Remote Maintenance by IT

In some cases, the UCO will inform you that remote maintenance is required for your computer.

In such a case, the UCO will ask you for a desired time window of at least one hour in which you do not need the computer (e.g. "Lunch break from ... to ..." or "End of work from ..."). Please understand if the UCO cannot meet your requested time and an alternative time has to be arranged.

The prerequisite for remote maintenance is a connection to the DESY network either with a network cable at DESY on site or with an active VPN connection (e.g. from the home office). Otherwise, the responsible persons cannot take action in this matter.

Please save your open works in any case before starting maintenance! The reason for this is that unsaved work could be lost if the computer has to be restarted.

The preparations you need to make for successful remote maintenance are described below:

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The DESY PC is in the support time slot at DESY
  1. Please let the UCO know the computer name of the PC and the time window described above. How to determine the computer name is described at the following link:
    https://it.desy.de/services/uco/documentation/computer_name_determination

  2. First, save all your open work and close all your applications.

  3. The DESY PC must be connected with a cable to the DESY network via a DESY network socket.

  4. The DESY PC must be in the switched on state. If the PC is a laptop, please connect it directly to a power source.

  5. If necessary, deactivate the sleep mode. If you have any questions about this, please feel free to contact the UCO at telephone extension 5005.

  6. Log off from the PC. This is necessary, otherwise the UCO will have to disconnect your login remotely. This may cause unsaved work of yours to be lost! To learn how to log off successfully and securely, see the section "How do I log off from my Windows computer?" below.

The DESY PC is not at DESY during the support time slot(e.g. in the home office).

Prerequisite:

You need a VPN connection to the DESY network, according to

https://it.desy.de/services/remote_access/vpn/

  1. Please let the UCO know the computer name of the PC and the time window described above. How to determine the computer name is described under the following link:
    https://it.desy.de/services/uco/documentation/computer_name_determination

  2. First, save all your open work and close all your applications.

  3. If the PC is a laptop, please connect it directly to a power source.

  4. If necessary, deactivate the sleep mode. If you have any questions about this, please contact the UCO at telephone extension 5005.

  5. If you have not already done so, connect to the DESY network via the VPN software Cisco AnyConnect.

  6. Additionally the UCO needs in this case the so-called IP address with which you log in via VPN: https://it.desy.de/services/uco/documentation/ip_address_with_connected_vpn/

  7. If you interrupt the VPN connection in the meantime, steps 3. and 4. must be performed again, as the computer will get a new IP address.

 

How to log off from my Windows Computer?
Some remote maintenance and diagnostic applications may require you to sign/log out of your computer without turning it off or disconnecting it from the network.

There is often confusion between "Sign out" and "Lock a screen":
  • Sign out closes all open apps and logs you out of Windows. (e.g. at the end of a working day)
  • When you Lock a screen, you protect your account against unwanted use without closing your open apps. You remain logged in to Windows. (e.g. if you leave your workplace for a short break and then want to work on your open apps again).

 

To sign/log out of your computer, first click the Windows Start icon (see red arrow in the figure below) in the lower left corner (default settings) of the desktop.

 

Then click on the account icon (see red arrow in the figure below), now your accountname and other options are displayed.

 

Now select the "Sign out" option to log off the computer (see red arrow in the figure below).