Help and FAQs

Getting started

1.1 Connecting to RAS

The service can be accessed from a web browser anywhere via the following URL: http://ras.ncl.ac.uk. However, before clicking on this link there are a few things you should know:

  • At the login page you must log on using your University user name and password (you do not need to specify 'campus' in front of your username name).
  • Once you've successfully logged in, you'll see various applications which you can open and use. RAS is a web based service so you only need to single-click in order to open the applications.
  • You may need to install the Citrix Receiver to enable the full functionality of RAS

1.2 Installing the Citrix Receiver

Please visit Installing the Citrix Receiver.

If you experience problems installing the client, see FAQ 1.3 – Uninstalling the Citrix Receiver

 

1.3 Uninstalling the Citrix Receiver (Windows only)

To uninstall and remove all traces of previous Citrix clients download the Receiver Clean-Up Utility

Once downloaded right-click on the ReceiverCleanupUtility and 'Run as Administrator', follow through the prompts and once completed restart your computer.

After the computer has restarted you should be able to access RAS without needing to install any additional software by using the HTML5 client.

 

1.4 Accessing RAS with Google Chromebooks

From August 2014 RAS is now supported on Google Chromebooks. To access the system please use the HTML5 client.

 

1.5 Accessing RAS with Firefox (Not currently supported from version 52)

If you are running Firefox version 52 or greater, you will currently be unable to use the citrix client and will need to use the HTML view. This is due to firefox depreciating the NPAPI protocol.

If you are using version 30 to 51, see below for instructions

Due to a bug in Firefox plugin security, users will need to change the options for the Citrix plugin after installation. Enter the text about:addons in the Firefox address bar, and press ENTER.

Click on Plugins and change the security on all Citrix plugins to always activate, then RAS applications will launch as normal.

 

1.6 Accessing RAS with Mac OSX 10.8 (Mountain Lion)

Native Client:

You need to ensure your Gatekeeper settings are configured to allow applications downloaded from 'Mac App Store and identified developers'. These settings are located in System Preferences > Security & Privacy > General.

Gatekeeper Settings

After installation if you are prompted to enter your email address in the Citrix Receiver, click Cancel.

Mac Receiver Email

 

1.7 Accessing RAS with Internet Explorer

RAS is supported on Internet Explorer 10 and above. If you are using an earlier version you will need to upgrade Internet Explorer or use another web browser.

Users of Internet Explorer should also refer to FAQ 3.2 to set up RAS as a trusted site.

1.8 Accessing RAS using the Citrix Receiver from August 2014

Users who have previously installed and configured the full Citrix Receiver, either on a computer or mobile device, with the previous version of RAS will need to delete the account and re-add it to connect.

Example of Citrix Receiver:
Windows 8 RT Image 5 

Specific instructions for each varient of the Citrix Receiver can be found at Installing the Citrix Receiver.

1.9 Accessing RAS from NHS networks

Users connecting from NHS networks may experience problems with RAS. Citrix requires an uninterrupted stream on port 443 to our access gateways, and filtering on the NHS/N3 network prevents this from working correctly.

This issue can either manifest as the applications not loading, errors about connecting to the server or errors about the certificate for our access gateways being modified by a proxy server, and is therefore untrusted by the Citrix Receiver client, or the connection itself is entirely blocked with errors such as Protocol Driver error

The solution requires intervention from an IT administrator for the NHS network in your area; a whitelist exception needs to be added to any proxy servers/firewalls for traffic to and from ras-gateway.ncl.ac.uk (IP address 128.240.0.67). Also, due to NHS computers using an older version of Internet Explorer that doesn't support the HTML5 client, you will need to ensure that the Citrix Receiver is installed on your computer.

Please contact your local NHS IT support for all issues where you cannot get a connection

How do I use RAS

2.1 How do I access and transfer files using RAS?

Please visit Accessing Documents and Drives

2.2 How do I print from RAS?

Local Printers:
In most cases, printing from RAS should be a fairly straight-forward process, the system automatically detects your local default printer. Your local printer will be identified as "Your Printer Name (from Your Computer Name) in session X"

Remote printing is not available when using the HTML5 client. To enable this feature you need to install the Citrix Receiver.

If you have problems with printing please ensure that the printer you wish to connect to is set as the default on your local machine before connecting to RAS. You should also upgrade to the latest Citrix Receiver, available from the RAS homepage. If after all these steps the printer does not show up in the list of printers it may mean that your printer driver is not compatible with RAS and is unlikely to work, please try upgrading your Citrix Receiver to the latest version (available from the RAS login page) as each new release of the Receiver improves printer support.

The following printers have know incompatibilities with RAS:

  • Lexmark/Dell Printers
  • HP 'PhotoSmart' Printers
  • Older Epson printers
  • Most all-in-one Printer/Scanners. 

2.3 How do I give RAS access to my local files?

To access resources from your local computer through RAS, you need to give permission within the Citrix Receiver.

Windows:

Launch an application on RAS.
Right-click on the Citrix Receiver  icon on your taskbar, click on About, click on Advanced, click on Connection Center.
Alternativley, right-click on the Citrix Receiver  icon on your taskbar, click on Preferences, click on Plug-in Status, click on Connection Center.

Select File Security settings and change this as required to give Full Access.

Citrix Client File Security

Citrix Client File Security

Mac:

Launch an application on RAS.
Click on the Citrix Viewer menu and select Preferences.

 Citrix Client File Security

Select Always for Read and Write for the drive labeled as C.

Citrix Client File Security

2.4 How do I change the Keyboard, Mouse and Regional settings?

These settings can be configured from the Accessibility folder in RAS.

2.7 How do I access my local drives in RAS when using Linux?

You need to enable the drive in your local ICA Client settings.

In a terminal window, type: /usr/lib/ICAClient/wfcmgr
This starts up the ICA Client manager.

Click Tools, Settings and from the drop-down box select Drive Mapping. Select the drive letter you wish to enable and select the enabled check box. Add the local Unix path you wish to appear as the drive letter then click Apply and OK
The next time a RAS session is started this drive mapping should take effect.

2.8 How do I get access to the Active Directory tools via RAS?

You need to logon to RAS with your s-id. This will give you access to an additional folder called SysAdmin Tools and the Active Directory tools are located here.

2.9 How do I map to another network drive or share?

Launch My Drives from RAS.
Click Map Network Drive from the toolbar and enter the path required. You will then need to press F5 (or refresh the window) for the drives to become visible.

NB: Your H Drive will automatically be mapped and labeled as 'Documents'

2.10 How do I access internal Newcastle web pages?

There are three web browsers installed on RAS, all of which can access internal web pages.

2.11 How do I run Inventor through RAS?

When you run Inventor for the first time, you will be asked to enter a path for the Undo Directory. Enter
c:\users\a12345\local settings\temp (replacing a12345 with your username)
as the path to the Undo directory.

If you have already entered an incorrect path and are unable to load Inventor please contact the IT Service Desk on x5999 or email it.servicedesk@ncl.ac.uk to have your profile reset.

2.12 How do I access my local drives in Filezilla?

To access your local mapped C drive type in \\client\c$ in the 'Local Site' address bar in Filezilla then press Enter.
You can also substitute the letter before the dollar sign for any additional local drives on your computer.

Dealing with errors

3.1 You have not chosen to trust 'UTN-USERFirst-Hardware, the issuer of the server's security certificate (SSL error 61)'

Windows:
First ensure that your computer is fully up to date with patches available from Window Update and that you have the latest Citrix Receiver installed (available from the RAS logon page). If you still get this error then please click to install the Terena Root Certificate . You will be asked to install the certificate, please do so accepting all the defaults.

Mac:
If you are using the older Citrix Client please place a copy of the Terena Root Certificate in
/Applications/Citrix ICA Client/keystore/cacerts
If you are using the newer Citrix Client place the file in
/Library/Application Support/Citrix/keystore/cacerts

Linux:
The root certificate needs to be present in your ICA Client keystore directory. Please download the Terena Root Certificate  and place it in the relevant directory based on where you installed the Citrix Client /usr/lib/ICAClient/keystore/cacerts or /home/USER/ICAClient/linuxx86/keystore/cacerts.

3.2 'Unable to run launch.ica' / 'Do you want to open or save launch.ica'

Firstly you need to install the Citrix Receiver software. This is available for download on the RAS logon page.

If you are using Internet Explorer, please ensure you have the latest version of the Citrix Receiver installed. Previous versions are reported to cause problems with Internet Explorer.
Once the Receiver is successfully installed you should also add https://ras.ncl.ac.uk and https://ras-gateway.ncl.ac.uk to your trusted sites, as this will prevent the following dialogue from being displayed.

Launch ICA Popup

To add RAS to your trusted sites in Internet Explorer, click on the Settings icon, then Internet Options. Click on the Security tab, Trusted Sites, then Sites. Ensure https://ras.ncl.ac.uk and https://ras-gateway.ncl.ac.uk are entered in the website field then click Add. You may need to close and relaunch Internet Explorer for the setting to apply.

Internet Explorer Options Trusted Sites Trusted Sites

If you continue to receive this error message when using the 64-bit edition of Windows we recommend using the 32-bit version of Internet Explorer.

This message can also be generated by your Internet Explorer security settings if you have Windows XP Service Pack 2 or greater installed. Please ensure that 'Do not save encrypted pages to disk' is unchecked. You can find this under Internet Options, Advanced.

Finally, if you continue to experience problems, please see FAQ 3.16 to reset your file associations.

3.3 ICA file not found

If you receive this error you need to clear out your cookies and temporary internet files as your local cache has become corrupted.

3.4 The Citrix windows launches, then closes after 'Negotiating Capabilities'

If the Citrix window disappears after attempting to launch an application, then your local settings have become corrupt. You need to remove the ICAClient from within your profile folder. On XP this will be located within C:\Documents and Settings\<username>\Application Data and on Vista / Windows 7 this will be under C:\Users\<username>\AppData\Roaming
You may need to have hidden folders shown to view these; see Guide for XP and Guide for Vista / 7 here.

You can also use the HTML5 Client. See FAQ 1.3 for instructions on uninstalling the Citrix Receiver.

3.5 You receive the error 'Published resource shortcuts are currently disabled'

If you receive this error you need to clear out your cookies and temporary internet files as your local cache has become corrupted.

3.6 The operation has been cancelled due to restrictions in effect on this computer

If you get this error then please contact it.servicedesk@ncl.ac.uk to have your RAS Profile reset.

3.7 You receive the error 'Cannot connect to the Citrix Presentation Server. Proxy detection failure:.PAC script HTTP download failed: Connect failure'

If you are using a University computer off-campus then un-tick the proxy settings from your browser as the PAC file isn't available off-campus.

3.8 You receive the error 'Outlook Cannot be opened or 'Cannot start Microsoft Outlook'

If you receive this error it means your Outlook Navigation pane settings have become corrupt. Close down all applications within RAS and open the application 'Reset Outlook NavPane'. Once Outlook has opened, please close it again and open Outlook via the normal icon

3.9 Your exchange server administrator has blocked the version of Outlook that you are using

This means that you are trying to run the Outlook application when you have access only to Outlook via the web (OWA).

3.10 My Outlook profile has become corrupt, how do I delete it?

Open the Manage my Outlook Profile application. Click on Show Profiles, click on Remove and then click OK. Now when you run Outlook again, it will build a new profile for you. You will have to re-configure Outlook to look the way you are used to having it.

3.11 Photoshop - The currently selected scratch disks are almost full

If you receive this error, please ensure that you have adequate free space available in your University H Drive (Documents Folder). Photoshop uses your H Drive to store temporary files.

3.12 You receive an error regarding an ActiveX control

You may receive the following or similar error message when using RAS:
'Internet Explorer has blocked this site from using an ActiveX control in an unsafe manner. As a result the page may not display correctly'
We recommend that when using RAS off-campus you ensure that it is configured as a Trusted Site in your Browser.
To do this in Internet Explorer; Click on the Tools menu, Click on the Internet Options menu option, click on the Security tab, click on Trusted Sites, click on Sites, type in https://ras.ncl.ac.uk, click Add, click Close, click OK.

If RAS is not configured as a Trusted Site, an information/messages icon will appear on the RAS webpage to inform you.

3.13 The remote session was disconnected because there are no Terminal Server License Servers available to provide a license. Please contact service administrator

If you receive this message the Terminal Server License on your machine may have become corrupted. Please follow the steps below to fix. You will need administrator rights to do this, if you do not have them please contact your local IT support.
Open RegEdit
Create a backup of the MSLicensing registry key and its subkeys on the computer, and then remove the original key and subkeys by doing the following:

  1. On the computer, navigate to the following registry subkey: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSLicensing
  2. Click MSLicensing
  3. On the Registry menu, click Export Registry File
  4. In the File name box, type mslicensingbackup, and then click Save
  5. If you need to restore this registry key in the future, double-click mslicensingbackup.reg
  6. On the Edit menu, click Delete, and then click Yes to confirm the deletion of the MSLicensing registry subkey
  7. Close Registry Editor, and then restart the computer
  8. When the computer is restarted, the missing registry key is rebuilt.

3.14 Citrix Receiver Configuration Manager: No value could be found for (Client Hosted Apps) that satisfies all lockdown requirements

You might receive this error message when trying to launch an application after upgrading the Citrix Receiver. Follow the steps below to fix this error.

  1. Right-Click and download the file below to a location on your computer. 
    C‌lient Hosted Apps Fix
  2. Do not run the file directly from your Web Browser as this can result in the program failing. Instead, browse to where you saved the file and double-click on it to run it. Click 'Run' if prompted; you may also be asked to enter the password for an account with Administrator permissions.
  3. Once completed, retry your connection to RAS.

3.15 The backspace key does not respond when using Citrix Receiver for Android

You can resolve this issue by changing the keyboard options within Citrix Receiver.

  1. First, close down any RAS sessions on the Android device
  2. On the main Citrix Receiver screen, tap on Settings
  3. Tap on Keyboard
  4. Switch Enable client IME to on
  5. Tap the 'Back' button to return to the main screen

3.16 All applications on RAS open the same application on my computer

When opening any application on RAS you may find that your computer tries to run the same application on your computer each time; for example Notepad or Internet Explorer. You can follow the following instructions to reset your file associations for the Citrix Receiver:

  1. Open Control Panel
  2. Unless it is already done, change the View by option to Small icons (top right of the window)
  3. Click Default Programs
  4. Click Associate a file type or protocol with a program
  5. Find .ica in the list
  6. Highlight it and click Change program (top right of window)
  7. Windows 8 Users - Click More options scroll down and click Look for another app on this PC
  8. Browse for the file C:\Program Files (x86)\Citrix\ICA Client\wfcrun32.exe (or C:\Program Files\Citrix\ICA Client\wfcrun32.exe if you are using a 32bit Operating System)
  9. Click Open – then OK

3.17 The server sent a security certificate identifying 128.. (SSL Error 59)

This error occurs when the security certificates issues by RAS are not presented to your web browser; this can be caused by a browser plugin installed on your computer or by a firewall/proxy server on your network.

We have had reports of computers with the Wajam software installed experiencing this error. Please check your installed software via Add/Remove Programs or Programs and Features in the Control Panel, and uninstall the Wajam software from your computer if present.

Users of NHS Trust computers will need to speak to their local IT support to have the following sites whitelisted from the proxy filters; ras.ncl.ac.uk and ras-gateway.ncl.ac.uk

 

3.18 SSL Error 59 - The server sent a security certificate identifying ras-gateway...

Users connecting using an old version of the Citrix Receiver may receive this error.

You can either uninstall the Citrix Client from your computer and use the HTML5 Client, or install the latest version of the Citrix Receiver from the RAS home page.

 

3.19 You receive the error 'The Remote SSL peer send a handshake failure alert' or 'Cannot connect to the Citrix XenApp Server. SSL Error 4: The operation completed successfully' or 'Cannot connect to the Citrix XenApp Server. SSL Error 47: An unclassified SSL network error occurred'

Please uninstall citrix reciever and install the version linked from ras.ncl.ac.uk, instructions can be found here.

 

3.20 'You have chosen not to trust QuoVadis Root..." 

Mac Users
Please take note of the ending of the certificate name, for example "QuoVadid Root CA 3 G3". Please follow the instructions from apple here. When it asks you to select "Category list" please select "System Roots" from the top left of the window.

Windows Users
Please try installing the root certificate by clicking here, opening the file, selecting install and following through accepting any prompts. You may also need to uninstall and re-install the Citrix client.

 

3.21 Sound on RAS 

Due to the resource requirements, sound output is not supported on RAS. As an alternative, a large number of the applications currently available on RAS are also available for download, please see the software deals  page for information on what is available.

3.22 Access to learningonscreen.ac.uk 

Due to license restrictions we are unable to provide access to learningonscreen.ac.uk via RAS. This website can be accessed within the UK from your normal browser outside of RAS, attempts to access via RAS will throw a 404 Page Not Found error or similar.

Leave Feedback