Accessing Virtual Workspace from a Non-Fidelity Device
Virtual Workspace Initial Setup (Windows OS)
Requirement: Citrix Workspace App Software
Check to confirm if the Citrix Workspace App Software is installed.
- Look in the lower right corner of the screen, in the Notification Area, to see if there is a target-looking Citrix Workspace App icon, as circled below.
- If Citrix Workspace App is already installed, move to the next section.
- If your Citrix icon does not match what is shown, an upgrade is recommended. To upgrade Workspace App follow the next step. Going forward, the software will automatically prompt you when an update is needed.
To install/upgrade Citrix Workspace App (CWA):
(Note: CWA is required to be installed for most features to function. Not having CWA installed will default to Clientless HTML5 Citrix Client, which is for last resort use only.)
- Please visit the Citrix website and the appropriate Citrix Workspace App for your specific device will be displayed. Install the software. Once the installation is complete your system will require a restart. If your system does not reboot automatically, please restart your system manually.
Zoom Software
Zoom Optimization from a personal device is not supported by Fidelity Zoom Team.
In order to connect your personal computer to Zoom on your HVD, the Zoom Universal Plugin Software must be installed on your personal computer after Citrix Workspace App.
Please confirm you are using Zoom Universal Plugin 5.16.10.24420 when using the Zoom for VDI 5.16.10.24420 on your HVD:
Zoom Universal Plugin for Windows 5.16.10.24420 (Phone and Meetings)
Zoom on RemotePC: Fidelity has a use case where Citrix is used to access their Primary Desktop PC in their office. This is called RemotePC. In this use case, Zoom for VDI is not supported and the user must install Zoom for PC and ran from your personal device.
Virtual Workspace Initial Setup (IOS / Mac OS)
Requirement: Citrix Workspace App Software
Install the latest version of Citrix Workspace App Software.
To install/upgrade Citrix Workspace App (CWA):
- Please visit the Citrix website and the appropriate Citrix Workspace App for your specific device will be displayed. Install the software. Once the installation is complete your system will require a restart. If your system does not reboot automatically, please restart your system manually.
Zoom Software
Zoom Optimization is now available for MacOS on an as-is basis.
Please confirm you are using Zoom Universal Plugin 5.16.10.24420 or lower when using the Zoom for VDI 5.16.10.24420 on your HVD:
Zoom Universal Plugin for Mac 5.16.10.24420
See: How do I configure a Mac device
Accessing ERA Virtual Workspace Portal
Using a Web Browser navigate to era.fidelity.com.
Fidelity users continue to use existing Virtual Workspace to access HVDs/XenApp based on Location.
!! Do Not Bookmark this Page !!
You will now be prompted for log-in information:
Users with Passwordless enabled MFA:
You will now be sent to the Virtual Workspace internal portal.
If prompted with this screen, select Detect Receiver and then select Open Citrix Workspace Launcher.
If Citrix workspace App is already installed, click on Already installed otherwise Download CWA or click on Use light version.
Navigating within the Virtual Workspace Portal
Portal Tabs
Once you are logged in, you will see one more tabs. Your list of tabs may vary.
Launching a Virtual Desktop
The Virtual Desktops(s) you have access to can be found under the DESKTOPS tab.
Your list of icons will vary from what is shown below.
Click on the desired icon to access your Virtual Desktop.
Virtual workspace will prompt for username and password, Provide your required domain credentials.
DOMAIN\A123456
Launching a Virtual Application
Application icons can be found under the APPS tab.
Your list of icons will vary from what is shown below.
Click on the desired icon to access your Virtual Application.
How to End Virtual Desktop Sessions
You have multiple options to end an active session:
- Log off the Virtual Desktop: This action will close all applications, log off the Virtual Desktop, and will end this one session. If you launched other Virtual Desktops or Virtual Applications, they will remain running and active, so you may have to repeat this step for each session.
- From within the Virtual Desktop, click the Start button and choose Log off.
- Restart: Will shut down and restart your Virtual Workspace.
- Click the Start button and choose Restart.
- Disconnect: The connection to your Virtual Workspace will close while leaving all its applications running.
- Close the current window by clicking the X in the top right corner to disconnect the session.
- -OR- Click the Start button and choose the arrow key next to Log Off, then choose Disconnect.
How to End Virtual Application Sessions
You have multiple options to end an active session:
- File | Exit within the Application: This action will close that individual application and end your session.
- Within the Application Menu items, pull down File then select Exit.
- Disconnect: This action disconnects your session to the application, while leaving it running on the remote machine.
- Close the current window by clicking the X in the top right corner to disconnect the session.
- Repeat this step for each Virtual Application that was launched.
How to Change your Password
At this screen, if your Administrator is forcing you to change your password, you will be prompted automatically.
If you wish to perform a manual Password Change, at the top right corner of the portal, pull down your User Name and select Change password then follow the wizard.
Troubleshooting Connection Problems
1. Spinning icon or Website Error
The first step to troubleshooting any issue is to start with a new browser session and try to launch icon again. Laptops are known to come out of hibernation with a stale StoreFront page still open. Either click on the browser refresh function or close your browser and start a new session.
2. Prompted if you want to open or save an .ica file
This is an indication that Citrix Workspace App is not installed.
Fidelity device: Contact TechWorks.
Personal device: Please visit the Citrix website and the appropriate Citrix Workspace App for your specific device will be displayed. Install the software. Once the installation is complete your system will require a restart. If your system does not reboot automatically, please restart your system manually.
3. No icons or missing icons in Virtual Workspace Portal
Ensure you are logging in with correct DOMAIN\Username
Contact TechWorks.
4. Connection Error
Each icon has a Details link that can be used to access more information and functions.
- Details: Click the 'Details' link of the problematic Virtual Desktop icon.
- From this screen, you will see the name of the Virtual Desktop device and a Restart function. Restarting your Virtual Desktop may resolve a connection issue, but will also close down all applications and opened documents that are running. If you do not wish to restart, contact TechWorks for assistance to avoid a reboot - The Citrix Desktop Service may need restarting instead of a reboot. Clicking Restart will restart the Virtual Workspace. The restart process can take 5 to 10 minutes.
5. CWA Auto-Update Fails for Windows
Citrix has published a known auto-update issue that could affect personal devices.
Best method to resolve: Uninstall Citrix Workspace App then install the latest version (see Virtual Workspace Initial Setup above).
Reference: CTX289547.
6. Contact Us
- If you are still experiencing connection issues, please call TechWorks.