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Many users have been contacting us here at the RMS Support reporting that they cannot log into RMS or that they are locked out of RMS. Many times these same users have also contacted ACE-IT to report that they cannot login to RMS or that they are locked out of RMS and ACE-IT will then refer these users to us here at the RMS Center. To save you time and effort we wish to explain at what point when starting RMS are you to contact ACE-IT or the RMS Center to have any problems with starting RMS resolved.
The RMS software runs on a computer that is called a Citrix Server. To access the RMS software on the Citrix Server ACE-IT will create a "portal" for you. Generally the portal will contain RMS icons for each district that you have requested ACE-IT to setup for you and you will use Microsoft "Internet Explorer" to access your portal. If you do not have a portal with icons for RMS you will have to contact ACE-IT to create one for you.
After you start RMS by clicking on the RMS icon in your portal you will see various windows appear. Some will disappear without any intervention by you and others will require that you enter information such as your PIN or click on a button. Some samples are shown to the left. All of these windows are related to logging into the Citrix Server. Remember that the Citrix Server is the computer that has the RMS software and to run the RMS software you must first log into the Citrix Server. If you cannot log into the Citrix Server you cannot run the RMS software. Since the Citrix Server is controlled by ACE-IT you will have to contact ACE-IT to resolve any problems with logging into the Citrix Server.
In summary - issues that you encounter while accessing your Citrix portal, clicking on your RMS icon in your portal, or when attempting to log into Citrix can only be resolved by ACE-IT.
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