponding to your specific web browser.

For Mozilla Firefox:

From the Tools menu, select Options. In the window that appears, go to the Content tab and verify that the checkbox labeled "Enable Javascript" is checked.
For Internet Explorer:

From the Tools menu, select Internet Options. In the window that appears, go to the Security tab and click the button labeled "Custom Level". (Continues below)
In the next window that appears, scroll down until you find the listing labeled "Active scripting", and verify that the "Enable" radio button below it is selected.

RDP link doesn't work

After entering your password at the initial entry page, you should be greeted with a page containing a link to start the remote session. (See the "MP" example above.) Clicking the link actually downloads a file with extension ".rdp". If this file doesn't open automatically, double-click it to launch your remote session.

If you encounter a message to the effect of "No suitable application could be found", then you need to download and install the Microsoft RDP client before you can continue.

Applications windows strangely arranged or sized

You have a square peg and a round whole. For the same experience that you have at work, your remote computer should be set to the same screen resolution. Otherwise, the windows are rearranged in an attempt to compensate for a different screen resolution.

Logout or disconnect?

If you are logging in to your desktop, it's easiest to just disconnect. That way, you don't have to close out of any particular application and your desktop will be there as you left it next time that you log in (assuming that your NDR computer wasn't subjected to a long power outage). This is particularly handy if you'd like to leave a Technalyzer window running to perform a long task.

It's slow

First, there's slow and SLOW. No matter what kind of connection you have, it will never be as fast as the actual NDR computer you're accessing.

Second, a dial-up connection is only usable with patience. Ditto for someone using an AirCard that we supply with our laptops. If you are using a slow connection, please select Low-speed in the bandwidth selection of the initial login screen. This will cause the connection between your remote computer and NDR to deliver less information. The colors will be washed out a bit and a few visual effects missing, but the speed requirement will be cut by at least half.

Third, the system starts caching pieces of your screen and you may notice a speed-up after a minute or two of use.

Finally, if you are just surfing on websites from your remote NDR desktop, don't. It's considerably more efficient to do that on your local computer.

The colors are funky.

You probably selected a low-speed bandwidth. The low-speed connection demands less bandwidth, but in exchange it uses 8-bit color instead of 16-bit color. The 8-bit color only allows 256 colors at a time rather than 65,536 colors in 16 bit. Certain icons and photographic images will look terrible with their colors crudely approximated. The tradeoff is speed for looks--you decide which of those attributes is more important.

I keep losing my connection

That's exactly what is happening. Your internet connection is probably suboptimal. We, as well as our ISP's, monitor the status of our internet connection. NDR does have occasional failures, but they are few and logged. Generally, the problem originates at the remote side. At the time of this writing, we have noted that local Verizon DSL connections tend to drop, whereas our employees using Comcast cable are staying well connected. There have also been times when the reverse is true. If it's a ridiculous amount of failure, please contact your ISP.

If you are thinking "but I'm on other web sites and they work", then please understand that this remote connectivity to NDR is not a website. It is a constant connection whereas web sites are short connections terminated after downloading a web page. In fact, aren't you reading this web page of ours right now?

I need to transfer files

This system is intended to show you a picture of your NDR desktop, not for transferring data between your remote PC and NDR. If you absolutely must, send an attachment in a mail message. Suppose you are using an Alltel DSL connection in the suburbs of Atlanta. Using your SoAndSo@alltel.net email, send a message to yourName@ndr.com with the attached file, and vice versa in the other direction.

Alt-Tab doesn't work

Yes and no. Alt-Tab is often used to switch between applications. If you have chosen full-screen for your remote desktop, Alt-Tab is interpreted to mean applications on the NDR desktop. Otherwise, Alt-Tab is interpreted to mean that the Remote Desktop application should be deactiviated in favor of some other application on your local computer. It's simplest just to use full-screen mode, pretend you are at NDR, and disconnect when you are done with NDR computing.

Printing

Printing MAY work via your remote connection. We can not guarantee compatibility with all printers. The print driver has to be compatible with terminal services.

If you do not currently have a printer, we will be happy to recommend a printer model which we know will work. If you do have a printer currently, we will be happy to find out if that particular model works. Please contact technical support on the Red Phone, or by submitting a ticket.

Dual-Monitors

Dual-Monitor support is now available! If you have a dual monitor set up at your home, you can now connect to NDR and utilize BOTH screens! The procedure to do this is a little more complicated than connecting in the standard way.

First, make sure you have the latest RDP client installed. Next, navigate to the NDR Remote Access page. Select your initials, and enter the password. When you reach this screen:
Do not CLICK on the link. Instead, right-click, and choose to SAVE-AS
As stated, right-click on the link, and choose to SAVE-AS. Save the file as 'C:\SPAN\SPAN.RDP'. You can now close the browser window. Next, we are going to create a desktop shortcut. Right-click on your desktop, and choose NEW - SHORTCUT.
Use 'mstsc.exe c:\span\span.rdp /span' as the location of the program


Name the shortcut 'NDR DUAL MONITOR'. The shortcut will now be accessible from your desktop. In order to connect to NDR using your dual monitors, you must now perform the connection in this order.
  • Open your browser.
  • Connect to NDR Remote Access
  • Select your initials and enter the password.
  • When you see the "Thank you for remembering your password" page, CLOSE THE BROWSER!
  • Double-click the NDR DUAL MONITOR icon on your desktop!
You should now be connected to NDR in full dual-screen glory!

Finally, remember that tech support will answer the Red Phone!