Welcome To WOW Flexible Working Programme · You may notice that you are working in a window as opposed to the whole screen (as you would in County Hall) and that there are tabs showing

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Flexible Working Programme

Getting Started with Remote Access on Your Home PC

1 INTRODUCTION .............................................................................................. 2

2 GETTING STARTED ........................................................................................ 2

2.1 Obtaining a Cryptocard DFA token ............................................................. 2

2.2 Enabling Pop-Ups in Internet Explorer ....................................................... 2

2.3 Logging in to WCC Services over the Internet............................................ 3

2.4 WoW Portal – Home Page ......................................................................... 6

3 CLOSING THE CITRIX DESKTOP ................................................................. 11

4 AVAILABLE APPLICATIONS........................................................................ 113

4.1 Outlook Web Access email (OWA) ......................................................... 113

5 SECURITY OF YOUR INFORMATION .......................................................... 15

6 HELP .............................................................................................................. 15

7 FAQs ............................................................................................................... 15

8 REMOVING WOW FROM YOUR PC/LAPTOP .............................................. 16 Appendix A – Downloading Citrix Client directly from the Citrix website Appendix B – WCC statement on support for WoW users

cryptotoken0.doc September 2008 2

1 INTRODUCTION

This guide offers instructions on how to access and use remote WCC services via the internet using a web browser on your home PC or any other PC with broadband internet access. There are different instructions for connecting a WCC laptop to your home broadband. Please be patient when things are being loaded – progress indicators do not always show immediately which makes it look like the computer is not doing anything. Avoid clicking anything you are not specifically asked to click by these this guide. Please be advised that access to the WoW system may not be possible from non-Wiltshire hardware (PCs/laptops). These devices are not supported by Steria in any way and the correct functioning of them is your responsibility.

2 GETTING STARTED

You will need: • A WCC logon ID and password

• A PC or laptop running the Microsoft XP or Vista Operating System

• Administrative privileges on your PC

• To ensure the download and running of signed ActiveX controls are allowed

• A broadband internet connection

• Internet Explorer – minimum level IE 6.0

• A Cryptocard Dual Factor Authentication (DFA) token

• To agree to the security policy terms and conditions (see later section)

2.1 Obtaining a Cryptocard DFA token

Requests for remote access can be made by completing and submitting an application form on the Intranet in Corporate ICT Support/IT Forms. Once your application has been processed you will be issued with a Dual Factor Authentication device (DFA) and allocated a unique 4 digit PIN number which identifies you to the system. Note the Cryptocard does not need to be attached in any way to your computer and needs no maintenance.

2.2 Enabling Pop-Ups in Internet Explorer

The following process must be carried out before you go to the WoW login website shown in 2.3 below. The process only needs to be gone through once. Missing out this step will almost invariably prevent you from accessing WoW on your PC/laptop. Pop-ups from *.wiltshire.gov.uk need to be allowed. If you are using the Microsoft Internet Explorer Pop-up blocker, please enable pop-ups for Wiltshire sites:-

• Click on Start.

• Select Internet Explorer:


If you are using other Pop-Up Blocking software, please follow the software user guide and allow pop-ups from *.wiltshire.gov.uk

2.3 Logging in to WCC Services over the Internet

• Click on Start.

• Select Internet Explorer Type the following web address in the address bar:

https://wow.wiltshire.gov.uk (note the ‘s’ in the ‘https’)

• If your system informs you that you are about to access a secure site, click OK

• You will then be presented with the WOW Login Page as shown below:

Click Tools -> Pop-up Blocker Settings

Enter *.wiltshire.gov.uk and Click Add

Click Close when done


• You will need to enter your

• Username – this is your WCC log on name

• Password – this is your normal WCC password

• Crypto Code - this is an additional 10 digit code, see below

Crypto Code Dual Factor Authentication (DFA) is being made available to you so that you can use your home computer and your own broadband connection to access the Wiltshire CC network in a way that is secure and compliant with the policies of WCC. In order to access council services from a remote location or from a non WCC computer you will need to have been issued with a DFA token device, a Cryptocard, which is used to generate the additional password. The Additional Password is a 10 digit code which is made up of two elements:

• The first 4 digits uniquely identify you to the WCC network and will have been issued to you when you applied for remote access services. These 4 digits do not change – they are unique to you.

• The next 6 digits are provided by the Cryptocard by pressing the button next to the display area. These digits are time sensitive in order to synchronise with a computer at WCC. You have around 2 minutes to use any number that has been displayed. The displayed number changes every 10 seconds and the device switches off after about 1 minute. After that time you will need to press the button again to get a new number. So you will have a different number every time

you log in.


Depending on your version of Windows, and whether this is the first time you have used WoW, you may see the following screen after clicking Sign In. If this is the case, please follow the instructions below.

1. Enter your User Name here. (Your normal WCC user account name)

3. Enter your Crypto Code here. (4+6)

4. Click the Sign In button

2. Enter your password here. (Your normal WCC password)

1. Click the banner 2. Click the Install ActiveX

Control…

3. Click the Install button


The window will now display a couple of messages as it is loading the Host Checker program. Please ignore these. After a short while the following window will be displayed:

2.4 WoW Portal – Home Page

The diagram below shows the key buttons on this web page.

Only use these two options if you do not need to access your files and folders. Otherwise select the top option, ‘WoW Desktop’, which will give you access to your files and folders. What is shown next depends on whether this is the first time that you have selected the WoW Desktop icon or not. The next diagram shows the window you will see if this is the first time.

Home – Clicking on this button when shown on any screen will bring you back to this menu

Sign Out – Clicking on this button will log you out of the WCC site.

Outlook Web Access – click on this link to start Outlook Web Email NB attachments are not available via this link.

Intranet – click on this link to enter the council intranet


Shortly after, depending on your version of Windows, the following screen may be displayed. If this is the case, please follow the instructions below: You will be asked if you wish to install a program. The dialogue box is shown below.

1. Click the banner 2. Click the Install ActiveX

Control…

3. Click the Install button


You will then be asked to accept the licence agreement for Citrix. The dialogue box is shown below.

The subsequent loading process can take a considerable amount of time – anywhere from 10 to 20 minutes depending on your connection speed and network contention. If after half an hour you still see the same screen, then it is most likely that the load has failed. One possible reason for a failure is that you do not have administration rights on the machine being used. If this is your own machine that you have set up, it is most likely that you will have administration rights. If someone else has set up your PC, check with them that they have granted you administration rights. Follow the process described in Appendix A if Citrix fails to load. Very often your PC/laptop returns immediately to the WoW home page without doing anything. If you want to try to install the WoW Desktop again in the event of a failure read Section 8. below.

4. Click the OK button

5. Click the Yes button


If everything works as it should, you will have seen the following confirmation of the Citrix client installation:

‘The WoW Desktop’ is now installed on your machine. You will not have to repeat this process next time you select WoW Desktop If this is the first time you have used the WoW Desktop, you will now be returned to the WoW Portal Home Page. Please click again. If this is not the first time you have selected the WoW Desktop icon you will see the following screen displayed:

Once the process shown in the inset has completed you will have access to the WCC network and need to log on in the same way as you would at County Hall.

6. Click the OK button


You will now see the familiar Security Policy message displayed.

Click OK to accept the conditions of the policies. You will now see the normal log on window for the WCC network. Enter your normal WCC User Name and Password. Please ensure that Log on to: is displaying WILTSCC as below:

If you have successfully logged in, you will see the following desktop:

Ensure WILTSCC is displayed


You may notice that you are working in a window as opposed to the whole screen (as you would in County Hall) and that there are tabs showing what is running on your PC below those for the Citrix Desktop window. This allows you work on either WCC related files and data that are held on the WCC servers or your own private files and data that are held on your PC. Note: You cannot save any WCC files to anywhere other than the WCC servers. You can print to your home printer, but this should only be done where this unavoidable and non-sensitive data is involved.

3 CLOSING THE CITRIX DESKTOP

When you have finished working click on the Start button on the bottom left of the window and select Log Off. Confirm by clicking Log Off in the subsequent window:


You should now expand the WoW Portal window and click the Sign Out button on the top right of the window.

You will see a confirmation screen to show that the session has ended.

Simply close the window and your browser for increased security.

Sign Out – Clicking on this button will log you out of the WCC site.


4 AVAILABLE APPLICATIONS

You can access any application shown on your desktop. However before you use any of these applications you need to note and conform to the following security requirements:

• Do safeguard all passwords, login names, and WCC cryptocards, never permit anyone else to use them.

• Do safeguard any sensitive confidential data to the same standard as you would in the office. Any printed sensitive data is to be transported and disposed of securely on council premises.

• Do report any actual or suspected breach of security immediately to the Steria Helpdesk.

• Should you have any queries or concerns please contact WCC IT Security Ext 3634.

4.1 Outlook Web Access email (OWA)

The email account supplied to staff at Wiltshire County Council is Outlook. You most likely use the Outlook client to access your email account from your office. However, you can also access your email account via the web. Outlook Web Access allows you to log in to your email account from anywhere globally that has Internet access enabling you to work from an alternative office or from any external location such as your home PC. The link from the WOW Home Page will take you to your OWA Inbox view as shown below. (A comprehensive OWA guide can be found at http://wccintranet/index/tools/guide-to-web-access-outlook-2003.htm)


IMPORTANT – Logging off your email account

You should always use the Log Off option to close your email application. On taking the Log Off option you will be presented with the OWA Close screen. OWA Close Screen

You will now return to the WOW Home Page

Log Off – Clicking on this button will log you out of OWA Email.

Close – Clicking on this button will log you out of OWA Email.


5 SECURITY OF YOUR INFORMATION

Remember

• Keep your personal 4 digit code secret

• Look after your Cryptocard

• Pressing the button next to the display panel on the Cryptocard more than 20 times without logging on will cause it to get out of sync with the WCC server and requires a visit to County Hall to get it re-synchronised.

• You are not in the office so do not leave your computer unattended

• Adhere to WCC security policies at all times

• Use the Steria Service Desk if you have a problem or query, but see Appendix B regarding the limit of help available

6 HELP

Do not struggle - if you are having any problems call the Steria Service Desk

0800 121 8223 Note that the Service Desk cannot help you with any problems you may have with non-WCC equipment, non-WCC supplied software or your Internet connection as is explained in Appendix B. The above guide will allow connection for the majority of users. If it doesn’t work for you, please contact your usual source of assistance.

7 FAQs

A list of frequently asked questions can be found on the WCC Intranet under Corporate ICT Support/How do I?/We can help you with Ways of Working (WoW) section.


8 Removing WoW from your PC/Laptop

If you want to try to install WoW from scratch after a failure, the following process should be followed.

• Click on Start.

• Click on Control Panel (this may be under Settings)

• Click on Add or Remove Programs icon

• Remove any programs containing the word Citrix or Juniper

• Shut down your PC/Laptop and restart it

• Follow this User Guide from the beginning


Appendix A

Downloading Citrix Web Client Directly

If following the User Guide for home computers has not succeeded in giving you access to the WoW Desktop you might want to try the following. The screen shots shown may not exactly correspond to what you see on the Citrix website because that is subject to changes out of our control. 1. Put http://citrix.com in your browser address bar at the top of the screen 2. Click on Downloads which will be at the very top of the window (the cursor

will change to a hand over clickable areas)


3. Click on Citrix Clients

4. Under the heading Clients click on XenApp Plugin (new name for Client)

- Version nn.nnn (e.g. 11.000)


5. Click on Download next to XenApp Web Plugin - Version nn.nnn (.msi)

6. Select Run or Yes to any warning messages. You will also be asked to

agree to a licence agreement. 8. Downloading and installation should start – this can take quite a while. 9. When installation has finished, close down your machine and restart it. 10. Try to get access to WoW Desktop again. If the above is not successful you will have to seek support from your usual supplier. WCC will not support or offer advice on employees’ own computer equipment. The support available is described in Appendix B.


Appendix B

WCC Statement on Support for WoW Users

WCC wants to allow you to work as flexibly as possible, giving you the option of potentially working anywhere. In order to facilitate this, you have the ability to connect to the Wiltshire network when you are out of the office. The statements below set out what support is and is not available and how you can access it.

Remote working (including working from home) Using a non-WCC PC/laptop The User Guide sets out the recommended operating systems and some useful hints and tips on ways around possible problems. Given the innumerable combinations of operating systems, firewalls, virus checkers, administrative settings, etc. there is no guarantee that everybody can get access to the Wiltshire network via their own PC/laptop. WCC has no control over how your equipment is set up, what operating system you use or the service level of your broadband supplier and cannot help with any problem these elements may cause. If you get an error on the website (https://wow.wiltshire.gov.uk/wow) with a message concerning your User Name, Primary Password or Secondary Password (10 digit key), the Service Desk will help with resetting passwords or confirming logon ids, but nothing else. You will see the WoW Portal – Home page as shown in the User Guide if your logon details are accepted. To get to the WoW Desktop you must click on the appropriate icon on the WoW Portal – Home page. If you can then see your desktop, full support is available through the Service Desk. However if you receive an error message after selecting any of the icons on the WoW Portal – Home page, support is not available. Getting to the WoW desktop involves downloading a small piece of software onto your PC/laptop the first time you try to access it or following a version change to that software. It is this area which is more likely to cause problems than any other. Appendix A describes a process which may resolve some problems in this area. Any problem encountered before reaching the website or getting to the WoW desktop after the WoW Portal – Home page is not covered and you should refer to the User Guide. No equipment will be supplied by WCC if you are using your own PC or laptop. This includes routers.


Using a WCC laptop and your own broadband connection Your laptop can be connected to your own router via an RJ45 cable (not USB), but this may involve switching the cable between your laptop and your own PC/laptop unless your router has multiple ports. RJ45 (aka ethernet) cables are not supplied, but can be purchased at most computer shops. Your laptop will have the capability of picking up any available wireless network so will probably be able to connect to your home wireless set-up, but this is not guaranteed. Settings on your router, unknown/forgotten ID keys, weak signals from the router, etc. may prevent connection. Limited help will be given via the Service Desk, but no home visit will be possible because the engineer would not be allowed to touch any of your own equipment so could not correct any fault. If you only have a USB router and want a wireless one, you will have to purchase and install it on your home set-up yourself. No support is available for any non-WCC equipment and it is not possible to connect a USB cable to a WCC laptop. Using a WCC laptop and a WCC Router If your manager considers it vital that you have full support for a connection to the Internet, an exchange line, BT Business Broadband and a suitable router will be provided out of your departmental budget. The router will be configured so that only a WCC asset will connect to it. This is necessary to stop settings being changed which would lead to support problems. A Steria engineer will visit your home to complete the installation. If you fall into this category, but are unwilling to have a second line coming into your home you will have to provide your own router and operate under Using a WCC laptop and your own broadband connection as described above.

Working in an office not connected to the WCC network Any small office, such as a Children’s Centre, connecting to the WCC network via the Internet will be equipped with a Cisco router and will be fully supported through the Service Desk. Your WCC laptop or PC will connect wirelessly or via an RJ45 cable.

Working on the move Your WCC laptop will be able to connect to hotspots where they are available although there is often a charge for this. 3G is available in well-populated areas for which you will need to have set up a service contract. WoW will not work where there is only a GPRS signal. No support is available for problems connecting to the Internet. If you can get to the WoW website the Service Desk will attempt to help you, but, due to the difficulties of not being able to connect to the machine, can only provide support on a best endeavours basis.

Welcome To WOW Flexible Working Programme · You may notice that you are working in a window as opposed to the whole screen (as you would in County Hall) and that there are tabs showing

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