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

This page is for users of Microsoft Windows systems. If you are not using Windows, 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.

Instructions for REINSTALLING THE AVENTAIL SOFTWARE:

Windows XP

Windows Vista/7


[Link here]

Reinstall Sun Java

Sun Java is required if you are using Firefox for the portal to function correctly, and is also useful if you are using another browser. Sometimes, the wrong version may be installed, or it may have been corrupted. This can be sorted out by reinstalling Java on your PC.

Instructions for REINSTALLING SUN JAVA:

Windows XP

Windows Vista/7


[Link here]

Install Mozilla Firefox

Sometimes, Internet Explorer just doesn't work. In these cases, it is advisable to install Firefox. This is the only other browser that consistently works with the Remote Access portal. You should not try to use Google Chrome, Opera, or Safari.

Instructions for INSTALLING FIREFOX:

Download Firefox

Windows XP/Vista/7