FAQ

 

 

 

Welcome to our FAQ page.

Here you can find answers to some of the most common questions we are asked about our services:

Q:  HOW DO I LOG IN TO MY WORKPLACELIVE DESKTOP?

A: How you log in to your Hosted Desktop depends on which type of Desktop you run. WorkPlaceLive offer two types of Hosted Desktop, RDP and Citrix. If you are unsure which type of Desktop you are using, you can either ask your system administrator, or our Service Desk can help you.

 RDP

You should have been provided with an RDP icon when you started with your company. If not, you will need to ask your system administrator or our Service Desk to supply you with one (our service desk will need permission from your authorised administrator to provide this). This will have been setup with the configuration details that you need in order to access your Hosted Desktop.

This Icon can be copied to any Laptop, PC or Mac and will keep the configuration details. You can do this by saving the Icon onto a USB stick, External Hard Drive or similar, or by emailing it to an email account you have access to. Then you simply need to supply your username and password to log on from wherever you are.

To access your RDP Desktop from a mobile device, you can use the RDP app, which can be downloaded from the app store. Your system administrator should be able to direct you to this, or again, the Service Desk can provide assistance. Once installed on your mobile device, you will need to enter the configuration details provided by your System Administrator / our Service Desk. once this is all set up, you simply sign in with your username and password, and you can use your Hosted Desktop on your mobile device, in exactly the same way you do from your desktop PC.

 CITRIX

In order to access your Citrix Desktop, you will first need to install the Citrix Receiver onto your Laptop, PC or Mac. you can do this here: https://www.citrix.co.uk/products/receiver/

When you download the receiver, it will automatically detect whether you are using a Windows or Mac device. Once downloaded, you will need to run the file, click start and agree to their terms and conditions. 

Once the receiver is installed, use your web browser to access your Citrix login portal. This should have been provided to you when you started with your company.  If not, you will need to ask your system administrator or our Service Desk to supply you with the URL (our service desk will need permission from your authorised administrator to provide this). 

Once at the portal, you simply need to enter your username and password. Simply follow the above steps for any desktop device you wish to access your desktop from.

To access your Citrix Desktop from a mobile device, you can use the Citrix app, which can be downloaded from the app store. Your system administrator should be able to direct you to this, or again, the Service Desk can provide assistance. Once installed on your mobile device, you will need to enter the configuration details provided by your System Administrator / our Service Desk. once this is all set up, you simply sign in with your username and password, and you can use your Hosted Desktop on your mobile device, in exactly the same way you do from your desktop PC.

Q:  WHERE CAN I USE MY WORKPLACELIVE DESKTOP?

A:The simple answer is ‘anywhere with an internet connection’. Your Hosted Desktop is designed to be used across any device from wherever you are, so that your system is always available to you.

The most frequent places we are asked about are:
  • From another office – YES provided you have access to an internet connection

  • From home – YES provided you have access to an internet connection

  • Whilst Travelling (for example on a train) – YES provided you have access to a dongle or Wi-Fi connection

  • From abroad –YES provided you have access to an internet connection, our services are available worldwide.

Q:  CAN I CONNECT FROM MORE THAN ONE DEVICE?

A: For security reasons, your Hosted Desktop can only be accessed from one device at any time. If you connect from another machine or device, your original connection will be severed, to ensure only one connection is active.

You can however access your email from multiple devices, so if you wish to have your emails on your smart phone or tablet, this will not effect your main Hosted Desktop connection.

Q:  CAN I ACCESS MY EMAIL WITHOUT MY DESKTOP / OUTLOOK?

A: Yes, we provide a Webmail service to allow you to access your email without logging on to your desktop or installing Microsoft Outlook.

To access this, you can use the ‘Customer Webmail Login’ Link at the top of our website. Alternatively, use the following link from any browser: https://exchange.wpl3.com/owa

You can then login to your email using the same username and password you use for your remote desktop.

Q:  HOW DO I CHANGE MY WORKPLACELIVE PASSWORD?

A: How you change your password will depend on the level of system access that you have, and what password protocols have been set up for your company. If you are unsure what type of user you are, contact your System Administrator or the Service Desk, who will be able to assist.

STANDARD USERS (Via the WorkPlaceLive Desktop):

From within your WorkPlaceLive Desktop, click on the Start Menu and navigate to Windows Security. Choose the Change Password option.

You will need to comply with any minimum requirements have been set on your system (for example minimum of 8 characters) and will prompted if you do not meet the relevant criteria.

STANDARD USERS (Via the WorkPlaceLive Control Panel):

Using the URL and login credentials you have been provided with, log in to the WorkPlaceLive Control Panel. If it is your first time logging in, you should set your Challenge Message, as this will enable you to reset your password if you forget it. 

To do this, navigate to Challenge Message on the right of the screen, and select your challenge message from the list, enter your answer into the Challenge Response field and click Update. You will be the only person who knows the Challenge Message that you selected and the Challenge Response that you gave; if you lose or forget this information, you will need to contact your System Administrator to reset your password for you. 

To reset your password from within control panel, from the login screen navigate to Change Password.

You will need to comply with any minimum requirements have been set on your system (for example minimum of 8 characters) and will prompted if you do not meet the relevant criteria.

If you forget your password and have created the challenge response as above, from the login screen, select Forgot Password and enter your User Login Name (your email address). You will now be prompted with the Challenge Message that you set up. Complete the required response and you will be able to reset your password.

Again, you will need to comply with any minimum requirements have been set on your system (for example minimum of 8 characters) and will prompted if you do not meet the relevant criteria.

PASSWORD ATTENDANT USERS

In any web browser, go to https://passwordattendant.com

  • To set up your security questions: log in using the log in credentials you have been provided. On first login, you will be prompted to set three security questions. Choose from the options provided and provide the necessary answers, and click Enrol.
  • To change your password: From the login screen, choose Change Password and enter your current username and password. You will be asked to enter your current password in order to create a new one. You will need to comply with any minimum requirements have been set on your system (for example minimum of 8 characters) and will prompted if you do not meet the relevant criteria.
  • To reset a forgotten password or unlock a blocked account: From the login screen, click on Reset Password or Unlock Account dependant on your issue. You will be prompted for your username, and then asked to complete the three security questions previously setup. After correctly answering these questions, you will be able to reset your password. You will need to comply with any minimum requirements have been set on your system (for example minimum of 8 characters) and will prompted if you do not meet the relevant criteria.

EMAIL ONLY USERS

From within the Outlook Web Application, Navigate to Options and choose the Change Password option.

You will need to comply with any minimum requirements have been set on your system (for example minimum of 8 characters) and will prompted if you do not meet the relevant criteria.

For both STANDARD USERS and EMAIL ONLY USERS, if you have forgotten your WorkPlaceLive Password, you will need to contact your System Administrator (Authorised User) to change your password. Due to security restrictions in place in line with the new GDPR security requirements, WorkPlaceLive are unable to change your password for you.

SYSTEM ADMINISTATORS (Authorised Users)

Using the URL and login credentials you have been provided with, log in to the WorkPlaceLive Control Panel.

Navigate to the user who’s password needs changing and click on their Display Name.

From the list on the right hand side, choose the Change Password option.

You will need to comply with any minimum requirements have been set on your system (for example minimum of 8 characters) and will prompted if you do not meet the relevant criteria.

Q:  DO YOU OFFER SUPPORT FOR LOCAL HARDWARE?

A: Whilst not included with the support for your Cloud System, we are able to offer support for local hardware and devices.

Request for local support need to come from your System Administrator (Authorised User), and would incur support charges at the rate agreed in your contract with WorkPlaceLive.

For more information on these charges, you can contact your System Administrator, our Service Desk or your Customer Account Manager.

Q:  CAN I USE YOUR HOSTED TELEPHONE (VOIP) SERVICES ON MY MOBILE?

A: Absolutely! The Media5 app (available from the app store) will allow you to use our Hosted Telephony service from your mobile. This app is compatible with both Android and Apple devices.

For assistance in setting this up, please contact our Service Desk.

Q:  I DELETED A FILE! CAN YOU HELP?

A: Don’t Panic! We take daily backups of your files, which are kept on our system for a minimum of 30 days (or more if our enhanced backup services have been taken up).

Our service desk will be able to help you recover your deleted file. There is a small administrative charge for this, so all requests will need to come in via / be approved by your System Administrator / Authorised User.

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