Problem: You see "page not found" or "page cannot be displayed" when you try to go to https://mydesktop.emory.org

Possible Causes:

1. Your internet connection is down
2. You are attempting to access the Emory Healthcare virtual desktop site from a computer located on a network that limits access to other networks.
3. There's a problem on the Emory Healthcare side of the connection

Resolution:

1. See if you can get to any other web site such as http://www.microsoft.com - if you cannot get to any other site, you've confirmed your internet connection is down.

   The problem may be with your equipment (modem, cablemodem), with your Internet software, or may be a problem that your Internet Service Provider (e.g., Comcast, Bellsouth) is having. Restart your computer You’ll need to call your service provider for assistance.

2. Some hotels, businesses and agencies have security measures in place such as firewalls and proxy servers that limit which sites you can get to from their network. You'll need to work with the technical support personnel for that network to find out if you can and how to make the connection to the Emory Healthcare virtual desktop.

3. If you've determined that your computer has Internet connectivity and your access is not being blocked by a security firewall, contact the 8HELP Call Center at 404-778-4357 to find out if something on the Emory Healthcare side is down.
   

Problem: You click on the application icon, but the application doesn't start. Instead you see:

Possible Cause: Bad stored "cookie" or inability to store needed cookie due to incorrect setting or insufficient space available for temporary internet files.

Resolution: Empty Temporary internet files. Go to Tools > Internet Options > General tab and click the delete cookies button and then the delete files button. Be sure to answer yes to "delete all offline content" if prompted.

Prevention: 1) Click the Settings button and make sure the "Amount of disk space to use” is set to about 20 MB. 2) Click the Advanced tab on the Internet Options window and make sure “Do not save encrypted pages to disk” is NOT checked.

Problem: Your virtual desktop session isn't responding. (For instance, you may see nothing but a "blue screen" when you login to virtual desktop.)

Possible Cause: Your virtual desktop session may be "hung."

Resolution: Contact the 8-HELP Call Center so they can clear your session. You can help speed that process by having the following information handy:

• Your userid
• To which Citrix server you are connected

Don't panic - we'll help you find the server information!

1) Go to the menu bar and double click on the icon - found on the far right side of the Start menu bar - see example to the right. This opens up the "Program Neighborhood Connection Center" window, an example of this window is also shown to the right.

2) Almost all the server names have the format EHC-CTX###. Note the server name (in this case EHC-CTX170), close this window and call the 8-HELP Call Center, provide your userid and the server name, and ask to have your "hung session" cleared.

Note: If a particular application is "hung" you can try to clear that yourself - highlight that application in the "Program Neighborhood Connection Center" and click the Terminate button. Once you see the application is no longer listed in the "Program Neighborhood Connection Center" window, you can close that window and re-launch the application using that application's virtual desktop icon.