Digita Virtual Office frequently asked questions
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You can open an application through Digita Virtual Office by clicking the
Applications
link in the navigation pane and then clicking the application icon. If you don’t see this link, you don’t have access to applications through Digita Virtual Office.General questions
When I choose File > Open or File > Save As in some applications, a dialog opens that lists folders that are named with a series of numbers. What do these numbers mean?
The folders are named <firmID>.<portalID>. Dialogs like these include a folder for each portal user who has opened the application through Digita Virtual Office. Digita NetFirm administrators who have access to the Utilities section of the Admin navigation pane can determine which portal user each folder belongs to by searching the User Accounts report for a <portalID>.
Which ports do I need to have open on my firewall?
TCP 443 (for https) and TCP 1494 or TCP 80 if you selected the alternate port.
When I try to open an application, I receive a message that the "Connection to the Citrix server is not available." What should I do?
Wait a moment or two and then try again.
I receive a message stating that there was no route to the specified subnet. How can I address this issue?
Press F5 to refresh the screen and click the link to open the application again. If the problem continues, verify that your proxy server is not caching IP addresses or contact the appropriate resource to ask for the current range of IP addresses to exclude from caching.
If you need help, contact your firm’s Digita NetFirm administrator.
When I try to open an application, I receive the message "ICA File Not Found." What should I do?
Delete your temporary internet files or cached files.
How do I stop applications that are running in the Digita Virtual Office environment from closing unexpectedly?
The internet is made of thousands of independent servers that are connected. As data is delivered across the internet from the Digita Virtual Office servers to your computer, it travels through servers owned by third-party telecommunications companies. If one of those servers drops the connection, your Digita Virtual Office session will probably drop with it. We can often resolve the issue by notifying the appropriate provider of the problem. (The appropriate party may be your internet provider, a third-party internet backbone provider, or one of our providers.) Determining where the drop occurs is the first step in addressing this issue.
Various utilities are available for monitoring connectivity issues. For example, PingPlotter (from Nessoft, LLC — pingplotter.com) is an application that allows you to monitor connectivity issues. You can download an evaluation copy of PingPlotter (or purchase a licence ) and use it to test your connection to our server, digitavirtualoffice.co.uk . PingPlotter saves a history of the test data to a file. The reports PingPlotter generates allow you to see which server or router is causing the issue.
note
As a security measure, some servers in our data centres do not respond to test traffic. These servers show up as non-responsive connections, but will pass the test data on.
I was disconnected from an application that was running in the Digita Virtual Office environment and I cannot re-open the application. What should I do?
Disconnects are generally caused by a temporary drop in your internet connection. At times, you may not be able to re-open the application because the server does not recognize that you are connected to the internet. In this situation, you need to force the session to close by completing the following steps.
- In the system tray, right-click the Program Neighborhood Connection Centre icon and choose Open Connection Centre .
- Highlight the server name, which displays as a series of letters and numbers, and click the Logoff button.
- After the logoff process is complete, re-open the application.
It takes a long time for applications to open in the Digita Virtual Office environment. Is there anything I can do to speed things up?
When you open an application through Digita Virtual Office, Digita Virtual Office maps your local printers to our servers. The length of time it takes to complete this resource-intensive mapping process increases based on the number of printers that are installed on your computer. Therefore, deleting unused printers or test printers from your computer may decrease the amount of time it takes to launch applications in the Digita Virtual Office environment.
I usually access Digita NetStaff through a computer that uses multiple monitors. I’m now trying to access applications through Digita Virtual Office using a computer that has only one monitor and I can’t see some of the applications. What should I do?
See Using multiple monitors in the Digita Virtual Office environment for information about avoiding or resolving this issue.
Can I access my local network drives through applications that are running in the Digita Virtual Office environment?
Yes.
Can I copy files from a local network drive to Digita Virtual Office?
Yes. You can copy files up to 4 GB from a local network drive.
Printing questions
When I try to print, none of my printers are listed. What should I do?
Close all applications and then re-open the application.
I cannot see my full printer name when I try to print. What should I do?
Rename your local printer. To do this, choose Windows button > Settings > Printers, right-click the printer, choose Rename from the shortcut menu, and enter a shorter name. (For example, HP LaserJet 4si PCL6e can be shortened to HP 4Si).
When I print, the output is not formatted correctly. For example, there is large blank column on the right side of the page. What should I do?
Try one or both of the following:
- Change your local print driver to either HP LaserJet IIIsi or HP LaserJet 4Si (for HP printers), close all applications that are running in the Digita Virtual Office environment, and then re-open the applications.
- Check to see if your HP printer is supported in the Terminal Server environment by viewing the HP LaserJet Printers Supported in Citrix MetaFrame Environments page on the Citrix website.If your printer is not supported in the Terminal Server environment, it will not work for applications running in the Digita Virtual Office environment. For non-HP printers, check the manufacturer’s website to determine Terminal Server compatibility.
My printer appears to be using a print driver different than what I have set up on my computer. Why is this happening?
Many drivers in Digita Virtual Office are set up to map to alternate print drivers to ensure that you use the most reliable and stable print driver for the environment.