Working Remotely - FAQ and Best Practices


Working Remotely

WesternU has a plethora of services and utilities that allow work to be completed remotely. In the article will be tips and best practices for these services and applications. 

GlobalProtect (VPN)

GlobalProtect is a VPN program that allows you to connect your computer to the WesternU network. This will allow you to access your network drives, online services, and other applications that normally require you to be on campus. 

When you are finished with your work that requires GlobalProtect, disconnect the program. Staying connected full-time can cause issues when attempting to access other web resources or use other programs on your computer that requires Internet.

Full instructions on downloading and configuring the GlobalProtect VPN program can be found at the link below:

Use and Configure GlobalProtect

Connecting/Disconnecting to GlobalProtect

When GlobalProtect is disconnected, the icon will be grayed out:
A grayed out logo for GlobalProtect, indicating it is not connected

When GlobalProtect is connected, the icon will be colored with a checkmark:
A colored icon for GlobalProtect, with a checkmark indicating it is connected.
Connecting to the GlobalProtect can be completed by clicking icon in the system tray (bottom-right on Windows, top-right on MacOS) and clicking Connect. That same process can be completed to disconnect the program by clicking Disconnect.

When to use GlobalProtect VPN

GlobalProtect VPN is only required to access on-campus resources. This includes Banner, EMR/EHR applications, network drives (Not OneDrive), as well as any WesternU databases. The softphone Avaya One-X also requires that GlobalProtect be connected.

GlobalProtect VPN is not required to access Microsoft Office programs, as well as your email (both in the Web and Outlook program). Globalprotect is also not required to access your OneDrive or Sharepoint.

Remote Desktop Connection

Remote Desktop Connection will allow you to access your WesternU computer as if you were in your office. This allows you to use progams and access files stored directly on your computer. 

Your WesternU computer must be on and have no other users logged in to it to allow a connection. GlobalProtect must be installed and active on your computer to use the Remote Desktop Connection.

Full instructions on downloading and configuring the GlobalProtect VPN program can be found at the link below:

Use and Configure GlobalProtect

Connecting/Disconnecting from your computer

When you are using Remote Desktop Connection, it is important to disconnect properly to allow you to access your computer again in the future. 

On Windows, a blue bar will show up at the top of your screen, this will display information and give options for the window:

  1. Connection Strength: If your connection is poor (1-2 bars) you may experience slowness or loss of video quality
  2. Computer Name: The name of the computer you are connected to
  3. Window Settings: These will allow you Minimize, Restore, and Close your Remote Desktop Connection window
    1. To minimize your window to access your local computer, click the to minimize the window. It can be re-opened by clicking the icon for Remote Desktop Connection in your taskbar:
    2. To resize/restore the window size, the 2 boxes can be clicked. If in full-screen, the window will become a smaller window. If already a smaller window, it will make the program fullscreen
    3. To close your session click the X, a window will appear to confirm that you would like to disconnect from your computer. This is the preferred method of disconnecting from your computer. 

In MacOS, there is no blue bar, but if you move your mouse to the top of the screen, the MacOS menu will appear. You can disconnect by clicking Microsoft Remote Desktop and then Quit. You can also use Mission Control to swap screens (3 finger swipe) or CTRL+Right/Left Arrow.

Controlling Your Computers

When remoted in to your WesternU computer, it can be difficult to know which computer your are controlling. To help you identify which computer you are on, look for the blue bar that indicated you are on your Westernu computer. You can also set a different wallpaper on your local computer and WesternU computer to help you know which machine you are controlling.

When to use Remote Desktop Connection

Remote Desktop Connection should be used only when you require access to your local files or programs on your WesternU computer that are not available to you remotely. This includes EHR/EMR access, database tools, and paid software such as Adobe Acrobat and Adobe Creative Cloud apps.

Video Calling and Voice Chats

With working remotely, all users will inevitably find themselves in a video or voice chat for meetings, lectures, and other needs. There are a few tips and best practices for this to work. 

When joining a call or meeting, you must join outside your Remote Desktop Connection. If you join through your Remote Desktop, other users will not be able to hear you or see you as you will be using the microphone and audio from your empty desk on campus.

When in a call, it is best to remain muted until you need to speak. Many colleges and departments are using Moderators to ensure that no one is spoken over, please be courteous of others and use the moderator when present. You can mute yourself by clicking the Microphone Icon in whichever application you are using.

When using a video camera during your call, please be aware of your surroundings and others (even our furry co-workers at home). It is recommended to not eat while on a video/voice call. If you are required to use a camera, please be appropriately dressed and see that your space is clean and free of anything you do not want seen and possibly recorded for others to view. If using Microsoft Teams, many cameras can enable the Blurred Background to offer further privacy. You can also keep your camera off and turn it on manually when you begin to speak (as you should also be doing with your microphone).

Avaya One-X Softphone

Many users will be using the Avaya One-X software to take calls from their WesternU extensions from home. There are a few best practices in place for this as well.

The One-X Software must be installed on your Local Computer, and not your WesternU computer as your audio will not be transmitted to the caller.

When using the One-X software, it's important to be aware of your surrounding, as any extra noise around will be transmitted to the user. This includes music, other people, and pets of they are nearby. It is best to take calls in a place where you can speak in a normal volume with minimal background noise.

Do not use speakers when taking calls. This can cause the callers voice to be transmitted back to them and cause feedback to and yourself. Please note that if your department or call center records calls, that calls made on the One-X software are also recorded. 

FAQ and Common Issues

Can TechSupport assist me at home on my personal computer/laptop?

  • Yes, TechSupport can assist you as normal. We can be reached at or normal places ( and (909)469-5432).
    • If a technician is required to remote in to your computer, please visit and run the included file at the time of your call.

Where can I request access to use the Remote Software?

  • A Remote Access Request can be filled out to request use of GlobalProtect and/or Remote Desktop Connection to your WesternU computer. This request form will send an email to your supervisor/manager stating they must approve the request. Once approved you will be given all the needed permissions

Remote Access Request

  • To request the Avaya Softphone Application, please call TechSupport at (909) 469-5432. Please note you must have GlobalProtect installed and connected durning the installation process. The software is only compatible with computers running Windows.  
    • Please note this software is currently in the testing process, and your request for installation may be denied until further testing is completed. 

Can I install WesternU programs on my personal computer?

Can I restart/update my WesternU Computer?

  • Yes, if your computer is prompting for updates, or you need to restart your computer you can do so. Please note that it can take up to 30 minutes for your computer to become available again if applying updates. 
    • If given the option Do not shut down your computer. This will require a technician to visit campus, and can take up to 2 business days to complete. 

Can I access other computers at WesternU?

  • By default, users are only given access to their primary (-P) computers. If you require access to remote to other computers on campus, please notify Please note that confirmation from a manager/supervisor may be required.

I am in a videocall/voice chat and they cannot hear or see me

  • Please make sure you are connecting to the meeting Outside of the remote desktop connection, as your computer will only use devices plugged into it (even if in an empty office). If you are still experiencing issues, please contact TechSupport at (909) 469-5432 for assistance in troubleshooting your issue. 

I cannot access my computer remotely

  • If you are unable to access your computer, please follow the below troubleshooting steps
    • Make sure your computer is connected to the internet
    • Make sure GlobalProtect is on and shows Connected
    • Make sure your full computer name is inputted to the remote desktop connection (E.G.
    • If prompted to sign in, you are using your full WesternU email address and current password
      • If not prompted for a username, click More Options then Use another account
  • If you continue to experience issues connecting to your computer, please reach out TechSupport at (909) 469-5432



Article ID: 102396
Fri 3/20/20 5:28 PM
Tue 8/2/22 5:44 PM