Microsoft Windows | Apple Mac OS X | Apple iOS (iPad/iPhone)
Welcome to the NHS Remote Access Troubleshooting Guide.

This page is for users of Apple Mac OS X systems. If you are not using OS X, some or all of these steps may not apply to you. The guides are arranged by most common to least common issue, so they should be followed in order unless you have been otherwise directed by a Technician.


Please ensure you have read through our installation guide at the IT Portal before following these troubleshooting guides.


Troubleshooting guides:
[Link here]

Getting a new set of security strings

If your problem is logging in to the portal, you may need to get a new set of security strings.

If the portal is not giving you an "Invalid Credentials" error when you try to log on, skip this step.

Instructions for GETTING NEW SECURITY STRINGS:

Text Messages

Smartphone Apps


[Link here]

Reinstall the Remote Access software

The most common issue that users encounter, is a corruption of the security software installed by the Portal. Removing this and reinstalling it again, will solve many problems. On an Apple Mac, the software is stored in the Java cache, rather than directly on the computer, so reinstalling the software means that you just need to clear the Java cache.

Instructions for REINSTALLING THE AVENTAIL SOFTWARE:

Mac OS X (10.7 and later with Java 7)


[Link here]

Reinstall Sun Java

Sun Java is required on Mac OS X for the portal to function correctly. Sometimes, the wrong version may be installed, or it may have been corrupted. This can be sorted out by reinstalling Java on your Mac.

Instructions for REINSTALLING SUN JAVA:

Mac OS X (10.7 and later with Java 7)