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If the Remote Desktop App is not working, there are a couple of things you can try first before contacting the Respax Service Desk. First it is important to note that there are 2 different types of Remote Desktop Icons that you may have, some have what they call a Respax Desktop App Icon (Pic1) or some may have a Remote Desktop Session Icon (Pic2), see below. |
Respax Desktop App Icon
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Respax Desktop Session Icon
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Instructions
Step 1.
Regardless of what Icon you may have, you can still try logging into the respax desktop app as another user.
Everyone should have more than one RDS User to login into the Respax Desktop. The user logins may look something like the following: FNQ _1@ad.respax.com or FNQ _2@ad.respax.com. If you don’t know what they are ask your site manager.
Navigate to the 3 Dots and select Subscribe
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Select Use Another Account
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Enter another user login (remember to check with your site manager if you don’t know it)
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Enter the password and then select sign in.
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Another Respax App should now appear. Double click on the App and then trying logging into the desktop application with your staff username and password. If you do not have the Respax App Icon, you may see another Respax Desktop Icon appear. Double click on that Icon and see if it logs you into the windows session where you can access the respax application from there.
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If your still having issues, try another user login. If all user logins do not work you can try step 2.
Or if one of the other user logins do work, continue working away in only that user login and advise the team at Respax Service Desk so we can investigate the logins that are not working.
Step 2.
If you are unable to open the Remote Desktop App session on your local computer or if you are getting any error messages, please follow the documentation here to reinstall the Windows Desktop Client. Note: Make sure you uninstall the Application first. You can do this by unsubscribing.
Step 3.
If none of the above steps have worked, please contact Respax Service Desk so we can investigateThe ResPax Desktop Application (R4A) is hosted on a Remote Desktop Server (RDS). Note that Remote Desktop is provided and maintained by Microsoft Azure. The application can be launched either via the ResPax App or the ResPax Desktop icon within the Remote Desktop environment (
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If you are unable to access the ResPax Desktop Application through Remote Desktop, please follow these steps before contacting the ResPax Service Desk:
Instructions
If you have double clicked on either of the icons below to access ResPax Desktop app but are unable to, the first step is to try a different user login. For example, the green arrows in the screenshot below indicate that this client has two user logins (a default user login and a backup user login). If you have tried both user logins but are still unsuccessful, please check with your ResPax Champion or administrator if there are any more logins available.
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If you have ascertained that there are more user logins available but they do not appear as above, then you can add them by following the instructions on this documentation - How to add a Remote Desktop Backup User.
If you have completed Steps 1 and 2 and are still having issues, you may try unsubscribing all users connected in your Remote Desktop.
a) Click on the 3 dots and select Unsubscribe on each of your connected user.
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b) You may follow the instructions through this documentation - How to add a Remote Desktop Backup User.
If the above steps still does not address the access issue, you may uninstall the Remote Desktop software from your computer as a last resort.
a) Before uninstalling the software, please remove all of the current users by unsubscribing them. Follow the steps above.
b) Once you have removed all users, you can proceed to uninstall the Remote Desktop software.
c) Select the Windows Start button (the 4 blue squares) and type in Remote Desktop. When your app appears, right click on the Remote Desktop app and select Uninstall.
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d) Finally, to check if the software has been completely removed from your computer, go back to the Start button (the 4 blue squares) and type in Settings. Now click on the Settings option to open the next screen.
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e) Click on Apps and then on the right-hand side, you will see a list of installed apps. Find Remote Desktop and then select the 3 dots to Uninstall if it is still visible.
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The next step is to reinstall the software - Install Azure Remote Desktop ResPax Application
If none of the above steps work, please contact the ResPax Service Desk so we can investigate further.