netscaler user guide page - university hospital · quickly access netscaler gateway from your...

Version: 2 | Date: November 22, 2018

User Guide NetScaler Gateway

Access

Version: 2| Date: 2018/11/22

Facilitator Guide

This guide has been produced by the ITS Learning Services Team.

All reasonable precautions have been taken in the preparation of this document, including both technical and non-technical proofing.

If you find any errors in this document, please contact Help Desk. We apologize for any errors you may detect.

No part of this document may be reproduced or transmitted in any form or by any means without written permission.

Version: 2| Date: 2018/11/22

Table of Contents

Working Remotely using NetScaler Gateway ...................................................................... 4

Using this NetScaler Gateway Guide ................................................................................... 4

Better Security ..................................................................................................................... 5

Obtaining a Passcode ............................................................................................................................... 5 Calling the Help Desk to receive a Passcode .............................................................................................. 5 Using Authenticator software .................................................................................................................... 6

Endpoint Analysis ................................................................................................................ 7

NetScaler Gateway Installation and Use Overview ............................................................. 8

Installing NetScaler Gateway for Windows ............................................................................................. 8 Install Endpoint Analysis ............................................................................................................................ 9 Install NetScaler Gateway plug-in ............................................................................................................ 11 Quickly access NetScaler Gateway from your Windows System Tray ..................................................... 14 Logging Off from NetScaler Gateway ....................................................................................................... 15

Installing NetScaler Gateway for macOS ............................................................................................... 16 Install Endpoint Analysis .......................................................................................................................... 16 Install NetScaler Gateway plug-in ............................................................................................................ 18

Installing and Configuring Citrix SSO for iOS and Android for VPN connections ................................... 21 Configuring Citrix SSO .............................................................................................................................. 21 Connecting to the hospital network ........................................................................................................ 23 Logging Off of the Hospital Network ....................................................................................................... 24

Minimum Requirements .................................................................................................... 25

Troubleshooting................................................................................................................. 26

Case ID number...................................................................................................................................... 26

Passcode Protection – doubling up on security ................................................................ 27

Using Your Secret Key to Create a Passcode ......................................................................................... 27

Using your Secret Key to Create your Passcode .................................................................................... 28

Authenticator software; you decide! .................................................................................................... 29

Version: 2| Date: 2018/11/22 NetScaler Gateway Access User Guide: of 29

Working Remotely using NetScaler Gateway NetScaler Gateway allows you to directly connect to hospital devices or servers using specialized software. While using NetScaler Gateway, your device is directly connected to the hospital’s devices or servers and as such you are accountable to all Standards, Policies and Procedures in place at HMMS outlined and listed at www.hmms.on.ca

Using this NetScaler Gateway Guide To get you up and running with NetScaler Gateway, this guide explains:

the concept of using a Passcode, an extra layer of security to maximize the privacy of our systems, see Better Security

how Endpoint Analysis software scans your device each time you begin a NetScaler Gateway session, see Endpoint Analysis

in detail how to install NetScaler Gateway and Endpoint Analysis on your device, see NetScaler Gateway Installation and Use Overview


Better Security For enhanced security, NetScaler requires two-factor authentication for you to log in. This means that in addition to entering your Hospital Password, you now have to type in a Passcode too.

The process for logging on to NetScaler is:

1. Type your Hospital ID

2. Type your Hospital Password

3. Type the Passcode

Obtaining a Passcode There are two ways to obtain a Passcode:

Calling the Hospital Help Desk each time you need to log on

Using Authenticator software

The method you use is dependent on your contractual relationship with the Hospital.

You may receive an email with instructions on how to use Authenticator software or you may have to call in each time you wish to access Hospital systems.

Calling the Help Desk to receive a Passcode

If you have to call the Help Desk for a Passcode each time you log on, follow these steps:

1. In advance, communicate to your Hospital Sponsor the date and approximate time you need access to the Hospital system.

2. Your Hospital Sponsor will contact you later with two pieces of information:

a. Incident Number

b. Help Desk Contact telephone number

3. When you’re ready to log on to the Hospital system using NetScaler Gateway, call the Help Desk and provide:

a. Incident Number

b. Hospital ID

c. Your company’s name

4. During the call to the Help Desk, one or more Passcodes will be created for you to use.

Note These Passcodes are for one-time use only. These Passcodes will expire 24 hours after they were created during your call to the Help Desk.


Using Authenticator software

You use authenticator software to view the Passcode. The process for setting up and viewing the Passcode is shown below:

Note If the concept of authenticator software, two-factor authentication or using a Passcode is new to you, click here to read Passcode Protection – doubling up on security for more information on how Passcodes work.

ITS emails you a Secret Key

You enter your Secret Key into the

Authenticator Software of your

choice

The Authenticator software displays

your Passcode that changes every 30

seconds

On the NetScaler login page you type the 6-digit

Passcode displayed by your

Authenticator software


Endpoint Analysis Every time you log on using NetScaler Gateway the system scans your device to ensure it meets minimal system and security requirements. This is called performing an Endpoint Analysis.

You only have to install Endpoint Analysis once.

The Endpoint Analysis takes time to perform and is dependent on many factors, such as:

the speed of the network connection

your device

scanning time to determine if:

o OS patches were applied to your device no more than 30 days ago

o Anti-virus software with active scan is installed and running

o Anti-virus signatures have been updated within the last 5 days

Note If the Endpoint Analysis scan determines that your device does not meet the minimum criteria, you will not be able to connect using NetScaler Gateway. A message will be displayed. A typical Endpoint Analysis message will be similar to the ones shown below. Note the Case ID number and provide this number to the Help Desk for troubleshooting:


NetScaler Gateway Installation and Use Overview Regardless of your device, the process for installing and using NetScaler Gateway is:

1. In your browser, go to the NetScaler Gateway site.

2. You have to install Endpoint Analysis software. You only do this once.

3. Install the NetScaler Gateway Gateway plug in. You only do this once.

4. From then on, you access NetScaler Gateway using the method of your choice:

a. Navigating to the NetScaler Gateway web page

b. Clicking the NetScaler icon on your device.

For Windows installation, see Installing NetScaler Gateway for Windows

For macOS installation, see Installing NetScaler Gateway for macOS

For mobile device installation, see Installing and Configuring Citrix SSO for iOS and Android for VPN connections

Installing NetScaler Gateway for Windows NetScaler Gateway is a two-step installation process. You install:

Endpoint Analysis

NetScaler Gateway plug-in

Note Screenshots used in this guide are taken from a computer running Windows 10 and using a Microsoft Edge browser. Your screen may look different depending on your version of Windows and browser.


Install Endpoint Analysis

To install Endpoint Analysis on a Windows 7 or newer computer:

1. Browse to https://vpn.lhsc.on.ca

The first time you visit this page, your device is scanned and the following message is displayed.

2. Click Download to install Endpoint Analysis software. You only have to install Endpoint Analysis software once. This message is displayed.

3. Click Run, and when prompted by the pop-up User Account Control message click Yes. The NetScaler Gateway Endpoint Analysis Setup screen is displayed.


4. Click Install. The installation process begins.

5. Click Finish at the end of theNetScaler Gateway Endpoint Analysis Setup Wizard.

Immediately an Endpoint Analysis scan is performed on your device.

When the Endpoint Analysis scan is complete, the NetScaler Gateway log


on screen is displayed.

Your next step is to install the NetScaler Gateway Plug-in.

See To install NetScaler Gateway plug-in, below.

Install NetScaler Gateway plug-in

To install the NetScaler Gateway plug-in:


2. Type your: - Hospital ID - Hospital Password - current 6-digit Passcode displayed on your authenticator software.


3. Read the Terms and Conditions and then click I accept the Terms & Conditions and click Log On The following window is displayed.

4. Click Download to start the installation of the NetScaler Gateway Plug-in. Depending on your browser and version of Windows you may be prompted to download and/or run AGEE_setup.exe .

5. Click Run to start AGEE.setup.exe if prompted to do so. The NetScaler Gateway Plug-in Setup window is displayed.

6. Click Install and follow the prompts to install the NetScaler Gateway Plug-in.


7. If prompted to open nglauncher, click Yes.

8. If prompted click Allow access.

You are now connected to NetScaler Gateway and can begin to use your applications to connect to hospital servers/software. Once the NetScaler Gateway Plug-in is installed the following page is displayed.


9. You can begin to use NetScaler Gateway and when finished Log Off by clicking Log Off.in the upper right corner of the window.

Quickly access NetScaler Gateway from your Windows System Tray

When NetScaler Gateway is installed you can conveniently access it from the Windows System Tray instead of having to browse to the webpage https://vpn.lhsc.on.ca To log on to NetScaler Gateway from the Windows System Tray:

1. Click the NetScaler Gateway icon in the Windows System Tray.

The Endpoint Analysis software scans your device.

If your device successfully passes the scan, the NetScaler Gateway


Login widow is displayed.

2. Type your

- Hospital ID - Hospital Password - current 6-digit Passcode displayed on your authenticator software.

3. Read the Terms and Conditions and then click I accept the Terms & Conditions and click Logon

4. Begin to use NetScaler Gateway.

Logging Off from NetScaler Gateway

When you are finished using NetScaler Gateway remote access ensure you logoff promptly in order to maintain the security of your Hospital ID and hospital information. To log off:

1. Click the NetScaler Gateway plug-in icon in the system tray. The NetScaler Gateway window is displayed.

2. Click Logoff.


Installing NetScaler Gateway for macOS NetScaler Gateway is a two-step installation process. You install:

• Endpoint Analysis

• NetScaler Gateway plug-in

Install Endpoint Analysis

To install Endpoint Analysis:


The first time you visit this page, your device is scanned and the following message is displayed.

2. Click Download

3. Go to your Downloads folder and open Citrix_Encpoint_Analysis.dmg The following prompt is displayed.

4. Double-click Install Citrix endpoint Analysis Plug-in

https://vpn.lhsc.on.ca/


5. Follow the onscreen prompts during the installation. When finished, this screen is displayed.

6. Click Close This prompt is displayed.

7. Click Allow The initial scanning message is displayed.

8. Click Always to begin the scan. When the scan is complete, this message is displayed.

9. Click Quit


Install NetScaler Gateway plug-in

To install NetScaler Gateway plug-in:


2. Type your: - Hospital ID - Hospital Password - current 6-digit Passcode displayed on your authenticator software.

3. Read the Terms and Conditions and then click I accept the Terms & Conditions and click Log On The NetScaler Gateway Plug-in Setup window is displayed.


4. Once the plug-in is downloaded, go to your Downloads folder and open Citrix_Access_Gateway.dmg Inside you will see the following files.

5. Double click Install Citrix Access Gateway Plug-in and follow the prompts to install.

6. Provide your system administrator login and password when prompted.

7. During installation you will be prompted to install Grow. It is recommended you install Growl, a utility that facilitates notifications from the Citrix Access Gateway such as login and logout messages. Click Install.

8. Select Install for users of this computer and click Install.


9. Click Trust to allow Safari to use the Access Gateway Plug-in.

10. Leave Safari open in the background while you’re connected to VPN.

11. To log off, click the Hello menu in the top right of the NetScaler web page and choose Log Off


Installing and Configuring Citrix SSO for iOS and Android for VPN connections

Note NetScaler Gateway access from a mobile device such as a smartphone or tablet running the iOS or Android requires downloading and configuring Citrix SSO from the respective app store. Citrix SSO is not available for Blackberry OS or Windows Mobile devices.

In the iOS App Store (iOS devices) or Google Play (Android devices) search for and install Citrix SSO:

iOS App Store Google Play

Configuring Citrix SSO

To configure Citrix SSO for your mobile device:

1. Install and then open Citrix SSO.


2. Tap Allow to enable secure communication with the hospital network. iOS Android

3. Tap Add to add the VPN connection iOS Android


4. Enter the following: iOS Android

Server: https://mobilevpn.lhsc.on.ca

Description: Hospital VPN User Name: Enter your Hospital ID or leave it blank if you want to be prompted to enter your Hospital ID each time you log on.

5. Leave the Certificate Disabled (iOS).

6. Tap Save, and when prompted again tap Just Save.

Connecting to the hospital network

To connect to the hospital network:

1. Toggle the VPN switch ON. iOS Android

Note In the event you have more than one VPN profile, ensure

that Hospital VPN is selected (✓) first.


2. Enter your - Hospital ID - Hospital Password - current 6-digit Passcode displayed on your authenticator. iOS Android

After a successful login, your device is now securely connected to the hospital network and you can log in to internal resources that you have been authorized to connect to.

Logging Off of the Hospital Network

While connected your device will display the following graphics in the top status bar: iOS Android

and

To disconnect:

1. Slide the VPN switch OFF and tap Disconnect (iOS). iOS Android


Minimum Requirements The following are the minimum requirements needed to connect via the NetScaler Gateway:

• PC or laptop running Windows 7 or newer -or-

• Mac desktop or MacBook running OS X 10.8 Mountain Lion or newer -or-

• iPhone, iPad, or iPod Touch running iOS 7.1 or newer -or-

• Android phone or tablet running Android 4.1 or newer

• All appropriate operating system and software updates and patches

• Web browser supporting HTML5. The latest versions of Internet Explorer, Firefox, Chrome, or Safari are recommended.

• Working Internet connection

Note: Beta or pre-release operating system versions are not supported and should not be used for hospital remote access.

Some firewall software may interfere with the installation of components required for use with Citrix NetScaler Gateway. We recommend turning off firewall software during your initial remote access setup if you encounter difficulties. Once you have successfully connected to your applications you should turn your firewall back on.


Troubleshooting Before you can connect, ensure that:

you have available the 2 Factor Authentication Notification email detailing your QR code and secret key,

your device(s) meet the minimum requirements, see Minimum System Requirements

you have installed authenticator software

you have successfully registered your QR code or 16-digit secret key in your authenticator app and are receiving a generated 6-digit Passcode

you have a working internet connection

your passwords are current

After you have been using NetScaler Gateway for a while

If you do not use your device for an extended period of time, your device may not have the latest version of NetScaler Gateway and you may experience difficulty running the application.

o If this is the case, go to https://vpn.lhsc.on.ca and

reinstall the NetScaler Gateway plug-in.

Important After you set up your Passcode in the authenticator software, verify that you can login while on the Hospital network before trying to access NetScaler remotely. If you need assistance while out of the hospital, call the hospital, 519.685.8500 and ask for the Help Desk at x44357. There is a Canada-only long distance number that you can call direct to the Help Desk, 1.877.465.7167.

Case ID number If the Endpoint Analysis scan determines that your device does not meet the minimum criteria, you will not be able to connect using NetScaler Gateway.

A message will be displayed. A typical Endpoint Analysis message will be similar to the ones shown below.

Note the Case ID number and provide this number to the Help Desk for troubleshooting:


Passcode Protection – doubling up on security

A Passcode is a 6-digit number that you have to enter to log in to NetScaler Gateway. After entering your Hospital ID and Hospital Password, you enter a Passcode.

Unlike your Hospital Password, that remains the same until you change it; the Passcode automatically changes every 30 seconds. When you type your Passcode it is verified, in real time, by Information Technology Services’ security software.

Next you’ll learn about creating a Passcode and how you can view it to type it in when logging on to NetScaler.

Using Your Secret Key to Create a Passcode Because your Passcode changes every 30 seconds, you need a secure way to view it so you can then type it in on the log on screen.

Note: There is no reason to be alarmed if you cannot enter the Passcode in 30 seconds. The system allows you some leeway with respect to typing in an old code when it has expired. If the Passcode updates to a new one while you’re still typing the old Passcode, you may still be able to log in. If not, you can wait for the next code to be displayed, knowing you have a full 30 seconds to type it.

To view your ever-changing Passcode, you have to use Authenticator software. For your convenience, this software can be installed:

on your PC or Mac as a stand-alone application

as a plug-in to your browser

as a separate app on your mobile device

It doesn’t matter which Authenticator software you use. You can install all of them if you like, because they’ll always display your unique Passcode at the same time.

The Authenticator software you choose is created by a third-party software provider and must be downloaded from the third-party’s web site or appropriate app store.

For a list of tested Authenticator software, see Authenticator software; you decide! below.


Using your Secret Key to Create your Passcode When you sign up for NetScaler access you are emailed a Secret Key from Information Technology Services (ITS). The Secret Key is used by your Authenticator software to display your Passcode.

This Secret Key is in two forms in the email:

16-digit code, e.g. FU4VYRZHEB4A3QVG

QR code to be used for mobile Authenticator software, e.g.

When you configure the Authenticator software, you have to enter the Secret Key. From then on, the Authenticator software displays your ever-changing Passcode.

Note: You do not use the Secret Key to log on to NetScaler. It is only used for configuring the Authenticator software.

When you go to the NetScaler log in page, make sure you have are viewing your Passcode on the Authenticator software. The Authenticator software may be running on your PC, mobile device or as a browser plug-in.

You can use authenticator software on multiple devices at the same time, like a laptop and a phone. Each authenticator generates the same passcode.

For example, you may decide to use Authenticator software that runs on your iPhone. When you go to log on to NetScaler on your laptop you have your phone handy so you can view your Passcode and enter it at the log on page.


Authenticator software; you decide!

ITS has tested that the following third-party Authenticator programs work with NetScaler.

Choose the way you would like to view your Passcode and install the appropriate Authenticator software.

Each Authenticator software has its own configuration instructions. Follow the instructions provided by the third-party software company to configure the Authenticator software.

For Use On Authenticator Name Obtain From

Windows WinAuth https://winauth.github.io/winauth/index.html

Mac OS X OTP Manager Mac App Store

Android Google Authenticator Google Play Store

iOS Google Authenticator iOS App Store

Windows Mobile AuthenticatorG Microsoft Store

Blackberry OS 2 Step Authenticator Blackberry World

Important After you set up your authenticator software, verify that you can login while on the Hospital network before trying to access NetScaler remotely.

Return to Better Security

ITS emails you a Secret Key

You enter your Secret Key into

the Authenticator

Software of your choice

The Authenticator

software displays your Passcode that changes every

30 seconds

On the NetScaler login page you type

the 6-digit Passcode

displayed by your

Authenticator software

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