A likely fix for these slowdowns is to restart the desktop.

• Go to Start Menu -> Shut Down.

• Select Restart from the drop down menu.

The SureDesk will shut down and you will have to wait a few moments for the SureDesk to restart before you can launch the Citrix viewer again.

Also if you notice that Windows updates are available to install, installing these updates will help as well.

The SureDesk is a Work in Progress

Computers are not quite like TVs - when you turn them on, you actually intaract with your computer in many ways.  This takes some training, both for the computer and for you.

For our part the SureDesk is a balancing act to find the optimal balance between four separate goals: performance, cost efficiency, flexibility and security.  Our commitment is to provide solutions that to the greatest extent possible provide the best of each of these goals.

Most of you will have had years of training with your physical PCs, Macs and Laptops.  We've worked very hard to make the SureDesk as similar as possible, but it's just a little bit different in some ways and a little bit the same in others. 

The better you can understand the SureDesk, the better the experience is likely to work for you.

Please keep in mind:

• The SureDesk does not exist anywhere that you can touch it. We rely on "virtualization" technology to assemble your SureDesk from servers that deliver Memory, Processing Power and Applications that are all stitched together to present you with a "virtual" desktop.

How this is different from what you may ...

How to Setup SureMail on Android or other devices.

1. You can sync with a Microsoft Exchange Server 2003 Service Pack 2 (SP2) or Microsoft Exchange Server 2007.
2. On the All application menu click Mail.
3. Then, on the Choose a mail provider screen, click Microsoft Exchange ActiveSync.
4. Enter the Exchange ActiveSync account details and then click Next.
5. Select the type of information you want to synchronize and then click Finish setup.
6. Note that your corporate Exchange Server must support auto-detect for the phone. Consult your systems administrator

Fill in the following

USING NT4

Email: Your email
Server: mail.thoughtbus.com
Domain: ENOMIA
UN: Your username
PW: Your Password

SSL: YES

USING UPN

Email: YoureEmail
Server: mail.thoughtbus.com
Domain: <leave blank>
UN: Your username
PW: Your Password

SSL: YES

1. Shutdown the desktop and restart it.
2. Go get coffee (Optional).
3. This should fix the problem.
4. If the problem persists contact solutions@suretech.com

Wireless setup of Exchange ActiveSync: Windows Mobile 6.0 Standard

Pre-requisites for wireless setup

You will need the following items to get started:

-          Thoughtbus mailbox

-          Active Internet connection to Windows Mobile Smartphone

Wireless ActiveSync setup

1. Ensure that your wireless device is in an area with good data network reception.
2. From your main screen, choose Start

3. Then, choose Messaging:

4. On the next screen, select Add ...

1.  Log in using your Username, Password and Domain.

2. After logging in it will ask you to download the Citrix program.  Select the checkbox to agree to the Citrix license agreement and select Download.

3.  Download the file, which is called DesktopReceiver.msi.

4.  After the download click Run.

5.  Click Yes to allow USB support.

6.  Click Install.

7.  After the installation is completed click Close. 

8.  A bar will appear at the top of the browser. You will need to right click the bar and select run program.

9.  You must restart the computer for the changes to take effect. You will be given an option to restart now or later.

10.  Log in again.

11.  When you first log in it will ask you if you want to allow access to the local drives and if it should ask you again the next time you log in. Select Allow access and Never ask again.
 

Windows has arcane and complicated rules about mixing letters, numbers and symbols in at least 8 characters.  Windows also has annoying rules about not repeating your password.

These rules are currently enforced for your protection.  We are considering more relaxed rules in the future.  For now we apologize for any inconvenience, but are glad for the upside which is your passwords must be secure.

To reset your password on a windows machine you need to press ctrl-alt-delete simultaneously on a windows keyboard.

On a Mac the command is ctrl-cmd-del if you have an extended keyboard. (del in this case is the delete key in the home/end key group on an extended keyboard)

If you have a compact keyboard or a laptop keyboard you don't have this extended del key (not the main delete/backspace key). 

Sending the command on a compact keyboard

The first trick is to select "enhanced keyboard support" from the Keyboard menu in the Citrix ICA Client navigation at the top of your window.

Once this is selected press fn-ctrl-alt-delete and you should get the login manager popup. (in this case alt is the same as the option key and delete is the main delete/backspace key)

From that window just select the "change password" button.

Please see the Windows Password Rules FAQ

Introduction

Entourage 2008 provides a number of cosmetic and functional upgrades to Entourage 2004, but in terms of setting it up to connect with your SureMail Exchange mailboxes, there is very little difference. These instructions show you how to set up Entourage 2008 to connect to your SureMail mailbox.  With Entourage 2008 linked to SureMail, youll have access to your SureMail e-mail and your organizations Global Address List. In addition, your Entourage Address Book will be synchronized with your Contacts, and your Entourage Calendar will be synchronized with your Exchange Calendar.  Also, when you invite other SureMail users in your organization to meetings, you can view their free/busy information.

In addition, youll have read/write access to Public Folders from Entourage 2008. Note that you will only be able to see and use Public Folders that store mail items, contacts, and calendars not those that store notes or tasks. For full access to Public Folders, log on using Outlook Web Access at https://outlook.suretech.com . -- please note this is only available on Exchange 2003, not on Exchange 2007.

Setting up Entourage 2008

Everybody's heard the buzz, but most people I talk to are confused about how to understand "The Cloud." Even for many that understand the buzz or work with Cloud computers, explaining The Cloud can be daunting.

Cloud Explanations and Illustrations

I usually explain it using a napkin network diagram of the internet which is ...

2.      Select User Accounts from the control panel

3.      Another window will pop up.  Select User Accounts again

4.      Select Change My Password

First, go to https://outlook.suretech.com and log in to your SureMail account.

Next, type https://outlook.suretech.com/OWA/<user's email address>/?cmd=contents&f=Calendar

in the address bar of your browser and their calendar should appear.

To fix this, look towards the top of the browser and find a bar that says:

"This website wants to run the following add-on: 'Provision Networks Load and License Manager Client from 'Provision Networks'..."

All you need to do is click on the bar and allow it to download and install the add-on. After the add-on is installed you should be able to login using SureDesk.

Type https://my.suretech.com in the Address bar.

Enter your user name and password in the SureDesk login screen and you will have access to your files.

Note: The printers that you have available on your SureDesk will change depending on the computer you are logging in from.  

Network Drives (S:)  The SureFiles Shared Disk Storage (S:) is the file server drive or SureFiles that everyone has access to based on permissions the client has us set up. 

Other:  These drives are local drives to your computer rather than SureFiles.  The names of these drives change depending on the computer you are using.

If you save a file to your computer rather than on your SureFiles, you would find it in one of the Other drives.

If this happens, you will only be able to access that file on that physical computer.  

To move it to your C: drive or S: drive so you can access it from anywhere, simply copy it to either your C: drive or the shared S: drive.

Note that this copy is doing an upload over the internet, but once it is on the SureFiles it will be fast to open.

Please contact us at solutions@suretech.com to let us know right away if you are having any connection problems. 

Also, if available, log on to your desktop from another machine. Sometimes the internet connection from one machine can be working better than from another. 

The beauty of SureDesk is your same exact desktop is available from any computer. 

Start Internet Explorer and type https://my.suretech.com in the Address bar.

You will see the SureDesk login screen.

If you see the text in red above that indicates you need to install the Virtual Acecss client, look towards the top of the browser and find a bar that says:

"This website wants to run the following add-on: 'Provision Networks Load and License Manager Client from 'Provision Networks'..."

Click on the bar and select Install ActiveX control. You may get the following warning:

Click on the Install button.

You eventually will get the install dialog for the Virtual client

Click the Next button.

The client will install and eventually show the finished dialog

Click Finished and you now should be able to log in to the virtual desktop with your username and password which you should already have.

After you've logged in you should click on the Hosted Desktop icon to launch your desktop.

1. Go to the Control Panel. You can access the Control Panel through the Start Menu.
2. Open up User Accounts.
3. Select Change your password.
4. You will need to put in your old password as well as your new password to change it.
5. Click Change Password and your done.

For information on changing your SureDesk password see here.

 1.  From your SureDesk, position your mouse to the top middle of your window.  You will see a Citrix menu bar appear.  Click on the small keyboard icon as shown below. 

It is highly recommended to change your password from the initial password assigned by SureTech.com and periodacally thereafter.

 2.  Select the Change Password option.

 3. Type in your old password and your new password and hit Okay.

For information on changing your normal Windows password see here.

     2.   Click on "Installation Links" on the side bar

     3.   In the Installation Links page select the appropriate installation link. If the installation you want is not there contact your manager.

     4.   Copy and paste the installation link into a browser to open the installation page.

     5.   Read the instructions and write a name for the computer. Check the "I have received this link from a trusted source" box and hit the "Continue" button.

      6.  The program will be downloaded onto the computer. After it is downloaded follow the installation instructions.

      7.  Once it is done installing check the My Computers page to make sure the computer is listed.

In a domain, the directory resides on computers that are configured as "domain controllers." A domain controller is a server that manages all security-related aspects between user and domain interactions, centralizing security and administration. A Windows Server domain is normally more suitable for moderately larger businesses and/or organizations.

Windows Workgroups, by contrast, is the other model for grouping computers running Windows in a networking environment which ships with Windows. Workgroup computers are considered to be 'standalone' - i.e. there is no formal membership or authentication process formed by the workgroup. A workgroup does not have servers and clients, and as such, it represents the Peer-to-Peer (or Client-to-Client) networking paradigm, rather than the centralised architecture constituted by Server-Client. Workgroups are considered difficult to manage beyond a dozen clients, and lack single sign on, scalability, resilience/disaster recovery functionality, and many security features. Windows Workgroups are more suitable for small or home-office networks.

A domain does not refer to a single location or specific type of network configuration. The computers in a domain can share physical proximity on a small LAN or they can be located in different parts of the world. As long as they can ...

   1.   First you need to go to ViceVersa website to download the ViceVersa program.

   2.   Next run the install program and follow the on screen directions.

   3.   After you first run the program you will need to select the location you want to back up or synchronize and the location you want to put the files you back up or the files you want to synchronize with.

   4.   Next you will have to click on the Change Profile Settings button.

   5.   Then click on Execution. In the "Method" section click on the drop down menu and pick what you want the program to do (Backup, synchronize, ect.)

   6.   You can compare the files in each folder by selecting the Compare button . 

   7.   When done hit Execute.  It will ask you to confirm, click Yes.

   8.   When done click Close.

If your Blackberry is activated on a Blackberry Enterprise Server, it has the ability to wirelessly synchronize the contents of your main Outlook folders, including any mail-enabled folders (like your Inbox or Sent Items folders), your Contacts folder and any of its subfolders, and your Calendar, Tasks, and Notes folders. This is a significant improvement over the standard Blackberry Internet Service functionality, which only allows for synchronization of your Inbox and its subfolders.

The process of configuring your device for Enterprise Service is called Enterprise Activation.  The activation portion is performed on your device and requires only your email address and a single-use activation password, which we provide you with after youve requested enterprise service with us.

Note:  The activation password that we send you via email expires after 48 hours, so if it has been longer than that since youve received it; please contact us for a new one.

Before you begin, check the following to prevent any potential problems.

1. Correct Service

First you should make sure you have the right service.

Finding out if you have the correct service

2. Backing up and Blackberry Desktop Manager

You will need to make sure the information on your Blackberry is backed up, and make sure your Blackberry Desktop Manager will not interfere with the process.

Backing up and the Blackberry Desktop Manager

3. Security Wipe

Performing a Security Wipe of a ...

1.  Select the Tools Account Settings... menu.

2.  Double click on Microsoft Exchange.

3. Click on More Settings ...

4. Select the Advanced tab, then check the Download shared folders (excludes mail folders) checkbox.

5. Finally click Ok, Next, Finish, and Close.

  1.  To change your password, connect to at least one of your shared drives.

  2.  Then click this link -> https://10.0.14.97/password.

  3.  You will get an error message from your browser about the security certificate. In Internet Explorer 7 click Continue to this website.  In Internet Explorer 6 click Yes you want to proceed.

IE 7 (above) and IE 6 (below)

      In FireFox click Or you can add an exception.

FireFox

      Then click Add Exception...

      After the new window pops up, click Get Certificate, then Confirm Security Exception.

  4.  You may be asked to log in to the webpage. Use your SureFiles user name and password.  For your SureFiles user name include the word suretech with a backslash (\).  So in the log in your user name should look like suretech\yourusername.

I. Ensure that you are securly connected to SureFiles

Before you begin insure your Secure Connection to SureFiles is connected.  To determine your connection is established you will see the following "lock icon" in your taskbar:

If you do not see this icon, double-click on the Citrix Access Gateway lock icon on your desktop and log in.  If there is no icon on your desktop please follow the instruction on setting up your secure conection to SureFiles.

Mapping you SureFiles Drive

1.  Open "My Computer" from your "Start Menu->My Computer" or by using your "Windows + E" key shortcut.

2.  Cick on your "Tools" menu and select "Map Network Drive..."

3.  SureTech.com has set up two different drives you will map to.  First is a Corporate Drive and second is your own Personal Drive.  The Corporate drive contains folders for different departments in your organization such as Finance, HR, Technology etc...  Your Personal drive is empty by default but allows you to create folders and files as you wish.  For simplicity and consistancay we recommend that you use the drive letters "S" and "P" for these drives.  S stands for "Shared" and  and P stands fir "Personal", however you may use any available letter if these drive letters are already mapped to a different location.

Mapping your Corporate drive 

     1.  Select the "S:" from the drop-down for your drive letter.  ...

1.  Click this link to download the Citrix VPN plugin.

2.  Enter your User Name and Password* and clck the "Log On".

3.  On the next page select click the lock icon.  This will begin the installiation process.

Citrix Access Gateway

4. Select "Run" when you are presented with the following dialog:

5.  Accept the "Citrix Software Terms and Conditions of Use".

6.  Citrix Client Access will begin to install.  When The install is finished you will see the following notification in the lower right-hand corner of your screen.

7. If (and it probably won't)the client prompts you with the following error message: Type key.suretech.com (Press Enter).

 * If you do not have your User Name or Password please contact your Account Administrator.

After you successfully connect to SureFiles please click here for instructions on how to map your shared drives.

Outlook 2007

Setting up your IMAP Account with Outlook 2007

1.  Open Outlook and Select Tools->Account Settings from the main menu.

2.  Select "New" from the "Account Settings" window.

3.  In the new "Add New E-mail Account" window, insure that "Microsoft Exchange, Pop3, IMAP, or HTTP" radio button is selected and click "Next"

4. Select the "Manually configure server settings or additional server types" checkbox in lower left corner of the window then click "Next".  (You will provide your name, e-mail address etc... on step 6)

5.  Ensure the "Internet E-mail" radio button is selected then click "Next".

6.  Provide your name, e-mail address, server and login information in the fields provided.   (Please contact your Account Manager or solutions@suretech.com  if you do not have any of the information).

Note to AOL, MSN, Earthlink users:  Many ISPs, including America Online, EarthLink, and MSN, will not allow access to an external SMTP server. This is most commonly implemented by blocking traffic to port 25, the SMTP port. You may work around this restriction by using port 2525 instead.  Click here for instructions to change you SMTP port.

 7.  Click the "Test Account Settings" button.  You should see the following confirmation:

Click "Next" to finish the E-mail Setup Wizard.  If you have any problems setting up your account, please ...

(iPhone firmware v. 2.0 only)

Introduction

This procedure walks through configuring an iPhone for synchronization with your SureMail mailbox via Exchange ActiveSync.

ActiveSync will wirelessly synchronize your mail folders, your contacts, and your calendar with your iPhone.

Note that only one ActiveSync account can be set up on each device. 

Setting up the mail Account

1.     On the iPhone, choose Settings, and then choose Mail, Contacts, Calendars.

2.     Choose Add Account

3.    

Part 1 - Creating a new Profile

1.  Click the Start button choose Control Panel, and on the left-hand pane, click Classic View.  Then choose Mail from the list of options:

2.  Next, click "Show Profiles":

3.  Next, you will come to the following screen, which may or may not have a pre-existing profile.  Either way, click Add:

p

and give your profile a descriptive name...

Part 2 - Configuring Your Account

1.  If you are setting up Outlook 2007 for the first time, you will see the following two screens; click Next on the Outlook 2007 Startup screen, and then answer Yes to the question of whether youd like to set up an email account.  If youve used Outlook 2007 before, youll jump straight to the screen in step 2.

2.  This next screen is entitled Auto Account Setup.  Here, youll want to enter your name and your email address, and then click Next.

3.  You'll see the following screen for a few moments:

You'll now ...

(2)   Click the Find User button.

(3)   Enter the first few letters of the name of the person whose folder you want to open, and click Find.

(4)   Highlight the persons name, and click Advanced

(5)   Here, you need to modify the name of the Exchange server.  It defaults to mail.thoughtbus.com, which youll want to replace with https://outlook.suretech.com/exchange/ {The email address of the person whose calendar you are opening}.  Or, if you are not using SSL, use http://... instead of https://....

Example:

John.Smith@abc.com has granted Mary.Smith@abc.com permissions to his calendar folder.  In order to view it, Mary must follow the steps above, and at step 5, she will enter https://outlook.suretech.com/exchange/john.smith@abc.com as her Exchange server name.

Hit the OK button to get out of the Advanced screen, and then hit it again to get back to your original screen.

(6)   Choose the type of folder youd like to open, and hit OK.

(7)   You will now see the desired folder in your Views.

Once you click the Options button, youll see the following screen, on the left side of which is the Change Password option.  Click this, and youll see an area where youre prompted for your old and new passwords:

Once youve filled in these fields, click Save, and you should be all set.

If you are running Outlook or Entourage, please close them down and restart them. You will need to update your password on any of your mobile devices (cell phone, PDA, etc.).

1. Call conference only works with 3 way calling on hard phones.  Soft phones can reportedly handle up to 10 simultaneous calls
2. Currently it is not possible to automatically hit dial and successfully call a number from the Caller ID list - these must be redialed manually.
   

Key Training Issues

1. BUTTONS DO NOT DIAL AS YOU PUSH THEM:
   • Its almost like email: when you enter a phone number the system then SENDS the phone number to connect you. 
   • The phones are sensitive to the TIMING of your pushing the buttons.  Dialing 3 or 4 digits and then pausing can result in a failed cal.  
   • To control this you can change the delay before dialing preferences setting.
2. BLIND vs MANAGED call Transferring
3. RING OUT
4. FIND ME FOLLOW ME
    

 Pending Configuration Items

1. Outbound call forwarding setup

IP Phone User Guide - Mailbox, Mute and Hold Buttons

Dialing a Telephone Number

Activate a dial-tone prompt one of four ways:

·         Lifting the headset

·         Press the speaker button

·         Press an empty line button

·         Press the headset button (only when a headset is connected)

Enter the phone number using your ...