What are the Frequently Asked Questions in Virtual Labs?

Where can I save data on Virtual Lab?

I can’t access my files or save to my local drive while using Virtual Lab.  How do I change the access granted for my local drives?

How do I access my files using a file path in programs such as R, SAS, SPSS, M Plus, etc?

Which web browsers are recommended?

What are the hours of operation?

Do I need a reservation?

What applications are available?

I have lost connection. Is there a way to restart that application session?

Are there limits on length of time in an application session?

Is there a maximum connection time?

Is there a limit to the number of users who can access VL at one time?

Can I open the same application multiple times in the same session?

How do I request a new application to be added?

When I access my home files, how secure is the connection?

Who manages Virtual Lab?

How do I uninstall the Citrix Receiver software?

How do I log off the VL website?

My session freezes whenever I try to open multiple applications at the same time.

Do I need to be logged into Virtual Lab in my browser to use Virtual Lab applications?

 

 

 

 

 

 

Where can I save data on Virtual Lab?

Mapping to drive letters on your home computer is automatically done every time you log in to your VL session. You have access to all your mapped drives and USB flash drives within the application you are running as long as you permit access when writing to your application. These drives are used like any other network drive. You can work on your file in your session and then save it to your home drive.

ITS Labs recommends you save all data and information to your home desktop, a USB flash drive, or a mapped network drive. Any data you save to your virtual application Documents folder will be erased 15 minutes after you close out of the application. There is no way to retrieve these files after they have been erased. Click data storage for more information.

NOTE: ITS Labs recommends checking Do not ask me again for this site and selecting Permit all access to always allow all read and write access to files on your home desktop, network drives, and USB flash drives.

 

I can’t access my files or save to my local drive while using Virtual Lab.  How do I change the access granted for my local drives?

For Windows Users, whenever you start a program via Virtual Lab, the Citrix Receiver icon (a black icon with white arcs on it like a wifi signal) will come up in your toolbar at the bottom right near the time. Right click that icon and choose “About”. Then click the “Advanced” tab to access the menu. Click “Connection Center”. When the “Connection Center” comes up, your current session should already be highlighted. On the right, under “Session Security”, you can see all of the security settings for Citrix accessing your computer. The first one is called “Files”. Change this to full access. This should allow you to access and save your files.

Click here to see screenshots of this process.

For Mac users, you will need to change the settings and restart the program for the changes to take effect.  To change these settings, click “Preferences” in the Citrix Viewer toolbar.  Under the “Devices” tab, changes access to “Read and write”.  When you restart the program, these changes will take effect.

Click here to see screenshots of this process for Mac users.

 

How do I access my files using a file path in programs such as R, SAS, SPSS, M Plus, etc?

This problem occurs because when using Virtual Lab, the program defaults to the harddrive on our servers.  However, you should be able to correct this by using the following format:  “//Client/C$/User/…”.  “//Client/” tells it to go to the client’s (your) computer.  From there, you can use the file path associated with your personal computer.

 

Which web browsers are recommended?

Internet Explorer and Mozilla Firefox are the web browsers that interface the best with the VL Citrix Receiver software, and are recommended for use by ITS Labs.

At this time the browsers that use the Java plug-in (Safari and Google Chrome for example) have difficulty interfacing with the receiver and work intermittently. ITS Labs suggests that if you are having any difficulties accessing the VL through one of the Java plug-in browsers, try Mozilla Firefox or Internet Explorer.

 

What are the hours of operation?

Except for minimal weekly maintenance downtime, VL runs 24/7.

 

Do I need a reservation?

No. Reservations are not necessary in VL. However, there are limits to the number of licenses for each application. A message will alert you if the maximum license limit has been reached.

 

What applications are available?

Click list of applications.

 

I have lost connection. Is there a way to restart that application session?

Yes. If you reconnect your browser within 15 minutes of the time you lost connection (this does not include logging off your session) you will be reconnected to your previous session, exactly where you left off.

 

Are there limits on length of time in an application session?

Yes. There are several different limitations on length of time and number of applications that can be opened. If you reach these limits, you will automatically be logged off your application session without warning, but you may recover your session within a specific time window. See section below for further details.

 

Is there a maximum idle time?

If your virtual application is idle (your home desktop does not detect any interaction between your keyboard and mouse on your virtual session) for 30 minutes, you will be disconnected without warning. You have 15 minutes from the time you were disconnected to connect your browser and recover the session in which you were working. After 15 minutes, your session (any data that was saved to your virtual application or any processing that was being performed) in that application will not be recoverable.

 

Is there a maximum connection time?

The maximum connection time for a virtual application session is 8 hours of continuous usage. (Continuous usage being your virtual application is not idle for more than a 30-minute time span.) Once you have reached 8 hours, you will be disconnected from your session without warning. You have 15 minutes from the time you were disconnected to connect your browser and recover the session in which you were working. After 15 minutes, your session (any data that was saved to your virtual application or any processing that was being performed) for that application will not be recoverable.

 

Is there a limit to the number of users who can access VL at one time?

Each application has a license limit to how many users can run concurrently. If you cannot access an application and you get an error message similar to the one below, try again later. ITS Labs personnel are monitoring usage and adjusting license numbers as appropriate.

If you try reconnecting several times and still receive an error message, click here for help.

 

Can I open the same application multiple times in the same session?

No. You can only open one instance of an application at a time. However, you can open multiple windows within one instance of the program if the program supports that function.

 

How do I request a new application to be added?

There are 2 ways to submit a request. If you are logged on to Virtual Lab will will notice on your homepage a Request Sofware button. Complete the requested information. You may also submit a Help Request ticket by logging in with your Onyen. On the Help Request page under “Type of help needed,” select “ITS Computer Labs” from the Choose an Issue menu, and select either “Maintenance Issue” or “Usage or Software Problem” under Choose a Secondary Issue. Then at problem description, enter as much information as possible, (be sure to specify that the request is for Virtual Lab, include the application name, reason, number of licenses you possess, when you need it installed, etc.). We will do our best to accommodate your needs.

 

When I access my home files, how secure is the connection?

When you access your home files from your virtual application, you are the only user who has access to the files. Users only have access to the drives on the computer they are using when they access Virtual Lab.

 

Who manages Virtual Lab?

Information Technology Services

Jeremiah Joyner – Manager, ITS Labs, ITS Franklin

Email – its_labs@unc.edu

 

How do I uninstall the Citrix Receiver software?

Make sure your internet connection to your home desktop is terminated and you have logged off your virtual session and closed out your virtual applications.

For Windows,

  • Click on Start menu > Control Panel > Add/Remove Program
  • Find Citrix Receiver – web under program names and click on it.
  • Remove the program by clicking on Uninstall.

Once you have removed the receiver software, you can install it again at another time if needed.

For Macs,

  • Download the Citrix receiver at http://receiver.citrix.com/Downloading.htm.
  • Open the “CitrixReceiverWeb.dmg” file and select Uninstall Citrix Receiver.
  • Once the Citrix Receiver has been uninstalled, you can select Install Citrix Receiver to reinstall the Citrix Receiver.

Once you have removed the receiver software, you can install it again at another time if needed.

 

 

 

How do I log off the VL website?

  • Click on the Log Off icon in the upper right-hand corner on the Virtual Lab website.
  • Close out your virtual applications as you would close out applications on your home desktop, by going to File>Exit or clicking on the “X” in the top right corder in the application.

 

My session freezes whenever I try to open multiple applications at the same time.

While you can use multiple Virtual Lab applications at the same time, we recommend opening the applications one at a time.  Wait for one application to load and open before trying to open another application.

 

Do I need to be logged into Virtual Lab in my web browser to use Virtual Lab applications?

No. Once you open an application from your browser, you no longer need to be logged into Virtual Lab in your browser unless you want to open another application. The web browser will time out after 15 minutes of being inactive, but this will not affect your Virtual Lab application.