Introduction
If you're experiencing issues connecting to your Live Desktop, there are a number of steps you can follow to diagnose the issue prior t raising a call with the ICT Helpdesk. In some cases it may be an issue with your account that can be easily resolved in a few steps or your home broadband could be experiencing problems. The following guidance lists a number of steps to try to help narrow down where the issue lies to ensure you contact the correct department for support.
Check Your Account
One of the most common causes of being unable to remote connect to your Live Desktop or even other applications via Cloud Apps is your account being either locked or your password has expired. It's worth checking your browser (Edge or Chrome) to see if you're able to log into your Office 365 account using the below steps.
- Navigate to Office 365
- Sign in using your work email address and password
- If already signed in, sign out by clicking your account icon at the top right of the screen and click Sign Out
- If prompted, authenticate using the smartphone device associated with your account
- If your sign-in is successful, this suggests the issue may be related to the connection itself
- Should your sign in fail, you can try resetting your password using the article below before attempting to connect to your Live Desktop again
If you're unable to reset your password, call the ICT Helpdesk on 01206 282399
If the issue still persists after a password reset or if your login was successful before resetting, try the below steps to diagnose the issues.
Try a Different Device
One thing to try, especially if working on an old Wyse Terminal in the office, is to change the device. If you have a different device in the office or at home, try connecting on there to see if that works. This will help ICT diagnose the issue if you have to resort to raising a support ticket with us and it'll help get the issue resolved more quickly.
Clear Your Cache
Sometimes clearing the cache in your Internet Browser can help with remote connection issues, followed by restarting your device. A full shutdown and reboot after a minute or two also doesn't hurt. Try the below article to wipe the cache on your Internet browser and see if that makes any difference.
Be aware that resetting your browser's cache can log you out of various sites and wipe saved password, so be sure you know your credentials for various websites as you may need to re-enter them.
Internet Connection
Another common cause of remote connection issues failing to connect, taking a long time, running slowly or dropping out is your Internet Connection. Although you may be browsing the Internet perfectly fine, your Internet speed may not be running fast enough to allow the remote connection to connect. This can be due to a number of issues such as other members of the family taking up the bandwidth through downloads or using streaming services, your router may need resetting, or there could be an issue with your Internet connection itself. To check your Internet connection stability, it's worth running a speed test using the article below.
Keep a record of these if you need to raise a support ticket with ICT
Also, try restarting your home router regardless of the results.
Microsoft Authentication
If you're not receiving a Microsoft Authentication prompt on your smartphone via either the app or a phone call, there may be an issue with your authentication. This can be caused by changing smartphones and attempting to have the setup process for your new phone move across all your apps and settings. This could also be caused by a problem with your authentication on your account. One of the main causes can also be that your smartphone has lost a connection to the Internet. It's worth checking the following:
- If the authentication is not set up on your device or you've purchased a new smartphone, use the below article to install the authentication app on your device
- Check the Internet connection on your phone and try switching between data and Wi-Fi
Still Experiencing Issues?
If all the above does not work for you, raise a ticket with ICT via the ICT Portal or alternatively call the helpdesk on 01206 282399 and one of the ICT advisors will be happy to assist. It's import to provide as much information as possible when raising a support request so that you don't need to run through the same steps again. This will help us resolve the issue more quickly.
Please note that the ICT Helpdesk open hours are between 9AM and 5PM Monday to Friday. If an advisor is unable to take your call, please leave a voicemail message with your name and a description of the issue. This will automatically generate a support ticket under your name and an advisor will get back to you as soon as one becomes available.