Overview
Logging in remotely?
Remote access on iOS Anti-virus Connecting to a Fidelity laptop Windows
Remote access on Windows
Remote access on Mac
Remote access on Others
Remote access on iOS Anti-virus Connecting to a Fidelity laptop Windows
What type of client are you?
Choose your location
Choose your location
Choose your location
Remote access on Windows
Once you’ve completed the Windows setup steps, use this guide to get logged in to your virtual desktop or PC remotely.
Connecting for the first time after setup, and subsequent visits
In your internet browser, go to https://fidelityinternational.com/remote and select the region closest to your current location.
Allow the Endpoint Analysis scan to complete.
This checks that your computer and anti-virus software are up to date.
You may see a Citrix Gateway dialog asking for your permission to run a scan.
Click ‘Yes’ to agree to the scan once, or ‘Always’ to run the scan automatically on subsequent visits.
Allow the Endpoint Analysis scan to run.
If your device meets the security requirements, you will be able to login with your username (a-number or email address), and verify your login with Microsoft multi-factor authentication.
Select Microsoft Authenticator from the drop-down menu underneath your username field.
You will then be prompted to enter your password. Once done, click ‘Log on’ to continue.
You will need to verify your login using Microsoft multi-factor authentication, through the authentication method you set up your Microsoft account to use.
You may receive a notification through the Microsoft Authenticator app, have a text sent to your phone, or receive a call.
If you have not installed the ‘Citrix Workspace’ app during the initial setup process, or if it wasn’t detected, you will be given an option to detect the receiver by clicking ‘Detect Receiver’.
Tick the ‘Always allow’ checkbox followed by clicking ‘Open’ on the dialog box that follows.
If you have already installed the latest Citrix Workspace app through the initial setup, please do not click the download button.
Instead, please click ‘Already installed’ at the bottom underneath the download button.
After a few moments, you will be presented with a list of your devices. Click on the device you would like to connect to.
Please note, DR in the names of your devices stands for ‘Disaster Recovery’ and should only be used when advised during an incident that is affecting your primary device.
A .ica file will download and be visible in the bottom left corner of your browser window.
Click on the dots to the right of the .ica file and click ‘Always open files of this type’, then click ‘Open file’. This will open your remote access session.
Next time, you click on a device from this list the sessions should open automatically.
Either when your selected device opens, or when you check your sound settings, you will see the popup to the right.
Click ‘Permit use of these devices’, and tick the ‘Do not ask me again for this virtual desktop’ checkbox.
Make sure Zoom on your VDI is working correctly
Once you have connected to your VDI (or remote PC), launch Zoom, click on the ‘Settings’ cog in the top right corner, then click ‘Statistics’.
The ‘VDI Connect Status’ at the bottom should say ‘Connected’. If you don’t see this, please make sure that:
- You have installed the Zoom VDI plugin using the link provided on the homepage (it is important to use the right version).
- You are using an up to date version of the Citrix workspace app (see the troubleshooting section for details).
Click on Settings → Video and check that your webcam is working. The video should be clear and responsive.
Click on Settings → Audio and test your speaker, then your microphone. You may need to select the correct device.