Accessing Virtual Workspace from a Fidelity Device

Virtual Workspace Initial Setup

Ensure Installation of 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 Citrix Workspace App is not installed, please call TechWorks.
Citrix icon

Zoom Software

In order to connect your Fidelity laptop to Zoom on your HVD, the Zoom for HDX Plugin Software must be installed on your laptop after Citrix Workspace App is installed.

    Verify Zoom for HDX is installed within Add/Remove Programs

    If Zoom for HDX is not installed, please call TechWorks.

    Zoom on RemotePC: Fidelity has a rare use case where Citrix is used to access their 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 must be ran entirely from your personal device.

Virtual Workspace Portal

When connected to a Fidelity office wired or wireless on Fidelity@Work you can navigate directly or launch the MyWorkPC icon on your desktop.

If prompted with this screen, select Detect Receiver and then select Open Citrix Workspace Launcher.

SF Tabs

Single Signon is enabled by default. Click Log On, if prompted for the first time use. The site will use your current credentials to log in.

To use different credentials, deselect Remember my logon method, then select Switch to user name and password.

Accessing the Virtual Workspace Portal

Portal Tabs

Once you are logged in, you will see one more tabs. Your list of tabs may vary.

SF Tabs

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.

Launching Virtual Desktop

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.

Launching 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.

Change Password

Troubleshooting Connection Problems

1. Spinning icon or Website Error

The first step to troubleshooting any issue is to first refresh your browser 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.
Problem connecting
    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.

Problem connecting

5. Contact Us

    If you are still experiencing connection issues, please call TechWorks.