hands, hovering over a laptop

Working Remotely?

When you are working from home, no matter the reason, Information Services provides the software, tools and assistance you need to get the job done, while protecting UTMB's IT assets. A comprehensive list of resources for working remotely is below.

The UTMB Service Desk stands ready to assist with any of these services, day and night. Contact the team at (409) 772-5200 or (888) 898-2401.

WorkingRemotely_Connections

A Dell laptopAll computers should be protected by antivirus software, and personal Windows computers should be running Microsoft Windows 10. (A free upgrade from Windows 7 to Windows 10 is available from Microsoft.)

UTMB laptops should already be set up to work remotely. If you have one, you should have no trouble getting connected.

Macs should be on a recent version of MacOS X.

Because of security implications, personal Windows computers not capable of running Windows 10 should use the UTMB Citrix storefront exclusively. Using Citrix negates any concerns about operating system compatibility or security of personal computers, and it might be all you need.

Questions? Contact the IS Service Desk at (409) 772-5200 or (888) 898-2401.

Connect through Citrix if:

  • Your home computer is older, or runs an older version of its operating system
  • Your home computer is not protected by anti-malware software
  • You need to utilize a UTMB application that your home computer might not be able to run
  • You don't want to map network drives to your home computer
  • You need to remotely access your UTMB computer

Connect through VPN if:

  • You need to reach a specialized resource or application that may not be available through Citrix
  • You are using a UTMB computer from home
  • Your home computer is modern, meets UTMB standards and is protected by anti-malware software
  • You connect regularly, and mount your UTMB drives on your home computer to use as needed

You don't need to worry with Citrix or VPN if:

  • You need to access the UTMB SharePoint Portal
  • You want to reach any Office 365 resource like Exchange Online, Word, Teams, SharePoint or OneDrive
  • You need to use Skype. As long as you've installed Skype for Business on your personal device, all you need to do is log in with your UTMB credentials
  • Duo Mobile login requests will be sent, and approval required

A Duo login request displayed on an iPhone As a secondary security measure, UTMB requires multi-factor authentication when logging in from off-network. When you are off-network and log into UTMB's VPN, Citrix, or Office 365, you will receive a Duo Mobile login request ( via push notification) on your mobile device. All you need to do is tap Approve, and we'll know it's you.

The Duo Mobile app must be installed on your mobile device in order to receive Duo login requests. Get more information. Have a new mobile device? Contact the Service Desk to get Duo activated.

For additional assistance, please contact the IS Service Desk at (409) 772-5200 or (888) 898-2401.

Citrix logo

Because of security implications, employees with personal devices running non-supported operating systems such as Windows XP or 7 should make every effort to access UTMB resources through the UTMB Citrix storefront at https://storefront.utmb.edu.

Citrix provides an easy and secure way to access many of our online applications and resources, including:

  • Remote Desktop to your on-campus UTMB computer
  • Microsoft Office applications with access to H and S drives
  • Programs such as Epic, Kronos, Online Training and Employee Self Service

Personal computers require the installation of the Citrix Workspace application. Download it here: https://www.citrix.com/products/receiver.html

Here's a step-by-step guide on accessing the UTMB Citrix storefront. Duo multi-factor authentication is required.

Remember that the UTMB Citrix environment is essentially a way to remotely operate a standard UTMB computer. Using Citrix negates any concerns about operating system compatibility or the security of personal computers, and it may well be all you need.

For assistance, please contact the IS Service Desk at (409) 772-5200 or (888) 898-2401.

Cisco AnyConnect iconThe new Cisco AnyConnect Virtual Private Network will gradually replace Pulse Secure, and is now available for self-install to UTMB employees.

  • Your Trusted Requestor must make a Tivoli request for VPN access (Remote Access Group) on your behalf. Access is generally granted within a few minutes of the request.
  • AnyConnect integrates with the Duo multi factor authentication application, so you will be asked to approve a Duo notification each time you log into the VPN.
  • If you are starting from scratch, we recommend enrolling in Duo before installing AnyConnect.

Please contact the IS Service Desk at (409) 772-5200 or (888) 898-2401 for assistance with the VPN client installation.

Planning to access and remotely control your UTMB desktop from your home computer? In addition to utilizing Citrix or VPN plus Duo, you should complete the following:

  • Ask your Trusted Requestor to add you to the 'Remote Desktop OU Group.' If you are not listed in this security group, you will not be able to successfully remote into your UTMB computer
  • Make sure you leave your UTMB computer up and running
  • Know your UTMB computer's tag number and IP address
  • Ensure Microsoft Remote Desktop is installed on your personal computer

Contact the IS Service Desk at (409) 772-5200 or (888) 898-2401 for further assistance.

WorkingRemotely_Communicating

Logo, Skype for BusinessSkype for Business is a great way to hold online presentations, conference calls or video meetings with co-workers at UTMB or colleagues around the world. You can find quick start guides, support information and a list of features on UTMB's Skype for Business site.

For additional assistance, please contact the IS Service Desk at (409) 772-5200 or (888) 898-2401.

logo for ZoomDuring the novel coronavirus pandemic, UTMB faculty began to utilize Zoom as a way to meet with classes online. Below you'll find links to helpful videos and support information.

Can't find your answer there? Please call the IS Service Desk at (409) 772-5200 or (888) 898-2401.

Microsoft Teams logoAn Office 365 offering, and Teams can be thought of as project-oriented collaboration software with a SharePoint back-end. Find it through the UTMB SharePoint Portal (navigate using the 'waffle icon' in the upper left-hand corner).

Contact the IS Service Desk for assistance: (409) 772-5200 or (888) 898-2401.

If your utmb-users-m account is locked, or it's time to change your password, head over to the IS password management page to review the options available to you.

If you require assistance or have questions, please contact the Service Desk at (409) 772-5200.

WorkingRemotely_Troubleshooting

There are myriad reasons why you may experience an issue when connecting to UTMB. If these basic steps don't solve your problem, please contact the IS Service Desk at (409) 772-5200 or (888) 898-2401.

Let's start at your home and work outwards:

  • Confirm that your computer is connected to your Internet Service Provider's equipment or your home network—check the Ethernet cables or Wi-Fi status in your system tray, and try browsing to a web site.
  • If you have a UTMB laptop, it should already be set up to connect to UTMB over Citrix or VPN. (Neither are needed for Office 365 applications.)
  • If you have been issued a new UTMB computer, you MUST log in at least once while on UTMB network before taking the device off-site, so that your profile is cached.
  • If that doesn't happen, you are stuck in a Catch-22 situation: You can’t authenticate to the UTMB domain until connected to VPN, which can’t happen until you log in.
  • The solution is to bring the device back to a UTMB location to connect to UTMB wi-fi or physical Ethernet network so that you can log in.
Hardware
  • It's worth noting that if you are still using the original equipment provided by your Internet Service Provider (ISP), it might be time to upgrade. Standards for cable modems, for example, get updated every couple of years, and older modems get left behind. Contact your ISP to verify your equipment is current.
  • Periodically, Wi-Fi router manufacturers make firmware updates available. These updates usually improve security and can increase performance. It's generally a good idea to keep your router's firmware up to date; review set-up instructions or the manufacturer's web site if you need assistance.
Connectivity
  • Try restarting your computer then testing your connection speed at https://www.speedtest.net or a similar site. If your speeds are low, contact your ISP. If connection speeds improved after the restart, try connecting to UTMB again.
  • In crises like the novel coronavirus pandemic, bandwidth may be in high demand—your ISP may have reached capacity. Unfortunately, UTMB can't help with that. Contact your ISP.
  • Occasionally, there are outages in the region caused by an accidental severing of the fiber-optic network, or something similar. An outage of this type could affect just your neighborhood, a wider area, or some place in between your home and UTMB. 

Duo adds a second layer of security to your UTMB online accounts. Verifying your identity using a second factor (like your phone or other mobile device) prevents anyone but you from logging in, even if they know your UTMB password.

  • If you are enrolled in Duo Mobile, but haven't used it in awhile, your Duo Mobile account may have been deactivated.
  • If you've never enrolled in Duo Mobile, you'll need to take that step now so that you can connect to UTMB.

Contact the IS Service Desk for assistance. We can reactivate your Duo account or assist you with the enrollment process. Call us at (409) 772-5200 or (888) 898-2401.

  • To successfully install UTMB's VPN client software, you must be an administrator on your computer. If you aren't, please contact the IS Service Desk. We will be able to help.
  • If VPN is installed and Duo is working, make sure you've entered your UTMB credentials correctly. You can verify them by visiting https://www.sp.utmb.edu (no VPN needed) and entering your UTMB credentials. If you can log in successfully there, try re-entering your credentials in the VPN client.
  • It's recommended that you connect to UTMB via VPN about once every 30 days, so that your account stays active. If you are having trouble connecting, your account may be inactive. Contact the Service Desk for assistance.
  • UTMB currently offers two VPN solutions, Any Connect and Pulse Secure. Use one or the other, but never both.
  • Contact the IS Service Desk for any other VPN issue. Call us at (409) 772-5200 or (888) 898-2401.

If you have a good Internet connection, you are able to connect to UTMB through the VPN but can't reach the UTMB desktop computer at your desk, read on:

  • Did your Trusted Requestor add you to the 'Remote Desktop OU Group?' If you are not listed in this security group, you will not be able to successfully remote into your UTMB computer.
  • Do you have the Microsoft Remote Desktop client installed on your home computer? That's essential.
  • Try logging into Citrix and using the Remote Desktop software installed there. If that works, there's an issue with your local computer.
  • Are you certain that your UTMB computer is running and on the network? Is there someone in the office who could check?
  • Do you know your UTMB computer's tag number and IP address? You'll need those to reach it.

Contact the IS Service Desk at (409) 772-5200 or (888) 898-2401 for further assistance.

If you have come this far, yet your issue persists, it's probably time to contact the IS Service Desk—we can help. Call us at (409) 772-5200 or (888) 898-2401.

  • The IS Service Desk is staffed with experienced desktop support staff, ready to assist you.
  • When calling the Service Desk, please expect to provide your name, location, phone number and the tag number of your UTMB device. You may be asked questions to verify your identity.
  • One of the tools often employed is remote assistance, which allows the Service Desk staff to control your computer while you watch. You might be asked to visit https://utmb.screenconnect.com and enter a code given to you verbally. This is safe, secure and usually an effective way to provide you with a resolution.
  • Once your issue is resolved, you might receive an email invitation to complete an assessment survey, providing IS with feedback on your experience. We use this feedback to improve our services, and your response is very much appreciated.

WorkingRemotely_Reference

Connect through Citrix if:

  • Your home computer is older, or runs an older version of its operating system
  • Your home computer is not protected by anti-malware software
  • You need to utilize a UTMB application that your home computer might not be able to run
  • You don't want to map network drives to your home computer

Connect through VPN if:

  • You need to reach a specialized resource or application that may not be available through Citrix
  • You have a UTMB computer at home
  • Your home computer is modern, meets UTMB standards and is protected by anti-malware software
  • You connect regularly, and mount your UTMB drives on your home computer to use as needed

You don't need to worry with Citrix or VPN if:

  • You need to access the UTMB SharePoint Portal
  • You want to reach any Office 365 resource like Exchange Online, Word, Teams, SharePoint or OneDrive
  • You need to use Skype. As long as you've installed Skype for Business on your personal device, all you need to do is log in with your UTMB credentials
  • Duo Mobile login requests will be sent, and approval required
  • Administrative Service Request (ASR - Innovation)
  • Angelfish (Web Stats)
  • Archibus
  • Crowe Horwath (Revenue Cycle Operations-RCO)
  • Eclipse Dashboard
  • EPSi
  • ERAD
  • FSA Atlas
  • GECS
  • GHX
  • Hyperion
  • ImageNow/ WebNow/ Perceptive Content/ iNow
  • Innovation Training Registration
  • Jaggaer TCM
  • Kronos
  • Kronos Historical Edits
  • Legal Files
  • Mini URL (for URL creation)
  • MyUTMB
  • Online Directory
  • Parking
  • PeopleSoft Campus Solutions (CS) - MyStar (current students)
  • PeopleSoft Customer Relationship Management (CRM)
  • PeopleSoft Customer Relationship Management (CRM)
  • PeopleSoft Financial Management (FMS)
  • Raiser's Edge
  • RightFax
  • STAT
  • Training Gateway
  • Web Hosting (intranet only)

The applications below are generally hosted solutions or public web pages.

If you have questions about any of this information, please contact the IS Service Desk at (409) 772-5200 or (888) 898-2401.