Virtual Office CS or SaaS frequently asked questions

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You can open an application through Virtual Office CS or SaaS by clicking the Applications link in the navigation pane and then clicking the application icon. If you don’t see this link, you don’t have access to applications through Virtual Office CS or SaaS.

General questions

The folders are named <firmID>.<portalID>. Dialogs like these include a folder for each portal user who has opened the application through Virtual Office CS or SaaS. NetFirm CS administrators who have access to the Utilities section of the Admin navigation pane can determine which portal user each folder belongs to by searching the User Accounts report for a <portalID>.

TCP 443 (for https) and TCP 80 TCP 1494 if you selected the alternate port.

Wait a moment or two and then try again.

Press F5 to refresh the screen and click the link to open the application again. If the problem continues, verify that your proxy server is not caching IP addresses or contact the appropriate resource to ask for the current range of IP addresses to exclude from caching.

If you need help, contact your firm’s NetFirm CS administrator.

The internet is made of thousands of independent servers that are connected. As data is delivered across the internet from the Virtual Office CS or SaaS servers to your computer, it travels through servers owned by third-party telecommunications companies. If one of those servers drops the connection, your Virtual Office CS or SaaS session will probably drop with it. We can often resolve the issue by notifying the appropriate provider of the problem. (The appropriate party may be your internet provider, a third-party internet backbone provider, or one of our providers.) Determining where the drop occurs is the first step in addressing this issue.

Various utilities are available for monitoring connectivity issues. For example, PingPlotter (from Nessoft, LLC — pingplotter.com) is an application that allows you to monitor connectivity issues. You can download an evaluation copy of PingPlotter (or purchase a license ) and use it to test your connection to our server, netlinksolution.com . PingPlotter saves a history of the test data to a file. The reports PingPlotter generates allow you to see which server or router is causing the issue.

Note: As a security measure, some servers in our data centers do not respond to test traffic. These servers show up as non-responsive connections, but will pass the test data on.

Disconnects are generally caused by a temporary drop in your internet connection. At times, you may not be able to re-open the application because the server does not recognize that you are connected to the internet. In this situation, you need to force the session to close by completing the following steps.

  1. In the system tray, right-click the Program Neighborhood Connection Center icon and choose Open Connection Center .
  2. Highlight the server name, which displays as a series of letters and numbers, and click the Logoff button.
  3. After the logoff process is complete, re-open the application.

If the steps above do not resolve the problem, try using the Log Off Applications utility.

When you open an application through Virtual Office CS or SaaS, Virtual Office CS or SaaS maps your local printers to our servers. The length of time it takes to complete this resource-intensive mapping process increases based on the number of printers that are installed on your computer. Therefore, deleting unused printers or test printers from your computer may decrease the amount of time it takes to launch applications in the Virtual Office CS or SaaS environment.

See Using multiple monitors in the Virtual Office CS or SaaS environment for information about avoiding or resolving this issue.

Yes. You can copy files up to 4 GB from a local network drive.

Printing questions

Close all applications and then re-open the application.

Rename your local printer. To do this, choose Windows button > Settings > Printers, right-click the printer, choose Rename from the shortcut menu, and enter a shorter name. (For example, HP LaserJet 4si PCL6e can be shortened to HP 4Si).

Try one or both of the following:

  • Change your local print driver to either HP LaserJet IIIsi or HP LaserJet 4Si (for HP printers), close all applications that are running in the Virtual Office CS or SaaS environment, and then re-open the applications.
  • Check to see if your HP printer is supported in the Terminal Server environment by viewing the HP LaserJet Printers Supported in Citrix MetaFrame Environments page on the Citrix website.

    If your printer is not supported in the Terminal Server environment, it will not work for applications running in the Virtual Office CS or SaaS environment. For non-HP printers, check the manufacturer’s website to determine Terminal Server compatibility.

Many drivers in Virtual Office CS or SaaS are set up to map to alternate print drivers to ensure that you use the most reliable and stable print driver for the environment.

Checkpoint questions

First, verify with your Checkpoint administrator that your login information is correct. If the login information that you entered was correct, choose Tools > VO Options > Refresh Product List from within Checkpoint Tools to update Checkpoint Tools with the titles that your Checkpoint administrator enabled for you.

Your firm’s Checkpoint administrator has primary control over the titles you can access. Talk to your firm’s Checkpoint administrator about getting access to additional titles.

You can view a list of the Checkpoint Tools products that your firm has licensed at checkpoint.riag.com. (You’ll need to enter your personal Checkpoint login and password.)

Checkpoint will notify your firm about program updates if your firm’s Checkpoint administrator is set up to receive email notifications when product updates are released. Program updates are not installed in the Virtual Office CS environment immediately; the email notification from Checkpoint includes the date on which the update will be available in Virtual Office CS.

To receive these notifications, the Checkpoint administrator must have the Tools products assigned to his or her Checkpoint user ID in the Checkpoint User Administration System.

FileCabinet CS questions

PPC’s SMART Practice Aids questions

Checkpoint will notify your firm about program updates if your firm’s Checkpoint administrator is set up to receive email notifications when product updates are released. Program updates are not installed in the Virtual Office CS environment immediately; the email notification from Checkpoint includes the date on which the update will be available in Virtual Office CS.

To receive these notifications, the Checkpoint administrator must have the PPC’s SMART Practice Aids products assigned to his or her Checkpoint user ID in the Checkpoint User Administration System.

UltraTax CS questions

Microsoft Exchange spam filtering questions

Check your Spam Quarantine account to determine whether the message was flagged as spam.

You can check the account by clicking the click here link at the bottom of any Spam Quarantine Summary email message.

If you cancel the third-party service, you will need to set the MX records for your domain as follows to continue to receive Virtual Office CS or SaaS Microsoft Exchange email.

a. MailCSI1.westgroup.com (Priority 10)

b. MailCSI2.westgroup.com (Priority 10)

Point your browser to https://spamfilter.netlinksolution.com and log in using your Microsoft Exchange email address.

Note: If you do not know your password, enter your username and click the Create New Password button. An email message will be sent to your inbox that contains a new password and a link to your Spam Quarantine account.

Your spam quarantine username is the same as your email address.

If the spam filter is not catching incoming spam messages, you can add specific email addresses or domain names to a blacklist. For more information, see Allow or block messages from specific email addresses or domain names.

Yes. For information, see Disabling spam filtering.

Email messages are deleted automatically from your Spam Quarantine account after 14 days.

The click here link at the bottom of each Spam Quarantine Summary email message works for only 72 hours. If you click this link in a message that was sent more than 72 hours ago, you will be prompted to enter your username and password to access your Spam Quarantine account.

Related topics

Overview of the Virtual Office CS or SaaS environments

Getting started with Virtual Office CS or SaaS

Printing in the Virtual Office CS or SaaS environment

Downloading Citrix Receiver

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