myAccess | AAA

The service provides a number of benefits including:

• Access to applications 24 hours/7 days a week
• Ability to work where you want at any time as long as you have internet
• Access to applications on a variety of devices
• Improved flexibility in teaching eliminating constraints on space, desktops and application images
• Flexibility of business demand and enhanced disaster recovery in the case of a lab becoming unavailable

When accessing the myAccess service from an iOS/iPadOS or Android device, you may not see a timeout message. 

If you leave your myAccess session idle for 1 hour, you will be automatically disconnected from the session. If your myAccess session remains idle and disconnected for 2 hours total, your session will then automatically end and you will lose any unsaved data. 

It is recommended to save your data to the H: Drive (starting with your zID), although you may also use C: (local drive) and/or external drive/s connected to your device. 

Do not save your data to ANY other location, as your data will be lost when you log off an application. 

You cannot directly access your Moodle datasets from within the myAccess service. It is also not currently possible to directly access your data stored in your UNSW OneDrive account within the myAccess service.

You are able to download your datasets to your computer and then upload them to your UNSW Home Drive (also known as your H: Drive which starts with your zID). Once you have saved your datasets to your H: Drive you will be able to access your datasets via myAccess remotely. 

For further information on how to upload your dataset to your H: Drive to use on myAccess, please refer to the myAccess File Manager - How to save and access your datasets guide. 

For larger datasets (20MB or above), it is recommended that you connect to the campus network to to perform file transfers. 

You must be a current UNSW student or staff member with an active zID to use the myAccess service.

The myAccess service now uses the updated Single Sign On (SSO) experience, like with myUNSW and Moodle.

Enter your zID@ad.unsw.edu.au for the username (for example: z1234567@ad.unsw.edu.au), followed by your UNSW password. You may then be required to approve a Multi-Factor Authentication (MFA) prompt to complete the log in process.

You may experience issues if you last changed your UNSW password more than 12 months ago. Please go to the UNSW Identity Manager website to change or reset your UNSW password: https://iam.unsw.edu.au

More information on Multi-Factor Authentication (MFA) can be found at: https://www.myit.unsw.edu.au/cyber-security/multi-factor-authentication-mfa

You will not be able to save files to your 'My Documents' directory as the myAccess service will automatically redirect you to save your files to your Home Drive (‘H’ drive). To view local drives and other folders you can click the dropdown arrow as shown in the screenshot below.

You will not see local drives if you select Block Access or No Access when receiving a file access prompt from the Citrix Workspace app. Please see "Why do I see a security warning when opening an application?" for more information.

When browsing available storage on a Mac, you may see additional drives. These include your Local Disk C: drive, UNSW H: Drive which starts with your z number (also known as UNSW Home drive) and other external Drive/s. It is highly recommended you select the H: drive (UNSW Home drive) when saving your data.

Please ensure you are using the latest version of the Citrix Workspace app for your Mac. 

Go to the following URL https://www.citrix.com/downloads/workspace-app/mac/workspace-app-for-mac-latest.html to download the latest version of Citrix Workspace and view the compatible macOS versions.

If you continue to experience issues, please contact the UNSW IT Service Centre.

You need to download Citrix Workspace from the appropriate app store first. Go to either the Apple App Store (iOS/iPadOS) or the Google Play Store (Android) on your device to download the Citrix Workspace app.

If you have attempted to logoff from myAccess and you are unsuccessful, then close the session by clicking on ‘X’ or as you would normally do on your iOS/iPadOS or Android tablet. 

If you are encountering an unresponsive application, you can disconnect or log off from your myAccess session. You should first check that your Internet connection is working and stable.

If you choose to log off it is important to note that all unsaved data will be lost. If you choose to disconnect, as long as you have:

• saved your data to the H: drive, and 
• reconnected within 2 hours your data will not be lost. 

In most instances, to resolve hung session issues you will need to log off. This is because if you disconnect and then reconnect within 2 hours, Citrix Workspace will reconnect to your hung session rather then generating a new session.

Please follow the below instructions to log off a hung session. If you are unable to follow the below steps, your disconnected session will be automatically logged off after 2 hours. Otherwise, please call the UNSW IT Service Centre for further assistance. 

Windows

1. Locate the Citrix Workspace icon in the Taskbar Notification area (found near the date and time on your display).
   
   
2. Right-click the Citrix Workspace icon and select Connection Center.
   You may need to click the "Show hidden icons" arrow to find the Citrix Workspace icon. Please see Customize the taskbar notification area (microsoft.com) for more information.
   
   
   
   
3. Click once on the application server name next to the folder icon under the Active heading to highlight it.
   
   
4. Click the Log Off button.
   
   
   
   
5. Wait a few moments for the log off process to complete, then you may try to relaunch the app in myAccess which should establish a new session.

Mac

1. Locate the Citrix Viewer app in the Dock. Note that you may have multiple Citrix Viewer icons in the Dock if you have multiple myAccess apps running.
   
   
   
   
2. Right-click/Secondary click on the Citrix Viewer icon to bring up a menu. Click on Quit.
   
   
   
   
3. When prompted, click on Sign Out.
   
   
   
   
4. Wait a few moments for the log off process to complete, then you may try to relaunch the app in myAccess which should establish a new session.

On multi-monitor setups, the mouse may seem to offset or jump around when using apps in myAccess. In order to resolve this issue, monitors must have the same DPI settings, as different DPIs between monitors is not supported in Citrix environments. You can verify the DPI (% scaling) by going to the Windows Control Panel > Display Options. 

In Windows 10, search for settings in start and navigate to System > Display. Selecting Set a custom scaling level will enable changes to the DPI for each display. Select Change size of items and then review the information in the proceeding textboxes. Setting equal number resolves this issue.

Be aware, when accessing some applications on an iPad, the application menu may not respond on first touch. Try again and the application will respond. 

It is recommended that you use a laptop or desktop when working with these applications, as this will ensure an optimal experience.

When opening multiple applications on using the Safari Browser (macOS/iOS), each window may not display the correct icons for each of the open applications and in some cases, the same window appears multiple times. This is a macOS/iOS only issue however, this should not prevent you from accessing all of the open applications.