Frequently Asked Questions

About the service

About the service

What is myAccess?

myAccess provides a virtual application solution for academics and students enabling access to specialised software applications using a variety of devices, at anytime of the day from anywhere as long as you have internet connection.

Why has UNSW introduced the myAccess service?

Providing academics and students with access to space, IT hardware and software necessary for teaching and learning is an ongoing challenge for UNSW. There is an opportunity for UNSW to bring in emerging technologies such as virtualisation of course related specialised applications for academics to prepare course materials and exercises and for students to undertake learning and assessment anytime, anywhere on any device.

What are the benefits of the myAccess service?

The service provides a number of benefits including:

  • Access to applications 24 hours/7 days a week
  • Ability to work where you want at any time as long as you have internet
  • Access to applications on a variety of devices
  • Improved flexibility in teaching eliminating constraints on space, desktops and application images
  • Flexibility of business demand and enhanced disaster recovery in the case of a lab becoming unavailable
Pre-installation

Pre-installation

What system requirements do I need to access the service?

To access the myAccess service, you will require a compatible device, Citrix Receiver for your operating system, a supported browser and an internet connection.

Devices that are compatible with myAccess are:

  • Desktops and laptops with Mac or Windows operating system (highly recommended).
  • To check the supported Operating Systems for Mac, click here. To check the supported Operating Systems for Windows, click here
  • Smartphones/Tablets/iPads

Please note: Although it is possible to access the service using a mobile device such as a phone or a smaller form factor tablet, it is not recommended.

Browsers compatible with myAccess are the latest versions of the following types:

  • Internet Explorer
  • Safari
  • Google Chrome
  • Firefox
  • Microsoft Edge

Please note:

How long will it take to access the service via my personal device?

The time it takes to access an application via the myAccess service is dependent on the type of Bandwidth and speed of the internet/Wi-Fi connection you are accessing to open the relevant application. Each user experience may slightly differ.

Installation

Installation

Can I download and install other software in the myAccess environment?

While you are able to download files, you will not be able to install any applications within the myAccess service.

What do I need to do to access the service?

For more information on how to access the service, go to the User Guides on how to install the Citrix Receiver on this website.

If for some reason you have deleted the myAccess Citrix Receiver, simply login through myAccess again, navigate to the dropdown arrow on the top right and select ‘Install Citrix Receiver’ from the panel. You will find that if you do not have Citrix Receiver installed and are trying to access the applications, your browser will download an ica file that can’t be opened.  

On some ‘other language’ PCs, the Citrix Client detect function doesn’t automatically detect whether the Citrix Receiver is installed. You will have to login through myAccess, navigate to the dropdown arrow on the top right and select ‘Install Citrix Receiver’. 

If for some reason there is an issue with the Citrix Receiver or you were not prompted to install the receiver from storefront, clear your cache and relaunch your browser.

What do I do to stop receiving the prompt 'Open URL: Citrix Receiver?'

If you are getting the prompt as shown below, tick the ‘Remember my choice for URL:Citrix Receiver links’ and click ‘Open URL: Citrix Receiver’. 

 

Open URL: Citrix Receiver’

 

Functions

Functions

Can I open an application on multiple devices?

No, when accessing the same application on multiple devices, the application will only be active on the latest device that you open it on. However, when you return to the previous device where you had the application running, when you log back in, you will be returned to where you were logged off.  

Can I access my Datasets from Moodle?

To make it easier to access your datasets from Moodle, we have created a Moodle Application in myAccess. Launch this application, locate your files and download the files to your H: Drive which starts with your zID. 

For large datasets (20MB or above) it is recommended that you connect to the campus network to complete this procedure. Once you have saved your datasets to your H: Drive you will be able to access your datasets via myAccess remotely. For further information, please refer to the Downloading and Uploading Files to and from Moodle Guide and the myAccess File Manager - How to save and access your dataset. 

What happens if I leave the myAccess service idle?

When accessing the myAccess service via iOS iPad or an Android tablet, you may not see a timeout message. 

After 1 hour of idle time, you will be disconnected. After this hour, you will lose your data if you attempt to access it after 4 hours in total. (Note: After 12 hours for Ansys, a user session is automatically logged off). 

It is recommended to save your data to the H: Drive (starting with your zID) although you may also use C: (local drive) and/or external drive/s connected to your device. 

Do not save your data to ANY other location, as your data will be lost when you logoff an application.    

 

How many applications can I have open?

You can have multiple applications open on a device.

How do I access my Dataset within an application?

When trying to access your dataset within an application you will be provided with a number of options which include:

  • H: (UNSW Home drive)
  • C: (local drive)
  • D: (locally available storage)
  • External drive/s

We strongly recommend that you save your dataset to your H: (UNSW Home drive). As myAccess is on the same network connection as your H: Drive, when accessing your dataset, the speed of myAccess won't be dependent on the speed of your individual connection. Users have recorded significant increases in the speed of myAccess applications when using datasets saved to their H: drives. The other benefit of saving datasets to your H: drive is that if, for any reason, your myAccess session disconnects, you won't lose any data as long as you reconnect within 4 hours.

To make it easier for you to move files and folders to your H: Drive, we have published a File Manager application in myAccess. When you open the File Manager you will see your H: drive even if you haven't previously mapped it.  Simply browse for your dataset and copy this to the H: drive.

What if I need more storage for my H:Drive?

If you need more storage, please contact the Service Desk here

Please ensure that you provide your zID, name, contact details (email and phone) and application/s that you are using (also include the Faculty/School and the course that requires extra storage for the application/s). 

Can I save files?

Yes, you can save files. When you try to save your data, you will be presented with the following options:

  • C: (local drive)
  • H: (UNSW Home drive)
  • D: (locally available storage) - Do Not Save Here! 
  • USB / external drive

It is recommended to save your files to your H: (UNSW Home drive). Do not save your data to the D: (locally available storage) as this will be cleared when you end your session. For those applications for which we are unable to set the default save location to your H drive, you will be prompted to manually select the H drive. This prompt will be in the form of a warning or error message that includes the file path ‘c:\volatiledata\please_save_to_h_drive_only…’. For example:

 

 For more information on how to save files, go to the myAccess File Manager - How to save and access your dataset

Troubleshooting

Troubleshooting

Why am I having issues installing myAccess on my iOS and Android tablets?

To install the Citrix Receiver on your iOS or Android tablet, you will need to download Citrix Receiver via the appropriate application store. Go to either the Apple App Store or Android Play Store on your device and download the Citrix application.

I recently installed the new macOS Sierra update and now I can’t login to myAccess

If you have recently installed the new macOS Sierra update, you may be receiving the error message below.

In order to resolve the issue you are required to install the latest Receiver 12.7 for Mac. To access the update, go to the following URL https://www.citrix.com/downloads/citrix-receiver/mac/receiver-for-mac-latest.html and select ‘Download Receiver for Mac’. 

This download is compatible for  Mac OS X 10.9, 10.10, 10.11, 10.12. If you continue to experience issues, please contact the service desk. itservicecentre@unsw.edu.au or call (02) 9385 1333

Why is it taking a long time to load a file from my computer when I am Off-Site?

Files saved on your local PC will generally take longer to load. It is recommended you save files to your H: Drive, as they are quicker to load. Additionally, loading a file is dependent on your Wi-Fi speed and Bandwidth. 

Why can’t I see a local drive when I am trying to save or open a file?

You will not be able to save files to your ‘My Documents’ directory as the myAccess service will automatically redirect you to save your files to your Home Drive (‘H’ drive). To view local drives and other folders you can click the dropdown arrow as shown in the screenshot below.

What do I do if I see the ‘Unblock the Citrix plugin’ message?

When this message appears, follow the steps below:

  1. Click on the Blocked Pop-Up Icon (next to the favourites icon)
  2. Select ‘Always allow plug-ins’ on https://aaa-access.unsw.edu.au

When using the NVivo application you will need to set up your User Profile

In order to access the Nvivo application, you will have to enter your initials when you open the application. 

This must be done for every session.

Why do I see a security warning when opening an Application?

You may receive a Citrix Receiver – security warning, when opening an application.  If you receive this warning, click on ‘Permit all access’ and click
on the ‘Do not ask me again for this site’ checkbox.

Why do I see additional drives when opening or saving a file?

When browsing available storage on a Mac, you may see additional drives. These include your Local Disk C: drive, UNSW H: Drive which starts with your z number (also known as Cloud H: drive) and other external Drive/s. It is highly recommended you select the H: drive (Cloud H: drive) when saving your data.

I receive an error message when trying to download the Citrix Receiver on my iPad or Tablet

If you try to download or access Citrix Receiver on your IOS iPad or Android Tablet using a browser, you will receive an error message such as ‘Unable to download receiver to access via the web’.  To download the Citrix Receiver you will need to go to either the Apple App Store or Android Play Store on your device and download the Citrix application.  For more information on how to download the Citrix receiver on an iOS iPad or Android Tablet refer to Installing Citrix Receiver on iOS or Installing Citrix Receiver on Android guide respectively. 

Why won’t my application close?

If you have attempted to logoff from myAccess and you are unsuccessful, then close the session by clicking on ‘X’ or as you would normally do on your IOS iPad or Android tablet. 

Why am I presented with the Detect Citrix Receiver window every time I logon to myAccess?

To avoid this window being displayed in your browser, the next time you logon to myAccess:

  1. Click ‘Detect Receiver’

                       

  1. Click the ‘I agree with the Citrix license agreement’ and then ‘Download’. In the Launch Application pop-up box tick ‘Remember my choice for receiver links’ and then ‘Open links’.

 

 

 

Why is my mouse jumping around?

On multi-monitors, the mouse may seem to offset or jump around. In order to resolve this issue, monitors must have the same DPI settings, as different DPIs between monitors is not supported in Citrix XenDesktop and XenApp environments. You can verify the DPI (% scaling) by going to the Windows Control Panel > Display Options. 

In Windows 10, search for settings in start and navigate to System > Display. Selecting Set a custom scaling level will enable changes to the DPI for each display. Select Change size of items and then review the information in the proceeding textboxes. Setting equal number resolves this issue.

Why does my browser download ica files when I access applications within myAccess?

Please check if you have downloaded the Citrix Receiver. To install Citrix Receiver, refer to the User Guides

If you have downloaded Citrix Receiver and are using Google Chrome, clear your cache and cookies to prevent this from occurring. 

I received an SSL error message on my Linux Operating system

If you are using myAccess on a Linux operating system and receive an SSL error message you need to ensure the appropriate root certificates are available to the receiver client. For further information, refer to this guide

Please report the issue to either your local Faculty IT department or contact the IT Service Desk at itservicecentre@unsw.edu.au or call (02) 9385 1333.

How do I terminate or log off my applications when my session is hung?

If you are encountering an unresponsive application and are using Windows, you can use the Citrix Connection Centre to disconnect or logoff from your myAccess session. If you choose to logoff it is important to note that all unsaved data will be lost. If you choose to disconnect, as long as you have:

  • saved your data to the H: drive and
  • reconnected within 4 hours (12 hours for Ansys) your data will not be lost. 

In most instances, to resolve receiver issues you will need to logoff. This is because if you disconnect and then reconnect within 4 hours, Citrix will re-activate your disconnected session rather then generating a new session.

To access the Citrix Connection Centre, right click on the Native Receiver icon located in your systems tray as shown below:  Unfortunately if you are using a Mac you can't logoff, disconnect or terminate your own session. Your session will be automatically logged off after 4 hours or else you can contact the Service Centre

 

Known issues

Known issues

Issues when using Native Receiver

It is highly recommended that you do not access the myAccess applications by launching the Native Receiver on your Desktop or Laptop taskbar. To avoid experiencing any issues, always login to the myAccess service by navigating to the myAccess landing page. https://aaa-access.unsw.edu.au.

If you access the myAccess service using an iPad or Tablet device, you may continue to access the service by clicking on the Citrix Receiver icon located on your Device.

‘External Protocol Request’ message when using Google Chrome

To prevent any further error message in the future, you will need to click on the ‘Remember my choice for all links of this type’ checkbox and click on ‘Launch Application’.

Activate the Citrix plug-in when I use my browser, to download Citrix Receiver

When using a browser, you may be asked to ‘Activate the Citrix plug- in'. If you see this message, click on the ‘Continue allowing’ button as this will allow you to continue to download the Citrix Receiver.

It is recommended that when you download the Citrix Receiver and if you are using Windows or a MAC to access your applications through the myAccess website. 

If you are using an iOS iPad or Android tablet, go to either the Apple App Store or Android Play Store on your device.

 

The application menu on my iPad does not respond on some applications

Be aware, when accessing some applications on an IOS iPad, the application menu may not respond on first touch. Try again and the application will respond. 

It is recommended that you use a laptop or desktop when working with these applications, as this will ensure an optimal experience.

The keypad on my iPad does not respond on some applications

Be aware that the keypad does not automatically appear on your iPad when accessing some applications. You will need to activate your keypad when needed. 

It is recommended that you use a laptop or desktop when working with applications as this will ensure an optimal experience.

Why am I receiving an Initialisation Failed Error Message?

If you recently installed the new macOS Sierra update, you may be receiving the error message below.

In order to resolve this issue, you are required to install the latest Receiver 12.3 for Mac. To access the update, go to the following URL https://www.citrix.com/downloads/citrix-receiver/mac/receiver-for-mac-latest.html and select ‘Download Receiver for Mac’. This download is compatible for Mac OS X 10.9, 10.10, 10.11, 10.12.  If you continue to experience issues, please contact the IT service desk.

Same window displayed for multiple open applications

When opening multiple applications on a MAC IOS using Safari Browser, each window is not displaying the correct icons for each of the open applications and in some cases, the same window appears multiple times. This is a MAC issue however, this should not prevent you from accessing all of the open applications.

Eviews print file to local printer is not working

An issue has been identified when printing a file from the Eviews application to a local printer.  In some cases, it has been reported that the application closes when trying to print.

It is recommended that you save all your work before attempting to print your files. 

We are working closely with the vendor to resolve this issue.

Bentley Multiframe Error Message

When launching Bentley Multiframe, you may notice a minimized error window which occurs due to the hosting of this application within the Citrix environment. You can close this error window by clicking on the cross and it will minimize into the taskbar.