Title: RDP Unable to type on Epic login screen 

Device Name/ Program Name: VMware, Epic 

Overview: This guide will be used to troubleshoot issues that effects typing on the Epic login screen

 

 

Troubleshooting Steps:

  1. Ask user how they are logging in from home (VMware app or HTML)?
  1. If they are logging in through the VMware app, check the version. If it is on the wrong version, re-install the correct version. (This may resolve the issue, if not, proceed to the next step).
  1. Have the user log into SSO, go into the settings and check the preferences. If they are logging in with the VMware app, make sure “Install” is checked. If they are logging in through the browser, make sure “HTML” is checked. (This may resolve the issue, if not, proceed to the next step).
  1. When you log into RDP, double click the VMware app, check the version. If VMware is the wrong version, update it to the correct version.

 

*Make sure: 1. The VMware version at home and onsite are on the correct VMware version 2. SSO preferences should correspond to the way the user is logging in. If the issue is still not resolved, gather the information below, document it in the ticket and assign it to Epic Technical for the user to be added to an alternate pool named (RDS Test):

 

  1. Personal or KKI Device at home:
  2. VMware Version at home:
  3. VMware Version on-site:
  4. SSO Preferences (Install or HTML):
  5. HOST Name of KKI Device at home:
  6. HOST Name of KKI Device on-site:
  7. Workaround? If so, what is the working around and what was changed for the work around: