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Technical Support

 


 

On this page, you can find solutions to your technical problems with the LinguisTech virtual desktop.

If you have questions or problems, please contact us: 

info@crtl.ca

819 484-1022, ext. 0

 

* Please note that this page, like all LinguisTech pages, is subject to change. Updates will be made as we progress through the problems users have signaled out to the technical support team.

 


 

Known issues

 

These include issues that cannot be solved by users and should be investigated by the technical support team. When these problems occur, contact technical support as soon as possible.

  1. Microsoft Office always crashes when opening a document.

    1. Try opening another document. If it works, it is possible your first document is corrupted or partly corrupted. In some cases, it is possible to repair a corrupted document. If Office always crashes when opening any document, Microsoft Office has to be reinstalled on your tool box: it might have corrupted its configuration files. Please contact us to fix this problem.
  2. Microsoft Office crashes when starting.

    1. Please contact us to fix this problem.
  3. Microsoft Office crashes for no apparent reason.

    1. Please contact us to fix this problem.

 


 

Solvable problems

 

These include problems that users can solve themselves by following a given set of instructions. That being said, users are more than welcome to contact the technical support team for additional assistance.

 

  1. I can't connect to my virtual desktop.

    1. When I click Connect, I only download a text file.

      1. Your browser or your operating system doesn't recognize the remote desktop protocol files. You can fix this by upgrading your browser or by manually setting the file association in your operating system.
    2. I can't connect to the LinguisTech portal.

      1. The most common problem is that you're entering the wrong password. At the moment, your password may not be the same on the portal and on the wiki. If the portal complains about an invalid email or password, first double check the spelling on your email and password. If you forgot your password or would like it to be reset, please contact us.
    3. I am able to connect to the LinguisTech portal, but unable to connect to my virtual desktop.

      1. You should try resetting your saved password. If you have connected before and by mistake entered a wrong login, it is possible Windows has saved it and tries to use it connect to the virtual desktop. This is done by opening the Remote Desktop Client. Hold on the Windows key and press "R". Type mstsc in the box and press Enter. The Remote Desktop Client should open, click the arrow in the dropdown menu. If you see your username, click on it. Some text should appear under the menu, click reset. If you never connected to the virtual desktop or this isn't working for you, please contact us.
  2. A program in my virtual desktop doesn't work or prompts an error message.

    1. If the program gives you an error message but does not prevent you from working, you can safely ignore the message. You should, however, report the error to the technical support team.
  3. You may receive the following message if you are connecting from a work place or a public network with specific restrictions for security.

 

Remote desktop can’t connect to the remote computer for one of these reasons:

1) Remote access to the server is not enabled

2) The remote computer is turned off

3) The remote computer is not available on the network

 

Make sure the remote computer is turned on and connected to the network, and that remote access is enabled.

 

If you are connecting from your work place, the information below may help. If you are connecting from a public network and receiving this message, you won’t be able to connect from this network.

The connection to the virtual desktop may be blocked by your workplace.  To check if you can reach our server, please do the following:

  1. Go to the Start menu, select Run and type CMD then click OK.
  2. Type the following then press enter: ping gateway.gatineau.linguistech.ca

    1. You should receive up to four replies with a time measurement.  If you don't, it means that your workplace's firewall is blocking the connection.
    2. You will need to ask for help from your network administrator or whoever is responsible for your office's network.

      1. The firewall will need an exception made for outgoing traffic to the server gateway.gatineau.linguistech.ca on ports 10000-20000. If you or the administrator needs more information, please don't hesitate to contact the technical support team.

 


 

Tutorials (File Management)

 

Please note that in order for your USB key to be recognized, you must plug it in to your computer AFTER having connected to the virtual desktop.

 

Transferring files using USB (Windows 7)

  1. Connect to the LinguisTech virtual desktop.
  2. Connect your USB Thumb Drive to your PC.

    1. Open Windows Explorer. In My Computer, you should see a drive called " 'Drive-Letter' on 'Your-Computer' " (e.g. E: Thumbdrive on Laptop).
  3. Browse this drive to access your files.

 

Transferring files using USB (Mac)

  1. Connect your USB Thumb Drive to your Mac.
  2. Make sure your Mac has recognized the device.

    1. You should see an icon on your desktop.
  3. Connect to the LinguisTech virtual desktop.

    1. Open My Computer. You should see a drive called " 'Drive-Letter' on 'Your-Computer' " (e.g. E: Thumbdrive on Mac-mini).

 

Transferring files using Copy & Paste (Windows 7)

For Windows 7 (and Vista) users, there is an easier way to transfer files to your virtual desktop.

  1. Copy the file on your machine.

    1. Right click on the file and select Copy from the dropdown menu, or select the file and use the Ctrl+C shortcut on your keyboard.
  2. Paste it in the virtual desktop

    1. Right click either on your virtual desktop's desktop or in a specific folder in Windows Explorer.
    2. Select Paste from the dropdown menu or use the Ctrl+V shortcut on your keyboard.

 

For more details please see User Guide - File Management.

 

Please note that a blank page may open in your internet browser the first time you use SDL Passolo 2009. There is a problem with the software. Simply close the window and use the tool as you normally would.

 

Uptdate April 2015.