Hospital Sisters Health System
Support Information and Links
REMOTE WORKER HOTLINE: 1-833-503-0426
HSHS Help Desk Line: 1-877-403-4357
System Requirements
Windows 10 v1809 or higher, with Google Chrome 77.x or later
Mac OS X 10.13 or higher, with Safari
iOS devices running iOS 11 or later
Android 5.0 or later
Team Viewer for Windows Application - Windows Remote Helpdesk Support
Team Viewer for Mac Application - Mac Remote Helpdesk Support
Active Directory Password Reset – Standard User Logon Password
Cisco AnyConnect Application – Cisco Virtual Private Network

Known Issues and Work Arounds
The below information and work arounds are provided “as is” to address the issues specified - Please use at your own risk...
If you have questions or concerns, please contact the HSHS Helpdesk for assistance.
Issue Work Around
Windows 10 Workstation - VMWare Horizon application crashes randomly with error message containing the following:

VMWare Horizon View unrecoverable error (main)
Exception 0xc0000005 (access violation) has occurred
The following “hotfix” client is provided by VMware for Windows systems experiencing this issue.

Click here to download Hotfix 5.2 for Horizon Client

Installation instructions are the same as for the standard Windows client.

NOTE: If you are not experiencing this issue, it is still recommended that you download the current production client from “Remote Application Clients” section below.

The Windows Store (UWP) Horizon client has several known issues and limitations:
  1. It has issues with properly detecting mouse and keyboard activity resulting in “idle disconnects” at 60 minutes despite use.
  2. It lacks the ability to launch multiple applications at the same time
  3. In certain scenarios the keyboard and or mouse will go unresponsive.
  4. Device functionality is very limited.
    1. Printing is unreliable
    2. Scanning is unreliable
    3. Microphones and Speakers may not work
We recommend that you uninstall the UWP client, and install the full Windows Horizon client from the links at the “Remote Application Clients” section below.

Microsoft provides the following instructions for uninstalling Windows applications here:
https://support.microsoft.com/en-us/help/4028054/windows-10-repair-or-remove-programs

Windows 10 “S” mode forces the use of the Windows Store (UWP) Horizon client with the known issues above.

You can check whether you're using "S" Mode by heading to Settings > System > About and scrolling down to the Windows Specifications. If you see the words "In S mode" in the edition line, you are running in "S" mode.
While running in “S” mode on your device is at your discretion, you may experience the issues noted above. If you find the limited functionality unacceptable, you can switch out of “S” mode to allow installation of the full Horizon client.

Please note that per Microsoft: “Switching out of S mode is one-way. If you make the switch, you won't be able to go back to Windows 10 in S mode.”

Microsoft provides instructions for switching out of “S” mode at the following link:
https://support.microsoft.com/en-us/help/4456067/windows-10-switch-out-of-s-mode

Users are unable to change their password going through https://home.hshs.org
Expired passwords may return “invalid credential” messages to users


Due to a limitation of the software, passwords cannot be changed through the https://home.hshs.org site. As a work around, users can log in and change their passwords through https://rdcitrix.hshs.org/vpn/index.html

Users are prompted for being “idle” and then subsequently disconnected even when they are actively working in an application.

Time Expired

Despite following the instructions, the session still disconnects.
There is a bug in the VMware client, that if the setting for “Extend the local IME to hosted applications” is checked that windows doesn’t properly interpret mouse clicks and keyboard inputs as activity.

This setting should be off by default, however in some cases it may have been turned on. To check this:

Settings

Then select “Applications”

Uncheck Extend

The work around at present is to UNCHECK the “Extend the local IME to hosted applications” as seen above and then start a new session. This allows normal idle detection to function.

When signing back in to https://home.hshs.org and launching a new Horizon application, users find that any Horizon disconnects their existing sessions.

No error message or other notification is presented, rather it appears that the session is simply gone. This issue only occurs if the home.hshs.org page is closed or times out between application launches.
It is the current behavior of the Horizon client that when it starts what it perceives to be a “new session” that it will disconnect any currently connected sessions. We are pursuing a fix from the vendor, but in the mean time we have the following work around:

First launch your horizon application. Then right click on the Horizon Icon (white cloud on green background) on your taskbar and go into the settings:

Settings

Then select “applications” and then select “Reconnect behavior” and set to “Reconnect automatically to open applications”.

Reconnects

This doesn’t prevent the disconnection, however it should cause your applications to immediately reconnect.


Remote Application Clients
***Information and Disclaimer***
These instructions are provided as a convenience for users and devices outside of HSHS. If using an HSHS provided device, please contact client services to ensure proper configuration of those devices.

Non-HSHS provided devices and networks may offer complications that will prevent successful connection, or otherwise hinder normal operations. You may be referred to your personal/local IT support, or your internet service provider, if it is determined to be a problem outside of the HSHS environment.

Please use at your own risk. If you have issues installing the Citrix or Horizon Client, or problems with the clients themselves, the HSHS helpdesk may not have the tools to assist or troubleshoot. HSHS does not hold responsibility for issues caused by the installation of the client software.
Applications are launched from https://home.hshs.org

For a good remote user experience, HSHS recommends a stable internet connection with a minimum of 3 Mbps download.

First, select your domain from the dropdown menu.

Domain Select

This setting can be remembered by checking the “Remember this setting” checkbox.

Enter HSHS network username and password and click “Sign in”

Credentials

If you accidentally selected the wrong domain, clicking “Change to a different domain” will return you to the previous screen
If not already installed, clients for Horizon, or Citrix can be downloaded below.
Horizon Client Information
Horizon Windows Horizon Mac OS Horizon Mobile Devices
(Chrome OS, Android and Apple)

Installation instructions for
Windows



Installation instructions for
Mac OS



Workspace One Installation
Instructions


Click here to download "VMware Horizon Client for Windows"

on the Horizon Client download page
Click here to download "VMware Horizon Client for Mac"

on the Horizon Client download page

The above instructions allow
access to both VMware Horizon,
and Legacy Citrix Applications
on Apple and Android devices

Legacy Citrix Client Information
Citrix Windows Citrix Mac OS Citrix Mobile Devices

Installation instructions for Windows


Installation instructions for Mac OS


See Mobile Devices “Workspace One
Installation Instructions” linked above


Latest Public Citrix Client Links


Client Download For Mac OS


Jabber Client Information
Jabber for Windows Jabber for Mac OS

Click here to download Jabber for Windows


Click here to download Jabber for Mac