Introduction This article is written to show how to work around a missing or white mouse cursor when using Virtual Computer Services (VCS) in full screen mode. Applicability This Knowledge base article (KBA) is targeted towards users and support staff that are using or supporting systems that experience a missing or white mouse cursor when using VCS in full screen mode.   Details When using VCS in full screen mode, some users may encounter a missing or white mouse cursor. This issue usually noticed when using applications or websites that have a white background, and where the mouse cursor changes from the pointer to the text insertion cursor. If VCS is used in windowed mode, this behaviour does not occur.  Contributing factors: - Users are on systems that have AMD Radeon graphics, generally with relatively updated drivers. This issue is not present on devices with Intel or Nvidia graphics adapters. - Users are using Windows 11 physical devices to connect into VCS (not 100% confirmed)   Workaround: To workaround this issue, a registry entry needs to be made on the client computer that accesses VCS. *Please exercise caution when editing the Windows Registry, as incorrect changes may prevent your system from booting, possibly resulting in data loss* From the client computer (physical computer used to access VCS 1. Click on Start 2. Type in regedit 3. Open the Registry Editor 4. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Dwm 5. Create a new 32bit Dword entry called OverlayTestMode, and give it a value of 5 6. Reboot the PC This should prevent the mouse from disappearing or turning white on white backgrounds.   Keywords: VCS, cursor, missing, mouse

Introduction This article describes the services provided by the eClass support group, and how to request support.   Applicability This applies to anyone looking for support with eClass. Details eClass is the University of Alberta’s centrally supported Learning Management System (LMS). It allows instructors to create, manage, and deliver online content, activities, and assessments to students. It provides a platform for the administration and delivery of online course content, communication, assessment, and grades.  Services Provided:  · walk-through of specific features  · one-on-one/group training  · course setup/content changes  · consultation for best practice for desired goal in-system  · consultation for course content layout  · 3rd party integration  · new features and feature enhancements  · documentation Availability:  This service is available to Students, Faculty, Admin/support staff, Instructors and operates 24/7/365. Requests and inquiries can be submitted from Monday to Friday from 08:30 to 16:30 in the Fall and Winter terms (Sept–Apr) and Monday to Friday from 08:00 to 16:00 in the Spring and Summer terms (May–Aug) except on public holidays and during scheduled university closures.  Request:  You may place your request on the eClass website through the Submit a Ticket button or by by sending an email to eclass@ualberta.ca.

Introduction This document explains how to use the Virtual Computer Services (VCS) window across multiple displays, and general information about how to configure monitors to optimize workflow.   Applicability This article is geared towards anyone using or supporting VCS.   Details Multi Monitor setup Virtual Desktops can be used on multiple monitors. IST has tested up to 3 concurrent displays for a VCS session. VCS will mimic the same multi-monitor configuration that your physical computer uses. When you first launch a virtual desktop, it opens in a window, much like any regular application might. To take advantage of multiple displays, you need to extend the sides of the window, into any monitor you wish to use for the virtual desktop. Then by pressing the Maximize button, or from the Citrix Preferences menu, click on Full Screen.   Multi Monitor setup on Mac Dual display on Mac can be configured by clicking on the View menu, then ensure Use All Displays in Full Screen is selected, Then once you click on Enter Full Screen, it will utilize both screens. Screen Resolution All screen resolutions up to 4K resolution (3840 x 2160) are supported in VCS. However, since VCS relies heavily on your network connection, and higher screen resolutions means there is more data to transmit, we have some general guidelines you can follow if the performance of VCS feels sluggish. Working on campus with a wired network connection - All screen resolutions up to 4K (3840 x 2160) should perform fine. Working on campus over UWS or other wireless network - UWS will have less bandwidth to work with, so higher resolutions may not be optimal. 1080p (1920x1080) should work fine most of the time. However, many of users may impact performance over UWS. Working remotely over a wired network connection - All screen resolutions will work, however 4K (3840x2160) has shown to be slightly sluggish on a 300mbps internet connection. Working remotely on personal or public WiFi - There will generally be a number of factors that may impact performance of VCS over this type of network. We would recommend no higher than 1080p, and may need to be lowered, if you cannot change WiFi networks or plugin to a wired connection.   Image Quality To deliver a feature rich desktop experience, some image and text compression may be used to help deliver a fluid like user experience. IST has configured image and text compression to find a good balance between performance and quality. Local connections to VCS on campus will have less compression than remote connections. However there may be some use cases when performance is of utmost importance over image quality, or vice versa. These settings can be tweaked for certain users if they need. Please reach out to IST if you need better visual quality, or if you have a poor network connection to VCS, and we can find a suitable configuration.   Monitor Layout With Citrix Workspace App, there is a feature that will let you create a virtual multiple monitor layout. This may be handy for users with 4k displays or ultrawide monitors that want to create a multiple monitor like setup. This lets you customize your desktop to improve your workflow. In the layout below the single monitor is split down the middle, thus creating two equal size virtual monitors. In the layout below, the single monitor is split down the middle, and then the right virtual screen is split horizontally, giving the user 3 virtual screens. Once you create the layout you want, click Apply. Then you'll need to toggle your VCS window to Windowed mode (from the black drop down menu), then maximize it again after for the layout to take effect. You can also reference the following Youtube video for a demonstration of what this feature does. Citrix video on virtual monitor layout. Keywords: VCS,Virtual Computer Services,dual display,two, monitors, display, screens

Introduction This document explains what to do if you get a Microsoft Remote Desktop License error when attempting to launch Connect Care through Virtual Computer Services (VCS).   Applicability This article is aimed at anyone using or supporting users on VCS which then access AHS's Connect Care system.   Details While Connect Care is not a supported application by Information Services & Technology (IST) directly. IST will ensure the client computer has the required software and configuration to be able to establish a connection with Connect Care. In certain cases with macOS users on Mac computers, users may encounter a license error while trying to access Connect Care while using VCS. The warning will state that the user will be disconnected after 60 minutes.   Solution This is caused by the way macOS will name a computer by default. If you enter your name, the system would default to something like "John's Macbook Air". While this is usually fine in an isolated Mac world, when it comes to mixed environments with Windows and remotely hosted applications (such as Connect Care), it can cause issues in how the name is interpreted by other systems. To change the Mac's computer name: 1. Start by signing out of VCS (Click Start->Click on the person icon, then click Sign Out). Note this will close any open applications and documents, so be sure to save first. 2. Click on Apple icon in the top left, then System Preferences in macOS   3. Click on Sharing   4. Change the name to something shorter (preferably less than 10 characters), and remove any punctuation or spaces. For example "John's Macbook Air" -> "JohnsMac" would be a suitable computer name. 5. Reconnect back to VCS, and launch Connect Care, the license warning shouldn't come up anymore.     Keywords: Connect,Care,VCS,AHS,License,

Introduction This document explains how to fix small font and graphics when using Connect Care through VCS.   Applicability This KB article is directed towards anyone using or supporting connections to AHS's Connect Care system through VCS.   Details This issue may occur when using monitors with high screen resolutions, and also may occur when using UI scaling. This issue may present itself on both Mac and Windows machines.   Do the following steps within VCS: 1. Click on the up arrow in the system tray. Then right click on the Citrix Workspace App icon. 2. Click on Advanced Preferences. 3. Select High DPI.   4. Change from Let the operating system scale the resolution to Yes. Keywords: font,size,connect care,vcs,ahs,mac,osx,macos,high resolution,

Introduction How to install and access the Mendeley Word plugin Applicability For Nursing users accessing Word in the Citrix environment. Procedure Log into the Citrix gateway with your STS credentials. Launch the Windows 10 Desktop Open Mendeley Reference Manger from the start menu or the desktop shortcut. Click on Tools>Install Mendeley Cite for Microsoft Word. The Microsoft AppSource window will open. Click on Get it now for the Mendeley Cite plugin. You will need to sign in with a Microsoft account in order to download the plugin. If you do not have an account already you will need to sign up for a free account. Keywords: Nursing, Mendeley, Word

Introduction This document explains the steps needed to connect to Virtual Computer Services (VCS) from a UNIX based operating system. Applicability This document is geared towards anyone that wants to connect to VCS from a UNIX based operating system. Details While not officially supported by IST, here are the steps to connect to VCS from a UNIX-based operating system. Connecting to VCS from Linux OS Connecting to VCS from Linux is not officially supported by IST. However, it is possible to connect to VCS from the most popular Linux distributions and forks. Do note that Workspace App for Linux is not as fully featured as it is for Windows, so there may be some limitations on peripheral support and usability. You can download the Citrix WorkspaceApp from Citrix's website or from the VCS Downloads & Plugins page. Packages include Debian, RPM, and Tarball. Workspace App is also available from the Arch User Repository (AUR) for Arch based systems. Once you have Workspace App installed, you need to add the Globalsign Intermediary Certificate to your Linux system. This can be obtained from the VCS website and exporting the intermediate certificate. Once exported, you'll need to copy it to the /opt/Citrix/ICAClient/keystore/cacerts directory. Failing to do this step will yield in SSL errors when you attempt to launch a VCS virtual desktop. Method 1: Downloading the Intermediary Certificates Download the Globalsign Int Certificates, extract the files, then open Terminal and run the following commands to copy them to the proper directory. sudo cp "GlobalSign RSA OV SSL CA 2018" /opt/Citrix/ICAClient/keystore/cacerts sudo cp "GlobalSign Organization Validation - SHA256 - G2" /opt/Citrix/ICAClient/keystore/cacerts If downloading the certificates did not work, you can try manually exporting them yourself (as shown below). However if downloading and copying them worked, you can skip the manual export, and you should be able to connect to a virtual desktop. Method 2: Exporting the Intermediary Certificate **Note** You will only be exporting one of the two intermediary certificates, and it depends on if you export it while on a campus network, or on an external network, as to which one you will get. Using Google Chrome, Chromium web browser, or any browser built from Chromium, the following process will be identical or very close. 1. Click on the lock icon next to the website address 2. Click on Certificate. 3. Click on the Details tab 4. Click on the second certificate in the chain. In this case select Globalsign RSA OV SSL CA 2018. *NOTE* You might see Globalsign Organization Validation - SHA256 - G2, but the idea is to pick the second certificate in the chain.* Then click Export, saving it to your Downloads directory. 5. Open Terminal, and copy the intermediary certificate to /opt/Citrix/ICAClient/keystore/cacerts by issuing the command from the directory where the certificate was downloaded to. Enter your password when prompted since the command needs to be run as sudo. Use the appropriate certificate you downloaded in the command below. sudo cp "GlobalSign RSA OV SSL CA 2018" /opt/Citrix/ICAClient/keystore/cacerts You should now be able to access a VM without any SSL errors. Changing Workspace App settings Personalized settings are stored in /.ICAClient/wfclient.ini, you can use any text editor to edit this file. You may likely need to change the keyboard layout from (User Profile) to US Please see the Keyboard Layout page for additional details. To Allow a local microphone to be used within a VCS session, you need to add AllowAudioInput=True in the [WFClient] section. Below is an example of the wfclient.ini file with the keyboard layout set to US, and allowing for a microphone to be used within the session. Keywords: VCS, Virtual Computer Services, linux, unix, connect, citrix, workspace app,

Introduction This article will provide information to new users to Virtual Computer Services (VCS) , and perhaps as a reference for existing VCS users. Applicability Any user or support staff using or supporting VCS. Details What is VCS? Prerequisites Getting access to VCS Logging into VCS VCS Quick Start Guide Using the Citrix Toolbar Software available USB Devices Keyboard Layout Display configurations Best Practices / Important Info Linux Configuration Plugins & Downloads What is VCS?: Virtual Computer Services is a service that leverages virtual desktops run on campus that users will connect to. So rather than all the software, data, and network access being on your physical computer, it is stored and run in the University's data center. With the shift to a hybrid of remote/onsite work, being able to access the systems you need from any location is more important than ever. VCS provides the University with the ability to deliver a consistent desktop experience, no matter where you are. Since 2017, VCS is the standard desktop environment for the Faculty of Medicine & Dentistry. Prerequisites: In order to access VCS, you must have a MEDID (Faculty of Medicine & Dentistry MED account). Your supervisor must put in a request with IST for you to get access to VCS, as VCS is a desktop replacement. Any device that supports the Citrix Workspace App, which currently includes (Windows, Mac, Linux Operating Systems), Desktop, Laptops, Tablets, Phones, Chrome OS, Raspberry Pi). Citrix Workspace App installed on the device you are connecting from. If you want to access VCS from off campus, then configurating multi-factor authentication is required, this is done by installing an authentication app on your smartphone, or alternatively a USB token can be purchased for $60 in place of using a smartphone. Getting Access to VCS: Your supervisor must place a request with IST in order for your account to be enabled for accessing VCS. In addition, if off campus access is required, then this should be specified in the request as well. As mentioned in the prerequisites, a hardware device of some sort is required for accessing VCS. IST has an optional low powered endpoint to use if one is required. IST will manage maintaining this device, and should it fail, a replacement will be setup, the defective one taken away, leading to less downtime. Logging into VCS: Logging into VCS is done by visiting https://vcs.med.ualberta.ca , depending on where you are connecting from, the login screen will look a little different. On Campus: Requires MEDID & Password only Off Campus: Requires Multi-factor authentication (usually a random code generated by an app on your smartphone) in addition to MEDID and password. Please see the Enrolling for MFA KB for more details about getting enrolled. After logging in, the VCS website will check to see if the Citrix Workspace App is installed, and if not, you'll be prompted to install it then. Please see Installing Citrix Workspace App from VCS Website for additional details. VCS Quick Start Guide Video Using the Citrix Toolbar: The Citrix toolbar can be found at the top of your screen collapsed, it will be a small black bar, and when clicked on, will expand to show other options. Please see Using the Citrix Toolbar KB for more details. Software: VCS comes with a large bundle of pre-installed software, including a variety of licensed titles. Rather than having to install software on each VM, access is simply enabled by IST technicians. Should you try to launch a piece of software that is not allowed to be run OR requires a license, you'll get the following prompt. Contact the IST Service Desk at 780-492-9400, or using the Self Service Portal to request access. For licensed software, a speedcode is required from your supervisor. Note: This same prompt can also show up when attempting to run software that has not been allowed for use on VCS. USB Devices: Most USB peripheral devices can be used with a virtual desktop. Peripherals can be used in VCS in one of two ways, 1) Optimized mode 2) Generic mode. Optimized is the preferred mode to use when possible. Optimized Mode Optimized support offers an improved user experience with better performance and bandwidth efficiency especially over an external connection. The device must be installed and working on the physical endpoint computer, and VCS can interact with the device using HDX technology. For example Webcams, mice, label printers, USB Thumb drives, Scanners, USB printers. Some programs may require a local plugin to help enhance the hardware, for example Zoom VDI client in VCS requires a Zoom HDX media plugin to help improve your webcam and microphone. Example of locally connected printers in VCS in optimized mode. Example of Optimized thumb drive and local disk in VCS. Generic Mode Generic mode is for specialty devices that don’t have optimized support or where it is unsuitable. Generic USB redirection may respond slower due to the peripheral having to go through an additional virtualization layer. Also note that the device can no longer be accessed on the local desktop as the device has been “moved” to the virtual desktop. Device drivers must be installed on the VM image. Examples of devices that require Generic USB redirect are: Transcription foot pedals, Olympus transcription devices, IronKeys, HP ScanJet 3000. To change a device to generic in the preferences of the Citrix toolbar, click on device and then click switch to generic. This example is a USB thumb drive. Clicking on Switch to generic will change the device. The USB thumb drive now is listed as a local drive on VCS. Keyboard Layouts: If you are on an Apple device or a PC running Linux, it is advisable to change the configuration of Citrix Workspace App to force the keyboard to US. Failing to do so, may result in unexpected characters showing up within VCS when certain keys are pressed. This especially may affect typing in passwords, as they are often masked when typing them in. Please visit the Changing the Keyboard Layout KB. Display Configurations: Various display configurations can be used with VCS, including multiple displays, various common screen resolutions, and even virtual monitors. Please visit the Display Configurations for VCS KB for additional information. Best Practices / Important Info: Be sure to log off of VCS prior to each Sunday @ 1am for system maintenance. To log off, click the Start menu -> Sign Out. Be sure to do this for any changes to your user profile to be saved (mapped drives, mapped printers, browser bookmarks, etc) Disconnect from the Citrix Toolbar is not the same as logging off from Windows (Start menu -> Sign Out). Disconnect will simply close the connection between your physical computer and the virtual desktop. Logging off will close all applications and documents, and save all user profile changes to the profile server. After 15 minutes of inactivity the VCS screen will lock automatically. You will need to supply your MEDID password to unlock the screen. Installing software on VCS is blocked. Any new software, changes, or updates to existing titles are done by IST technicians, and deployed out to the VCS machines. VCS, endpoints, or software are rented, which means that the service can be stopped, or equipment returned, and the charge for the service will be stopped. Please ensure to let IST know if the service is not required. Sleep/hibernation, or putting the hard drive to sleep should be disabled on your physical machine if you want to stay connected when you walk away from your computer. Leaving them on will result in being disconnected from VCS if left for the specified time for them to activate. Should you have troubles connecting to your existing virtual desktop session, you can initiate a Restart of the virtual desktop, which would be the equivalent of pressing the reset/power button on a PC. Click on the down arrow of the Windows 10 icon, then click on Restart. Please give it a minute or two, but once the restart is done, it should automatically launch a new VM. Linux Configuration: Linux based endpoints are not officially supported by IST, however some information to connect is provided on the Linux Guide. Please visit the Linux Configuration KB for more details. Plugins & Downloads: Additional plugins are available for certain use cases, such as running Zoom or Skype for Business within Zoom, or even just older version of Citrix Workspace app for older systems. Please visit the Plugins and Downloads Page for VCS. Keywords: VCS,Virtual Computer Services, guide, support, orientation, getting started, new user, new staff, new,

Introduction This article outlines access issues related to Bear Tracks for Faculty, Staff, and Students. Symptoms When attempting to login to Bear Tracks a "The CCID and password you entered do not match" message appears. Solution  Following the solutions outlined below, in order, will resolve most Bear Tracks access issues: Normal System Processing Times Cause: Most commonly affecting new CCID recipients, such as Applicants or staff that are new to the University, Bear Tracks can take up to 48 hours to sync new CCID information. During this time the CCID holder will not be able to log in to Bear Tracks.  Solution: Wait until 48 hours after you received your CCID and try logging in to Bear Tracks again. If your issue persists beyond 48 hours after receiving your CCID, please proceed to the next steps.  Out of Date Relationship Information Cause: The Relationship to the Institution (RTI) information on record may not up to date or is still being entered in the system. This most commonly affects new staff/faculty. Solution: Check with your supervisor or HR Service Partner to get a status on your employee relationship status. Once you have an active employee RTI in the system, you will automatically be granted Bear Tracks access but remember that it can take up to 48 hours to sync with Bear Tracks and you may not be able to access Bear Tracks during this time.  Invalid or Unknown CCID Credentials Cause: Your CCID password is incorrect or there may be another issue with your account preventing your access. Solution: If you have a new CCID, please ensure you have changed your temporary password that was provided in the "Your UAlberta Campus Computing ID" email sent to your personal email you provided the university.  Test your CCID and password via https://myccid.ualberta.ca/check. If you encounter any errors indicated by a red X, try resetting your CCID password via https://myccid.ualberta.ca/reset Browser/Device Issues Cause: There is a local issue with your browser's stored date (cache) or device that is preventing you from logging in to Bear Tracks.  Solution:  Clear your browser's cache/cookies using the instructions from this support article. Ensure your browser and computer software are up to date.   Try logging in to Bear Tracks from another browser and another device, if it still does not work then there is likely an issue with your account. Account or System Issue Cause: There could be an issue with the system or your account that requires you to reach out for support.  Solution: If the above solutions do not resolve your issues, please contact the Staff Service Centre for further IT support. 

Introduction This Knowledge Base article will explain how to install the Citrix Workspace App and get connected to Virtual Computer Services (VCS) on a Chromebook or ChromeOS system.   Applicability This article applies to anyone using or supporting VCS on a Chromebook or ChromeOS system.   Details VCS can be connected to from a Chromebook, or a system running Chrome OS. The Citrix Workspace App will need to be installed onto ChromeOS. ChromeOS is not fully featured the same way that Windows or Mac is for using VCS, however, Chrome OS can be used for basic access to VCS, but should not be relied upon for use with peripherals and video conferencing.   1. Start by launching the Google Web Store by clicking on the icon in the bottom left. 2. Type in Web Store in the search 3. From the Web Store search, type in Citrix Workspace, and press Enter. 4. Scroll down to the Apps section, and click on Citrix Workspace for ChromeOS. 5. Click on Add to Chrome   6. Click on Add App on the privacy/system requirements prompt   7. You can verify that Citrix Workspace App is installed by clicking on the circle button in the bottom left corner and typing Citrix Workspace. If you see the Citrix Workspace icon as shown below, that means it is installed.   8. Next, browse to the VCS website. https://vcs.med.ualberta.ca, and start the login process by entering your MedID. 9. Once you're signed in, click on the Windows 10 icon to launch VCS.   10. The connection file is downloaded, and must be clicked on manually from the Download Manager to launch Citrix Workspace app and connect to your VCS desktop.   You should now be loaded into VCS with your user profile. You can visit the VCS Support Guide for tips on how to use VCS. While the guide is mostly geared towards Windows and Mac users, some of the same principles will still apply for ChromeOS. Keywords: VCS,Chromebook,ChromeOS,Citrix,workspace