Troubleshoot sign on problems

If you have trouble remotely connecting to your InTouch Access Anywhere server, verify network connectivity and your web browser version by viewing the InTouch Access Anywhere demonstration site:

http://intouchaccessanywhere.com

Unable to reach the InTouch demonstration site

If you cannot access the InTouch demonstration site, verify your network connectivity:

• From a desktop computer, use the Ping command to verify the connection to the Secure Gateway or Access Anywhere servers. Third party tools exist for some mobile devices to provide equivalent functionality.

• From a Windows computer, try logging on to the InTouch Access Anywhere server directly using a standard Remote Desktop Connection client. You must be able to log on using standard Remote Desktop Connection client before you can log on to an InTouch Access Anywhere server.

Unable to view the InTouch demonstration application correctly

If you can access the demonstration site but not view the InTouch application correctly, verify your web browser.

• Are you using a supported InTouch Access Anywhere web browser? For a list of supported browsers, see About InTouch Access Anywhere Supported Browsers.

• Browser extensions or add-ons may inject JavaScript code into web pages. If the InTouch application is inaccessible or not working properly, disable or uninstall any active browser extensions or add-ons. Then, restart your web browser to ensure the extensions or add-ons are no longer active.

Able to view the InTouch demonstration application

If the demonstration site appears and you can successfully launch the InTouch demonstration application, you have network connectivity and your browser is compatible with InTouch Access Anywhere.

• If you cannot reach the InTouch Secure Gateway by its domain name, try using its IP address.

• If you cannot reach your InTouch Access Anywhere server by its domain name, try using its IP address.

Assistance from your IT department

If your are still experiencing logon problems, contact your IT department to get more information about the following:

• Ask your IT department if the port numbers you entered to log on to the Secure Gateway and Access Anywhere servers are correct. The default ports are 443 for the Secure Gateway and 8080 for the Access Anywhere server.

• Ask your IT department to verify the InTouch Access Anywhere service is running.

• Ask your IT department if you are a member of the Remote Desktop Users group on the InTouch Access Anywhere server? You must be a member to access the InTouch Access Anywhere server with a Remote Desktop Connection client.

• Ask your IT department if a trusted certificate is required for the InTouch Access Anywhere Secure Gateway or the InTouch Access Anywhere Server.