Remote Connection to European Medicine Agency IT Systems
This site provides you with links to information about how to access the Agency's various IT systems. Please see below:
Teleworking IT Guidelines
- How IT Service Desk will support users in Teleworking
Hours of Support The official support hours of the IT Service Desk are from 07:00 to 18:30 Definition of Applications to be supported All the Applications that are installed in the “EMA Standard Desktop” that you access when connecting via Citrix List of agreed ways for Remote Support when needed IT Service Desk will be able to remotely provide assistance, once you have established a connection through Citrix.If you are not able to connect to Citrix, IT Service Desk will only be able to provide assistance over the phone.
- Minimum technical requirements for users in Teleworking
Technical Specifications for the list of Hardware Equipment to be supported The minimum Technical Specifications for personal desktops / laptops that EMA Staff use when teleworking can support either the Windows 7 Operating System, or MAC OS X 10.6, which are the official client operating systems of all EMA provided desktops / laptops.
Windows 7 requires:
- I3 processor, or better
- 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
- 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
- DirectX 9 graphics device with WDDM 1.0 or higher driver
MAC OS X 10.6 requires:
- Mac computer with an Intel processor
- 1GB of memory
- 5GB of available disk space
Technical Specifications for the Broadband Internet Connection At least 1 Mbps of bandwidth is required to establish a reliable connection to Citrix. Please keep in mind that the required bandwidth might be higher, depending on the operations conducted within the Citrix session (heavy graphics, audio, etc).
Outlook Web Access also relies on a reliable internet connection, so that you can browse to its url.
- Tools available to complete certain tasks, for users in Teleworking
Citrix Can be used to simulate the working environment of an EMA Standard Desktop (RSA Token required) Outlook Web Access Can be used to access Corporate email, calendar, contacts, public folder (RSA Token required). Please keep in mind that you will be able to view any attachments, but you will not be able to navigate to links pointing to resources available only over the corporate network (ie DREAM, EMEA Plus, etc) Corporate Email in Smart Phones Can be used to access Corporate email, calendar, contacts (RSA Token not required). Please keep in mind that you will be able to view any attachments, but you will not be able to navigate to links pointing to resources available only over the corporate network (ie DREAM, EMEA Plus, etc).
- Obtaining Assistance for Teleworking
Contact Points (Telephone Numbers, Email addresses) Reaching the Service Desk via Phone
IT Service Desk Extension: 8520 (02036608520)
Placing a ticket with IT Service Desk: To access the EMA Service Desk portal (internal users on corporate network) visit http://servicedesk.ema.europa.eu
Note for those accessing from outside the corporate network only:
The portal is accessed for external users (including those using Agency wi-fi), at https://servicedesk.ema.europa.eu. Please note that this link does not work for internal users on the corporate network.
- Appendices – How to Guides
How to connect via Citrix Logon to https://remote.ema.europa.eu
Citrix User Guide
How to connect to Outlook Web Access Logon to Outlook Web Access
Outlook Web Access Connection Guide
How to setup Corporate Email on a Smart Phone Name of Server to provide – wap.ema.europa.eu
Domain to provide – emea
Username to provide – The regular user that you use to log in to your EMA computer
Password – Your regular password that you use to log in to your EMA computer
How to use Meet & Talk when Teleworking In order to book an Audio Conference, you will need to do that through Citrix.
If you are invited to join a telephone audio conference organised by the European Medicines Agency, you won’t need to be connected via Citrix.
You will just need to follow the instructions in the email that you will have received as a participant.
Meet & Talk user guide
As a participant, you will need the following:
- DTMF (Dual-tone multi-frequency) enabled telephone. To enter PIN and other codes though the telephone keypad.
- Mobile devices and smartphones, e.g. iOS, Android, Blackberry.
How to use Adobe Connect when Teleworking Adobe Connect Requirements:
DTMF (Dual-tone multi-frequency) enabled telephone. To enter PIN and other codes though the telephone keypad.
Mobile devices and smartphones, e.g. iOS, Android, Blackberry.
Computer (Multi-platform: Windows, Mac, etc.) with stable Internet connection
Adobe Flash Player 11.2 or higher
A headset for VoIP Calls.
To test the compatibility of their system by visiting the Adobe Connect connection test page.
Adobe Connect - Host Guide (In-house)
How to forward Incoming Calls from your EMA Phone to your Personal Mobile or landline number Calls Forwarding Guide How to indicate your Lync Status when teleworking In case you are Teleworking, you can use the One Line note box in your Lync Client (the one appearing above your Picture and Display Name), to indicate that you are Teleworking, the hours that you would be available, etc. If you want to remove your personal note, click the note box above your name, and, on your keyboard, press Backspace, and then press Enter. The text in the box reverts to the default message, 'What’s happening today?'
Still Cannot Connect ?
- If you're still experiencing problems connecting, please call the IT Service Desk on +44 20 36608520