Technical Support

Sometimes you may be able to change the screen resolution of your remote session, with only one option showing in the list.

To resolve this issue, you will need to contact either your IT Helpdesk and/or IT Manager and request for them to complete the following steps:

Sometimes, once you have downloaded the LogMeIn Client and opened it, it doesn’t open the remote session when clicking the app.

If you are having difficulty getting past the Windows login stage through Away From My Desk, there could be a couple of simple solutions depending on the cause of the problem.  

At this stage, you need to be entering your Windows login details. These are the details you enter when you first get to your PC at work. If you are unsure what these details are, you will need to contact your IT support or manager. Our team do not know your Windows login details as we are an external company.  

If when you click ‘Remote Control’ at the dashboard nothing happens or you seem to get stuck it is likely that something is happening, but it’s just hiding!

At this stage, what should be happening is that an app called LogMeIn Client should be downloading; this app is what will hold the remote session, so it is important you open this and don’t decline it or ignore it.

Everyone’s PC and browsers are different and so there are several variations of the next step, so please ensure you read all of the guidance provided below.

If a message stating that your keyboard cannot be identified appears when you insert your token, like below, this means that your computer thinks your security token is a keyboard. This is nothing to worry about and all you need to do is close this window by clicking the red circle in the top left-hand corner.

If you are unsure why Away From My Desk is displaying your PC as ‘Switched Off’, read the steps below to find out why this is happening and how to resolve this.

If you are having issues using your token then please see the guide below:

If your work PC has two monitors, you will be able to use both of these monitors via Away From My Desk. 

If you have only one monitor at home, you will need to switch between the two screens at work, but if you have two screens at home you will be able to view both screens, as you would at work. 

Our service allows the screen at the work computer to be blanked. Having a blank screen at the work computer is essential for privacy and confidentiality of many things but most importantly patient data.

Sometimes the remote session can disconnect. Please see below the potential causes and how to fix this issue.

A lot of our customers need to listen to dictations through their remote session. It is possible to listen to sound that is playing on the work PC, through the remote session on our PLUS upgrade at just £12 +VAT per PC, per year.  

 If you would like to upgrade to PLUS so that you can listen to sound through your remote session, then please contact our technical support team. 

Our service allows you to print documents from your work PC, to your remote location. This means when you are working from home, you can connect your work PC to your home printer through the remote session.  

To be able to print at home, you will need to upgrade to our PLUS version at just £12+VAT per PC, Per year. If you would like to upgrade, please contact our technical support team today. 

If when you are working through Away From My Desk, certain apps or documents won’t open, it is usually because you have two screens at your work PC and these apps or documents are opening, but on your other screen. 

Sometimes having changes made to the work PC can affect your Away From My Desk access. Please read the tips below if you have had any changes to either PC. 

Unfortunately, at present smart card use through Away From My Desk is not supported. This is because our service simply shows a live image of the screen at work and so plugging the smart card into the home PC will not establish a connection between the smart card and the work PC. 

We are hoping this is something we will be able to support in the future. 

Although the smart card use isn’t supported, you can still access your clinical system via Away From My Desk. 

If someone is using the PC at the surgery, you won’t be able to connect to that PC. 

This is because our service shows you a live image of the screen at the surgery and so anything you do through the remote session will happen on the actual work PC, and vice versa.   

Sometimes you may not be able to open a remote session through Away From My Desk due to the operating system (OS), not being compatible with the software we use. We use LogMeIn Client for our remote access, this is the app which runs your remote session.  

When you remote onto your work PC, you see a live image of the screen as it is at work. For most Windows PCs, the first step to get onto a PC is to press Control, Alt and Delete. This means that when remoting onto your work PC you must press Control, Alt and Delete to get to the next stage. 

If the screen in your remote session is too small or too blurry, there are a few tools you can use to help this. Read the steps below to find the optimal screen resolution for your session. 

Your remote session can often run slowly for a couple of reasons, which can be easily resolved. Below are some possible reasons and solutions for speed issues in the remote session.