Remote access lets you work from outside the office by connecting to your organisation's applications, files, and systems over the internet. Your organisation uses a specific remote access method chosen and configured by CMO IT Services. The exact tool and connection steps depend on your organisation's setup. If you are unsure which method you use or how to connect, submit a ticket and we will provide your specific instructions.

Before You Connect

1. Make sure you have a stable internet connection. Remote access requires a reliable connection. If your home internet is slow or dropping out, remote access will be unreliable regardless of the tool.
2. Have your work credentials ready. You will sign in with the same username and password you use at the office. Multi-factor authentication (MFA) may also be required.
3. Use the application your organisation has assigned. Your remote access tool was installed on your computer during setup, or you were given instructions on how to access it. Do not install alternative remote access software on your own.

General Connection Steps

1. Open your remote access application. Look for it in your Start menu, taskbar, or system tray. If you cannot find it, it may not be installed on this device. Submit a ticket and we will get it set up.
2. Sign in with your work credentials. Enter your work email address and password when prompted.
3. Complete MFA if prompted. Approve the notification on your phone or enter your MFA code.
4. Select your destination. Depending on your organisation's setup, you may see a list of available computers, applications, or desktops. Select the one you need.

Troubleshooting Common Problems

1. Cannot connect or connection times out. Verify your internet is working by opening a website in your browser. If the internet is fine but remote access still fails, restart the remote access application and try again. If you are required to connect to a VPN first, make sure the VPN is connected before launching the remote access tool.
2. Credentials not accepted. Confirm you are using your current work password. If you recently changed your password, use the new one. If your account is locked out, see our article My Account Is Locked Out.
3. MFA prompt not arriving. Check that your phone has a data or Wi-Fi connection. Open the Authenticator app manually to see if a pending prompt is waiting. If MFA is not working at all, see our article I Lost My MFA Device or Can't Complete MFA.
4. Session is slow or laggy. Close unnecessary applications on your local computer to free up resources. If you are on Wi-Fi, move closer to your router or switch to a wired connection. Video calls while using remote access will significantly increase bandwidth usage.
5. Disconnected mid-session. This is usually caused by an internet interruption. Reconnect to the internet and reopen the remote access application. Your session may still be active and you can resume where you left off.

Ending Your Session

When you are finished working remotely, sign out or disconnect properly using the application's menu. Simply closing the window may leave your session running, which can prevent others from accessing shared resources and may pose a security risk.

Still having trouble? Submit a ticket with the name of your remote access application and a description of the problem, and a CMO IT Services technician will assist you.