Please try one of the alternate remote access links listed here.

This occurs when your installation of the Citrix Workspace app has not been detected correctly by our remote access solution or your browser.

Try using a different browser, such as Google Chrome. You may need to click on the down arrow next to the downloaded ICA file, and select ‘Always Open Files of This Type’ (then click ‘Open’ once).  Next time your VDI should connect automatically when you click on it.

On Windows devices, Google Chrome, Firefox and Microsoft Edge Chromium (the new version of Edge) are all supported.

On Mac devices, Google Chrome and Safari are supported, though Chrome is recommended.

To check if Zoom for VDI is set up correctly:

• Open 'Zoom' on your VDI.
• Navigate to 'Settings'.
• Navigate to 'Statistics'.

You should see 'VDI Plugin Info' and 'VDI Connect Status' appear in this menu. If they show the same info as is in the image on the right then your Zoom for VDI is set up correctly.

Currently, virtual backgrounds are supported are as long as you are using a Windows PC or laptop at home.

You can use Microsoft Teams calls and meetings through remote.fil.com, but they may not perform well on your VDI. Use your mobile phone for the best experience when accessing a Microsoft Teams call or meeting at the moment, and keep an eye out for improvements in the pipeline.

Make sure you are using an up to date version of the Citrix Workspace app and that you have installed the Zoom VDI plugin using the link provided.

If you have been logged out of the VDI selection web page, please log back in.

Click on the cog by your name in the top right corner of the Remote Access Window, then click 'Account Settings'.

Click 'Change Citrix Receiver'.

Click 'Detect Receiver'.

Click 'Always allow' then 'Open' on the Citrix Workspace Launcher prompt.

Important: Only click 'Download' if you have an old version of Citrix Receiver installed, or if you have not installed it previously.

If you have recently installed Citrix Workspace App, please click 'Already Installed'.

Click 'Desktops' at the top of the page to go back to your available VDIs.

If you need to use Zoom, install the Zoom VDI Plugin from the link provided under ‘Required software’ on the homepage.

We do not currently support connections from Android devices or Chromebooks. You can connect from a Windows or Mac computer, an iPad or iPhone, or a remote WYSE terminal.

In balancing usability with security we have implemented new features. For example, ‘session reliability’ enables your VDI to stay connected for longer periods, even if your internet connection is unreliable.

If the Endpoint Analysis agent does not let you log in, please try the following:

1. If you are trying to connect after just installing the Endpoint Analysis (EPA) agent, please close your browser to allow for the settings to take hold.
2. Try using a different browser to connect in, for example if you are using Google Chrome then try an updated version of Microsoft Edge.
3. Ensure that your anti-virus software is approved for use by Fidelity, up to date and has real-time protection enabled. Please see our anti-virus page for a list of Fidelity supported anti-virus software.

Check the sound settings on your personal device and on your VDI.

On your personal device - right click the speaker icon on the taskbar.

Select ‘Open Sound settings’.

In the sound settings you should see a blue bar under ‘Test your microphone’.

If you don't see a blue bar then please re-check the connection/remove your headset USB connector from your device reinsert it.

On your VDI - right click the speaker icon on the taskbar.

Select ‘Open Sound settings’.

In the sound settings you should see a blue bar under ‘Test your microphone’.

Previously, in order for sound to work whilst connected to your VDI remotely, there was a workaround which involved a registry edit. This is not required for remote.fil.com connections.