Agencies
Services
Remote Work FAQs
Questions
- 1. I was previously connected to Citrix but can't connect today, what do I do next?
- 2. I opened a support ticket and the issue is not resolved, do I need to open a new ticket?
- 3. I can get into Citrix but don't see applications and don't see remote access, what do I do?
- 4. I login and see Remote Access, but when I click on Remote Access, I get an error message, what do I do?
- 5. I login and see Remote Access, but it displays the wrong desktop # or the wrong desktop, what do I do?
- 6. I cannot figure out how to Install (start) Citrix and login, how do I fix this?
- 7. How do I reset my user password when working remotely?
- 8. How do I find self service information to my manage password?
- 9. As a DOC or DJJ employee, what user ID do I use to login into Citrix?
- 10. What are the correct procedures to follow when disconnecting from Citrix Remote Access?
- 11. What remote access solution should I be using?
- 12. I am noticing an issue with the speed/performance of the applications and resources. How can I improve my connection speed?
- 13. I tried everything above and my applications are still slow to respond to commands. Could anything else be causing the problems?
- 14. I am still not seeing any improvement and am unable to access essential services. Who can I contact?
- 15. Is there any way for me to have dual monitor setup, like at the office (connecting via Citrix)?
- 16. I just need access to mainframe/RACF systems. What can I do?
- 17. May I save, copy or print from office to home?
- 18. Should I be using Webex or Zoom?
- 19. What should I do if I receive the following message: “Resources are unavailable at this time, try again later”.
Answer: Please attempt to resolve the issue yourself, prior to using "Report a Problem" using these steps:
- Restart your computer
- Clear your browser
- If possible, use Chrome rather than Microsoft Edge
Answer: Pease do not open another ticket on the same issue. When submitting a ticket, calling in to the help desk or logging in to the online support room, please provide/have the following pieces of information ready:
- First and Last Name
- Agency
- Callback Phone Number
- Computer Type (PC or Laptop)
- Operating System (Windows or Mac)
- Office Computer TAG Number
- Browser (Internet Explorer, Edge, Chrome, Firefox, Safari, etc...)
- Error Message or Description of Issue (Please be as specific as possible and include steps leading up to error)
Answer: Use the Report a Problem feature on the DoIT Website, a tech will need to contact you to assist.
Answer: Use the Report a Problem feature on the DoIT Website, a tech will need to contact you to assist.
Answer: Use the Report a Problem feature on the DoIT Website, a tech will need to contact you to assist.
Answer: On the this site, please visit the Reference Materials section.
Answer: For instructions, please reference this link.
Answer: Details can be found on the DoIT website.
Answer: Use the same login you use everyday in the office. When requesting assistance, please include the user ID you normally use to login.
Answer: Please reference the attached instructions.
Answer: Agency users who have been provided State of Illinois issued laptops should be connecting back to the network and their files via one of the two State supported Virtual Private Network (VPN) solutions: NetMotion or AnyConnect. If a VPN solution has not been loaded on the State issued laptop, then arrangements should be made through the Service Desk to have it installed. The only tool in place for users working from personal devices from home is to access your office pc via Citrix Remote PC Access.
If you use a laptop as a desktop at the office, that laptop should be home with you so you can connect via NetMotion or AnyConnect VPN. Laptops used as ‘desktops in the office’ will not be supported for Citrix Remote PC Access. Laptops are inherently designed to hibernate and the client for Remote Access has not been installed on them. You will not be able to reach anything on that laptop residing back at the office. If your laptop is back at the office, please contact your supervisor for direction.
Answer: If applications are slow and/or inconsistent, check your home network for bandwidth issues related to the number of other devices using your traffic. Some key contributors would be other users utilizing services such as Netflix, Hulu, PlayStation (or other gaming devices). In these cases, employees may need to implement prioritization on home networks. There may also be options available to limit the quality of streaming services from these home devices. This can dramatically improve the available traffic for work purposes. Another suggestion is to make sure your home devices and computers are updated with the latest web browser versions as well as any other general updates.
Answer: Another option to try is testing your internet speed to make sure there are no other issues that could be causing these problems. State employees can go to http://doit.speedtest.illinois.gov/, which will allow users to test their speed to State of Illinois networks. A low rate of speed could indicate problems that are causing connection difficulties. One possible solution can be restarting home network devices (such as routers, WiFi devices, and modems). Testing again after these measures is a good way to see if this step was successful.
Answer: As a last resort and after the above options are exhausted, users can contact the DoIT Help Desk (contact information listed above) to assist in troubleshooting.
Answer: Yes, select here for instructions.
Answer: For RACF (RACF ID) access a request via Remedy on Demand (RoD) will need to be submitted by your Agency ATSR (IT Coordinator).
Answer: No. For security purposes, the ability to copy from office to home, save from office to home or print from office to home has been disabled.