Remote Access FAQ

Below are the most common questions and issues related to accessing your office work PC remotely:

1. How do I gain remote access to my office work PC?
   You MUST follow the below steps EVERY TIME to successfully connect to your office work PC:
    
   1. Confirm that the computer you’re using, the one you’re sitting in front of, has a reliable high-speed internet connection. Most consumer grade cable or AT&T high-speed internet will work well. If you’re using a hotspot on a cellular phone, understand that signal strength can contribute to slower speeds and reduced reliability.
   2. Connect the Cisco AnyConnect VPN application (this program is preinstalled on CCN notebooks) – Directions here UA’s VPN and When to Use It
   3. Use the Remote Desktop application to connect to your office work PC (this is preinstalled on Windows computers) – Directions on setup here Remote Desktop Instructions

If you have a problem connecting to your office work PC, please confirm that you’re following the steps above and look at the directions for each one.
NOTE: If you were designated a “REMOTE” user prior to our COVID-19 response, you should connect to our terminal server as you always have. Your process has not changed.

2. Why am I getting a “failed to logon” error when connecting the Cisco AnyConnect VPN client? I’m unable to connect the Cisco AnyConnect VPN client.
   99% of the time, this happens because the login process was not completed successfully. Please confirm the following:
    
   1. Make sure your username is your myBama username. DO NOT add @ua.edu or @bama.ua.edu or anything else.
   2. Make sure the password you enter in the 1^st password box is your myBama password, the same you use to logon to your work office PC.
   3. Make sure you have your Duo app open on your phone and you’re ready to respond to it. Then, enter the word push in the 2^nd password box and click “OK”. The timeout on this process is VERY FAST, so please have your Duo app open and ready to respond. If you don’t react fast enough, just start over again.
   4. If you’re positive you’re entering your myBama username and password correctly and the push process isn’t working, you can try entering the 6-digit code found in your DUO app in the 2^nd password box. Simply open your Duo app on your phone, tap on the “The University of Alabama” and a 6-digit number will appear. Enter that code in the 2^nd password box. This number is auto-generated and expires after a few minutes. You cannot use the same number more than once.
      
3. Why am I getting an error with the Cisco AnyConnect VPN client AFTER I successfully accepted the alert in my Duo app?
   This may be happening due to the large amount of usage on the VPN system. Please wait a few minutes and try again. If the problem persists, please take a screen capture or picture of the error and send to Matt.
   
4. Why am I getting an error with the Remote Desktop application that says “Remote Desktop can’t find the computer….”?
   99% of the time, this happens because you’ve forgotten to connect the Cisco AnyConnect VPN client first. If you have the Cisco AnyConnect VPN client connected and you’re receiving this error:
    
   1. Please confirm that your office work computer’s name is entered correctly. Your office work computer’s name should end in .UA-NET.UA.EDU. See how here: How to Customize the Remote Desktop Application
   2. Your PC may be off. Email Matt and he can test whether your PC is on and ready.
      
5. How do I properly disconnect the remote session to my work office PC?
   When you’re finished remotely accessing your office work PC, please disconnect the Remote Desktop application by closing it (click on the X in the top right corner of the application) and then disconnect the Cisco AnyConnect VPN client by clicking on the icon and choosing disconnect. Its extremely important that you not leave the Cisco AnyConnect VPN connected. When you disconnect, it frees up resources for others to use on the VPN system.
   
6. Do I need to be logged onto my office work PC to access it remotely?
   No, you do not need to be logged onto your office work PC, but it must be turned on in order to access it remotely. When disconnecting from your office work PC, DO NOT turn off the PC. Choose disconnect or simply close the Remote Desktop application by clicking on the X in the top right corner.
   
7. When should I be connecting the Cisco AnyConnect VPN client and the Remote Desktop application?
   The only time you need to connect the Cisco AnyConnect VPN client and the Remote Desktop application are when you need to access programs or data (H or I drive) located on your office work PC. You do not need to use the above applications to access and use the following:
    
   1. myBama
   2. Webmail
   3. Blackboard
   4. UA Box
   5. Qualtrics
   6. Zoom
   7. Panopto
   8. Collaborate