Unable to access the ResPax Desktop Application

Owned by support_howto
Last updated: 26 Jun, 2024
3 min read

The 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 (image-20240626-224505.png ).

If you are unable to access the ResPax Desktop Application through Remote Desktop, please follow these steps before contacting the ResPax Service Desk:

Instructions

  1. 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.

image-20240521-033507.png

  1. 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.

  1. 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.

image-20240520-004951.png

 

b) You may follow the instructions through this documentation - How to add a Remote Desktop Backup User.

  1. 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.

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.

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.

  1. The next step is to reinstall the software - Install Azure Remote Desktop ResPax Application

  2. If none of the above steps work, please contact the ResPax Service Desk so we can investigate further.